San Francisco, California, United States
I build global technical support, TAM, and customer success organizations that scale under pressure, protect customer trust, and improve the business. I'm a Technical Support & Customer Success Executive with a career path from senior support engineer to executive leadership across enterprise networking and security platforms. I've set strategy and led execution for organizations scaling from 400 to 1,000+ staff — owning enablement, escalation governance, AI transformation, and services excellence while partnering with Product, Engineering, and Sales to drive retention, deflection, and cost efficiency. What I've delivered: - Reduced customer escalations by 25% while scaling headcount 2.5x while maintaining quality through growth, not despite it - Shipped generative AI and LLM-based automation that cut resolution time by 30% and doubled data quality across 15K+ monthly cases - Drove case deflection from 2% to 15%+ by building self-service and AI-powered knowledge systems - changing the cost structure, not just the metrics - Influenced product roadmap from post-sales: built data-driven business cases that shipped features reducing customer friction and support load I lead with accountability, operational clarity, and a bias toward connecting everything my teams do back to business outcomes: retention, cost-to-serve, and customer trust. Outside the day job, I'm a board member of the Wireshark Foundation, a nearly decade-long speaker at SharkFest, and the creator of Packetbomb - a YouTube channel and blog where I teach packet analysis and make complex networking topics accessible. I've been building and teaching in the technical community for over 10 years because I genuinely love it. Lately, I'm building AI-powered apps and voice agents with Openclaw.
Wireshark has been a key tool in my technical career and I love giving back to the community
Built and led a team to increase the effectiveness, efficiency, and performance of the customer support and technical account management teams through training and enablement, tools, process, and product improvements. Team efforts contributed to decreasing time to resolve and increasing CSAT and NPS. Helped scale the organization from 400 to 1000+ people while the company ARR grew from $600M to $3B+. Key achievement: Governed standard troubleshooting methodology by categorizing high-volume case drivers and publishing internal and external runbooks, cutting time to resolution by 20% in covered domains.
Leading a customer-centric team driving customer success initiatives to ensure outstanding customer experiences with Riverbed's products and solutions. Technical enablement, voice of the customer, and critical escalation program management. Key achievement: Owned the Global Critical Accounts and Escalation Management program with direct C-suite exposure, retaining end authority during executive-level incidents across $100M+ in managed account value.
Managed and scaled 40-person organization, including three (3) managers, and set strategies to ensure customer success on the West Coast. Key achievement: Exposed real-time engineer performance by consolidating inbound case and call data into a single operational dashboard, cutting region-to-region case spillover by 20%.
Managed senior team of backline support engineers acting as product specialist consultants and as the bridge into SRE and software engineering for all customer facing teams. Key achievement: Reconstructed the escalation pathway with sustaining engineering leadership in Bangalore, shortening resolution time for engineering-bound issues by 11%.
- Argued for stateful firewall purchase by demonstrating how a Cisco router ACL could be circumvented by writing a program that manipulated TCP flags during the TCP connection handshake - Integrated the Cisco Firewall Services Module into six core, layer three switches to provide stateful packet inspection
- Implemented IP multicast on campus network core and multicast peering with Internet 2 to enable video research applications - Oversaw migration of network environment from ATM to Gigabit Ethernet-based infrastructure, significantly improving performance and expanding network capabilities
- Designed and wrote a parallel process Network Monitoring System with Perl, MySQL, and RRDTool for over 800 devices and 20,000 ports - Ported a network-enabled console server application from BSD to Linux while adding support for over-the-wire encryption and autoconf/automake support