Results-driven Professional eager to contribute top notch customer support and escalation management experience to a challenging leadership role.

• Over 10 years of experience with SaaS products, including development of support models to support systems / product, contracts, fix strategies, delivery, testing and quality assurance (QA).
• Recognized for the ability to direct daily operations of teams globally across North America, South America, Australia, England, Spain, China, Japan and India.
• Skilled in steering all phases of the product lifecycle to a successful completion utilizing various methodologies, including Agile.
• Regarded for the ability to streamline process improvement initiatives to significantly increase efficiency of existing processes.
• Dynamic interpersonal skills, instrumental to serving as a liaison between technical teams and customers.

CA Technologies, Islandia, NY (Formerly Niku Corporation) 2003-Present

Engineering Program Director & Chief Customer Officer (2015-Present)

• Received multiple merit based promotions due to top notch program management abilities.
• Direct day to day operations of global cross-functional teams while overseeing 25 simultaneous projects.
• Spearhead process improvement initiatives, resulting in substantial boosts in efficiency.
• Utilize the Agile methodology to define project scope and ensure adherence to technical project schedules.

Key Achievements:

• Successfully reduced escalations to executive level employees by 90% within a 6-month period.
• Managed the development of all patches and fixes for strategic Fortune 100 customers.

Engineering Program Manager (2012-2015)

• Fulfilled critical leadership position, overseeing up to 55 team members globally.
• Utilized the CA Project Portfolio Management tool (formerly Clarity) to manage all project phases, including planning, resource management and design specs.
• Served as primary point of contact between support and development teams, key to rapidly resolving critical issues.
• Successfully gathered / translated requirements, relayed pertinent information to appropriate parties and performed competitive analysis.
• Represented Engineering and Technical Support from initiation through release and manufacture phases as part of the Program Management Office for Product Development.

Support Delivery Manager (2011-2012)

• Served as a liaison between internal business units and third party vendors.
• Utilized various call tracking and management tools to successfully direct application support operations.

Key Achievements:

• Streamlined on-boarding and training initiatives to reduce time to productivity from six months to six weeks.

Business Insight Analyst (2008-2011)

• Strategically gathered requirements and developed a support model to fulfill specific SaaS solutions.

Support Engineer - Team Lead (2003-2008)

• Contributed extensively to transition for technical support and development teams throughout company acquisition.

Triplex Direct Marketing Corporation, Novato, CA 1998-2003

Marketing Coordinator

• Designed and deployed highly effective mail marketing campaigns to significantly increase company exposure.
• Led 15-20 projects simultaneously.

PMP Certification, Skill Success

Leadership Development, CA Technologies, Learning Management, Islandia NY

Marketing Coursework Completed, Santa Rosa Junior College, Petaluma, CA