Managed Technical Support, Pre-Sales Support, QA, Software Maintenance (updates), Manufacturing & Distribution for this $18M software company. Restructured the Support department to ensure customer access to technical experts on the first call. Responsible for all bug-tracking and software updates. Designed and implemented a software evaluation management program, wherein the technical support staff worked closely with sales teams to establish and achieve specific objectives with each prospective customer, resulting in 20% higher conversion rate and higher perceived customer satisfaction. Introduced the company's first call tracking process. Established 24 by 7 emergency support capability. Reduced manufacturing costs by outsourcing package production (shrink-wrapped documentation & media).