Experience
Eight chapters across networking, healthcare, infrastructure, identity, fleet technology, managed services and retail. Roles, scope and what changed.
Director, End User Services · June 2025 – present · Dubai, United Arab Emirates
Luxury retail sets the customer’s expectation long before anyone reaches support. The work here is making the service layer live up to a brand promise that was made somewhere else entirely — across markets, channels and a very large internal user base.
Vice President / Head of Customer Support & Operations · June 2024 – June 2025 · San Francisco Bay Area
A stealth AI startup with no support organisation and customers already arriving. Building 24×7 coverage from zero means choosing, early and under pressure, what you will refuse to compromise on — security posture, response discipline, and the feedback loop back into product.
Director, Customer Support Operations & Escalations · February 2024 – June 2024 · San Francisco Bay Area
Standing up a world-class support and managed-services function from the ground up — operating model, tiering, tooling, SLAs, hiring bar and culture. When nothing exists yet, every default you choose becomes the thing people inherit for years.
Read the CEO’s testimonial →
Motive (formerly KeepTruckin)
Director, Technical Support & Escalations · December 2020 – July 2023 · San Francisco Bay Area
Replaced a queue-and-escalate model with POD-based ownership and structured swarming, so cases reached the right expertise the first time instead of the third.
Senior Manager, Customer Support · June 2018 – December 2020 · San Francisco Bay Area
Identity sits in front of everything a customer does, which makes every incident a trust event rather than a technical one. Leading support here meant building for precision and for calm under pressure.
Okta team farewell →
Global Escalation Manager · July 2015 – June 2018 · Palo Alto, California
With platform and infrastructure products, the customer’s problem is almost never contained in one component. This is where cross-functional ownership stopped being a nice idea and became a requirement.
Manager, Customer Support (TAC) · November 2008 – May 2015 · Cambridge, Massachusetts
Formal practice, measurable standards, and the TSIA Certified Support Professional I (CSP‑I) credential. This chapter turned instinct into method — and method is what you can actually teach a team.
Blue Cross Blue Shield of Massachusetts
Healthcare technology carries a different weight. Downtime is not an inconvenience to be scheduled around — it sits between people and their care.
3Com / CommWorks / UTStarcom
Enterprise networking, at volume. Where I learned that a customer’s outage is never really a ticket — it is their business standing still, and they can hear whether you understand that.
23 credentials spanning the whole arc — Cisco, Check Point and Microsoft in the networking years; TSIA and Riverbed when support became a discipline; Okta through the identity chapter; and PMP, ITIL v4, AWS and Salesforce AI most recently.
The CV is shared on request — tell me who you are and what it is for, and I will send it across.