San Jose, California, United States
-Chief of Staff for President/COO and VP Global Sales-facilitating key strategic initiatives, Business reviews -25 Years of Global Service Experience -Gigamon-Led team over over 70 people in TAC, EDU, PS, Service Operations and Customer Success. Grew bookings from $25M to over $175M in 7 years at 90% Margin. Specialties: Technical Leadership in the areas of: - Support and support management - Technical Training and development - Change Management - Routing, Switching, Wireless, Security, Cloud
Taking a good break and seeing if it sticks!
-Lead Enablement, Solution Engineering and Solution sales Architect directly. (~20) -Functional accountability SE (110) -Provides pre-sales enablement & advisory.
• Support the President/COO and VP Global Sales in their various day-to-day activities. • Act as an adviser to the COO and senior management team • Assist the COO in facilitating effective decision-making • Coordinate the execution and reporting of strategic initiatives • Participate in regular meetings with HR to discuss potential staffing issues
Lead Global Services team
Technical support, Training, Advance Services, Service Readiness and PLC, Business Systems, and Service Partner Relationships (outsource and PS) • Full P&L responsibility for the $60M Services business which represented 19% of Company revenues • Grew Services Gross Margin 22% to an all-time sustainable high of 66% and at industry leading levels • Accountable for 20M Operating Budget and a global team of more than 100 services professionals • Managed 5 Global TAC centers in Utrecht, Tokyo, Santa Clara, Chennai, and RTP, as well as Services Operations at HQ • Global Responsibility of team of 100 with over 50% outside the US. • Created solution validation team inclusive of BETA support and design specification reviews for usability. • Implemented “One Team” strategy to maximize resource utilization and improve motivation of team. • Restructured Support Team to improve skills while generating knowledge content for customers. • Maintained Best In Class Customer Satisfaction across the portfolio of Maintenance, Advanced Services, Professional Services and Training and Education • Increased first level resolution to 85%, with engineering escalations less than 5% of all cases.
Responsibility for: Technical Support, Return and Repair, Technical Training and System Engineering. • Optimized customer experience by incorporating both the Systems Engineering and Services teams. • Created field skills development method to improve skill set of systems engineers and improve time to market as well as first customer deployment experience. • Managed migration to acquiring company (Larscom)
Led team consitisting of Repair, Techncial Support, Contracts and Technical Training.