Manager Management

Tamir Molamusa

* ***** ***** • Wayne, New Jersey 07470 • United States of America

Residence: 973-***-**** • Mobile: 973-***-**** • Email: *********@*********.***

Professional Summary: Dynamic, innovative hands-on support manager offering 12 years of experience and increasing responsibility in technology and people management delivering solutions and services with a business oriented common sense approach. I have a proven track record of providing visionary leadership through strong people management competency, analysis, and team building skills; I’ve executed creative problem solving methods based on my strong analytical, communication, written, and business skills. Leadership and management skills are combined with the breadth of technical experience. I am experienced in international business, systems, services, and support delivery; in Europe, Middle East, Latin America, and Asia Pacific.

Work Experience: CommVault Systems, Oceanport, New Jersey February 2009- Present

Data and information management solutions through software and services for high performance data protection, information discovery, and simplified management of data on complex storage networks. www.commvault.com

Business Critical Support Global Program Manager for Premium and Professional Services / Support

Responsibilities: The Business Critical Support Global Program Manager is responsible for the ongoing strategic and tactical management of CommVault Technical Account Managers and Resident Support Engineers - in support of enterprise customers who have procured CommVault's Business Critical Support (BCS). The BCS-GPM is the business manager for the BCS program fiscally responsible for the revenue and expense activities associated with the program and the ongoing management of the TAM personnel that make up this program. The BCS-GPM regularly liaises with support, development, CommVault finance, field sales, and management completing continuous enhancement of the BCS program. Help define professional service goals and objectives, generate revenue opportunities.

Responsibilities:

• Global Business Critical Support Program Manager for Premium Services and Support responsible for the management of personnel and the coordination of process, procedure, and program development for CommVault’s Global BCS support operation Centers in Europe, Middle East, Latin America, and Asia Pacific

• Budget planning, organizing, and controlling the daily activities of the Business Critical Support and professional services department

• Manage to, and enhance, BCS program initiatives

• Drive project reviews for management and customers

• Manage and drive requests from client engagements

• Manage and motivate Business Critical Support personnel

• Headcount needs analysis and projection

• Ensure revenue sales growth from professional service engagements

• Interface with customer personnel as an escalation point of contact for customer issues

• Interface with customer management as an escalation POC and customer advocate on customer issues

• Lead the BCS operations and BCS Field Personnel in the ongoing support of BCS customers

• Liaise with the Global BCS teams to communicate on program initiatives

• Travel to BCS customer sites on a quarterly basis to deliver reports, foster partnership, and integrate as a contributor to customer's CommVault roadmap

• Serve as Field Sales advocate to market and win new BCS business for CommVault

• Proactively introduce cross services to customers to ensure optimal CommVault services penetration and anticipate preventative opportunities

• Participate in program audits and work with management to establish or revise procedures and processes

Work Experience: Trend Micro Inc. Little Falls, New Jersey September 2003- January 2009

Trend Micro is Global Leader in antivirus and Internet content security software and service. www.trendmicro.com

Dual Role:

Sr. Support Manager and Project Leader: Customer Advocacy Group for Premium Services and Support and North America Trend Labs Malware Team Manager

Sr. Support Manager and Project Leader: Customer Advocacy Group for Premium Services and Support

Areas of expertise include: client relations, strategic planning, creating support guidelines, process improvement, expense control, project management, people management, policies and procedures creation, contract negotiation, budget review and implementation, international management, leadership & team development, professional services, pre-sale support, Support Center Practices (SCP) Certification, hiring, managing and motivation, and program management best practices.

Responsibilities:

• Established Eastern Region Support Operations Center for Trend Micro

• Supervise and manage premium support and services for Trend Micro’s premium customer base which includes budget, planning, organizing, and controlling the daily activities of the Premium Support department

• Hire, develop, motivate, and manage a group of 50 Technical Account Managers with their day-to-day activities.

• Created the Standard Operations Procedure Manual for the department, this manual became the handbook for each team member and covered everything from training to daily, weekly, and monthly processes

• Assisted in the creation of a Global Premium Support Service program that generated over $750 million dollars in annual revenue, consistently maintaining a 95% customer retention rate and 93% Customer satisfaction rate. All while providing 24x7 support services for mid to enterprise level customers.

• Global Support manager responsible for the management of personnel and the coordination of process and procedure for Trend Micro’s Global support operation Centers in Europe, Middle East, Latin America, and Asia Pacific

• Act as the Global Alert Commander for virus outbreaks

• Assist in maintaining internal certification (SCP Program) for the Premium Support department. Additional information on these internationally-recognized quality standards can be found here - http://www.servicestrategies.com/index.cfm?fuseaction=certification.home

• Investigate best practices and technology, and implement changes to improve overall support operations

• Defining MBO (Manage by Objectives) criteria for TAM’S (Technical Account Managers) salary compensation

• Work closely with Sales and Marketing departments regarding enterprise accounts to help provided assistance in all technical, virus, and political issues

• Contributing to the strategic planning of the customer experience within the account management team

• Solely responsible for Trend Micro Premier tier of service (Diamond Premium Support) This tier was responsible for 50% of all of the US regions revenue approximately $400 Million dollars

• Develop and execute plans and programs to ensure profit, growth, and expansion of the Premium Support department’s services

• Develop and implement a service provider support structure

• Responsible for customer escalations and issue management - daily management of critical customer issues and driving high visibility customer issues through to resolution

• Define project scopes, provide architecture/network topology analysis, resource allocation, and project implementation

• Manage multiple projects, assign personnel to projects, direct activities, and prepare activity and progress reports

• Lead/developed initial strategic projects and sets expectations for project delivery.

