• Define, implement, monitor, and report on group-level OKRs (Objectives and Key Results). • Manage a global team of L3 support engineers, ensuring effective communication, collaboration, and performance.• Lead initiatives to continuously reduce the Mean Time to Resolution (MTTR) of support issues through automation and technical development projects.• Contribute to agile development by reporting enterprise customer pain points and advocating for their needs.• Participate in the global Change Control board for production code releases, ensuring customers are prepared, educated, and aware of changes that may disrupt established workflows. • Scale support processes and systems to efficiently handle increasing customer demands and maintain high service levels.• Act as the liaison between enterprise customers and the development team during business-impacting escalations, ensuring effective communication and timely resolutions. • Coordinate with internal stakeholders to establish robust business continuity practices and minimize customer impact.• Perform the role of Incident Commander during production outages, coordinating information flow between development teams and providing updates to impacted customers..• Collaborate cross-functionally with all teams to support the achievement of 99.99% uptime for all services. • Created and implemented an on-call bonus system for teams responding to incidents outside of normal working hours, resulting in higher retention of team members and improved incident response. • Participated in the selection, architecture, and implementation of a new company-wide IT Service Management (ITSM) tool, enhancing operational efficiency and customer satisfaction.• Champion DEI initiatives within the engineering organization, fostering an inclusive and diverse team environment.• Coach and mentor team members, promoting their professional growth and development.

• Ensure the delivery of high-quality service and support through the supervision of a high-performing team of technical support analysts. • Provide leadership to ensure that the overall operation has well-defined organization, structure, and processes that support the company’s objectives while responsible for the support of various highly technical software solutions that are a critical part of the client's day-to-day operations.• Lead, motivate, inspire, and support a team of highly-skilled, experienced technical support analysts.• Create and implement tactics to drive consistent and meaningful employee engagement as measured by employee engagement surveys.• Accountable for exceeding department metrics focused on delivering an exceptional customer experience.• Empower and prepare the team to address client questions and concerns accurately within the first contact or as quickly as possible while working to exceed client expectations.• Develop and maintain an environment where the team is committed to acting with urgency, frequently communicating, resolving issues accurately, and working collaboratively.• Review and respond to customer surveys to learn and drive improvement.• Take ownership of all escalated customer issues, working to resolve them in a timely, professional manner while making changes based on root cause analysis.• Serve as the voice of the customer, partnering with the Sales, Professional Services, Product, Development, and Operations groups to achieve objectives in favor of the customer.

• Served as a valued member of the support and escalation team, responsible for timely, accurate, and detailed responses to technical support inquiries that come from internal customers.• Responded to customer inquiries via email, casework, and chats, identifying, troubleshooting, documenting, and resolving customer inquiries in a timely, professional manner.• Provided advanced troubleshooting of supported services to ensure customer satisfaction. • Led incident response and management of escalation paths to DevOps and Engineering teams while providing timely and accurate information to the affected parties.• Reviewed, managed, and followed up on open issues as needed and ensured individual and team service level agreements (SLAs)/key performance indicators (KPIs) were maintained and on track.• Collaborated on documentation creation needed for internal cross-functional teams and documented support-related processes and standard operating procedures (SOP).Notable achievements while in the position included:- Brought on board after successfully completing a role as an Agriculture Technical Support Intern.

• Served as a firefighter within the communities of Frederick and Firestone in Northern Colorado, covering 36 square miles.• Held a key role as one of two attending EMTs in the department, allowed to serve as an on-scene medical leader. • Delivered high-level performance while on deployments to multiple wildfires throughout Colorado.• Trained in the use and care of specialty tools and equipment, including demolition saws, high-pressure air bags, hydraulic extrication equipment, chainsaws, rigging for high and low angle rope rescue, dry suits in ice and swift water rescues, building shoring and stabilization using air and wooden shores, and general hand tools. • Served as a Senior Firefighter, leading the training and onboarding of new firefighters and acting as a mentor and leader to ensure a smooth transition into the fire service. • Secured and controlled incident scenes, coordinating with law enforcement to protect the first responders and the patients.• Completed detailed and thorough reports of all incidents in which the group was called to service.