|Desired Industry: Management
|Desired Job Location: Wichita, Kansas
||Date Posted: 3/26/2017
|Type of Position: Full-Time Permanent
||Availability Date: Immediately
|Desired Wage: 220000
||U.S. Work Authorization: Yes
|Job Level: Management (Manager, Director)
||Willing to Travel:
|Highest Degree Attained: Masters
||Willing to Relocate: Yes
Accomplished, performance-driven, and results-oriented professional, with a proven record of success in leading global enterprise
support operations; complemented with expertise in customer service, project management, and business development across a Fortune
500 company. Armed with solid background in budget and forecasting administration, quality assurance, and talent management.
Strategic planner, able to develop and implement tactical programs; while identifying initiatives toward company advancement,
portfolio enhancement, and operational efficiency. Articulate communicator, able to build and maintain beneficial relationships with
key individuals including business leaders, executives, colleagues, and clients.
NETAPP - Wichita, KS (May 2011–Present)
Senior Director—Americas Customer Solution Center Feb 2017–Present
Capitalize on industry expertise in leading a newly formed organization which encompasses all facets of customer support delivery
throughout the Americas region. This includes field support, field escalation management, Critical Case Team, as well as levels 1
and 2 of technical support.
Serve as an executive point of contact for Americas Field Escalations, involving remote and in-person client meetings.
Partner with sales executives to enhance delivery outcomes for the region.
Consistently deliver world-class support by leading a diverse workforce of 400 resources from directors to ICs, responsible for
providing 24x7 support.
Developed and rolled out a fully encompassing University Graduate Hire program; including OnRamp and career development.
Established globally consistent best practices for the Americas region in alignment with EMEA and APAC counterparts.
Senior Director—Americas Technical Support Centers Jun 2016–Feb 2017
Led the 24x7 Americas Technical Support Center for NetApp.
Oversaw and represented daily enterprise support center operations across three L2 centers; Boulder, Colorado, Wichita, Kansas, and
Research Triangle Park, North Carolina.
Held responsibility for achieving set TSC metrics while optimizing efficiencies across the region.
Developed a pyramid hiring model to save millions of dollars in salary through targeted backfills while maintaining excellent
customer satisfaction levels.
Played an integral role in reducing employee attrition by 50%.
Created business continuance plans across the Americas region leveraging all three support centers to maintain 24x7 continuous
Director—Technical Support Jul 2014–Jun 2016
Assumed full responsibility for the 24/7 technical support center for NetApp located at the Wichita site.
Solely supervised daily center operations while representing the site within the global support infrastructure and product
Took charge of creating key performance indicators (KPIs) and conducting regular operational reviews regarding team performance of
support while aligning to business unit executive leadership.
Kept abreast with business trends and changes to update support models and exceed partner demands as well as implement new processes
to onboard new partners.
Senior Manager—Technical Support Sep 2011–Jul 2014
Spearheaded the enterprise support teams, in charge of managing OEM Storage systems and E-Series branded external storage solutions.
Served as the company’s subject matter expert responsible for NetApp’s original equipment manufacturer (OEM) support.
Effectively handled customer issues, product improvements, and process breakdowns by maintaining active communication with
Engineering, Marketing, Product Management, and Operations departments.
Grew the technical support center to take on additional Support for all NetApp products, expanding the center and headcount to more
than 150 resources to provide 24x7 coverage.
Drove development of solid hiring plan for top talent and a mentoring plan to train them on the various NetApp product sets.
Served as a driving force behind the successful global E-Series support coverage expansion in China, Germany, and Japan support
Displayed outstanding leadership by modeling NetApp core values and delivering a clear vision to inspire and promote a high-
performing culture, thus receiving the Global Support Management Award.
Manager—Technical Support May 2011–Sep 2011
Directed the day to day operations for E-Series Branded and OEM storage arrays for the first-shift Technical Support Team, which
included the transition of support capabilities from LSI Corporation to NetApp.
Partnered with Product Management on new product introduction and support product readiness for E-Series branded products.
Fostered and maintained vendor level relationships to establish channel support for the E-series branded line.
Conducted needed headcount forecasting in accordance with the company’s projected sales volumes.
Ensured seamless and complete integration by aligning and streamlining the team with NetApp Global Support Center culture,
processes, and applications.
(Formerly LSI Logic Storage Systems, Engenio Informational Technologies, and LSI Logic) - Wichita, KS (2002–2011)
Senior Manager—Technical Support Nov 2005–May 2011
Coordinated daily global support services operations for LSI branded storage products and solution setups.
Worked collaboratively with various teams including internal LSI Engineering, Internal Product Management, and external partners to
steer worldwide support efforts.
Facilitated weekly meetings and yearly visits to establish multicultural and diverse support relationships with international
customers and employers.
Earned promotion from team lead to senior manager role over this time for outstanding leadership skills.
Demonstrated competency in developing a new business model by administering work cost analysis and forecasting, which resulted in
boosting customer satisfaction and the partner signing of an $800K contract for LSI.
Launched and led support requirements for the 7+ tape and software projects from our largest partner as a result of them dropping a
product line from their portfolio and using LSI technology instead, which was $35M in revenue annually.
Managed the Critical Situation team and displayed the ability to eliminate the backlog of customer complaints through the
development of consistent processes and communication channels which allowed for proactive handling of situations, not just reactive
Performed quality functions by participating in Kaizen Events for the Lean Sigma team for process improvements and actively drove
closed loop corrective actions for support issues by developing or identifying product enhancements that can improve the RAS tools
within the storage improving overall client satisfaction.
Earlier Positions Held:
World Wide Customer Support Team Lead
World Wide Technical Support Engineer
Education and Credentials
Master of Business Administration, 2007 | Southwestern College - Wichita, KS
Bachelor of Business Administration in Management Information Systems, 2003 | Wichita State University - Wichita, KS
Graduated cum laude
Professional Certificate in Project Management, 2009 | Center for Management and Development (WSU) - Wichita, KS
Role, Young Professionals of Wichita | Role, Wichita Visioneering Cyber Alliance Committee
Co-Chair, Wichita Tech Council Committee | Role, United Way of the Plains IT Board | Role, East YMCA Board
Metric/KPI Reporting and Tracking
Change and Account Management
Rapid Conflict Resolution
2013 Wichita 40 Under 40 Honoree | NetApp Quarterly Management Award
Available upon request.
Candidate Contact Information:
|JobSpider.com has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response.