NIOMI SNEDDEN

• Directly responsible for a team of 90 consisting of Sr. Managers, Managers and Technical Support Engineers for Americas.
• Worked closely with organizational leadership and executive leadership team to guide operational strategy.
• Established departmental performance goals and key metrics, established guidelines for underperforming areas.
• Monitored and coordinated workflows to optimize resources.
• Formed strategic partnerships to drive continued business development.
• Optimized operational processes using analytics tools to address customer impacting metrics.
• Identified, drafted and presented business intelligent data to executive leaders to recommend critical business decisions.

• Provided strong leadership to enhance team productivity and morale.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Implemented and developed operational standards, policies and procedures.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Identified cost improvement changes and cost savings plans to increase company savings.
• Mantained customer satisfaction ratings to 90%.

Product Support Engineers:

Team responsible for complex problem resolution, creative but innovative problem solving and influencers advocating on behalf of customers for product change that are needed and\or desired.

• Created and established a team of Tier 2 Engineers through defining the role and responsibility while gaining adoption throughout the company.

• Performed continuous review to ensure the best possible efficiencies are leveraged to ensure we collectively worked smarter not harder.

Virtual Classroom:

Team responsible for external based client training aimed at adoption thus retention.

• Streamline and organize offerings such as new creation, customer certification programs and marketing launch plans.

• Build out customer online experience to work together with support in providing a self service model option for customers.

• Set goals to support company targets.

Overall Leadership:

• Oversaw the build out of an offshore support center in Costa Rica within 90 days of the SOW being signed, which is currently a fully functional, successful Tier 1 support team.

• Led, reported and responsible for all support operations (130 employees) of Tier 1 and Tier 2 Support Engineers for 120 days (VP on leave).

• Responsibilities Include: Setting and Meeting KPI’s, continuation of identifying and building out efficiencies, setting and adhering to budgets, reporting on overall business, elevating individual contributors through continued growth, and seeking and implementing ways to improve the customer experience.

Lead and manage a team of 25 Tier 1 Engineers and supervisors, managing Web Security Services (a cloud based service to protect Enterprise traffic that flows through our Data Centers worldwide). Followed growth and trends of existing team to plan ahead for any potential changes such as staffing or incoming volume.

• Responsible for and successfully built a team of 12 Tier 1 Engineers in Montevideo, Uruguay (Jan ‘16 - June '16) within 6 months,

• Continued to lead Tier 1 Engineers through success and professional growth of their career through regular and consistent on-going discussions.

• Prepared and present Quarterly Business Reviews (QBR's) to Upper Management, highlighting wins\challenges\state of union for my area of business.

• Led major initiative to gain efficiency within our Tier 1 tools, leading a global team of 13 Engineers through identifying areas of inefficiencies and drawing up requirements. Successfully delivered final requirements to Upper Management for approval to move forward on actual changes. Worked with Business Operations to implement changes.

• Self-motivated to drive success of our business through identifying and raising awareness to challenges\recommending solutions and representing the needs of our customers for a better products and service.

• Participate in product planning sessions, release readiness and supportability to represent the needs of Tier 1 and communicated information to peers globally.

• Managed the day to day Tier 1 operations, ensuring timely call handling, case response and resolution.

• Participate and lead internship recruiting through Career Fair Coordination and Management.

• Directly manage a team of 11 who is responsible for network security (AV, EPS, Patching) and IT related processes such as imaging, provisioning of devices. Responsible to lead each through professional growth to achieve exceptional results for role. This is achieved through direct and consistent feedback.

• Followed growth and trends of existing team to plan ahead for any potential changes such as staffing or incoming volume.

• Proactively identified any potential process changes that can yield an increase in productivity. (Currently leading team through a structural change that will reduce burn-out by allowing technicians to be better specialized and focused on the areas they support.)

• Provide quarterly results to direct management team, outline specific goals as a result for following quarter\year. Present to all upper management, bi-annually, results of team sharing highlights and focus areas.

• Led and managed support for the Australia\New Zealand region, achieving 95% CSAT for 2015. Kept up to date on trends to spot potential growth to existing team.

• Successfully manage both minor escalation type situations as a result of any type of dissatisfaction by the customer and critical situations by setting plans in place for resolution and follow through.

• Oversee day to day operations including scheduling, being available at all times for any questions from any technician regardless of team.

• Manage a team of direct reports locally and remotely on a daily basis by addressing questions, issues or concerns. Manage performance of each team member through regular constructive feedback, coaching and quarterly and annual feedback processes to ensure high performance standards. Identify and hire exceptional candidates when adding growth to the team, leading new hires through training.

• Responsible for managing the success of escalated accounts which includes identifying concerns, implementing resolution plan through establishing a cross functional resolution team, providing consistent written and verbal updates to the account and regular status updates to internal management and executive teams.

