JOHN P. MELAUGH

** ********** ****, ********, ************* 02052

508-***-**** acvau2@r.postjobfree.com

SUMMARY

Highly accomplished Service Delivery leader who utilizes strong communication and people skills to build, direct and manage high performance teams. Significant accomplishments include developing and executing strategic plans to sell, implement and support cloud based and licensed technologies. I have extensive customer focused experience in Customer Support, Client Services, Professional Services, Pre Sales Engineering, Project Management and Consulting. I have used my skills to gain new business, onboard new customers, expand customer usage, solve issues and renew business.

PROFESSIONAL EXPERIENCE

ZERTO, Boston, MA 2015 to current

Global Director of Support Engineering (2015 - Present)

Doubled the Global Support team in 2015.

Defined the organizational strategy and structure to more than double the Global Support organization in 2016.

Expanded on-shift senior backline Support coverage by 40%.

Defined and implemented the escalation management process for critical issues and account situations.

Defined and implemented projects, policies and procedures to ensure consistency and service excellence.

Defined and implemented a Customer Satisfaction survey to capture the voice of the customer and improve service.

Developed strategic relationships with Engineering, Quality Assurance, Sales, Product Management and Legal.

Developed a cohesive, supportive culture within the team to attract top talent and retain employees.

Engage customers to adopt the Zerto solution.

HEWLETT PACKARD AUTONOMY, Southborough, MA 2011 to 2015

Worldwide Technical Support (2011 - 2015)

Provided Worldwide Technical Support leadership for HP Data Protection and Information Governance, a 135 person best in class global Technical Customer Support team and a 120 person front line partner Support team.

Redesigned Support Delivery to optimize the use of HP badged employees and our Support partner.

Delivered proactive account management services to assist customers adopt solutions and achieve the full value of their software investment.

Strategized with Sales Management to land new business opportunities and expand our footprint in key accounts.

Delivered Technical Support for over 50,000 customers.

Achieved and maintained 95.5% customer satisfaction rating while managing over 5,000 cases per month.

Responsible for managing critical customer escalations and Executive communications for both cloud based services and licensed products.

Worked collaboratively across Engineering, Operations, Product Management, Sales and Network Services to address and resolve critical customer satisfaction issues and influence product development.

Partnered with Sales and Legal to respond to RFP’s and negotiated Technical Support contract terms.

Increased Support coverage by 21% by deploying a global 24x7 Follow the Sun Support team.

Delivered Premier Support offerings to enhance customer satisfaction, improve adoption rate and grow revenue.

Member of the Preserve Pillar Leadership team responsible for leading the business to execute on strategic and tactical plans. Represent Support during quarterly Business reviews and product planning sessions.

Made strategic product decisions as a Governance Team and Product Team Committee member.

Worked collaboratively with Pre-Sales to close new business during Proof of Concept initiatives.

Regularly set engineering priorities with Engineering Management to address critical customer issues and redesign processes focused on customer satisfaction.

Designed and implemented processes and procedures to work collaboratively with our third party Support delivery partner to ensure customer success.

IRON MOUNTAIN DIGITAL (purchased by HP Autonomy), Southborough, MA 2000 to 2011

Director, Worldwide Technical Support and Total Customer Satisfaction (2010 - 2011)

Set the strategic direction of a 62 person team to provide best in class Technical Customer Support.

Managed critical customer escalations and Executive communications for seven cloud based services as well as two licensed products for the Enterprise, SMB and retail markets.

Worked collaboratively across Engineering, Product Management, Operations, Network Services and IT to address and resolve critical customer satisfaction issues and influence product development.

Responsible for the Total Customer Satisfaction (TCS) program to drive customer business needs. Achieved TCS Champion status, the highest level of achievement, each year. Reduced critical customer accounts by 80%.

Governance Board member responsible for directing numerous product teams to build new products and services.

Led the management team in the analysis, selection and implementation of a new CRM system. Converted three CRM platforms to one platform. Implemented a web portal to enable customer self-service.

Led the initiative to build a global 24x7x365 center of excellence for Technical Support in Bangalore, India.

oDeveloped the budget, staffing plan, training plan, network requirements, Telecom requirements and shift schedules. Executed the plan to hire and train over 30 Technical Support resources on time and within budget.

oLaunched two level 1 Support Centers and two Level 2 escalation Support Centers.

oBroke even within 14 months of service launch. YoY savings of 45%.

Director, Pre-Sales Engineering and Worldwide Technical Support (2005 - 2010)

Led a Pre-Sales team of 30 FTE and a Post Sale Technical Support/ Technical Account Management team of 58 responsible for closing new business, adopting the solutions and expanding consumption.

Integrated four siloed Support teams into one with common contracts, SLA’s, processes and procedures.

Established a Critical Accounts management process to track and actively manage at risk customers.

Launched the Customer Advocacy program to bring the voice of the customer to non-customer facing disciplines.

Developed and executed the strategic plan to unify four separate Pre-Sales Engineering teams together into one cohesive team while defining common policies, practices, procedures and Compensation plans.

Directed the training and cross training of the Pre-Sales Engineers to support multiple product sales initiatives within each Sales region improving sales efficiency, effectiveness and coverage.

Defined a new regional organizational structure for Pre-Sales Engineering to best align with the Sales organization.

Recruited, hired and managed Pre-Sales Engineering regional managers to meet or beat sales objectives.

Strengthened collaboration & customer focus amongst Pre and Post Sales teams inclusive of Professional Services.

Director, Client and Professional Services (2004 - 2005), Manager (2001 - 2004)

Hired and directed a team of service professionals responsible for defining customer requirements, preparing the Statement of Work and working across the organization to onboard customers and achieve full adoption.

Maintained ongoing business relationships to ensure customers obtained the business value of their investment and to identify opportunities to expand our business.

Continuously improved the onboarding process efficiency across Client Services, Network Services, Database Administration, Engineering and the Storage team.

Tracked, trended and managed at risk customers and advised Senior Management and Customer Executives.

Principal Engineer (2000 - 2001)

An initial member of the Iron Mountain Digital initiative to build and deliver cloud based solutions.

FLEETBOSTON FINANCIAL, Boston, MA 1990 to 2000

Sr. Systems Manager, Content Management and Process Reengineering (1998 - 2000)

Managed the design and implementation of Content Management systems and decrease cycle time by up to 50%.

Sr. Systems Manager, Business Process Reengineering (1993 - 1998)

Established, staffed and managed the Business Process Reengineering function (BPR).

Sr. Systems Manager, Project Management Assurance (1990-1993)

EDUCATION

Syracuse University, Martin J. Whitman School of Management B.S. Information Systems, Finance

Cambridge Institute for Computer Programming

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