Experience

iCorps Technologies

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

• Director of Operations

  • Aug 2016 - Present

  Responsible for building and leading high performing Consulting teams, driving operational excellence, client success, project management and Account Management. Provide direction for the day-to-day aspects of operations and service delivery, leading Consulting services, the Network Operations Center and services dispatch. Span of control includes internal IT Help Desk, IT Consulting Services and MSP Managed Services. • Day to day management and direction of 40+ IT Consultants across multiple geographic regions. • Optimizing scheduled assignments to maximize utilization and customer satisfaction. • Staff and manage professional services engagements. • Define and direct career development paths and proactively coach the team to attain the skills to support business expansion. • Coach and develop all Consulting levels and Network Operations Center (NOC) Engineers. • Define and implement NOC best practices to ensure the appropriate system of controls are in place over the delivery of Managed Services and Help Desk Support. • Ensure IT Assessments are complete, accurate and driving business value. • Provide Account Management for key accounts to adopt best practices and expand IT utilization to drive business results. • Onboard new clients, manage relationships and facilitate business transformation and cloud adoption. • Recruit, hire, train,develop and retain top talent.



Zerto

• United States
• Software Development
• 400 - 500 Employee

• Director, WW Support Engineering

  • May 2015 - Jul 2016

  Responsible for worldwide front line and back line Support Engineering and escalation management. • Doubled the Global Support team in 2015; designed the organizational structure to more than double in 2016. • Defined and implemented the escalation management process. • Defined and implemented projects, policies and procedures to ensure consistency and service excellence. • Defined and implemented Customer Satisfaction survey and closed loop process improvement procedures. • Engage customers to adopt the Zerto solution. • Developed strategic relationships with Development, Quality Assurance and Product Management.



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Director of Worldwide Technical Support

  • Oct 2011 - May 2015

  • Provided Worldwide Technical Support leadership for HP Data Protection and Information Governance, a 135 person best in class global HP Technical Customer Support team and a 120 person front line partner Support team. • Delivered proactive account management services to assist customers adopt solutions and achieve the full value of their software investment. • Strategized with Sales Management to land new business opportunities and expand our footprint in key accounts. • Delivered Technical Support for over 50,000 customers. • Achieved and maintained 95.5% customer satisfaction rating while managing over 5,000 cases per month. • Responsible for managing critical customer escalations and Executive communications for both cloud based services and licensed products. • Worked collaboratively across Engineering, Operations, Product Management, Sales and Network Services to address and resolve critical customer satisfaction issues and influence product development. • Partnered with Sales and Legal to respond to RFP’s and manage contract terms. • Negotiated Technical Support terms in cloud and license sales opportunities. • Delivered Premier Support offerings to enhance customer satisfaction, improve adoption rate and grow revenue. • Member of the Preserve Pillar Leadership team responsible for leading the business to execute on strategic and tactical plans. Represent Support during quarterly Business reviews and product planning sessions. • Made strategic product decisions as a Governance Team and Product Team Committee member. • Worked collaboratively with Pre-Sales to close new business during Proof of Concept initiatives. • Regularly set engineering priorities with Engineering Management to address critical customer issues and redesign processes focused on customer satisfaction. • Designed and implemented processes and procedures to work collaboratively with our third party Support delivery partner to ensure customer success.



Iron Mountain

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Director of Worldwide Technical Support

