Prudence McMaster

Experience

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  Affiliated Computer Services Solutions

  Feb 2007 - Dec 2010

  Lead IT Project Manager

  ManagementManaged a team of Project Managers, Business Analysts and Network Engineers. Role consisted of project prioritization, staff mentorship and process development. Formulated and implemented highly-effective, standardized and repeatable project procedures (initiation process, change management process, closeout process) for client account. Ensure team objectives are met while managing a large diversified project portfolio.Project ManagementFollow PMBOK principles and methodology to initiate, plan, manage, control and execute 70+ contracted projects. Utilize industry best practices, such as ITIL framework, to organize work. Contract ManagementManage multiple relationships with third-party vendors, including contract negotiations and implementation. Properly identify needs of client and turn them into quality contracts. Proposal DevelopmentWork with corporate business capture managers and third-party companies to provide competitive technology solutions to local government agencies. Develop strategic partnerships to provide competitive bid responses. Show less

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  Quest Software

  Nov 2010 - Mar 2013

  Technical Product Support Manager

  Led extensive cross-functional teams to swiftly resolve critical customer issues and ensure the highest level of customer success. I was responsible for standing up the Global Resolution Program, establishing clear, effective KPI’s and workflows for Global Support. Worked with global support, product and account management teams, to ensure strategic customer accounts received focused attention and services. My work involved collaborating closely with cross-functional teams to resolve urgent issues, reinforcing our commitment to exceptional customer satisfaction and success. Show less

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  Dell Technologies

  Mar 2013 - Nov 2016

  Senior Program Manager

  Led the integration of Quest Software and several company acquisitions (Boomi, SonicWall, Appassure) to establish a unified global Dell Software Support team exceeding delivery timeline by 13 months. Thereafter, I successfully managed and transformed extensive teams; Business Intelligence, Release Management, Learning and Development, Voice of Customer, and Knowledge Centered Services teams, while sponsoring more than 50 active projects. I was responsible for conducting in-depth inspections of all programs and projects to ensure alignment with strategic imperatives and business objectives. My focus was on developing high performing teams while achieving results according to plan, budget, scope, and quality while promoting business adoption. Through these efforts, I enhanced team effectiveness and performance, contributing to significant cost savings for the organization. Show less

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  Quest Software

  Nov 2016 - Mar 2021

  Director Operations Services

  Executive role reporting to the COO, I managed a $40M+ annual budget for Service Operations, leading a team of over 100 professionals, and achieved a 20% reduction in OPEX costs by building offshore teams, while increasing the global organization productivity by focusing on workflow and process optimization. I spearheaded key initiatives like process automation to enhance customer experience and team efficiency, while successfully managing significant organizational change. Experience leading diverse teams/ associated programs, including Customer Success, Premier Support, and Professional Services Operations.I successfully built a global Customer Success Organization, reducing churn by 15% and increasing ARR/MRR through strategic onboarding, adoption, and migration processes. I developed system roadmaps to support business programs like Salesforce and Seibel, ensuring objectives were met on plan, budget, scope, and quality.Aligned strategic program roadmaps with corporate objectives, effectively managing budgets and resources across Customer Success, Premier Support, and Licensing Departments. Additionally, I led the Professional Services and Pre-Sales Operations teams, including transformation programs therein, while fostering organizational excellence throughout my tenure. Show less

• 

  F5

  Mar 2021 - now

  Developed a high-performing team of business development, program managers, and technical content engineers, while enhancing operational efficiency by 72% through strategic mentorship and roadmap development.During this time also spearheaded the integration of telemetry into SaaS and on-premise products, significantly increasing SaaS ARR YoY. Crafted the digital transformation roadmap for Global Services, leading to a 5% productivity boost by leveraging Gen AI and automation tools. To support this transformative change I created an AI and Automation framework, sponsoring initiatives that boosted customer self-service success by 14%. In order to enable this I led the Global Services AI program, overseeing strategic planning to drive transformative change and deliver consistent results. During this time I also worked with my business development team to define new go-to-market strategies, generating an additional $20 million in professional services revenue. While Improving the customer experience by defining the strategy for the MyF5 customer ownership portal, focusing on UX design, GenAI tools, and workflow automation. Show less At Aspen Mesh, an F5 incubator, I served as a Director reporting to the CRO and held responsibility for establishing multiple teams and developing the long-term strategic roadmap across key areas, including Technical Support, Customer Success, Training, Professional Services, and Technical Account Management. By focusing on delivering customer-valued services, I spearheaded initiatives that resulted in a 25% increase in annual revenue. Additionally, I led a redesign of our training and lab delivery systems, boosting customer satisfaction by 40 points. My contributions were recognized with the prestigious LeadF5 award in FY22 Q2 and FY21 Q4. Show less

  • Vice President of Business Operations

    Oct 2024 - now

  • Senior Director Services Business Operations

    May 2022 - Oct 2024

  • Director Of Services

    Mar 2021 - May 2022