Director of Partner Success

• Feb 2023 - Present

Establish policies that promote company culture & vision Assemble a team of the right people in the right positions Manage relationships with partners/vendors Assess & implement improved processes and technologies High-level decisions about policy and strategy Establish policies that promote company culture & vision Assemble a team of the right people in the right positions Manage relationships with partners/vendors Assess & implement improved processes and technologies High-level decisions about policy and strategy

Support Manager

• Mar 2018 - Feb 2023

Technical Application Specialist

• Jan 2014 - Mar 2018

-Provide customer support, including phone & email support, trouble-shooting and problem diagnosis, lab trials, and training. -Develop and enhance customer support processes and evolve the overall customer care experience. -Provide support to software engineers in understanding/reproducing and resolving field issues. -Development and implementation of manual and automated test suites and practices to test the entire product line. -Work in a team environment to maximize customer satisfaction by helping to deliver a solid product through better testing methods and practices.

Technical Support Lead

• Mar 2007 - Jan 2014

- Provide superior technical support to customer inquiries/problems, via phone and email. - Assist internal technical support staff with all their needs by providing solutions or escalation to any unresolved issues. - Work closely with Engineering and Development teams to assist in testing and developing manual workaround until there are code fixes to unresolved bugs. - Review and maintain all internal and external technical documentations related to Managed Workplace software. - Assist in the creation and maintenance (Review, approve and publish) of all Knowledge base articles related to Managed Workplace Software. - Engage Product Verification and Development teams as required on escalated issues, and provide them all information required to assist in quick resolution. - Prioritize, multiple tasks and Top Call Generators and high priority bugs through triage to meet all deadlines. - Create and update escalated cases and email partners with solutions until a code fix is available. - Directly support enterprise and corporate accounts for all their critical issues. Provide quick resolution for all their concerns which also included direct engagement of development resources as required. - Assist management and sales teams with any on-boarding and technical questions to secure a sale or maintain Managed Workplace partners commitment on renewals. - Prioritize and handled multiple tasks to meet all project deadlines. - Attend and comment on all upcoming features and design meetings for the product road map. - Attend weekly triage meeting regarding all escalations and features to prioritize, get status updates from the Engineering team and provide the info to all partners that reported the bug. - Maintained and closely monitored our Critical Managed Workplace Cloud environment and provided status update for “C” levels and Engineering staff on any issues.

Backline - Enterprise Server Support Engineer

• Aug 2001 - Nov 2007

-Setup, installation, configuration, and troubleshooting HP-Compaq Proliant Servers, Network teaming, Systems insight manager, Top Tools, Remote insight boards, Netserver, fiber and cluster support, HP Tape Drives, and Storage Units, Microsoft, Novell 5.1 and 6.5 o/s support. -Assist onsite technicians, resellers as well as management with troubleshooting, planning, upgrading, and disaster recovery-related issues. -Process elevation and escalation of cases unable to be resolved by escalation engineers and mission control in the field. -Performed Global phone-based troubleshooting for HP/Compaq Enterprise servers and storage systems within the Novell Netware and Microsoft Windows.