Experience

Govenda

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director Of Operations

  • Mar 2018 - Present

  Responsibility for IT, human resources, recruiting, finance/accounting, SaaS metric reporting, corporate operations, and organizational effectiveness. Highlights: Created Standard Operating Procedures (SOPs) for all HR, IT and Finance processes Project manager for two corporate office moves Learned and optimized Zuora in 3 months to ensure accurate revenue recognition & deferred revenue Daily Quickbooks Online reconciliation for all A/P and A/R Led monthly recurring revenue (MRR) expansion project increasing 2019 annual revenue by 7% Responsible for recruiting, onboarding, benefit management, payroll and H-1Bs / Green Cards Show less



SubCentral

• Software Development
• 1 - 100 Employee

• Director, Customer Success

  • May 2017 - Mar 2018

  Responsible for all facets of customer success, driving customer feedback into the product development roadmap and assisting the CEO in overall company operations to include HR, finance, sales, marketing and investor relations. Accomplishments: Identified all customer pain-points with existing product features and led redesign efforts to refactor these key elements so that product performance was not a roadblock to sales and marketing success. Successfully on-boarded all new customers through a combination of meetings, training sessions, hands-on implementation and working closely with the development team to address any spot issues which might arise during this critical phase of customer adoption. Led daily stand-up meetings with the development team to ensure all customer success issues were promptly addressed and all Engineering sprints stayed on schedule with high quality software releases on a frequent basis. Performed all corporate due diligence on behalf of the CEO to close venture investments. Show less



Treatspace

• Technology, Information and Internet
• 1 - 100 Employee

• Vice President Operations

  • 2013 - Apr 2017

  Hired (pre-angel investment) to bring organization and structure to a fast growing Health IT company focused on patient engagement, referral management and clinical collaboration. Areas of involvement include financial reporting (budgeting, forecasting and SaaS metric management), engineering discipline and focus, product management, human resource management, customer success, project management, board book preparation, operational fulfillment and venture capital due diligence for angel and seed investment rounds. Led engineering team to successfully deliver four enterprise ready products which were committed to customers prior to my hiring. Tasks included interviewing customers, developing requirements, studying customer workflows, detailed product design, conducting quality assurance testing and deployment at multiple customer sites. Show less



Panasas

• United States
• Software Development
• 1 - 100 Employee

• Director, Global Services

  • 2003 - 2013

  First in-house Service employee charged with the organic creation of the Global Customer Service organization in support of high performance storage coupled with an object-based, distributed, parallel file system. Built and managed a team of 16 Technical Support Engineers (Pittsburgh, PA and Sunnyvale, CA) who support 300+ customers and $300 Million of install base globally on a 24x7 basis. Designed and implemented all customer service telecommunications infrastructure and web presence (https://my.panasas.com). Architected and deployed Siebel and Salesforce.com CRM infrastructures for all customer-facing communication and internal data resource needs (integration with Microsoft Dynamics-GP ERP). Developed all processes for the following customer service responsibilities: software distribution, entitlement tracking, service offerings, service data sheets, services SKUs and pricing, product “phone-home” capability, KBase, Service Request management, global logistics, release notes, product serviceability, escalation management and internal/external training. Directly responsible for a $3M service budget and $12.5M of company revenue. Personally managed all customer escalations requiring detailed research with development engineering, root cause analysis, and action items with follow-through. Viewed as the “go to” customer-facing voice when significant escalations are initiated from our highest profile, Fortune 500 customers. Show less



FORE Systems / Marconi

• Network Engineer Manager

  • 1999 - 2003

  Daily responsibilities included leadership and management of 15 Field Network Engineers, all 3rd party field engineer functions, P&L functions (including $5 million budget), and coordination of all Optical / ATM training activities for the company. Developed field-engineering products and collateral (with detailed scopes of work and deliverables) that were added to the Service price list. Achieved $5 million in Field Network Engineer revenue in FY03 independent of internal Marketing or Sales support. Project managed and successfully deployed the global support plan of Marconi ATM Products for all Microsoft Corporation offices to include: 24x7 phone support, software upgrades and 4-hour parts replacement with onsite engineering support. Show less



U S WEST

• United Kingdom
• Advertising Services
• 700 & Above Employee

• Manager

  • 1997 - 1999

  Managed 30 union employees in the successful resource balancing of 300 field technicians and 2000 work items daily. Deployment manager for a new technician dispatch system maximizing customer satisfaction and experience while maximizing routing efficiencies yielding a cost savings of $30 million annually. Managed 30 union employees in the successful resource balancing of 300 field technicians and 2000 work items daily. Deployment manager for a new technician dispatch system maximizing customer satisfaction and experience while maximizing routing efficiencies yielding a cost savings of $30 million annually.



United States Marine Corps

• United States
• Armed Forces
• 700 & Above Employee

• Officer

  • 1992 - 1997

  Range Company Commander - Responsible for the welfare and training of 100 Marines and the daily operation of 3 live-fire rifle ranges and 1 pistol range. Responsible for the safety and marksmanship training of 20,000 Marine recruits and over 8,000 Marines. Operations Officer - Responsible for the daily operations of the base. Project manager for all of the Depot’s command visits which included the Secretary of Defense, Four-star Generals, foreign dignitaries, U.S. Governors, U.S. Congressmen, educators and youth groups. Coordinated the Depot’s hurricane emergency management efforts during Hurricanes Bertha and Fran. Recruit Series Commander – Leader of 16 Drill Instructors and responsible for the health, safety and training of 250 recruits every three months. Radio Platoon Commander – Leader of 60 Marines for the Radio Platoon. Installed, operated and maintained the tactical single-channel radio (HF, VHF, UHF, SHF), multi-channel radio, switching and data communications in support of 3,000 Marines. Responsible for over $20 million of communication assets and 40 communication vehicles. GPS/PLRS Platoon Commander – Leader of 15 Marines and $6 Million of equipment for the Position Location Reporting System Platoon (Navigational Radios). Designed a UHF communication system to track the location Marines throughout an 80 square mile triple canopy jungle. Show less