● Helped grow a global team with a follow-the-sun model.● Spearheaded a variety of Support process improvements to drive efficiencies.● Customer sat hold steady and high as customer base grew by 5X.● Implemented SalesForce reporting and dashboards.● Heavily involved in CRM migration project from NetSuite to SalesForce.● Sat on Management Review Board for Cloud-based monitoring and reporting tool.● Developed on-boarding training program for new T3 hires.● Spearheaded a Harms Way program to proactively upgrade customers at risk.● Hired a Support team to cover Americas Central/ East region.● Conducted Quarterly Business Reviews with peers and with management.● Managed Customer Escalations (technical and sat).● Heavily involved in integration efforts after SolidFire was purchased by NetApp in February 2016.● Trained new Sales and Pre-Sales hires in SolidFire Support processes.

● Heavily involved in design of CRM tool and process.● Created a Support Team Handbook.● Created a Support documentation strategy (for case avoidance).● Helped to create and document Support Process flow including follow-the-sun, on-call,escalations.● Managed Customer Escalations (technical and sat).● Created a capacity model to drive hiring planning.● Worked Tier 3 and escalation cases.

Gresham Enterprise Storage (2004 to 2013) Product Manager, Parker, CO● Drove features and fixes into 2 major releases and 4 patch releases. Technical Support Manager, Austin, TX and Parker, CO ● Spearheaded Customer Resource Center in SalesForce to replace the existing technical support web pages.● Spearheaded web-based customer licensing application.● Drove efficiencies through process change after a disposal and restructure. Pre-Sales Engineer, London, UK● Instrumental in positioning new software and service offerings.● Designed and implemented pre-sales strategies that resulted in the creation of many leads andtheir subsequent conversion into opportunities and sales. Professional Services Engineer, London, UK● Working onsite in numerous Global 200 accounts throughout Europe.

Release Manager, Austin, TX● Defined process for Sustaining release and NPI (New Product Introduction).● Designed and implemented QA process.● Influenced the direction of product design and strategy.Support Engineer, Austin, TX● Worked customer cases and escalations.

QA Engineer, Austin, TX● Conducted platform testing on Windows, Solaris, AIX, HP-UX.● Created QA test plans.● Delivered training to Sun Microsystems, other partners and to customers.● Drove product features.● Worked with Engineering, QA and Support to spearhead product change request process.