Silicon Valley veteran with over 20 years of enterprise software development, multinational consulting, product and engineering operation experience. Reported directly to CTO and VP Engineering at Dell/EMC.Created Delivery Excellence Team with 10+ Global Delivery Managers, Technical Program Managers and Scrum Masters across Silicon Valley and Offshore Development Center.Program managed the setup of Escalation Management and Triage operations, including initial roll-out, business processes, team resources and lab infrastructure. Led the Engineering Customer Advocacy Group (ECAG), with a team of Global Escalation Managers and Triage Engineers, to handle escalated customer cases.Managed software engineering operations to improve customer case resolution time and total customer experience. Worked with Executives to track Product Quality Index and corrective actions.Led the Global Services Delivery group to drive Professional Services revenue and consulting engagements.Spearheaded project scoping, process re-engineering, business requirements analysis and technical implementation for several content enabled solutions leveraging EMC Documentum suite.Solid client-facing project experience with Fortune 500 and multinational companies.Led multiple corporate diversity initiatives as the President of EMC Asian Circle Silicon Valley Chapter.