Oct 2013 – Aug 2017 · 3 yrs 10 mos · Miami/Fort Lauderdale Area

• Kaseya is the leading IT Management cloud software company, backed by Insight Venture Partners. Kaseya provides the market-leading cloud IT management solution to Managed Service Providers and mid-market enterprises.
• Reported to the Chief Customer Officer and led the company’s global technical customer support and cloud operations, business process management, solutions and integration, focused on maximizing client IT capabilities for both on-premise and SaaS/Cloud. Led a global staff of 6 managers with a combination of 82 Cloud/Ops and Support engineers and specialists in three different continents - US, Europe (Dublin, Ireland), and Asia Pacific (Auckland, NZ), to ensure cloud and technical support internal/external service levels were met, and adjusted and maintained staff according to incident/ticket volume received. Responsible for using Key Performance Indicators (KPI’s) to measure the overall success of the global support organization and to enhance processes and efficiencies through measured service improvements.
• Significant Achievements:
• Successfully led a team of 5 managers and 60 customer support engineers globally, responsible for day-to-day quality customer support to the company’s global customer base, by providing solutions to problems related to the company’s IT management software solutions for both on-premise and SaaS/Cloud based that enables management and automation of all of IT from a single console.
• Established new technical support processes and improved operational efficiencies that led to an increase in customer satisfaction at the most positive high of 98% CSAT.
• Implemented Key Performance Indicators (KPI’s) for the support organization which were reported on a weekly basis up to the C-Level executive management.

May 2006 – Jun 2013 · 7 yrs 1 mo

• Reported to the Senior Vice President and General Manager, Global Business Operations, and was responsible for protecting the company’s intellectual property (primarily source code) through robust source code management, processes, version control, and storage. Ensured the company’s intellectual property was protected by driving the creation of systems that automate and facilitate the execution of processes, and the monitoring of compliance and adherence to standards and processes developed by cross functional teams.
• Developed and managed a multi-million operational budget ($13M+) across R&D and provided monthly budget reviews to management and finance on comparison of actuals versus estimated expenditures. Coordinated payment of annual support and maintenance renewals for 3rd party software tools used throughout the research and development organization, while building and managing vendor relationships.
• Significant Achievements:
• Lean Six Sigma Initiative –- Implemented a new R&D supply chain policy and procedure which eliminated redundancy, significantly reducing 3rd-party hardware and software expenditure across the global R&D organization. Total expenditure reduced by $3M which represented a 26.5% overall reduction of combined capital and operational expenses. Also improved collaboration and communication across product line businesses, and further reduced unnecessary expenditures.
• Lean Six Sigma Initiative – Implemented new corporate source code and escrow policies, procedures and secured a new escrow vendor, which improved the protection and security of the company’s intellectual property (source code) and increased shareholder value.

Apr 1995 – Apr 2006 · 11 yrs

• Reported to the Senior Vice President of Global Support and led the company’s channel technical support operations, business process management, solutions and integration, focused on maximizing client IT capabilities. Led a staff of senior level managers to ensure technical support internal and external service levels were met, and adjusted and maintained staff according to call volume received.
• Significant Achievements:
• Established CA Technologies first technical support call center in Chennai, India for the company’s channel software products on time and within budget. Lead the initial design, build-out of the overall infrastructure and operations, and hiring of employees. Managed a team of 8 support managers, covering over 110+ employees responsible for providing day-to-day technical support to the company's North American client base.
• Established the company’s standard corporate beta process and best practices in order to ensure a solid Beta Testing Process for products, which is an essential part of the delivery of product to market.

Mar 1991 – Mar 1995 · 4 yrs

• Reported to the Senior Vice President of Global Support, and led our technical support operations, business process management, solutions and integration, focused on maximizing client IT capabilities. Led a staff of senior level managers to ensure technical support internal and external service levels were met, adjusted and maintained staff according to call volume received.
• Led a team of support engineers and specialists responsible for providing day-to-day quality customer support to the company’s global customer base, by providing solutions to problems related to various company software products.
• Led research activities on the discovery of possible solutions to problems related to various CA Technologies software products.