Wayne Gorden's Location
San Francisco, California, United States, United States
Wayne Gorden's Contact Details
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About Wayne Gorden
Senior manager with more than 20 years of experience in building, training and managing globally based pre-sales, professional services, customer success, post-sales technical support and IT organizations for successful leading edge technology companies building products and SaaS services for large enterprise, mobile and fixed line carriers, government and SMB sectors.Specialties: 24x7 Global Customer Support Management with 5-9's SLA's, Customer Advocacy, Project Management, Pre-Sales Engineering Management, Professional Services Implementation Management, Corporate Crises Management, Enterprise Infrastructure, Customer Education, International Distributor Technical Management, Contract Negotiation.
Wayne Gorden Work Experience Details
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CooSourceoptima Inc. Oct 2023 - Present -
Personal Goal PursuitCareer Break Jan 2022 - Aug 2023Time off for family and friends
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Senior Platform ManagerLam Research Nov 2018 - Dec 2021Fremont, Ca, UsPlatform Owner & Program Development manager for Appian, QuickBase & Microsoft Power platforms -
Director Professional ServicesAppian Corporation Sep 2015 - Nov 2018Responsible for Appian professional services engagements in the western US.
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Senior Manager Customer Advocacy: Enterprise Security ProductsHewlett-Packard Sep 2014 - Sep 2015Houston, Texas, Us -
Principal ConsultantGcs Consulting Services Aug 2013 - Aug 2014
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Director, Professional ServicesCitrix Aug 2012 - Dec 2013Fort Lauderdale, Fl, UsResponsible for the Bytemobile Professional Services organization in the Americas. Organizational responsibilities include the budgeting, hiring and managing of all staff in the organization. Day to day responsibilities include customer management, bid management, Statement of Work negotiation and all aspects of service delivery and project management. Typical projects range from 1 month to 1 year implementation schedules with high dollar (100k to million+) Professional Services delivery fees. -
Director, Professional Services / Customer Service, AmericasCitrix Feb 2012 - Dec 2013Fort Lauderdale, Fl, Us- Management of teams responsible for the architectural design, implementation and support of Bytemobile's Smart Capacity platforms for mobile network operators in the Americas.- Development of new hardware support models for the new Bytemobile T-Series Adaptive Traffic Management System which includes the T3100 Adaptive Traffic Manager, the T2100 Content Accelerator and the T1100 Traffic Controller.- Development of new support infrastructure tools to speed resolution of problems to better service customers
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V.P.OperationsInstera Inc. Mar 2009 - Nov 2011Involved in the early start-up phase of the company.- Defining and developing operational infrastructure of the company- Defining and developing the Instera SaaS platform architecture and related components- Assembling the Operations team including employees and outside contractors- Assembling vendors and suppliers of key components for the infrastructure and operations of the company
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Director - Customer ServiceAvaya Feb 2007 - Feb 2009Morristown, New Jersey, UsDesigned & implemented a new, more efficient support model for the next generation of Avaya products. Achievements and responsibilities included: - Defined the vision, built and managed the Emerging Technology Support Services group which is tasked with support all next generation Avaya products- Assembled a core team of support engineers, tool builders, infrastructure engineers and training personnel to design and implement new support models for the entire services organization- Managed the development and delivery of internal training classes in SIP technologies for Avaya product development, sales and service delivery organizations. Over 1500 internal development, sales and marketing engineers trained.- Implemented new methods of internal collaboration to speed resolution of complex customer problems- Built an example for the rest of Avaya Global Services on how the best attributes of technology startup companies including fast lightweight process, organizational ability to adapt in new situations and integrated organizations can be introduced into traditional stovepipe services organizations successfully. -
Vp Technical ServicesUbiquity Software Mar 2004 - Feb 2007CaA member of the Ubiquity executive team with organizational responsibility for all pre-sales technical support, post-sales/customer service support, customer education, IT functions and operations for the company. Ubiquity was a world leader in SIP Applications Servers providing next generation software for wireless and wire line networks utilizing VoIP/SIP technology. - Staffed and managed a 24x7 global customer support organization that supported carriers and partners with Implementation and Support Services. Issue response and resolution times were covered under 99.999% uptime SLA’s. - Unprecedented year-over-year CSAT scores of 90 or more.- Spearheaded design and customization of the company-wide Salesforce.com CRM system.- Brought all responsible organizations, including Customer Support, IT and Customer Education, under ISO 9000 certification and passed all re-evaluations every 6 months.- Part of executive team involved in the acquisition of Ubiquity by Avaya. -
