Donald Patterson
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VP, Global Customer Support & Escalations
Chapel Hill, North Carolina, United States
Résumé
Jobs
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VP, Global Customer Support & EscalationsWizFeb 2025 - Current (1 year 8 months)I lead a team committed to delivering an exceptional customer experience while helping organizations secure the cloud with confidence. My focus is on scaling Wiz's world-class technical support delivery; driving efficiency, and ensuring our customers can seamlessly leverage Wiz to accelerate their business securely.
Wiz is on a mission to reinvent cloud security from the inside out - democratizing security and enabling businesses to move fast without compromise. By creating a normalizing layer across cloud environments, Wiz empowers teams to rapidly identify and eliminate critical risks.
We're always looking for top-notch wizards! If you're interested in joining our team, let's chat!- VP, Global Customer Reliability EngineeringSysdigJun 2018 - Feb 2025 (6 years 9 months)Responsible for building a world-class customer experience (CX) across post-sales technical service delivery including:
● Global Technical Support
● Escalation Engineering
● Critical Accounts Program (CAP)
● Customer On-boarding & Professional Service Delivery
In the cloud, every second counts. We’re the industry’s only cloud security platform that delivers the breadth of coverage and depth of insights required to protect your cloud environments. Secure Every Second with Sysdig. - Staff Technical Support Engineer, VirtualizationNimble StorageAug 2015 - Jun 2018 (2 years 11 months)Solving digital storage's most complex problems as a subject matter expert for Nimble Storage arrays and their integration with the VMware vSphere ecosystem. Enthusiastic mentor and student of all kinds of cool technologies. Focused on strategies for customer self-service and case deflection using machine learning technologies as well as knowledge capture, structure, and delivery systems such as Knowledge-Centered Support (KCS). Advocate with cross-functional teams for issues critical to customer success and technical support center efficiency.
- Escalation Engineer, VirtualizationNetAppJul 2010 - Jul 2015 (5 years 1 month)Technical team lead and escalation point for the Americas Technical Support Center; focused on NetApp FAS array integration with the VMware vSphere ecosystem. Mentor to few, student of many - always finding awesome ways to improve engineer efficiency.
Education
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- Associate of Science (A.S, Network AdministrationDaytona State CollegeJan 2008 - Jan 2012 (4 years 1 month)