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Summary

Entrepreneurial senior leader with almost 20 years of technical support and increasing leadership experience in high-volume enterprise B2B on-prem and cloud support environments. Adept at managing global teams, balancing onshore/offshore mix, mentoring future leaders, driving process improvement, scaling for success, and integrating teams and technology acquired through M&A. Passion for building enthusiastic, engaged and experienced teams that make a positive impact on the world, and create lifelong customer loyalty.

Work experience

2015Present

Director of Technical Support

Flexera 

Responsible for  all Technical Support teams in Western US region, provided 24x7 and follow-the-sun coverage for over a dozen On-Premise and Cloud enterprise products in a B2B context.   Founded and ran global Partner Support team, helped grow partner influenced revenue from $2MM to $100MM annually.   Founded and ran global Support Operations team, drove efficiency gains, customer satisfaction, and strategic projects  Led Support integration for multiple acquisitions, including due diligence, budgeting, and resource allocation.   Cast vision, defined goals, rated performance, mentored and guided career growth for 30 employees including 3 managers across multiple global sites.   Consolidated 4 legacy offices into a single new regional hub, with minimal regrettable loss.   Drove logistics, communication and culture during transition, functioned as site leader for over 100 employees in region spanning Engineering, I.T., SAAS, Sales, Marketing, Services and Support.

20142015

Director of Global Partner Support

Flexera Software

Created overlay Support team focused on strategic partners influencing over $100MM annually  Defined mission, vision, goals, staffing, and metrics  Worked cross-functionally to create bundled offerings (Services, Training, Support)  Lead internal/external QBRs, present key metrics and trends, shift from reactive to proactive  Turned around critical partner within 60 days, reduced support 50%, closed $1MM new revenue  Enabled, supported partner to 20x revenue growth within 2 years  Helped create, hire and mentor new partner-facing roles: Support, Success, Enablement

20082014

Senior Manager of Technical Support

Flexera Software (formerly Acresso Software, Macrovision Corporation)

Led support teams handling 2,000+ cases per month via phone, email and web • Defined goals, rated performance, mentored and guided overall career growth for up to 30 employees across multiple global teams (onshore/offshore) • Managed hiring, budget, and expense allocation • Defined policy, procedure, and metrics for all technical support functions • Organized team building functions to give back, including local food pantry, pediatric cancer center, Habitat for Humanity, etc.

19992008

Escalation Engineer

Macrovision Corporation (formerly InstallShield Software Corporation)

Debugged and resolved the most technically and politically challenging customer issues to ensure complete satisfaction • Technical lead and mentor for global support teams for two largest product lines • Hosted cadence calls, issue reviews and training sessions  Managed highest profile enterprise accounts  Customer advocate with Engineering and Product Management to triage customer feedback  Interviewed all Support candidates, and provided key input on hiring decisions.

Also held positions of Systems Analyst, Senior Support Engineer and Support Engineer

Education

Bachelor of Science in Information Systems

DePaul University

Graduated Summa Cum Laude