V.P. Technical ServicesHalloo Communications Nov 2002 - Feb 2004San Francisco, Ca, UsResponsible for the management of all pre and post sale technical support services at Halloo. Halloo produced a complete line of next generation products for VoIP enablement, including VoIP terminal adapters, soft-phone client, presence manager, and VoIP Softswitch. These products where marketed to cable MSO’s and ISP organizations in the U.S. and Japan. As part of the startup team at Halloo, expanded responsibilities include all planning, budgeting and project management for infrastructure deployment as well as contract negotiation and management of outside vendors including contract manufacturers, media content suppliers and telecommunications providers -
Director - Customer AdvocacyResponsys 2000 - 2002Hired to reorganize and revitalize the customer support organization and customer education offerings, as well as global management of all post-sales support at Responsys, a pioneer SaaS provider.- Implemented new processes and procedures to scale the support organization. Organization grew fivefold in one year.- Grew support revenue by 200% and, reduced support costs by 40% per customer while CSAT reached all-time highs.- Implemented the Siebel Call Center for both the sales and support activities.- Spearheaded the development and delivery of all customer on-boarding functions.
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Director Technical ServicesIbm Jan 1999 - Nov 2000Armonk, New York, Ny, UsResponsible for the global management of all sales technical support, post sales technical support, partner training and internal IBM training for GSB products. This included strategic planning, process design, budgeting, staffing and management of all technical support personnel.- Developed presales and post sales technical support strategies for new product offerings- Managed technical support, product training and relationship management for all U.S. and International ISP partners.- Provided world-wide technical training for the IBM Global Small Business division personnel- Budgeted, staffed and managed U.S Level 1 and Level 2 Customer Help Desks- Responsible for process design and management of all post sales customer care and hardware RMA processing functions -
Director Technical ServicesWhistle Communications Nov 1996 - Dec 1998Recruited as the first Director of Sales Technical Support for Whistle Communications. Budgeted, planned support strategy, staffed and managed the Whistle team of pre-sales System Engineers.- Successfully led the evaluation trials and successful recruitment of over 100 ISP distribution partners in the U.S. and large international distribution partners such as Deutsche Telecom, NTT, Telenor and Telstra for the Whistle products- Managed global technical sales support and problem resolution for all distribution partners- Designed and managed development of industry awarded technical support educational material for all classes of customers and internal employees
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Director, North American & International Technical SupportFilenet Nov 1984 - Oct 1996Global management of the FileNet technical support organization. During management tenure, company revenue grew from $0 to more than $375 million per year and global pre-sales technical staff grew from 0 to more than 150.- Started, recruited and managed the U.S. pre-sales engineering organization.- Technically qualified all U.S. and International VAR/SI partners, definition of distributor support policies and technical support of third-party integration and distribution partners in over 40 countries.- Designed, developed and managed the company’s initial beta sites.- Received the “Pioneer in Imaging Award” from the Association of Information and Image Management.
Wayne Gorden Skills
Saas
Telecommunications
Professional Services
Pre Sales
Start Ups
Management
Voip
Strategy
Enterprise Architecture
Customer Service
Crm
Wireless
Salesforce.com
Cloud Computing
Integration
Enterprise Software
Strategic Planning
Technology
It Management
Customer Support
It Operations
Service Management
Start Up Ventures
Wayne Gorden Education Details
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UclaInformation Management
Frequently Asked Questions about Wayne Gorden
What company does Wayne Gorden work for?
Wayne Gorden works for Sourceoptima Inc.
What is Wayne Gorden's role at the current company?
Wayne Gorden's current role is Consultant.
What is Wayne Gorden's email address?
Wayne Gorden's email address is ws****@****den.com
What is Wayne Gorden's direct phone number?
Wayne Gorden's direct phone number is +141542*****
What schools did Wayne Gorden attend?
Wayne Gorden attended Ucla.
What skills is Wayne Gorden known for?
Wayne Gorden has skills like Saas, Telecommunications, Professional Services, Pre Sales, Start Ups, Management, Voip, Strategy, Enterprise Architecture, Customer Service, Crm, Wireless.
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