At Veracode, I lead global technical support strategy for enterprise customer growth and retention, establishing 24/7 L1-L3 support across five international markets and creating escalation governance, incident response standards, and platform compliance protocols.
Previously at Veracode/CA Technologies, I cleared 1,000 backlog cases in six months, reduced average case age by 41%, and raised CSAT from 3.9 to 4.7. At Omgeo-TR/DTCC, I saved $1.4M annually by building a Manila L1 team and implementing ServiceNow, while reducing MTTR from 62 to 14 minutes.
