Professional Summary

• A highly experienced Senior Support and Technology Manager with demonstrated ability to lead geographically distributed teams of diverse professionals to high levels of success in highly competitive environments.
• Positive leadership style that promotes openness and collaboration within the team and across organizations leading to corporate and individual success.
• Extensive experience in SDLC, KPI, global team development and leadership.
• Strong technical and business skills supported by over 12 years of experience in product management and 24/7 customer support.
• Proven track record of building support teams that are responsive, service-driven, and customer focused organization resulting in a more than 85 customer satisfaction scores.
• Capable of analyzing an organization's critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions to enhance competitiveness, increase revenues, and improve customer service offerings.
• Proven track record of building top notch technical support teams.
• Ability to Develop clear strategies, goals and tactics to improve efficiency and provide an exceptional level of customer support.
• Act as the key escalation executive for customer and account team for red hot service and support related issues.
• Proven track record to replicate success in creating customer support organizations.
• Well versed in aligning corporate goals with departmental functions creating a culture of innovation and accountability for customer outcomes.
• Lead by example towards continuous process improvement, adapt change, exhibit initiative and innovation in implementing new customer support standards.
• Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization.
• Proactive problem solver, implementing solutions with careful consideration to the bottom line, long-range goals, quality, feasibility and ease of use.

Professional Experience

Confidential

Program Manager

• Provided overall leadership, direction and management to study, create and implement combined triage process across North America Global Customer Advocacy teams.
• Defined and implemented triage role, objectives and key success metrics.
• Responsible for rolling out the process across teams in North America and day-today execution of the process.
• Identified bottlenecks in support process that prevents achievement of 24 hr SLA for an escalation nomination and suggest process improvements.
• Helped in load balancing of nominations within the triage team and act a mentor for triage resources.
• Represented triage to other organizations across Oracle and maintain a dynamic process leading to fulfillment of customer service objectives of the organization.
• Ran reports to identify customers with escalations across Oracle and legacy Sun support teams to identify collaboration opportunities within Oracle.
• Keep Global Customer Advocacy C- level executives informed of such escalations and opportunities.
• Global co-coordinator for Customer Milestone Event Alerts CMEA program.
• Responsible for streamlining CMEA process and increase efficiency across various tools used for the executing the process.
• Responsible for increasing global adoption of CMEA program.
• Responsible for identifying areas to further enhance CMEA program's usage across Support delivery organization and implement closed loop feedback with CMEA requestors.

Confidential

Founder

• Provide overall leadership and management to create and support the vision and mission of the organization.
• Define and implemented strategic goals and objectives of the organization.
• Responsible for the direction and leadership toward achievement of the organization's philosophy, mission, strategy, and its annual goals and objectives.
• Oversee marketing, promotion, delivery and quality of programs, products and services.
• Plan annual budget for and prudently manage organization's resources within those budgetary guidelines according to current laws and regulations.
• Responsible for setting the tone and building a world class organizational culture that reflects the true core values of the organization.
• Responsible for compliance with federal rules and regulations for Call Center practices.

Confidential

Sustaining Engineering

• Managed Post GA development, maintenance and overall product lifecycle of entire suite of PSFT CRM applications.
• Released PSFT CRM 8.8 Service Pack1 as per Peoplesoft Release Management exit criteria.
• Provided leadership to develop departmental processes and procedures to deliver high quality software fixes to customers on time thus enabling the division to have one of the highest customer satisfaction scores and less than 3 regression on an annualized basis.
• Worked with Strategy and Global Support Center to determine enhancements to applications.
• Provided direction to developers and decisions on customer reported product failures and requests for enhancements.
• Coordinated with Global Support Center on resolution of escalated issues and managed SLA.
• Responsible for operational excellence of the development team.
• Managed off-shore development team providing leadership for application features, processes, and departmental standards.
• Developed key performance indicators KPI and managed teams' performance reviews, identifying training and development requirements and plans.
• Maintained change management procedures to enable smooth deployment of new or changed software and keep regression down to company standards.
• Work with release management to release regular maintenance pack to customer base.
• Managed QA resources to test newly developed features and enhancements to applications.

Confidential

Quality Assurance

• Built a team of QA engineers to test Mobile and wireless applications for CRM using Synchrology as middleware.
• Developed hiring processes and interview questionnaire enabling recruitment of a high performance team.
• Increased test coverage from less than 10 to over 40 for mobile applications in a short span of time.
• Created 100 black box test coverage plan for application using Wireless Application Protocol WAP .
• Responsible for teams' performance reviews, identifying training and development requirements and plans.
• Worked with development team to identify, define and execute test plans and methodologies.

Confidential

Technical Support Manager

• Established policies for technical support department including standard support procedures, escalation policy, and on-call procedures.
• Increased customer satisfaction scores for Effectiveness of Problem Escalation from 50 to 75 over six months.
• Managed day-to-day operations including monitoring and adjusting engineers' case loads and obtaining additional company resources as needed to achieve backlog goals.
• Worked with engineering to prioritize escalated issues to ensure they are resolved in a timely manner.
• Handled customer escalations to C-level executives.
• Recruited and managed new hire training. Provided both management and technical leadership to direct reports.
• Participated in sales process with field sales staff to identify and clarify support issues as needed.
• Ensured requests for technology services and support are properly recorded, assessed, prioritized and addressed.
• Developed, analyzed and implemented staffing, training, scheduling and reward/recognition programs such as WOW, Mentor of the month etc.
• Developed a trusting relationship with the application development and release management teams by becoming the first line of support.
• Managed support work to enhance support metrics.
• Participated in Support Center Practices Audit.

Confidential

Technical Support Analyst

• Provided post sales support for Sales Application.
• Specialist in supporting ActiveX integration with Vantive applications.
• Closed 50 more cases than the set individual goal.
• Mentored junior analysts in ActiveX technology.
• Created new troubleshooting tips and techniques knowledge base entries.
• Worked with development team to fix products failures identified technical support function.
• Provided constructive feedback on customer issues and assistance on company and departmental policies and processes.
• Reproduced problems for the purpose of determining cause and solution.