Senior Manager, Customer Support
Parler Cloud Technologies (Edgecast) · Remote
February 2025 – Present
- Built scalable support operations from the ground up, including SLAs, Incident & Problem Management workflows, Change Management, and onboarding documentation.
- Created standardized training materials and escalation protocols to reduce ramp-up time and improve resolution efficiency.
- Collaborated with stakeholders across support, engineering, and product to evaluate vendors and implement a ticketing system, monitoring tools, and CRM aligned with business needs.
- Aligned support strategy with cross-functional teams to ensure end-to-end client success and continuous team growth.
Manager, Client Support & Managed Cloud Security
Edgio · Remote
July 2022 – January 2025
- Led and mentored a global team of 14 support engineers across three continents, managing on-call duties and emergency response, adhering to SRE best practices to ensure high system availability and reliability.
- Championed system reliability initiatives, achieving 99.999% uptime by leveraging SRE methodologies like proactive monitoring, automation, and continuous improvement to maintain optimal system performance.
- Spearheaded the design and implementation of security incident mitigation strategies, such as rate-limiting, proactive log monitoring, and automated scripts for DDoS protection, reducing client-facing security risks.
- Collaborated with sales and executive teams to translate business needs into actionable improvements for support protocols and client experience, emphasizing reliability and scalability.
- Utilized KPIs, SLIs, and SLOs to drive data-informed process improvements, decreasing incident resolution time by 13% and increasing SLA adherence by 10%.
- Led initiatives that enhanced SLA adherence by 10% and reduced incident response times by 13% by streamlining processes and leveraging automation for greater efficiency.
- Drove projects that reduced service-impacting incidents by 30% in the first year, significantly improving system reliability and boosting customer satisfaction by 15%.
Senior Technical Manager
Yahoo · Playa Vista, CA
September 2018 – July 2022
- Led high-impact projects focused on minimizing customer disruptions and optimizing resolution times for enterprise clients, ensuring minimal revenue impact and maintaining client satisfaction. Applied proactive risk mitigation strategies to address system dependencies and improve overall system resilience.
- Managed ServiceNow project configurations, prioritizing feature rollouts, and aligning platform improvements with business objectives to enhance operational efficiency.
- Maintained networking performance dashboards, generating reports to identify system trends and proactively address potential issues, employing data-driven approaches to system health and performance monitoring.
- Enhanced Incident, Change, and Problem Management processes by integrating ServiceNow's advanced capabilities, optimizing critical workflows for improved efficiency.
- Collaborated with product and engineering teams to refine incident response protocols, focusing on proactive risk management to optimize client support and prevent service disruptions.
- Developed training programs that empowered junior teams to independently manage 80% of Incident and Problem Management workflows, allowing senior resources to handle more complex, business-critical escalations.
- Streamlined operations by integrating product updates into the incident management lifecycle, minimizing disruptions and ensuring smooth transitions between service changes.
Technical Manager
Verizon Digital Media · Playa Vista, CA
July 2014 – September 2018
- Designed and implemented Incident and Problem Management frameworks, while serving as ServiceNow Business Owner, tailoring solutions to operational needs and emphasizing automation and proactive problem solving.
- Conducted detailed root cause analyses, implementing preventive measures to reduce incident recurrence and improve system stability.
- Led a project to optimize the ServiceNow platform, enhancing automation capabilities and aligning the platform with organizational needs.
- Led project-based cross-team collaborations with product and engineering teams to ensure seamless integration of platform updates with operational needs, minimizing the risk of client-facing service disruptions and emphasizing proactive risk management.
- Established a project for proactive communication with key clients to provide transparency into incident resolution and platform health, improving client relations and satisfaction ratings.
- Project managed initiatives to reduce incident response times by 15% within the first 6 months through the implementation of automated processes and streamlined workflows, demonstrating a commitment to efficiency and automation.
Incident Manager
Edgecast · Santa Monica, CA
September 2011 – July 2014
- Developed and executed frameworks for Incident and Problem Management, SLAs, and escalation procedures, addressing business-critical and after-hours escalations.
- Led projects that improved operational efficiency by 10% through the implementation of proactive, data-driven incident management workflows, reducing client escalations and improving overall client experience.
- Managed critical projects to resolve high-priority incidents, ensuring swift resolution and minimal client impact, with a focus on protecting high-value client relationships during critical disruptions.
- Project managed collaborations with external stakeholders and clients to communicate service status and incident details, providing real-time updates and managing external client communications.
- Identified and implemented automation opportunities to enhance team productivity and improve system reliability.
- Reduced incident recurrence through trend analysis and preventive actions.
- Streamlined workflows, decreasing manual workload and boosting team efficiency.
- ServiceNow business owner, driving system functionality enhancements to meet evolving operational requirements.
Technical Service Analyst
Edmunds · Santa Monica, CA
May 2006 – Sep 2011
- Instrumental in introducing and implementing best practices for Incident, Problem, Change, and Configuration Management, laying the foundation for a robust IT service management framework.
- Successfully chaired Change Advisory Board meetings, resulting in the approval of over 200 critical changes with minimal disruption to business operations.
- Led root cause analysis sessions, identifying and addressing recurring issues to improve system stability and reliability.
- Proactively identified and resolved recurring deployment issues through root cause analysis and process optimization, resulting in a 25% reduction in revenue-impacting incidents and a significant improvement in end-user satisfaction.
- Successfully implemented and automated system health checks using JavaScript and homegrown tools, reducing after-hours support engagements and improving work-life balance for the team.
