Cornerstone OnDemand

Provide strategic guidance and help in the transformation of a large globally distributed support organization that will help grow and retain customers. Build a culture where the customer is in the center of all critical conversations of our business and we are constantly looking to improve their journey with Cornerstone

Vice President, Global Customer Support 

PowerSchool

Provided strategic and day-to-day operational guidance to a  team of 500+ staff. PowerSchool is a leader in the K12 education space and the team consistently delivered 95% CSAT score and won numerous industry awards and recognitions

Vice President Technical Support 

Forcepoint LLC (Formerly Raytheon|Websense)

• Provide Strategic Direction and operational guidance to three APAC Support centers located in Beijing, Sydney, and India (highest CSAT globally)
• Define and roll out a new engagement model between Technical Support and Websense field organization that is proactive focused and geared towards account level satisfaction
• Build and grew the India Support Center to achieve center of excellence status
• Created new high end Support offerings to deliver high availability and ROI on their investments
• Took ownership of the Data product pillar around product supportability with main focus on case deflection and improving customer experience
• Successfully led several cross functional initiatives - relocation of support from San Diego to Austin

Sr. Director, APAC Technical Support

• Define Vision and Strategy for World Wide Support Organization that encompasses five global centers (US, UK, China, Australia, and India) with 200+ staff 
• Manage the RFP and Outsourced Vendor selection process for EMEA Support
• Led the WW SCP (Service Capability and Performance) initiative that resulted in successful certification of Americas, EMEA and APAC support centers in 2009, 2010 and 2011
• Provide ongoing guidance and direction to the WW MCS (Mission Critical Support) program. Establish best practices and standards that encompass MCS playbook for new customer engagement, ongoing proactive delivery of support and lessons learnt from critical deployments.
• Lead ongoing weekly Operations reviews and QBR with each global support center to build and sustain operational excellence – discussions focus on critical KPI’s such as CSAT, backlog, agers, productivity, process improvements, and collaboration among teams
• Successfully influenced Sustaining Engineering and Development teams to establish 24x7 support for Mission Critical and Premium customers, also put a SLA in place to monitor responsiveness and resolution times for critical issues.
• Ongoing collaboration with Development to provide “Support Centric” Training which is delivered to each support center for every major release
• Industry leading eSupport: (1) New SalesForce driven Knowledgebase with thousands of current solutions (2)Enterprise Google Search of Articles, Technical Library and Forums (3) ASP Award winner of the years ten best web support sites 2010 and 2011
• Championed numerous process and tool improvements within Support in the area of ACD systems, CRM (SalesForce), staff scheduling, and handling of Hot customer escalations
• Successfully rolled out centralized WW New Hire Training, annual performance review calibration process, quarterly all hands activities, standardized employee hiring process, employee development plans and rewards and recognition programs

Sr. Director, WW Customer Support Operations

Oracle Corporation

• America’s region manager for outsourced engagement -Engagement with partner in India for weekly and monthly performance review discussions, facilitating mentoring and training programs, escalation management, and 1-on-1 coaching sessions with managers. Additionally I also provide strategic guidance around capacity planning, employee retention, and exploring feasibility to support new products.
• Oracle-BEA Integration team – Discuss delviery model, tools, processes, participate in gap analysis and creation of integration plans.
• Manage day-to-day support operations of Web Logic Server, Portal and Integration products. Team comprises of 15 Support Engineers (SE) in Denver. Typical activities include mentoring SE,  planning and coordinating training, process improvements, working with Backline and Engineering teams, handling customer escalations, performing queue/duty manager duties, occasional handling of Critical Situations, and working on support initiatives as needed.

Sr. Manager, Support Delivery

BEA Systems

• Led the World Wide Capacity Planning initiative – The Capacity planning initiative led to the creation of a WW framework that encompasses processes, tools, and best practices for sharing and deploying support resources optimally to meet customer demands. The WW capacity plan for fiscal year 2008 that was delivered was well leveraged by senior management during budget planning sessions. Additionally this framework was leveraged successfully by Americas region for hiring, managing queue availability, and optimally deploying resources for the right products and services. Increased productivity of Support Engineers, improved CSAT and scalability of the organization has been observed.
• America’s region manager for outsourced engagement - Actively participated in the vendor selection of current vendor and also in ramp down and transition of previous vendor.
• Accomplishments with previous vendor: 
    o Annual cost savings for the Americas region to the tune of $6.5 million
    o CSAT improvement by 0.3 over 12 month period in 2006, CSAT exceeded 4.0 all of 2007
    o Decline in Support Engineer Communication concerns, dropped from 25% to 4% by end of 2006
    o Attrition reduction from 4 Support Engineer’s per month to 1 Support Engineer
• Participated in multiple support initiatives aimed at improving operational efficiencies (Capacity Planning, Knowledge Management, search tools, queue staffing for Weblogicserver), customer satisfaction (44Action Plan, customer segmentation), and employee satisfaction (balanced score card, work-life balance).
• Manage day-to-day support delivery of Weblogic server product support team in Denver

Sr. Manager, Customer Support

AT& T

• Build a new support organization from ground up to provide shared support services (100+ team).
• Establish key standards and processes in areas of support flows, ticketing, quality assurance, and configuration management.
• Set up and monitor SLA with Vendors, internal data centers and Help desk team.
• Design and direct ‘100 day plan’ activities, the initiative was designed to get some quick wins in improving support services; key areas that were addressed were standards, monitoring and metrics and developing a trouble ticketing application.
• Provide direction to multiple teams that are engaged in application support of Data Warehouse, Web Applications, Telephony Provisioning (Outsourced with TCS) and Engineering applications. 
• High availability framework - Develop and support a mission critical high availability TMS (Trouble Management System) application. TMS is a 7x24 application with a 99.98 % uptime requirement. The TMS application is the primary vehicle for capturing Network Trouble tickets and Customer trouble tickets for Telephony and High Speed Data

Director Application Support

Intessera Technologies Group

• Responsible for successfully managing software development on schedule and within budget - leading a team of technical staff spread over multiple projects. 
• Responsible for all technology decisions, setting future direction, and evaluating new technologies. Re-architected old ‘C’ applications to Java resulting in more stable, user friendly and easily portable applications. 
• Participated extensively in requirements gathering, analysis and design effort. Helped developers resolve critical code issues as needed. 
• Set up guidelines and assisted the Configuration Management team to do efficient builds and other CM tasks.

Manager Software Development

Auto-trol Technology

MDSS Lead

Transformational Technical Support Leader, Innovator, Constantly seeking to grow and retain customers

Seasoned Software Executive with over 20 years of global experience in the software product/technical support and operations domain. I focus on constantly improving the customer experience by bringing smart people together and creating an environment for success and growth.
	Strong Strategic focus to grow and retain customers with a nimble execution style to drive for results
	Leveraged stop light dashboards to discuss and drive Customer health and retention 
	Successfully designed and deployed revenue generating “high touch” proactive support offerings
	Build/consolidated/shut down global support centers to deliver consistent 24x7 support
	Metrics and Process Orientation to drive day to day operations
	Crafted innovative rewards, recognition and career growth opportunities to retain top talent
	Knowledge of security domain and experience supporting SaaS products
	Strong collaborative engagement with Engineering and Product Management teams to improve product quality and supportability
	Close partnership with Sales to review top deals and renewals for the quarter

Specialties
Building High Performing and best in class (Service Capability and Performance certified) Global Customer Support Organizations. Turn around underperforming support teams. Successfully led large scale organizational change initiatives around CSAT and NPS improvements, Capacity Planning, Support Center audits and building Tier III skills in Support.


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