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<pre>Array ( [var] => cut_url ) </pre> Resume for Nancy M. for Customer Support / Client Care / Computer Software in Melrose, Massachusetts. Search More Resumes for Customer Support / Client Care on #BQDG7PPXV

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Resume for Nancy M. for Customer Support / Client Care / Computer Software in Melrose, Massachusetts

Occupation: Customer Support / Client Care Industry: Computer Software
Country: United States City: Melrose
State: Massachusetts ZIP: 02176

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Beech Avenue, Melrose, MA ▪ .. ▪


Customer and market focused Support Services leader with strong competencies in strategic planning, operations, and service delivery.  Held leadership positions in public and private companies ranging in size from $ million to $ million and have successfully managed and led Services organizations through startup, IPO, periods of extraordinary growth, and rightsizing.  Demonstrated ability to build strong, loyal and accountable teams that deliver high quality results to customers.

Professional Experience  

Whaleback Systems, Portsmouth, NH           

Whaleback Systems provides managed Voice over IP VoIP solutions for small to medium businesses through strategic partners and carrier partner programs. 

VP, Support Services

Responsible for building and scaling technical services including Customer Care, Network Operations, Provisioning, Manufacturing and Solutions Engineering.

  • Oversaw and led X Tier Support, NOC, Strategic Partner Support program, and National outsourced vendor support.
  • Managed operations and vendor relationships for hardware and services; identifying a product cost reduction of %.
  • Led and managed escalations and network incidents in coordination with engineering, partners, and thirdparty vendors.
  • Designed and implemented standardized and scalable processes and policies in alignment with overall organizational goals.

    Akamai Technologies, Inc., Cambridge, MA           

    Akamai Technologies, Inc. provides services and solutions for digital media distribution and storage, content and application delivery, application performance services, on demand managed services, and Web site intelligence. 

    Director of Customer Care Operations and Program Management

    Responsible for major Services programs and for driving organization’s operational objectives, metrics, initiatives, and infrastructure changes to meet the Global Services strategic vision.

  • Spearheaded strategy and led development of Premium Services offering to retain and grow top customer accounts over $M/year.
  • Pioneered innovative network monitoring project in collaboration with Engineering to identify % of network issues and proactively notify customers of problems/outages.
  • Launched balanced scorecard performance metrics for support and customized executive reports for operational reviews.
  • Directed Services workflow initiatives including Siebel enhancements, standardized troubleshooting guides, incident and escalation management, new hire training and certification, and knowledge management project.
  • Managed infrastructure projects teamed with IT for tuning of CRM system, IVR, ACD, Wiki and network tools.
  • Kaspersky Lab, Woburn, MA      

    Kaspersky Lab is a leader in security solutions that protect customers from IT threats, including viruses, spyware, crimeware, hackers, phishing, and spam. 

    V.P. of Support Services

    Responsible for building and managing Technical Support, IT, Training, Professional Services and Sales Engineering for opening of US operations.

  • Developed strategies for enterprise and consumer technical support operations for start up of US Company. Staffed technical teams and implemented Services initiatives to launch company.
  • Managed professional services implementations including a largescale project for a major web services vendor with over million users.
  • Collaborated with Global teams on major initiatives including pricing, licensing, customer experience, and strategic partner programs.
  • Directed project for establishing a global technical knowledge base and redesign of support website decreasing call volume by %.

    Art Technology Group, Inc., Cambridge, MA 

    Art Technology Group, Inc. develops Web marketing and ecommerce software and delivers on demand ecommerce hosting solutions that the world's top brands use to power their leadingedge ecommerce Web sites 

    Director of Worldwide Customer Support Services and Education

  • Led Global Customer Support Services delivery and Educational Services with profit and loss responsibilities.
  • Developed sales initiatives to retain and grow top accounts increasing services revenue to $M per year and effectively transforming Educational Services to a profit center.
  • Designed publishing processes and led crossfunctional IT project for online solutions knowledgebase.
  • Dramatically improved customer satisfaction through major global delivery process improvements, integration of company IT systems with support infrastructure, establishing eSupport and tiered Customer Support offerings.

    Synapix, Lowell, MA 

    Synapix developed and integrated D visual effects, synthetic imagery, compositing and editing technologies for the media industry worldwide. 

    Director of Customer Support and Quality Assurance

  • Successfully developed the service delivery methodology and pricing model, established technical support operations, and web services.
  • Managed customer programs including presales demos, onsite installations, and vendor show demos.
  • Established the customer training and collaborated with Engineering to enhance quality assurance testing.
  • Directed IT programs for headquarters and field offices including implementing MS Exchange, managing intranet/extranet sites, and UNIX and NT support.

    Gensym Corporation, Cambridge, MA 

    Gensym is a leading provider of expert system software products that monitor, diagnose, control, and optimize complex operational processes in real time. 

    Director of Customer Support Services

  • Directed Worldwide Customer Support Services and built global support centers with local language support.
  • Developed a Premium Support Services offering increasing company’ services revenue by %.
  • Dramatically strengthened the customer support experience by implementing webbased CRM and partnering with product development to create customerdriven product change.

    GTE Government Systems Corporation, Needham, MA 

    GTE Government Systems Corporation, now General Dynamics, a leader in government and defense communications systems, equipment and services. 

    Senior Member of Technical Staff – Artificial Intelligence AI Lab

  • Engineered and coded software components for complex AI system prototypes for applications in VHF frequency management, detection and classification of acoustic data, seismic data analysis, and digital switching diagnostics.
  • Awarded GTE’s Superior Performance Award and coauthored white papers on AI algorithms and systems.
  • Education  


    BSE,    Education, cum laude, SUNY CORTLAND, Cortland, NY 

    Harvard Mediation Program, Harvard Law School, Cambridge, MA

    Professional Affiliations  

    Member, Service and Support Professionals Association

    Member, Association of Support Professionals, Boston Chapter

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