Nov 2020 – Jun 2023 · 2 yrs 7 mos · Colorado, United States

• Devised and implemented strategic business initiatives to stabilize and maximize the investment value of VMware’s largest account by revenue while supporting a program team of 17.
•  Established a review and governance board with all key stakeholders to prioritize the account’s product features that were critical to its delayed data center migration; successfully delivered the project within a new set timeframe
•  Decreased the number of SRs opened by 7% by leveraging data analytics and process improvement initiatives to streamline the entire ticketing process
•  Researched the account’s internal processes and identified an issue with a large number of third-party service requests not being correctly routed; facilitated an in-person “Support Summit” with all stakeholders to establish expectations and create a new ticketing process— reduced the number of misrouted tickets by 30% within six weeks
•  Built and implemented a data analysis tool that provided the Global team with better telemetry for creating success plans; maintained a detailed success plan & issues list to drive accountability and action
•  Hosted a weekly technology workshop to coach team members on new VMware technology & processes

Dec 2015 – Nov 2020 · 4 yrs 11 mos · Colorado, United States

• Recruited as one of VMware’s first Support Account Managers and provided direct support in building the team from the ground up, while managing seven large, premier accounts. Held weekly cadence calls to review current issues, reduce time to resolution, and ensure a quality customer experience
•  Led the reporting task force for North America that provided data mining and analysis for the entire Support Account Manager team and delivered account recommendations based on data insights
•  Built a dashboard tool using Excel and Power Query that automatically interfaced with the reporting engine used by VMware Support to pull and organize ticketing data into a customer-facing format; standardized reporting processes for all Support Account Managers and saved 2.5 hours a day per person— tool was adopted globally by VMware
•  Developed and implemented several processes and procedures, including SOPs and playbooks, to streamline internal workflows for the brand-new Support Account Management team; created a formal mentoring program to accelerate the account onboarding process for new hires, which reduced the timeframe from two months to two weeks

Mar 2011 – Dec 2015 · 4 yrs 9 mos · Colorado, United States

• Provided support to Premier Services customers for vRealize Automation while achieving a CSAT score of 90% or higher. Designated ticket management champion by helping other TSEs with the use of the TSE 2 Work system to maintain ticket integrity.

Feb 2010 – Feb 2011 · 1 yr · Boulder, Colorado, United States

• Maintained a driving schedule for the 50+ residents in a retirement community. Supported the technology needs of the Academy including: security, E-mail support, application support, and break fix issues.

Dec 2009 – Feb 2010 · 2 mos · Ramona, California, United States

• Work with Credit Unions to optimize process and procedures using best practices and data analysis. Onsite training of Call Center Agent of soft-skills to improve member experience when contacting the Credit Union.

Mar 2008 – Mar 2009 · 1 yr · Louisville, Colorado, United States

• Managed a 40,000 calls/month Helpdesk assisting Merchants with their credit card processing needs. Primary responsibilities included: achieving or exceeding service level agreements, people management, P/L responsibility for my department, professional development of my direct reports, and process improvement.
• Managed a team of 8 direct-report supervisors with 118 agents.
• Collaborated with other managers to design work and process efficiencies.
• Provided guidance on industry best practices to maximize efficiencies and improve the Customer experience,
• Instituted a new Knowledge Management Solution that centralized knowledge to ensure consistent customer support.
• Improved employee morale be empowering agents to make decisions to best help customers and provide a friendly, safe work environment.
• Position eliminated due to downsizing of the company.

Feb 2001 – Feb 2008 · 7 yrs · Boulder, Colorado, United States

• An E-business account hosting over 20 applications for end users and GMAC Dealers servicing several thousand end users. Primary responsibilities included: incident management 24/7, problem management, change management for over 1000 change tickets a month, resolving customer issues, and providing leadership and direction to other IBM teams.
• Responded to incidents and work with IBM technical teams and other GMAC vendors to quickly resolve outages.
• Coordinated technical resources to resolve incidents and identify issues through root cause analysis.
• Worked with delivery and technical managers to coordinate resources designed to accommodate customer change requests.
• Provided customer contact point for questions or issues with the E-business environment (significant time working with customers).
• Reported performance metrics to the GMAC customer.
• Lead multiply teams in different geographies within a Matrix environment. (i.e., coordinate teams working both in the U.S. and off shore.)
• Responsible for making business decisions that have financial implications,