Transforming Customer Support Experiences at the Intersection of Leadership & Innovation
With a seasoned journey through IBM, Lenovo, DELL, and EMC, I have cemented my role as a pivotal Support and Customer Experience operations leader. Specializing in navigating the eye of the storm, my forte lies in turning escalations, operational breakdowns, and customer service challenges into narratives of clarity, execution, and confidence. My leadership is defined by tranquility amidst turmoil, decisiveness sans drama, and an unwavering focus on outcomes that matter to both customers and the C-suite. Exploring opportunities in interim, fractional, or full-time capacities, I am dedicated to elevating support experiences through strategic innovation and steadfast leadership.
Stepped into a senior advisory and interim leadership role during organizational transition to stabilize operations, support leadership decision-making, and reduce executive distraction from day-to-day support issues.
Cabrera Strategy & Solutions LLC is a consulting firm helping organizations stabilize and modernize IT and customer support operations.
Nov 2024 — Present
Lenovo
Sr. NA ISG Premier Support Manager
Lenovo is a global technology powerhouse, delivering smarter technology for all and expanding into growth areas like client, edge, cloud, and intelligence.
Jul 2022 — Apr 2024
IBM
Escalation Manager and Global Support Education Leader
IBM offers a broad range of hardware, software, and consulting services, focusing on cloud computing, AI, and IT infrastructure solutions.
Revamped the education website, raising user engagement by 30%.
Streamlined service desk processes with AI, reducing response time by 25%.
Managed over 12,000 case escalations in 14 months, enhancing client retention by 20%.
Fostered business partnerships to improve service outreach.
May 2021 — Jul 2022
Cohesity
Senior Manager Customer Support
Cohesity specializes in data management solutions, offering services to streamline data protection across cloud and on-premise environments.
Overhauled the customer support structure, reducing attrition from 21% to 9%.
Elevated customer NPS from 75 to 89 through enhanced service strategies.
Increased case resolution efficiency by 10% after implementing a new management model.
Feb 2014 — Jul 2021
EMC
Manager, Customer Service Technical Support
EMC, now part of Dell Technologies, specializes in data storage, cloud computing, and data security solutions.
Implemented a new hire onboarding program, raising new hire performance by 15%.
Globalized training model, improving customer satisfaction by 20%.
Lowered attrition rate from 12% to 8% through enhanced customer support strategies.
Aug 2010 — Jan 2014
EMC
Manager of USD Engineering COE Cloud Lab Operations
Led the successful relocation of a 120,000 square feet data center with minimal downtime.
Enhanced product testing efficiency through automated processes and improved deployment speed using VMware clusters.
Built VMware clusters for rapid deployment and automated nightly testing.
Nov 2002 — Jul 2010
Dell EMC
Senior Information Technology Lab Manager
Pioneered automation of EMC OS testing, significantly advancing lab testing processes.
Reduced turnover from 12% to 9% while ensuring uninterrupted research across 5 labs.
Deployed and managed NAS and SAN, transitioning labs to 10Gig Network infrastructure.
Jun 2000 — Aug 2002
T
TAMSCO
Senior Information Technology Consultant
TAMSCO is a technology consulting firm providing IT solutions and services across various industries.
Recruited and led IT teams, improving multi-tier product support capabilities.
Ensured effective Tier I, II, and III level support globally, enhancing resolution efficiency.
Facilitated informed hardware and software choices through detailed analyses, optimizing technology investments.
Aug 1996 — May 2000
US Army
Communications Supervisor / Network Administrator
The US Army is the land service branch of the United States Armed Forces, focused on defending and securing the nation.
Designed and implemented a robust communications network for US Army operations in Haiti.
Provided comprehensive support for communications, network, and computer hardware/software needs.
Received numerous awards for outstanding service and contributions to Army communications.
