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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.
Whaleback Systems, Portsmouth,
Whaleback Systems provides managed
Voice over IP VoIP solutions for small to medium businesses through
strategic partners and carrier partner programs.
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
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
Designed and implemented standardized
and scalable processes and policies in alignment with overall organizational
Akamai Technologies, Inc.,
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.
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
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
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
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
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.,
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
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.
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,
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
Developed a Premium Support
Services offering increasing company’ services revenue by %.
the customer support experience by implementing webbased CRM and partnering
with product development to create customerdriven product change.
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.
MSEE, Electrical Engineering,
BOSTON UNIVERSITY SCHOOL OF ENGINEERING, Boston, MA
cum laude, SUNY CORTLAND, Cortland, NY
Harvard Mediation Program,
Harvard Law School, Cambridge, MA
Member, Service and Support Professionals
Member, Association of Support
Professionals, Boston Chapter