Experience

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  Leaders in Customer Success & Technical Management in the San Francisco Bay Area

  • Online

  • Founder | Customer Success Technical Manager

    • 2013 - Present
    • Online

    • Attending Networking Events• Researching Industry Leaders• Tracking Industry Trends• Participating in Industry Discussions

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  M Squared at BioMarin

  • Novato

  • Senior Consultant

    • Apr 2016 - Apr 2016
    • Novato

    Develop scorecards for supply chain planning and procurement.Assist with development of benchmarking.Assist with documentation and project support.

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  Experience Unlimited

  • Walnut Creek

  • Director of Business Operations

    • May 2014 - Nov 2015
    • Walnut Creek

    Manage the input of data and metrics for non-profit networking organization of approximately 150 professional people. This non-profit volunteer organization reports events and volunteer hours to the Employment Development Department of the State of California to assist professionals in the pursuit of employment.

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  M Squared at CISCO Systems

  • Milpitas, California

  • Senior Consultant

    • Dec 2013 - Apr 2014
    • Milpitas, California

    Logistic coordinator for TelePresence systems assisting in ensuring delivery information provided for scheduling and shipping systems. Handled naming and entering new product information into the system used for financial and configuration of endpoints for sales orders.Primary focus on handling and reducing the backlog of product ion storage for shipment to partners.Communicated with partners and Cisco Account Managers to assist in gathering shipping information.Coordinated information of new product labeling with Product Managers ensuring the branding was within Cisco given standards.Collaborated with engineering to ensure the new automated TelePresence ordering system included all the information needed to ship and reference products in the backlog waiting for shipment.Weekly reporting using Microsoft PowerPoint and excel providing graphical representation of data.

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  EMC/Docmentum

  • Pleasanton, CA

  • Senior Manager Support Readiness

    • Aug 2006 - Feb 2013
    • Pleasanton, CA

    Managed team responsible for increasing quality of existing and new product development using the Agile development model.Contributor to Management Development team delivering new solutions offered through SaaS/OnDemand and mobile client.Provided input to training requirements for new products and the existng product stack.Contributed to new product release criteria, quality and technical reviews driving the direction of existing and new products.Presentations using Microsoft PowerPoint and excel pivot tables for data representation.Used Six Sigma and Lean Six Sigma methodology to increase the usability of the product suite.

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  EMC/Documentum

  • Pleasanton, CA

  • Senior Manager Techncial Support

    • Aug 1996 - Mar 2006
    • Pleasanton, CA

    Senior level manager responsible for technical support areas in case management enterprise software. Hands on experience with product stack. Team of 12 members responsible for the content server portion of the product suite. 24x7 chat and escalations for enterprise customers.Experience leading technical team and developing 24x7 process and procedures for call center and senior level support personnel.Handled escalations with customer, professional service and partners.Capable of leading and motivating individuals to maximize levels of productivity.Implemented standards, processes and procedures improve business functionality.Spearheaded numerous projects from conception to deployment.Personal interaction with senior managment, worldwide support staff and customer base to increase productivity, technical expertise, and build strong loyal customer relationships.Certified Support Manager through TSA.

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  Computer Associates/ASK/INGRES

  • Alameda, CA

  • Senior Mananger Technical Support

    • Aug 1989 - Aug 1996
    • Alameda, CA

    Managed a team of technical and call center personnel servicing our customer base and troubleshooting the Ingres RDBMS.Reported directly to senior level executives providing best practices and direction to manage the day to day operations.Implemented system to route customer calls directly to support member with expertise for the particular customer issue.Handled escalations with customer, professional service and partners.

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  Chevron, Ortho Division

  • Richmond, CA

  • Relational Database System Administrator

    • Aug 1974 - Aug 1989
    • Richmond, CA

    Backup and recovery operations for Ingres database containing all the compounds created for testing viable products and VMS operating system. SQL queries to analyze effectiveness of synthesized compounds to move to next level of testing.Submitted EPA submission requests for new herbicides, insecticides and pesticides.