Experience

CDS Visual, a Dover company

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Customer Success Manager

  • Apr 2022 - Present

  CAD-based CPQ & eCommerce visualization technologies CAD-based CPQ & eCommerce visualization technologies



SST Group, Inc.

• United States
• Medical Device
• 1 - 100 Employee

• Custom Success Manager

  • Jan 2022 - Apr 2022



WiLine Networks

• United States
• Technology, Information and Internet
• 100 - 200 Employee

• Customer Success Manager

  • Sep 2017 - Jun 2020

  Knowledge of Customer Management, Professional Services and Technical Support organizations operate in technology companies Identify and improve adoption while becoming a trusted partner for key accounts. Passionate about relationship development, solution building, and the customer experience. Lead cross-functional teams and influence them to address critical situations with urgency. Strong ability to cross-collaborate and partner with different stakeholders Knowledge of Customer Management, Professional Services and Technical Support organizations operate in technology companies Identify and improve adoption while becoming a trusted partner for key accounts. Passionate about relationship development, solution building, and the customer experience. Lead cross-functional teams and influence them to address critical situations with urgency. Strong ability to cross-collaborate and partner with different stakeholders



Fiserv

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

• Client Service Manager (CSM) II

  • Oct 2015 - Mar 2017

  Enterprise Operational Support , advocate, and liaison for Electronic Payments, Aggregation, Popmoney, TransferNow digital banking products. Work hand-in-hand with C-Level Executives and key stakeholders to achieve and maintain continuity within the accounts. My support is the primary voice of the clients guiding their needs toward goals, forging strong relationships throughout every level of the organization. My role as the CSM will be responsible for overall customer well being by monitoring customer health, proactively addressing any issues, and acting as an escalation point, as needed. Focusing and Driving: Client Management Operational Management Technical Account Management Client Satisfaction Proactively managing the operational requirements of assigned client base; ensuring quality delivery and maintenance support of all products and services to assigned client base. Ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded Responsible for managing and developing operational relationships for assigned client base; taking primary responsibility for driving client satisfaction with service delivery. Show less



Drobo, Inc.

• United States
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Tier 3 Support Engineer

  • Nov 2013 - Jan 2015

  Provide support for diagnosing, reproducing, and fixing software and hardware issues with RAID storage devices. This includes reproducing and resolving high speed data transmission issues with USB 3.0 , Thunderbolt connection issues . Other duties and responsibilities include managing multiple corporate social media accounts for presales and support mentions and Amazon reviews. In addition, support VIP (high profile) cases with extra care assigned by executive management. Essential functions, projects & experience: • Provide final escalation point for Tier1 & Tier2 support cases • Respond to Amazon, Twitter & Facebook technical requests • Provide metrics weekly for social media trends • Support DAS & NAS Drobo storage devices • Support Personal Cloud products: Transporter & Transporter Sync • Create Knowledge Base articles for internal and public company data bases • Assist Sales with pre & post Technical Support requests • Experience with bug-tracking platforms Bugzilla & JIRA • Log customer issues in the CRM RightNow / Oracle, • Develop Authorized Service Provider training materials for future partners • Develop internal training documentation for support department new hires • Assist RMA department with hardware testing • Recover data from customers DAS & NAS units in special scenarios • Experience with data recovery, cloning, disk wiping & files system repair utilities • Hands on building experience with high performance computers for CAD, DCC & VE • Answer Forum and various internal support group questions • Provide Social Media feedback to Support Manager, VP of customer Service , product management and engineering to address issues, software releases and upcoming products changes • Contribute best practices, deployment tips to the Drobo & Connected Data knowledge database and Forums • Test & setup Drobo storage devices & Connected Data personal cloud products; Transporter & Sync Show less



Prosoft Engineering

• Software Development
• 1 - 100 Employee

• Product Manager, Technical Support Manager & QA

  • Dec 2008 - Feb 2013

  Product Manager- Specify market requirements for MediaTools Wipe & Clone apps by conducting market research. Work with software engineers to develop Wipe and Clone products. http://www.prosofteng.com/blog/prosoft-launches-mediatools-wipe/ Influence engineering to keep features sets to appeal to both single and corporate users. Develop technical documentation for manuals, website and blogs. Built high performance server for testing features, performance, benchmarking and compatibility with various add-on I/O PCIE cards. Work closely with enterprise customers, hardware vendors and reviewers. Utilize benchmarks and performance specs to guide users of ideal platform configurations. Oversee PC products and software updates. Support Lexar Media and track “ Image Rescue 4” (Lexar branded Prosoft product) and maintain working versions for OS requirements, Assist Mac software engineers with customer issues and Apple Appstore requirements. Technical Support Manager - (Have Technical Support Manager responsibilities in addition to Product Manager) •Ensure companies continuous, courteous and professional technical support coverage. •Effectively manage and resolve customer technical problems while ensuring a high level of customer satisfaction. •Mentor and improve the Technical Support Representatives through coaching, knowledge transfer and process improvement. •Responsible for generation of support documents to guide the customer on product applications and to address known issues and problems. •Customer advocate across all departments within Prosoft to ensure proper service delivery. Excellent Internet Customer Reviews for all products: Data Rescue 3 Amazon.com positive posts http://amzn.to/Ifs8H4 Drive Genius 3 Amazon.com positive posts http://amzn.to/uvri8h Author knowledge-base articles & FAQ's to assist customers with self help content. Show less



L & M Mortgage

• Loan Officer

  • 2007 - 2009

  Cultivate, qualify and process A paper loans. Including: documentation control, appraisal , underwriter conditions feedback and customer service, credit repair recommendations. Cultivate, qualify and process A paper loans. Including: documentation control, appraisal , underwriter conditions feedback and customer service, credit repair recommendations.



PNY Technologies

• United States
• Computers and Electronics Manufacturing
• 200 - 300 Employee

• Field Application Engineer

  • Apr 2002 - Apr 2004

  Provided 2nd, 3rd and dedicated support for OEMs and System builders within the Nvidia Quadro Professional Graphics division. Trained Distributors phone sales teams on Quadro professional graphics workstation products. Assisted Technical Support Team when needed on specific engineering issues. Provided dedicated support for system builders on Quadro products. Provided 2nd, 3rd and dedicated support for OEMs and System builders within the Nvidia Quadro Professional Graphics division. Trained Distributors phone sales teams on Quadro professional graphics workstation products. Assisted Technical Support Team when needed on specific engineering issues. Provided dedicated support for system builders on Quadro products.



ELSA INC USA

• Technical Support Manager

  • Apr 2000 - Apr 2002

  Managed the Technical Support Team Provided 2nd & 3rd tier support Performed product training for professional graphics workstation video cards for distributors: (Tech-data ,Ingram Micro ,Bell Micro) Worked with Nvidia FAE's to resolve hardware failures, packaging , hardware drivers issues and packaging. Managed the Technical Support Team Provided 2nd & 3rd tier support Performed product training for professional graphics workstation video cards for distributors: (Tech-data ,Ingram Micro ,Bell Micro) Worked with Nvidia FAE's to resolve hardware failures, packaging , hardware drivers issues and packaging.