2001–2011
Network Infrastructure & Security
Network architecture, enterprise infrastructure, hosting centres, data-centre migrations, security, virtualization, VoIP — Cisco · Juniper · F5 · Check Point · Extreme · NetScreen.
2011–2017
Technical Support & Enablement
Technical leadership, multilingual support, escalation management, training, knowledge development, technical quality.
2017–2021
Technical Operations Leadership
Technical support management, network products, engineering leadership, operational KPIs, talent development, cross-functional engineering collaboration.
2022–2024
Global Service Delivery
40+ professionals, EMEA, French & German markets, vendor operations, service transitions, customer experience, people leadership.
2024–2026
Enterprise Programs & Supplier Governance
Global vendor governance, technology programs, process excellence, identity & access governance, enterprise tooling, supplier transitions, executive reporting, operational transformation.
Technical Foundation → Technical Leadership → Operations Leadership → Global Service Delivery → Enterprise Program & Governance Leadership
Sr. Strategic Supplier Process Excellence Program Manager
Docusign · Apr 2024 – May 2026 · Dublin
- Led global vendor governance, technology, and process excellence initiatives across IT, Security, Operations, and outsourced delivery vendors, spanning 400–500 staff across the Americas, EMEA, and APAC in five languages.
- Directed a large-scale global supplier transition with zero material disruption to customer SLAs across that 400–500-person program, and creating a reusable change management playbook that reduced planning lead time for future transitions by 40–50%.
- Cut new-hire onboarding cost by $30K–$50K annually, measured by a 30–40% improvement in tooling readiness time, by automating identity and access governance (Okta, Azure AD, GlobalProtect VPN, Salesforce RBAC) — also reducing manual access-list maintenance effort by 60–70%.
- Designed and launched Jira and Confluence governance reporting for executive leadership, reducing manual reporting effort by 50–60% while improving visibility into scope, schedule, risk, and delivery quality.
- Took ownership of an unassigned billing operations function and built it into a governed, predictable program worth roughly $700K–$1.5M in annual efficiency impact, by rebuilding SME coverage, escalation paths, and quality standards from scratch — cutting escalation rate 14%→10%, case age 4.5→3.5 days, and raising First Day Resolution 50%→60%.
- Managed the Vendor SME program, establishing governance standards, mentoring, and best practices across strategic outsourced delivery vendors.
- Applied AI tools (Gemini, ChatGPT, Claude, Rovo AI, NotebookLM, Glean) for retrospective synthesis, ticket summarization, intake processes, enablement content, and review-evidence consolidation, while completing ISO 42001 (AI Management Systems) certification, expected by end of 2026.
- Recipient of the Docusign Customer Success Annual Award 2025, endorsed by the SVP and Chief Customer Officer, for exceptional ownership and measurable cross-functional impact.
Sr. Manager, Localized Languages
Docusign · Jan 2022 – Apr 2024 · Dublin
- Owned end-to-end customer support delivery for a team of 40+ professionals across EMEA (French and German markets), leading team leads and individual contributors.
- Built the German-language support team from scratch and turned around an underperforming French team to match German-level performance standards — cutting Time to Hire from 152 to 64 days and raising CSES from a 3.5–4.0 to a 4.5–5.0 monthly average.
- Acted as cross-regional reference lead for localized-language strategy, standardizing hiring and job-profile requirements across Spanish, Portuguese (LATAM), and Japanese (APJ) support — later adopted by the APJ team for Japanese hiring.
- Cut support-operations costs by $25K–$40K annually, measured by a 20–30% reduction in formal escalation volume, by redesigning the team's escalation model from tier-based routing to senior-to-junior peer mentorship; also improved new-agent time-to-productivity by 15–25%, later adopted by other support teams.
- Cut turnover-replacement cost by $9K–$15K annually, measured by a 10–15% reduction in voluntary attrition, by restructuring hiring and career pathing for support engineers — also strengthening internal mobility.
- Led seamless service transitions across vendor sites while consistently meeting or exceeding operational KPIs and representing Local Language Support across EMEA, LATAM, and APJ.
- Delivered process improvements that increased Customer Experience (CX) scores and reduced complaint volume.
Technical Support Manager
Global Payments · May 2021 – Dec 2021 · Dublin
- Led the Tier 2 Integrations & Developer Support team, resolving complex API, SDK, and back-end integration escalations for global customers and developers.
- Partnered with Engineering, Product, and Operations to improve complex-case resolution, contributing to 15–20% improvement through structured coaching and process refinement.
- Fostered a culture of continuous learning, technical excellence, and cross-functional collaboration.
Technical Support Manager I & II
Citrix · Apr 2017 – Apr 2021 · Dublin
- Led technical support operations for Citrix Networking products (ADC, SD-WAN, NetScaler), managing network-specialist engineers and partnering with engineering teams on escalations and operational improvements.
- Restructured hiring and established a clearer multi-level career framework for support engineers, improving role clarity and career development using existing HR programs.
- Served as Corporate Citizenship Community Ambassador, leading CSR and employee engagement initiatives across the Dublin site.
Technical Support Team Lead & Trainer
Dell SonicWALL · Jan 2015 – Mar 2017 · Cork
Specialist · QMS Manager · Trainer
Bally Technologies · Sep 2011 – Nov 2014 · Rome & Amsterdam
- Coordinated technical installations, field service, suppliers and customer support across Bally systems, IT infrastructure and networking.
- Delivered technical training and documentation while improving maintenance, deployment and operational processes.
- Managed ISO 9001:2008 Quality Management System, compliance, supplier requirements and third-party audits across Italian and Dutch operations.
Early Career (2001–2011): Network Infrastructure Engineer & Designer across enterprise and telecommunications environments (Punto COM Srl/Ericsson, ERS Computer Solutions, and Noax Multimedia), delivering network architecture, security, hosting-centre/data-centre migrations, virtualization, and VoIP solutions across multi-vendor environments using Cisco, Juniper, F5, Check Point, Extreme, NetScreen, SonicWALL, Avaya and related technologies.
Led infrastructure redesign and migration initiatives spanning network, systems, security, and integration workstreams, including the network and telephony deployment of the Italian Department of Health, Inter-force Police Network, and supporting the 2009 G8 Foreign Ministers' Summit.
Cisco Certified (historical): CCNA, CCNP, CCSP.