Vancouver, British Columbia, Canada
Dynamic and results-driven leader with 15+ years of progressive experience in the tech space driving successful outcomes for technical teams. Adept at leading cross-functional teams, improving efficiency, and implementing strategic initiatives that enhance productivity. I am committed to fostering a culture of continuous improvement and operational excellence.
IT Consulting
Managed a global cross-functional team of 30+ consisting of Program Managers, Trainers, and Technical Writers, driving performance through effective coaching and leadership. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: - 𝐄𝐧𝐚𝐛𝐥𝐞𝐝 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐑𝐞𝐚𝐝𝐢𝐧𝐞𝐬𝐬 𝐟𝐨𝐫 𝐚 𝐠𝐥𝐨𝐛𝐚𝐥 𝐭𝐞𝐚𝐦 𝐨𝐟 𝟖𝟎𝟎+: Initiatives led to a structured 90 day on-boarding program for new hires, and a 30% improvement in customer satisfaction scores (CSAT). - 𝐋𝐚𝐮𝐧𝐜𝐡𝐞𝐝 𝐚 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐂𝐞𝐫𝐭𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐏𝐫𝐨𝐠𝐫𝐚𝐦: Partnered with the College of the North Atlantic to create the Sophos Technical Support Certification program, successfully trained and certified 14 co-op students, with 80% receiving job offers within 3 months of completion. - 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐞𝐝 𝐚 𝐃𝐢𝐠𝐢𝐭𝐚𝐥 𝐀𝐝𝐨𝐩𝐭𝐢𝐨𝐧 𝐏𝐥𝐚𝐭𝐟𝐨𝐫𝐦 𝐭𝐨 𝐈𝐦𝐩𝐫𝐨𝐯𝐞 𝐔𝐬𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: Led the implementation of the first Digital Adoption Platform (Whatfix) into Salesforce and the Sophos XGS Firewall product, resulting in a 45% decrease in user errors and a 30% increase in product adoption rates.
Managed a team of 2 project managers in a multi-product company, with concurrent releases throughout the year. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: - 𝐄𝐬𝐭𝐚𝐛𝐥𝐢𝐬𝐡𝐞𝐝 𝐚 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐄𝐧𝐚𝐛𝐥𝐞𝐦𝐞𝐧𝐭 𝐅𝐮𝐧𝐜𝐭𝐢𝐨𝐧 𝐂𝐨𝐯𝐞𝐫𝐢𝐧𝐠 𝟏𝟐 𝐆𝐥𝐨𝐛𝐚𝐥 𝐂𝐞𝐧𝐭𝐞𝐫𝐬: Created a Support Enablement function that ensured "readiness" for new product and feature launches across 12 Technical Support centers, resulting in a 30% reduction in post-launch support escalations and a 20% improvement in first-call resolution rates. - 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐝 𝐚𝐧𝐝 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐞𝐝 𝐑𝐞𝐩𝐥𝐢𝐜𝐚𝐛𝐥𝐞 𝐏𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬 𝐟𝐨𝐫 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐋𝐚𝐮𝐧𝐜𝐡𝐞𝐬: Introduced standardized processes and program checklists for new product launches, enabling consistent replication and continuous improvement. This led to a consistent global roll-out time and a 25% increase in launch preparedness scores across support teams. - 𝐅𝐨𝐬𝐭𝐞𝐫𝐞𝐝 𝐂𝐫𝐨𝐬𝐬-𝐅𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐚𝐥 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧 𝐭𝐨 𝐄𝐧𝐬𝐮𝐫𝐞 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐏𝐫𝐞𝐩𝐚𝐫𝐞𝐝𝐧𝐞𝐬𝐬: Coordinated efforts among Support Center leadership, Product Management, Engineering, Documentation, and Training teams to ensure complete preparedness before General Availability (GA) dates, contributing to a 35% reduction in knowledge gaps and a 50% increase in internal training completion rates before launches.
Managed a team of 16 Escalation Support Engineers and 2 Team Leads for the Americas. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬: - 𝐎𝐩𝐭𝐢𝐦𝐢𝐳𝐞𝐝 𝐓𝐞𝐚𝐦 𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐚𝐧𝐝 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: Conducted regular backlog reviews, performance assessments, and career development discussions, resulting in a 20% increase in team productivity and a 15% improvement in employee retention rates. - 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐞𝐝 𝐰𝐢𝐭𝐡 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 𝐟𝐨𝐫 𝐑𝐚𝐩𝐢𝐝 𝐈𝐬𝐬𝐮𝐞 𝐑𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧: Coordinated cross-functional efforts to resolve complex customer issues, leading to a 25% reduction in customer escalations and a 10% increase in customer satisfaction scores.