• Overseeing and effectively leading relationships across departments.

• Serve as a liaison between the project team and other departments to facilitate flow of projects.

• Manage project financials and provided guidance to deliver projects on time and on budget.

• Work with account team to identify and mitigate project risks.

Work Experience: Trend Micro Inc. Little Falls, New Jersey September 2007- January 2009

Trend Micro is Global Leader in antivirus and Internet content security software and service. www.trendmicro.com

North America Trend Labs Malware Team Manager at Trend Micro: As the manager of the Trend Labs team for North America, I oversaw the case processing from customers malware escalations. Additionally, I was a part of the team that established the malware certification process for Trend's premium support team. And finally, I led the team that provided the malware sourcing efforts for North America. This included proactive monitoring of the threatscape and internal communication distribution.

Responsibilities:

• Monitor the threatscape and provide current reports to various departments.

• Tracking customer requests related to spam and malware samples

• Determining resource and workload allocation to include hardware, software and personnel

• Coordinate with peers within the department to coordinate technical and system requirements, to plan changes and to establish work plans

• Respond to audit requests relating to the customer’s infrastructure and work with team personnel to take remediation steps to close any gaps in anti-virus coverage

• Create standards for the team to ensure uniform daily performance across the department.

• Improve department performance though measurable performance indicators

• Represent the malware department at inter-departmental threat escalation meetings and industry conferences

Awards and Certifications: I was the recipient of the Distinguished Leader for Outstanding Performance Award in 2003. In 2004 I received the “Team Award” for having the highest performing team using extensive support metrics as measurements. In 2005-2008, I received the “Achievement Award” given to an employee who has gone above and beyond his or her job duties to assist others within the organization.

Additional awards and certificates: SSPA: Service and Support Professional Association; Help Desk Institute; Certified Support Center Manager. Trend Micro Certified Security Expert; Trend Micro Global Project Coordination; Certificate of Appreciation

United States Guard and Reserve Patriotic Employer/Manager Certification

Technical Account Manager September 1999- September 2003

Irvine California office and Totowa New Jersey office

September 2000 - March 2001

Working in conjunction with Sales, Marketing, and Product Managers, the Technical Account Manager is the bridge between our Premium Support customers and Trend Micro. As a Technical Account Manager, I solved challenging, potentially high impact customer situations with a high level of tact and understanding. As a TAM, I took ownership of the Premium Support relationship to drive customer satisfaction by proactively managing and delivering technical information to our customers both onsite, online and via telephone.

Responsibilities: (but not limited to)

• Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clients’ networking environments

• Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network

• Effectively interact with the engineering teams to provide solutions to complex technical issues

• Available to be on call 24x7

• Quarterly visits to customer sites, and Emergency onsite support to customer’s location

• Share best practices with Team members to enhance the quality and efficiency of support

• Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery

• Provide first call case resolution, software/network troubleshooting and proactive support services

• Participate in all projects including, vendor relationships

• Provide consultation to customers and help clients with planning and implementation of Trend software products

• Provide weekly status reports to client and Management

NU-TECH, Inc. November June 1997 – August 1999

Network Lab Engineer

Haledon, New Jersey

Responsibilities: (but not limited to)

• Configured Cisco Routers using RIP, IGRP, EIGRP protocols, along with using static routes and redistribution

• Designed, implemented, and supported LANs and WANs

• Implemented access list filters on Cisco Routers using TCP/IP protocol

• Installed, configured, and troubleshot ISDN and Frame-Relay circuits on Cisco

• Upgraded IOS software on Cisco Routers and Cisco Router password retrieval

• Installed, maintained, and troubleshot Ethernet and LANS

• Installed and configured Prelude, Adtran and Tylink DSU/CSUs for Wan support

• Installed, implemented, and supported IP/IPX Networks

• Installed and troubleshot UTP wiring for Ethernet and Token-Ring

• Installed and configured Windows NT 4.0 and NT Client for client/server applications

• Installed and configured DHCP on Windows NT 4.0 Server

• Maintained and troubleshot all network problems

Technical Skills:

• Operating Systems: MS-DOS 6.2, All versions of Windows, Checkpoint, Some UNIX and Linux. Cisco IOS ,

• CRM Technologies: Right Now, Seibel, Sales Force, Sales Logic, Goldmine

• Mail Servers: Microsoft Exchange, Basic knowledge on, Sendmail, and Lotus Domino.

• Network Technology: TCP/IP, DNS, DHCP, Active Directory Services Cisco Routers; Ethernet (10Base 2, 10Base T, 10Base F, and 100Base T); Token-Ring, IP Sub-netting, IP addressing, VLSM, FTP, Telnet, ICMP, OSI reference model

• Additional IT Skills: TCP/IP, Telnet, network installation, maintenance, repair and troubleshooting. LAN/WAN services, PC Desktop Systems, 24 X 7 Data Center Computer Operations, Database Administration Application systems, Help Desk Operations, Web / Internet Design & Operations, Antivirus / Security

EDUCATION:

TREND MICRO, Inc. Certified Level 2 Antivirus Engineer Specialists

SSPA: Service & Support Professionals Association: Certified Support Manager (equivalent to HDI)

NU-Tech, Inc., Computer Learning Center Certificate in Computer Networking (Internetworking with TCP/IP).

New Horizons Computer Learning Center; MCSE Certificate

College: Degree in Progress

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References:

Available upon request

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