• Manage support operations to ensure the health of our team which includes gathering and analyzing data and trends, recommending and implementing improvements to existing processes and procedures. Data to generate and analyze

includes; Customer survey results, Net Promoter Scores, team utilization rates, target SLA’s, contribution rates, weekly and monthly activity reports.

• Serve as a leading representative of Technical Support to provide feedback on a regular basis for product improvements on behalf of customers through direct customer feedback or gathering and analyzing technical incident trends and communicate suggestions, ideas and improvements to teams such as R&D, Product Management, Services and Sales.

• Identify, define and\or refine processes and procedures by utilizing experience in Technical Support and receiving team input and formalize written documentation for internal distribution. Utilized Wiki Markup for Confluence to create a “Virtual Process Center” for easy, instant and single place access for all internal process documentation. Ensured continuous updates.

• Use and expand on technical skills in the High Availability Industry along with a solid background on IBM’s iSeries Operating Systems and Windows environments.

• Assisted with management of expenses including overseeing expense reports for direct reports, distributing weekly payroll report for afterhours payroll and managing new equipment requests for team.

Industry: Automotive Software

Product Support Engineers (Tier 2), Automotive Software

Overall, lead and managed two teams;

Product Support Engineers: Team of 18 Engineers, including two managers located in three U.S States and Kaliningrad, Russia

Virtual Classroom: Team of 10 Trainers plus one manager located across the US

Product Support Engineering Responsibility:

• Team responsible for complex problem resolution, creative but innovative problem solving and influencers advocating on behalf of customers for product change that are needed and\or desired
• Created and established a team of Tier 2 Engineers through defining the role and responsibility while gaining adoption throughout the company
• Performed continuous review to ensure the best possible efficiencies are leveraged to ensure we collectively worked smarter not harder

Virtual Classroom Responsibility:

• Team responsible for external based client training aimed at adoption thus retention
• Streamline and organize offerings such as new creation, customer certification programs and marketing launch plans
• Build out customer online experience to work together with support in providing a self service model option for customers
• Set goals to support company targets
• Oversaw the build out of an offshore support center in Costa Rica within 90 days of the SOW being signed, which is currently a fully functional, successful Tier 1 support team
• Led, reported and responsible for all support operations (130 employees) of Tier 1 and Tier 2 Support Engineers for 120 days (VP on leave)
• Responsibilities Include: Setting and Meeting KPI’s, continuation of identifying and building out efficiencies, setting and adhering to budgets, reporting on overall business, elevating individual contributors through continued growth, and seeking and implementing ways to improve the customer experience.

• Industry: Cyber Security Software
• Lead and manage a team of 25 Tier 1 Engineers and supervisors, managing Web Security Services (a cloud based service to protect Enterprise traffic that flows through our Data Centers worldwide)
• Followed growth and trends of existing team to plan ahead for any potential changes such as staffing or incoming volume
• Responsible for and successfully built a team of 12 Tier 1 Engineers in Montevideo, Uruguay (Jan ‘16 - June '16) within 6 months
• Continued to lead Tier 1 Engineers through success and professional growth of their career through regular and consistent on-going discussions
• Prepared and present Quarterly Business Reviews (QBR's) to Upper Management, highlighting wins\challenges\state of union for my area of business
• Led major initiative to gain efficiency within our Tier 1 tools, leading a global team of 13 Engineers through identifying areas of inefficiencies and drawing up requirements
• Successfully delivered final requirements to Upper Management for approval to move forward on actual changes
• Worked with Business Operations to implement changes
• Self-motivated to drive success of our business through identifying and raising awareness to challenges\recommending solutions and representing the needs of our customers for a better products and service
• Participate in product planning sessions, release readiness and supportability to represent the needs of Tier 1 and communicated information to peers globally
• Managed the day to day Tier 1 operations, ensuring timely call handling, case response and resolution
• Participate and lead internship recruiting through Career Fair Coordination and Management.

• Industry: IT Systems Management Software
• Directly manage a team of 11 who is responsible for network security (AV, EPS, Patching) and IT related processes such as imaging, provisioning of devices
• Responsible to lead each through professional growth to achieve exceptional results for role
• This is achieved through direct and consistent feedback
• Followed growth and trends of existing team to plan ahead for any potential changes such as staffing or incoming volume
• Proactively identified any potential process changes that can yield an increase in productivity
• (Currently leading team through a structural change that will reduce burn-out by allowing technicians to be better specialized and focused on the areas they support.)
• Provide quarterly results to direct management team, outline specific goals as a result for following quarter\year
• Present to all upper management, bi-annually, results of team sharing highlights and focus areas
• Led and managed support for the Australia\New Zealand region, achieving 95% CSAT for 2015
• Kept up to date on trends to spot potential growth to existing team
• Successfully manage both minor escalation type situations as a result of any type of dissatisfaction by the customer and critical situations by setting plans in place for resolution and follow through
• Oversee day to day operations including scheduling, being available at all times for any questions from any technician regardless of team.

• Tier 1) Industry: High Availability software on IBM’s Midrange and Mainframe systems.