SUMMARY:

• Proven Support Leader with over 17 years of experience developing and leading successful technical, relationship and customer service teams.
• Proven track record in customer satisfaction with consistently high Transaction Net Promoter ( Confidential - Confidential ) Scores, turnaround of underperforming teams, with increased stability that leads to install base growth.

• Developed and executed the plan that created a team of managers and engineers to run a Technical Assistance Center for a Managed Back-Up service provider.
• Manage team of Account Managers, Accounts Receivable, Managed Back-Up and Network Security Engineers.
• IPv6 (SME) Subject Matter Expert for account management team.
• Proven results in Team Building and Development.
• Departmental policy and procedure creation.
• Project Manager for a Large-Scale Implementation of custom software package worldwide for the scanning of DNA Microarrays called GeneChips®.

PROFESSIONAL EXPERIENCE:

Confidential

Manager of Technical Support

Responsibilities:

• Hired to build a world class team of support technicians
• Grew team from 3 support technicians in Austin Texas to a team of 11 globally supporting customers in the US, Japan and Europe.
• Built company SOP’s for technical support
• Built on-boarding process for new Technical Support personnel
• Created and implemented a ticket review process to help coach Technical Support team on soft skills and proper etiquette when communicating with customers.
• Created a Root Cause Analysis process to identify areas where we could learn and improve from system issues or outages.
• Customer escalation point of contact
• Handled all customer facing Incident reports.

Confidential, Austin, TX

Manager - Fanatical Support

Responsibilities:

• Successfully revitalized and led an underperforming team of network security engineers supporting over 10,000 Confidential Hybrid customers by instilling a strong focus on improving interdepartmental relationships, customer satisfaction and loyalty which has led to higher team morale and an increase in team Confidential - Confidential scores.
• Successfully took over and lead underperforming team of network security engineers supporting enterprise class customers. Re-engaged staff and grew the team from a low of 6 engineers to 15 in a 6 month period. Became the highest Confidential - Confidential rated technical team in the entire company for the last 4 consecutive quarters.
• Provides strategic leadership and direction for up to 22 employees in a cross functional team encompassing: Accounts Receivable, Account Managers, Managed Backup Administrators and Network Security Engineers for the delivery of fanatical support to the entire Confidential Hybrid customer base.
• Manage personnel activities for immediate staff including, hiring, training, performance reviews, motivational rewards and disciplinary actions as necessary.
• Oversee and handle customer escalations to insure ultimate problem resolution and customer satisfaction.

Account Manager

Confidential

Responsibilities:

• Coordinate and manage the business and technical relationship for assigned customers in the emerging segment, determining customer needs and coordinating between various teams, such as managed backup, Linux support, Windows support, network security, sales and billing as needed to insure customer expectations are met.
• Conduct customer Rackspace 101 introductory phone calls to familiarize our customers with the Rackspace portal and our support team, insuring our relationship has a fanatical start.
• Negotiate and process renewal contracts, system and service upgrades.
• Schedule and manage system maintenance(s) and upgrade(s) to insure proper QC and scheduling takes place to minimize customer impact.
• Handle customer escalations to insure proper situation resolution as well as minimize the chance of duplicating an issue.
• Confidential follow up with customers who are unsatisfied with a particular situation(s) to better understand where we can improve. Documenting improvements that can be made and restoring the customers belief that we truly are fanatical about our service and that we do appreciate their business as well as their honest feedback.
• Fanatically support everyone I come in contact with whether it is a fellow racker or a Rackspace customer.

Confidential, Austin, TX

Leveraged Customer Service Representative

Responsibilities:

• Managed customer service, billing and sales issues for all Confidential & Confidential landline, DSL, U-Verse and combined mobile customers Confidential the Austin Premier Call Center. Consistently retained customers through excellent customer service and cost benefit analysis. Retained 95% of those customers calling to cancel service.
• Reduced call-handling time by an average of two minutes per call allowing an increase of 10% in call volume per day.
• Received five written commendations from customers for excellent customer service and two written commendations from regional manager.

Confidential, Houston, TX

Senior Systems Engineer

Responsibilities:

• Managed a team of integration engineers through proof of concept into deployment of Confidential backup/recovery application on a clustered Redhat Linux server platform with a Postgres SQL database engine Confidential data recovery center in Carlstadt, NJ. Served as single point of contact for customer C-level executives and technical staff.
• Managed project to completion $22,000 under budget and two weeks ahead of schedule leading to a follow-on contract worth over $60,000 to replicate the NJ environment with a second environment in Pittsburgh, PA.
• Confidential now uses the Confidential backup/recovery as an offsite online backup recovery product to its clients.

