Professional Resume

PROFILE

  • Customer Technical Support Leader with 19+ years of progressive experience in power system protection, control, and automation across utility, industrial, and commercial sectors.

  • Proven success in managing both L1 and L2 technical support teams across North America, driving customer satisfaction and operational excellence.

  • Skilled at standardizing support processes, developing training programs, and building collaborative, high-performing teams.

  • Strong technical foundation in protective relays, SCADA, substation automation, and industrial communication protocols.

  • Adept at resolving complex customer escalations, leading cross-functional investigations, and driving continuous improvement through data-driven metrics and insights.

  • Known for fostering a customer-first culture, empowering teams through mentorship, and leading change to improve service delivery.

  • Committed to delivering 24/7 support coverage with proactive case management and performance monitoring.

Work Experience

GE Vernova
2024 - Present

Customer Technical Support Leader
Grid Automation NAM Region
June 2025 - Present
Markham, ON Canada


Responsible for leading the NAM Region Customer Technical Support team, delivering 24/7 post-sales support across a broad portfolio of protection, control, and automation solutions.

  • Lead, mentor, and develop a cross-functional team of L1 and L2 engineers and customer service representatives, ensuring exceptional technical service delivery and employee engagement.

  • Manage and improve the L1/L2 support process to ensure seamless case handoffs, fast resolution times, and a positive customer experience.

  • Oversee intake, triage, and resolution of complex technical issues, providing direct support on high-visibility escalations and major account cases.

  • Standardize work practices and enforce consistent execution of technical support processes across the region, increasing efficiency and traceability.

  • Monitor and act on support metrics, including case aging, backlog, and customer satisfaction scores using Salesforce and internal dashboards.

  • Collaborate with Engineering, Product Management, Sales, and Commercial Operations to resolve systemic issues, capture voice-of-customer insights, and enhance product-service alignment.

  • Drive continuous improvement initiatives, including root cause analysis, Lean/Kaizen engagement, and support coverage planning to maintain 24x7x365 responsiveness.

  • Champion a culture of technical excellence, knowledge sharing, and cross-functional teamwork within a fast-paced, high-impact customer environment.

  • Remain current on industry practices and grid modernization trends to ensure the support team remains innovative and responsive to evolving customer needs.

Technical Support & Customer Service Manager
Canada (L2) July 2024 & North America (L1) February 2025
Jul 2024 — June 2025
Markham, ON Canada


Technical Support & Customer Service Management for a global leader in grid automation solutions, delivering protection, control, metering, substation automation, and digital services for utility, industrial, and commercial power systems across North America.

  • Lead and mentor a cross-regional team of Level 1 Customer Service Representatives and Level 2 Technical Application Engineers, fostering a high-performance culture built on collaboration and continuous improvement.

  • Oversaw the intake, triage, and resolution of technical support cases, ensuring consistent adherence to service level agreements (SLAs) and driving first-touch resolution rates.

  • Owned and optimized the L1/L2 support model to ensure seamless handoffs, effective issue escalation, and enhanced customer satisfaction.

  • Monitored customer sentiment and case feedback using internal metric, surveys and dashboards, proactively addressing concerns and opportunities for improvement.

  • Standardized technical support workflows across the region to ensure consistency, efficiency, and traceability.

  • Developed reporting tools and KPIs within Salesforce to track aging cases, resource performance, and case escalation trends.

  • Acted as the point of contact for complex or high-profile customer escalations, including managing communications, leading root cause analysis, and coordinating resolution plans.

  • Partnered with Engineering (R&D), Sales, Projects and Product Management teams to resolve cross-functional challenges and align on voice-of-customer feedback loops.

  • Facilitated and participated in regular case reviews, peer mentoring sessions, and team-wide knowledge-sharing initiatives to build collective technical expertise.

  • Remained informed on emerging trends in technical support operations, tools, and best practices to ensure competitive service delivery.

GE Renewable Energy
2005 - 2024

Technical Application Specialist, Power Systems
Protection & Controls, Motors, Meters & Software
Jun 2008 — 2024
Markham, ON Canada


Post-Sales Technical & Application Engineering Support for a global leader in the design, manufacture, sales and support of protection, control, metering, communications, and automation systems, for utility, industrial, commercial and transportation applications.

  • Investigate complex technical issues and provide innovative solutions to ensure customer satisfaction.

  • Provide expert technical support to clients, which involves troubleshooting issues, answering inquiries, and resolving problems effectively via phone or email, on-site and virtually.

  • Build and maintain strong relationships with customers and reps, understanding their needs and concerns.

  • Collaborate with product development teams to provide feedback from customers and contribute to the improvement of existing products or the development of new ones.

  • Support the implementation and integration of protection relays, meters and software products and solutions into client systems, ensuring compatibility and functionality.

  • Deliver training to clients on how to use GE relaying functions and software solutions.

  • Support project managers on projects related to product deployment, upgrades, or customizations, ensuring timelines and deliverables are met.

  • Support business transactional sales issues such as intent to order (activities that led to capturing the order) and order to remittance (activities to fulfill the order and invoice).

  • Identify potential opportunities for sales to customers by analyzing their technical specifications and deliver referrals to the Regional Sales Manager & Reps.

  • Selected to participate in the Pioneers committee (GE) to resolve a subset of issues within the company identified through an employee survey.

  • Deliver presentations and demo on GE software to potential and current clients such as GTAA, Long Beach Transit (California), Canadian Niagara Power, etc. in order to educate on the benefits.

Technical Specialist (Technologist) - Comms & Lentronics
2007 -Jun 2008
Markham, ON
Repair, Test and Root Cause Analysis

Technical Specialist (Technologist) - Motors & Meters
Aug 2005 - 2007
Markham, ON
Repair, Test and Root Cause Analysis

Bayly Communications
2000 - 2005

Electronics Engineering Tech.
2000 -Jun 2005
Ajax, ON Canada
Production & Post-Sales Test and Repair of add/drop multiplexers, digital access cross connect systems, routers, hub terminal servers/hubs, Ethernet bridges, network management systems, multiservice provisioning platforms, and multiplexers equipment.
- Test Rig/ Manufacturing Engineering Support
Adhered to ISO 9001 Regulations for Document control.

Education

Durham College
Diploma, Electronics Engineering Tech.
1998 - 2000