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3918 Woodcreek Lane * San Jose, CA 95117 * (408) 249-3592 or (408) 318-3327 * tt
Versatile leader with record of enhancing revenue, profitability, and customer s
atisfaction through new service offerings, optimized processes, and cross-functi
onal team utilization. Expertise in management of customer service, technical se
rvices, product support, and sales support. Adept at recruiting, mentoring, and
motivating team members to excel. Outstanding team building, facilitation, and c
ommunication skills. Resourceful problem solver who performs well under pressure
. Analytical, ethical, conscientious, and customer-focused.
Strategic Planning Operations Leadership Cost Control
Process Improvement Profit & Loss Management Customer Service
Performance Reporting Staff Training & Development Contract Negotiation
Vice President, Worldwide Customer Support (2008 - 2009)
Defined strategic vision. Oversaw support of OEM, channel partners, and end-user
customers. Planned and directed all aspects of the customer experience, includi
ng, traditional customer support, product quality management, product repair, an
d replacement operations. Directed Technical Support, Customer Service, and Fiel
d Support Business Units, which covered global operations, staff of 450, and bud
get of $60 million. Managed 10 direct reports. Collaborated with key internal pa
rtners, including: Engineering, Product Management, Sales, Marketing, Operations
, Services, IT, and Legal, to drive delivery of corporate objectives. Designed a
nd authorized incentive and training programs to attract, retain, and develop em
* Transformed corporate culture, instituting idea that decisions required attent
ion to business, customers, and employees.
* Contributed to dramatic revenue growth from $225 million to $400 million in 20
months, via internal programs and offerings to acquisitions.
* Spearheaded integration of Foundry Networks into our current business unit, va
lued at $100 million annually.
* Defined, recommended, and approved all support and contract offerings. Designe
d and oversaw implementation of global customer support programs.
* Delivered measured results across Brocade's entire customer base and product p
ortfolio, including: OEM back-line support (post-sales), OEM qualification suppo
rt, direct end-user support, QSP and partner back-line support, early access and
pre-sales support for new products/technologies, field SE help desk, back-end t
echnical support.
* Ensured 24x7x365 supporting in all languages to support all corporate geograph
ic regions.
* Managed escalated issues and oversaw cross-functional resolution of customer i
* Designed and implemented online support customer portal that enabled customers
to submit service requests, track progress, and update information. System incr
eased response time and shortened resolution time
Vice President/Senior Director of WW Technical Support & Customer Service (2002
- 2007)
Directed technical support, technical account management, outsourcing, customer
service, and held complete profit and loss accountability; oversaw enterprise so
ftware, installation software, piracy protection software, and SaaS (Software as
a Service) products. Partnered with Sales, Sales Support, Engineering, and Qual
ity Assurance Depts. to handle critical accounts and resolve product defect esca
lations. Developed and maintained support/service plans for multiple software an
d hardware product lines. Authored internal and external support business proces
ses including contract SLA (service level agreements), third-party partner agree
ments, and 24 x 7 support procedures.
* Implemented CRM, eService, Knowledge Base, 24 x7 support, and transactional su
rveys that expedited customer response and issue resolution time; customer satis
faction increased 30% over 2- year period.
* Decreased customer first call resolution time from 24 hours to 4 hours for Fle
xNet enterprise software product line and from 1 day to 2 hours for Trymedia Saa
S product line.

Timothy Timon
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* Reduced support expense by 25% and increased support contract revenue by 20%
via new business processes.
* Led company-wide end-to-end CRM project with on time, under budget delivery; i
mplementation of this consolidated CRM system reduced overall operation expenses
by $2 million over 3 years.
* Formed cross-functional product task force for FlexNet Publishing product line
; gathered and evaluated customer feedback; planned product enhancements, report
ed system bugs and facilitated fixes, and implemented process improvements.
* Created optimal balance between internal support and outsourcing to enhance co
st control and customer satisfaction.
* Launched employee resources program to foster education and promote advancemen
t; program resulted in corporate attrition rate of less than 1% and outsource ve
ndor attrition rate of less than 7%.
* Created worldwide 100-employee organization that generated $50 million in reve
nue with budget of approximately $8 million.
* Established cross-functional business process to be used by 6 product teams ma
naging 15 different software products; utilized common systems and methods to ma
ximize resource sharing during peak times.
Director of Technical Support (2000 - 2002)
Managed technical support of 5 software product lines, including direct staff of
5 managers and oversight of 40-member staff. Defined organization's vision, goa
ls, and objectives; planned and managed $1.5 million budget. Analyzed, develope
d, and implemented business processes for case management, tier support structur
e, problem escalation, and technical product release requirements. Managed cross
-functional efforts with various business units to ensure proper product release
, defect management, and overall customer satisfaction.
* Created eCRM vision to deploy eService capabilities for all products and new o
nline service offering.
* Established and achieved corporate goals for call/case handling abandon rate,
customer satisfaction, and knowledge transfer for customer self help.
* Earned SCP (Service, Capability, and Performance) certification for support be
st business practices.
Director, Technical Services (1997 - 2000)
Oversaw technical support, field service, third-party contracts, and spare parts
& service dispatch operations. Defined strategic direction for Technical Servic
es, including planning and control of $1 million budget. Coordinated, developed,
integrated and communicated company service policies and procedures to both int
ernal and external customers.
* Integrated 1st Siebel Customer Service Call Tracking System for Technical Supp
ort Department.
* Developed and implemented third-party service contracts for U.S. and Canada.
* Recruited, trained, evaluated, and motivated staff of 25; planned staff compen
Manager: Process Management & Implementation Group (1995 - 1997)
Supervised staff of 11 and defined group's strategic direction. Oversaw coordina
tion, development, integration and communications of customer service/business s
trategic programs/projects. Resolved complex problems and optimized operations b
y designing process flow for service operations. Identified total cost and cost
savings opportunities.
Executive Member, Help Desk Institute Executive Forum
Member, Service and Support Professional Association
Certificate of Achievement for Effective Leadership, Certificate of Achievement
for Executive Leadership Strategies, and
Certificate of Achievement for Leading Teams and Organizations