Customer Success Manager

▪ Orchestrated comprehensive technical training sessions on QRadar Security Information and Event Management (SIEM) for a diverse audience, including Level 2 and Level 3 support engineers, DevOps engineers, business partners, and customers, significantly enhancing their knowledge and proficiency in SIEM operations
▪ Spearheaded the development and ongoing maintenance of cutting-edge technical training materials, coupled with the creation of engaging and insightful technical training videos, resulting in highly effective and accessible training resources
▪ Distinguished for delivering top-notch technical support to corporate clients, specializing in the rapid resolution of intricate technical issues while consistently providing effective, client-focused solutions
▪ Assumed a pivotal role as the primary backup to the Education Team Project Manager, ensuring uninterrupted operations and the successful delivery of projects by maintaining workflow, fostering teamwork, and upholding project timelines

▪ Spearheaded the management of hardware support escalations for IBM’s Security Appliance product line, overseeing the entire lifecycle from initial escalation through to resolution, ensuring swift and effective issue resolution
▪ Acknowledged as the go-to expert in hardware appliance-related technical issues, serving as the primary contact for critical situations and directly engaging with customers to deliver tailored solutions, thereby enhancing customer satisfaction
▪ Provided invaluable support and mentorship to Level 2 and Level 3 technical support team members, while also delivering comprehensive hardware support training classes to Level 1, Level 2, and Level 3 technical support engineers, fostering a highly skilled support team
▪ Established seamless collaboration with multiple Hardware Development teams, acting as the key liaison between Technical Support and Hardware Development, facilitating smooth communication and issue resolution
▪ Demonstrated a keen ability to identify deficiencies in hardware support and diagnostic tools, proactively implementing process improvements to enhance support efficiency and effectiveness
▪ Effectively directed third-party Original Design Manufacturers (ODM) and component suppliers during Root Cause Analysis efforts, ensuring a structured approach to problem identification and resolution
▪ Conducted rigorous root cause analyses of recurring problems, identifying potential solutions to mitigate future issues
▪ Created comprehensive reports summarizing trends in customer escalations, accompanied by well-defined strategies for improvement, driving ongoing enhancements in support quality and customer satisfaction

▪ Managed the IBM Security Threat Appliance portfolio from General Availability to End of Support, ensuring sustained availability and supportability through cross-divisional collaboration
▪ Led the Customer and/or Field Replaceable Unit (FRU/CRU) project, reducing costs by over $5,000 per incident by enabling single-part replacements instead of full unit replacements
▪ Contributed to a cross-divisional quality team, driving process improvements to enhance operational efficiency
▪ Analyzed field Return Merchandise Authorization (RMA) data comprehensively, identifying potential field issues and expediting resolutions
▪ Delivered executive-level status updates on Lifecycle Management and Hardware Escalations during Development Operations meetings

▪ Served as the Chief Engineer and Subject Matter Expert for IBM Security and pioneered innovative solutions on the Microsoft Windows Server Embedded & Microsoft SQL Server Embedded platform
▪ Orchestrated end-to-end development, including hardware and software selection, manufacturing software image creation, deployment strategy, and ongoing maintenance
▪ Managed a versatile network environment encompassing Windows Servers, SQL Server installations, Linux Servers, VMware, vSphere, and IBM Security Appliances
▪ Established and upheld software test environments to support the development team and conducted comprehensive QA testing, systematically identifying and verifying product bugs and fixes
▪ Performed testing for seamless integration with other products and conducted vulnerability assessments for the application
▪ Collaborated closely with IBM Security stakeholders and agent teams to ensure the smooth integration of SiteProtector with other IBM Security products

▪ Led the customer service, sales, technical support, warranty service, and customer service departments for a top US computer system builder and component reseller
▪ Managed day-to-day operations across all aspects of the company while reporting directly to senior management
▪ Assumed ownership of escalated customer complaints, ensuring their resolution to the utmost satisfaction
▪ Spearheaded the recruitment process by sourcing candidates through various channels and conducting interviews for prospective hires
▪ Provided ongoing coaching and feedback to team members, fostering performance enhancements and maintaining positive working relationships