DOREEN MOLLER
Long Branch,New Jersey
Summary
Seasoned IT Industry-experienced Senior Customer Success Manager with over 9 years experience spearheading customer success and retention initiatives. Demonstrated history of increasing customer onboarding success rate, customer satisfaction scores and decreasing customer churn. Strong ability to connect with customers in meaningful ways, build trust, empathize with their needs and strategically assist them in meeting their business goals.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
VMware/Broadcom/Omnissa
01.2015 - 09.2024
- Manage Customer Health and Success plans and recommend services for continued adoption; oversee multitude of Fortune accounts representing the company's largest Annual Recovering Revenue (ARR) and deployment within the End User Computing Business Unit
- Ensured coverage for large Enterprise and Global accounts, ensuring workstream planning & project readiness, best practices & configuration health checks, product request management, and product functionality & annual business reviews
- Mentor new additions to the EUC Customer Success team to ensure successful transition to their role
- Working directly with Product Management and Engineering to align the Business Transformational goals for the customer's unique challenges towards resolution and ownership of the post-sale customer relationship
- Integral member of the Annual business review committee, responsible for developing the annual business review template and Miro board and ensuring all customer success managers had the tools and resources and skills to deliver strategic engaging business reviews
Mobility Infrastructure Analyst
Merck
01.2002 - 03.2015
- Key member of engineering team responsible for managing, monitoring, upgrading, and installing all back-end infrastructure to support both MobileIron, BES and ActiveSync environments
- Meet regularly with mobility vendors and carriers to ensure knowledge of products and to maintain relationships
- Developed detailed test scripts to validate mobile devices to determine which devices should be standardized
- Responsible for deploying Android Globally using a containerized approach utilizing MobileIron and the Divide email client
- Blackberry Enterprise server administrator responsible for support, maintenance, installation and upgrades for forty-five BES 5.x/10.x servers
- Perform change control for all technical infrastructure changes utilizing Remedy
- Coordinate with security, risk management and privacy teams to assure compliance with all corporate security policies and requirements
- Provide 3rd level support on all mobile device issues that cannot be resolved by the Helpdesk or Operations team
- Designed custom web-based portal for Blackberry users to self-register and manage their own devices
Senior Systems Specialist/Email Administrator
Organon / Schering Plough
01.2002 - 03.2015
- Perform Exchange 5.5/2000 email administration including troubleshooting all email issues such as NDR's, message tracking, Spam management, monitoring Exchange servers, and mail restore requests
- Perform Blackberry Enterprise Server 4.0/4.1 support and administration
- Responsible for migration of over 3000 users from Exchange 5.5 to Exchange 2000
- Handle all 2nd level Exchange/Outlook messaging related issues that come into technical Call center
- Administer Iron Mail anti-spam gateway
- Provide third level support on MS Outlook related issues
- Administrator for three Citrix MetaFrame Server farms
- Perform daily LAN Administration in both NT and 2000 environment
Network Engineer/Project Manager
BASF Corporation
01.1998 - 12.2001
- Project Manager for NAFTA Region responsible for the rollout, support, installation, and maintenance of Unicenter TNG Enterprise Management, Software Delivery, Asset Management and Remotely Possible
- Implemented Novell Radius (Border Manager Authentication Services) technology corporate-wide
- Provided 3rd level support for Helpdesk on 24 x 7 basis
- Performed numerous Netware 4.X, 5.X and Windows NT 4.0 Server Installations and Upgrades
- Supported 100 Novell/NT 4.0 Servers on Compaq Proliant Server platform
Associate Director
SONY Music Entertainment
01.1993 - 12.1998
- Hands-on Technical Manager of support team responsible for the support of a 2000 node LAN
- Responsible for World-Wide Netware 3.12 to 4.11 migration project
- Develop and maintain LAN technical standards
- Provide technical consulting services to all SONY Music locations throughout US and abroad
Technical Officer
Chase Manhattan Bank
01.1987 - 12.1993
- Hands-on Technical Manager for LAN support team responsible for a 1000 node NetWare LAN
- Manage and coordinate file server upgrades and new installs
- Responsible for developing corporate-wide standards for the installation and interconnection of all local and wide Area networks, based on Novell NetWare and a Microsoft Windows platform
Education
Bachelor of Science - Computer Science
Bernard Baruch College
New York06.1994
Skills
Client Relations
- Strategic Planning
- Customer Account Management
- Customer Relationship Building
- Customer Advocacy
- Staff mentoring & leadership
- Customer Needs Assessment
- Proficient in Cloud based MDM Software / SAAS
Certification
MCSE
Timeline
Senior Customer Success Manager
VMware/Broadcom/Omnissa
01.2015 - 09.2024
Mobility Infrastructure Analyst
Merck
01.2002 - 03.2015
Senior Systems Specialist/Email Administrator
Organon / Schering Plough
01.2002 - 03.2015
Network Engineer/Project Manager
BASF Corporation
01.1998 - 12.2001
Associate Director
SONY Music Entertainment
01.1993 - 12.1998
Technical Officer
Chase Manhattan Bank
01.1987 - 12.1993
MCSE
Bachelor of Science - Computer Science
Bernard Baruch College
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