At Imprivata, I manage 15 direct reports across four countries and coordinate schedules, shift transitions, and operational procedures for global 24/7 coverage.
I monitor workloads, escalations, operational KPIs, and service risks, keeping follow-up actions clear across Engineering and Customer Success. I also improved mentor checklists and onboarding documentation so training expectations are easier for new hires to follow.
At VMware, I managed a team of 18–24 technical support professionals, including escalation engineers, and coordinated cross-regional work during high case volumes. I handled complex escalations involving technical and customer-facing stakeholders.
Earlier, I worked across customer, project-management, and engineering groups on Cisco/Riverbed WAN solutions, documenting implementation requirements and coordinating work assignments. As a Cisco TAC Support Engineer, I troubleshot enterprise network issues, managed technical cases, and communicated directly with customers.
