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Work Background
Managers2Leaders LLCCertified Professional Coach
Jan. 2023The Entire World!Working with managers and aspiring leaders to find their purpose, expand their perspective, and blow up their possibilities! I'm coaching inspiring change agents in this brave, new world!
ProofpointSr. Manager, Professional Services
Sep. 2021 - Jan. 2023Remote
ProofpointSenior Service Delivery Manager
Sep. 2019 - Mar. 2022Remote
ProofpointSenior Manager Technical Project Management
Sep. 2014 - Sep. 2019Sunnyvale, CALeading a team of Technical Engagement Managers, providing project management and oversight for Professional Services teams at Proofpoint. In conjunction with operations teams, providing the policies, processes, and procedures to establish and scale a world-class professional services delivery in our Information Security, Information Governance, Archiving, Threat, and Social product lines. Collaborating with Professional Services leadership to ensure oversight for procedures and documentation, internal and external, to create a highly professional and deeply rewarding customer deployment experience.
BMC SoftwareManager - Technical Support / Customer Success Management
Jun. 2010 - Sep. 2014Pleasanton, CALead a team of Enterprise technical support personnel with a focus on premium, quality support. Taking a holistic approach to customer service, the focus is on solutions service - how can we make our customers successful with our products? Relentlessly improving process and procedure, with an eye to measured change. The goal: our customer's trust and loyalty to BMC Software as a company, with a reliance on the superior service they receive from my technical support team. During this time, I was also responsible for the establishment of the Customer Success Management team. This team of 14 Customer Success Managers worked with our Strategic and Premier customer base to realize the total value of BMC products and expand the footprint of product integration, knowledge, and usability. Day to day management and business development leadership were the key functions within this position.
Juniper NetworksManager - Customer Support
Feb. 2005 - Jul. 2006Manage all aspects of day-to-day operations of an advanced technical support team, focusing on the technical, procedural, and fiscal improvements to the support department. Collaborate with Firewall Software engineering to build and maintain a superior network product.
BMC SoftwareSenior Manager - Customer Support
Jan. 1990 - Dec. 2005Lead a team of technical individuals focused on enterprise software support. Manage the day to day aspects of the department including fiscal, personnel, and procedural subjects. Improve product support by collaboration with engineering and analysis of customer data. Worked on several special projects which included corporate bonus restructuring, support website redesign, proactive notification, and other items designed to improve the overall customer experience.
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