Confidential, San Diego, CA

Senior Sales Engineer

Responsibilities:

• Designed and presented Confidential technical sales and software demonstration webinars to potential enterprise customers and service providers.
• Conducted customer network analysis, data assessment in complex environments with multiple remote offices, hundreds of remote or mobile users and combined Windows, Netware and Linux Systems.
• Created initial software design and implementation and training for proof of concept.
• Qualified and managed leads allowing the sales team to focus on following real leads and closing more.

Confidential, Chantilly, VA

Technical Manager

Responsibilities:

• Transferred to Texas to be the go-to person for establishing a regional support center in southwestern US.
• Responsible for all aspects of technical operations. Insured all systems were functioning and all customer backups were completed without error.
• Daily communication with customers, ensuring our service was exceeding expectations.
• This established regional presence gave our customers the confidence in Confidential supporting their growing data needs.
• Supported pre-sales activities including customer network analysis, data assessment, and technical presentation of Confidential ’s backup/recovery solution. Designed a customized solution to meet the needs of each potential customer.
• Supported post sales activities including solution integration on a Windows 2005/MS SQL 2005 platform; monitoring and support of Confidential managed backup solution. Result was the successful integration of new customers to the Confidential backup solution.
• Responsible for managing Confidential ’s secondary Data Center located in Texas.
• Created customer data back up in two locations ensuring data security.

Manager of Technical Assistance Center

Confidential, Chantilly, VA

Responsibilities:

• Developed and executed the plan that created and ran the Confidential Technical Assistance Center designed to scale to support the needs of its rapidly growing customer base of over 60 customers with data amounts totaling over one petabyte of restorable data.
• Created job requirements. Hired, trained and managed the careers of two full-time managers and seven senior engineers to staff center 24/7, 365 days a year.
• Created and implemented policies and procedures to ensure successful long-term integration and operation of backup solution Confidential customer sites all over the US. The Confidential backup recovery solution is built on a Windows 2005 server platform with a MS SQL Server 2005 database engine for backup cataloging.

Confidential, Chantilly, VA

Manager

Responsibilities:

• Managed project teams in matrix environment, ensured timely completion of tasks and critical path items.
• Explored new business opportunities by evaluating new security products and services.
• Established and maintained vendor relationships. Established internal practices for solution delivery and identification of emerging technologies. Evaluated governmental regulations affect on current security practices, clients, and additional markets.

Project Manager

Confidential

Responsibilities:

• Handpicked by company CEO to lead a team of engineers in a worldwide deployment of custom genetics software for the scanning of DNA Microarrays called GeneChips®. This contract was worth over $1 million in gross revenue.
• Responsible for total life cycle of this global contract. Tasks included proposal development, staffing, scheduling, implementation, and status reporting to executive management.
• Singularly responsible for training and deploying a team worldwide that resulted in the solution being installed 2 weeks ahead of schedule and $20,000 under budget. The successful completion of the project ensured that Confidential also won $100,000 in follow-on implementation work.
• Completed network infrastructure implementation for a non-profit organization located in Springfield. VA. Recommended hardware and software to serve the organizations needs for a complete cost effective solution encompassing file and print sharing, Internet connectivity, and e-mail.

Senior Engineer

Confidential

Responsibilities:

• Designed and deployed Windows 2000 architecture for a healthcare consulting company that revolutionized health insurance claims processing. The architecture was built on a Compaq server solution utilizing Windows 2000, Network Load Balancing and Windows Cluster Service.
• Reviewed the initial design and made recommendations to improve performance and availability. Involved the building of server racks and the installation and configuration of Windows 2000 Advanced Server, Microsoft's Network Load Balancing Service (NLB), and Microsoft Cluster Server (MCSC).
• Conducted desktop analysis for a leading Real Estate company based in Atlanta, GA. Reviewed current state of company's desktop configuration and made recommendations for future upgrades and standard desktop configuration to insure new applications would function properly.
• Designed and deployed Windows NT 4.0 architecture for a chemical company in Pittsburgh, PA. Built and configured server rack with three IBM Netfinity 5000 servers and a DLT Tape Library, installation and configuration of Windows NT 4.0 Enterprise edition, and the installation and configuration of Backup Exec for daily backups and disaster recovery.
• Designed and implemented Microsoft Exchange 5.0 messaging system for a leading supplier of engineered equipment in Cleveland OH. Installed and configured Windows NT 4.0 and installation and configuration of MS Exchange 5.0 Server on a Compaq Proliant 3000. Installed and configured Windows NT 4.0 and MS Exchange Client on 100 workstations.