Toronto, Ontario, Canada
Escalation management, to me, is about listening first and understanding each stakeholder’s needs. By breaking complex challenges into clear milestones, I help teams stay aligned and focused on practical steps forward. Transparent communication and careful organization keep projects on course. When tensions rise, I see opportunities to refine processes and strengthen working relationships rather than crises to simply “put out fires.” After nearly two decades in technical support and project delivery, I’ve found energy and persistence make the difference. Every escalation becomes a chance to learn, improve, and build lasting confidence with customers and colleagues alike.
Managed and executed various technology projects including software updates and cloud migrations for Sparkrock customers. Utilized project management methodologies to ensure timely delivery of high-quality results. Collaborate with cross-functional teams to implement solutions that meet customer needs.
Led the technical support team, managing knowledge services, customer communication, and escalations. Improved internal tools and processes to streamline support operations and enhance customer satisfaction.
• Virtualization, OS, and database monitoring. • Managed KBA site, and service pack releases for Foglight for Virtualization Product • Developed a monitoring agent using Foglight Python SDK / REST API. • Awards: Dell Champion 2014 and 2016.
• Implemented and supported Invatron's applications for customers. • Created KBAs, internal and external training, and prepared SQL scripts to maintain and update customer databases (Oracle, MS SQL).
• Migrated (P2V) ~80% of infrastructure to VMware. Reducing data center temperature and improving HVAC. • Managed Domino 8.5 update, Windows 7 migration, VMware ESXi, and other software implementations.
Provided server maintenance and software updates for Speechscience International Inc.