Work history
Principal Consultant
tags:
process & performance improve...
• consulting
• instructor
How would you describe your time at Advanced Lifecycle Technolo...?
* Challenge: Audit and tune Customer Support Centers for effectiveness and productivity; Implement customized software configuration management systems for broad range of clients while expanding corporate business presence.
* Results: Successfully combined high-level business consulting with in-the-trenches software development expertise to support both achievement of customer goals and increased business growth.... 
Manager, Technical Support Customer Services
tags:
management
• it
• support
How would you describe your time at Bladelogic Inc. (acquired b...?
* Challenge: Fast-growing IT automation software company positioning for IPO needed scalable support processes and organization. European market lacked local time zone/native language support. Support and maintenance contracts did not effectively respond to needs of A-list customers or generate revenue.
* Results: Implemented multi-tiered infrastructure to adapt to rapid customer growth, successful IPO (BLOG, 7/07); established multilingual European support center; rewrote support contracts to standardize services across customer base and increase revenue....
Executive Director, World Wide Customer Services
How would you describe your time at PeopleCube?
* Challenge: Two-product company with single East coast support center acquired three companies with new products and user communities. Lacked formal issue reproduction and escalation procedures; staff hierarchy and career path; SLA compliance tracking; customer satisfaction measures; support program definition, pricing and contract boilerplate.
* Results: Created two-tier organization delivering flexible, responsive multi-level 24x7 support team in three locations (Boston, Tucson, Zurich). Enhanced infrastructure including VoIP, customized CRM, and self-service customer web. Defined Maintenance Advantage program providing support options....
Director, Customer Support
tags:
built technical support. infr...
• collaborative software
How would you describe your time at Groove Networks (acquired b...?
* Challenge: Peer-to-peer collaborative software company required long-term business strategy to support diverse user classes: development partners, paying customers and free download users.
* Results: Introduced flexible, responsive, multi-level 24x7 framework for intake, analysis and delegation of issues. Established consultative support for development partners, three-tier phone and email support for paying customers, and searchable support forums for free download users. Note: Microsoft has continued this management approach, process, pricing strategy and technical staffing framework since acquisition....
Director, Technical Support
tags:
increased revenue
• kpi driven
How would you describe your time at Be Free, Inc. (acquired by ...?
* Challenge: Fast-growing affiliate marketing company with minimal existing support team needed multilevel, KPI-driven technical organization to support hundreds of online merchants.
* Results: Developed and implemented long-term strategy to support on-line click and revenue tracking for clients and to improve client satisfaction. Introduced multi-level technical team, internal training and customer satisfaction surveys....
Director, Support Services
tags:
standardized contract terms a...
• sla
• create escalation process
How would you describe your time at True Software?
* Challenge: Source code management tools supplier to banks and pharmaceutical clients needed consistent, integrated, and profitable training and support solutions.
* Results: Created support process, escalation levels and key metrics to deliver support services with resulting huge increases in customer satisfaction. Establish Presales department, created comprehensive product demos. Standardized contract terms and service levels to effectively set and achieve customer expectations. Traveled internationally one-third of the time for sales, key client contact meetings and training. Increased external training revenue to achieve consistent profitability, reversing previous trend....
Education
Computer Science
tags:
teaching
• mathmatics
• programming
How would you describe your time at university of massachusetts...?
* Consultant, Math Department; 9/83 to 5/85
* Tutor, Computer Science; Academic Support and Advising Department; 1/83 to 5/85
