Stroudsburg, Pennsylvania, United States
Dedicated, hard-working professional with 25+ years of experience and proven knowledge of IT strategy, technology lifecycle management, and customer support. Aiming to leverage my skills in a management capacity to ensure the company's, customer's, and employee's success.
Lead a team of senior level technical support and professional services engineers supporting customers with SUSE software including Rancher.
• Provide management and leadership for a team of 20 account managers. • Provide oversight of Premium Support resources for global accounts. • Coordinate technical resources to ensure issues are resolved quickly and to the customer's satisfaction. • Regularly meet with customers to review support activities, discuss customer projects, plan Micro Focus software upgrades, and identify upsell opportunities. • Strategically collaborate with sales and renewal teams to ensure customers renew their maintenance and Premium Support contracts.
• Provide management and oversight of Premium Support resources for global accounts. • Coordinate technical resources to ensure issues are resolved quickly and to the customer's satisfaction. • Regularly meet with customers to review support activities, discuss customer projects, plan Micro Focus software upgrades, and identify upsell opportunities. • Strategically collaborate with sales and renewal teams to ensure customers renew their maintenance and Premium Support contracts.
• Provided onsite and remote technical guidance and problem resolution for Micro Focus and SuSE technologies for global accounts across multiple industries. • Developed relationships with customers to become their trusted advisor for the Micro Focus Security, Identity, and Access Management suite of products. • Proactively engaged with customers to improve and maintain their Micro Focus software.
• Managed the account activities for all Louisiana/Mississippi Coast State & Local government customers. • Provided team management, including personnel actions and conflict resolution, for multiple teams comprised of direct hires, contractors, and temporary labor. • Planned and implemented technology deployments, including research, evaluation, cost-benefit analysis, and deployment planning, in accordance with the customer's objectives. • Oversaw the deployment of new technologies to reduce the customer's costs and improve the users' overall satisfaction.
• Provided program delivery management for a large Louisiana state government agency. • Assisted in advanced technical troubleshooting and resolution to customer issues. • Managed technology deployments and ongoing maintenance across the enterprise.