  • 2009 - Jun 2011

  • Set the strategic direction of a 62 person team to provide best in class Technical Customer Support.• Managed critical customer escalations and Executive communications for seven cloud based services as well as two licensed products for the Enterprise, SMB and retail markets.• Worked collaboratively across Engineering, Product Management, Operations, Network Services and IT to address and resolve critical customer satisfaction issues and influence product development.• Responsible for the Total Customer Satisfaction (TCS) program to drive customer business needs. Achieved TCS Champion status, the highest level of achievement, each year. Reduced critical customer accounts by 80%.• Governance Board member responsible for directing numerous product teams to build new products and services.• Led the management team in the analysis, selection and implementation of a new CRM system. Converted three CRM platforms to one platform. Implemented a web portal to enable customer self-service.• Led the initiative to build a global 24x7x365 center of excellence for Technical Support in Bangalore, India.o Developed the budget, staffing plan, training plan, network requirements, Telecom requirements and shift schedules. Executed the plan to hire and train over 30 Technical Support resources on time and within budget.o Launched two level 1 Support Centers and two Level 2 escalation Support Centers.o Broke even within 14 months of service launch. YoY savings of 45%.

• Director of Pre-Sales Engineering and Technical Support

  • Mar 2006 - 2009

  • Led a Pre-Sales team of 30 FTE and a Post Sale Technical Support/ Technical Account Management team of 58 responsible for closing new business, adopting the solutions and expanding consumption. • Established a Critical Accounts management process to track and actively manage “at risk” customers. • Launched the Customer Advocacy program to bring the voice of the customer to non-customer facing disciplines that play a vital role in Customer Success such as Cloud Operations and Engineering.• Directed the training and cross training of the Pre-Sales Engineers to support multiple product sales initiatives within each Sales region improving sales efficiency, effectiveness and coverage.• Defined a new regional organizational structure for Pre-Sales Engineering to best support multi-product sales. • Recruited, hired and managed Pre-Sales Engineering regional managers to meet or beat sales objectives.• Strengthened the working relationship across Pre and Post Sales teams inclusive of Professional Services to focus on Customer Success.



Iron Mountain

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Director of Pre-Sales Engineering

  • 2005 - 2006

  • Developed and executed the strategic plan to unify four separate Pre-Sales Engineering teams together into one cohesive team while defining common policies, practices, procedures and Compensation plans.• Led a Pre-Sales team of 30 FTE to demonstrate our offerings, manage proof of concepts and be the technical sales advocate to assist in closing new business and adopt our solutions.• Directed the training and cross training of the Pre-Sales Engineers to support multiple product sales initiatives within each Sales region improving sales efficiency, effectiveness and coverage.• Defined a new regional organizational structure for Pre-Sales Engineering to best support multi-product sales.

• Director of Client and Professional Services

  • 2004 - 2005

  • Hired and directed a team of service professionals responsible for defining customer requirements, preparing the Statement of Work and onboard customers to achieve full adoption.• Defined Service offerings to obtain new business and expand the usage of our solutions. • Maintained ongoing business relationships to ensure customers obtained the business value of their investment and identify opportunities to expand our business relationship.• Continuously improved the onboarding process efficiency across Client Services, Network Services, Database Administration, Engineering and the Storage team.• Tracked, trended and managed at risk customers and projects. Reviewed at risk customers on a weekly basis with Senior Management and Customer Executives.

• Manager of Client and Professional Services

  • 2001 - 2004

  • Hired and managed a team of service professionals responsible for defining customer requirements, preparing the Statement of Work and onboard customers to achieve full adoption.• Defined Service offerings to obtain new business and expand the usage of our solutions. • Maintained ongoing business relationships to ensure customers obtained the business value of their investment and identify opportunities to expand our business relationship.• Continuously improved the onboarding process efficiency across Client Services, Network Services, Database Administration, Engineering and the Storage team.• Tracked, trended and managed at risk customers and projects. Reviewed at risk customers on a weekly basis with Senior Management and Customer Executives.

• Principal Engineer

  • 2000 - 2001

  Worked across Engineering, Database Administration, Storage and Network Services to build and deliver Image and Email Archiving SaaS solutions.



BankBoston

• Sr. Systems Manager - Bus. Process Reengineering, Imaging, Content Management, Workflow Technologies

  • 1990 - 2000



PwC

• Professional Services
• 700 & Above Employee

• Manager, Information Technology Services Consulting - CISA

  • 1990 - 1990