Experience
Built across three continents
From enterprise hardware pre-sales to global support leadership at : a career spent making complex operations work.
Career journey
Snowflake
Oct 2022 - Present · Amsterdam, NL
Senior Director, Global Technical Support. EMEA & APAC
Lead a geographically dispersed organization; own SLA governance, case quality, backlog health and executive escalations across two regions. Integrate local delivery with global standards while keeping follow-the-sun continuity, and build the leadership bench across EMEA and APAC.
LightspeedHQ
Oct 2021 - May 2022 · Amsterdam, NL
Senior Director, Customer Support. EMEA
Directed EMEA customer support; introduced a quality- and results-based performance program and lifted productivity by closing tooling, process and engagement gaps. Delivered business reviews to EVP Customer Support and SVP Sales EMEA.
LightspeedHQ
Dec 2018 - Oct 2021 · Amsterdam, NL
Director, Customer Support & Field Support. EMEA
Led technical support, customer success and field support across EMEA. Refined support metrics and KPIs and enforced escalation processes for accuracy and consistency across the region.
NetApp
Mar 2014 - Dec 2018 · EMEA, APAC
Sr. Regional Field Support Manager & Acting Director
Roles spanning Southern Europe field support, EMEA field escalation management, and leadership of the APAC Technical Support Center in Dalian, , standardizing best practices across geographies.
NetApp
Jun 2006 - Mar 2014 · Benelux & EMEA
Global Support Manager & EMEA Technical Support Manager
Owned all support services across the Benelux; managed field support teams and partner education. Led the SAP CRM program for EMEA including training, UAT and cutover across support locations.
GE · HP
1998 - 2006 · GE · HP
Pre-Sales Technical Consultant & Product Line Specialist
Designed high-performance computing solutions at GE (SGI & Sun supercomputers) and created technical training and documentation at : the foundation in enterprise hardware and customer enablement.
Advisory
Giving back through advisory
Selected advisory and consulting engagements across strategy, operations and growth.
Softnet Burkina
Strategic management
ONATEL Burkina
Operations management
TWAREG Fashion
Management lead
AFRICAKWABA
Management advisory