Jay Gilbert

Background

About Jay Gilbert

I am a Technical Support & Operations Leader with 17+ years of experience driving customer success and operational excellence across global markets. My expertise spans escalation management, team leadership, and enterprise customer relationship management across VMware ecosystems and telecommunications industries. Middle East & GCC Experience- Currently managing premier client portfolios and support operations from Dubai - Led international team operations from Cork, Ireland with focus on EMEA markets - Developed scalable support frameworks for enterprise clients across APJ and EMEA regions - Specialized in telecommunications sector support and managed services delivery Key Achievements- Managed $30M+ client portfolios while overseeing 30-engineer technical support teams - Achieved 20% reduction in customer escalation turnaround time through process optimization - Successfully onboarded 50+ enterprise clients ensuring seamless technical transitions - Enhanced team productivity by 15% through innovative support procedures and training programs - Maintained industry-leading 97% customer satisfaction rates across global support centers Technical Expertise: Skilled in VMware ecosystem management (vSphere, vSAN, NSX, Tanzu), escalation workflows, and cross-functional team leadership. I excel in stakeholder communication, budget management, and driving operational improvements that deliver measurable business impact. With extensive experience in managing multi-million dollar budgets and building high-performance support teams, I'm passionate about transforming customer experience through strategic leadership and operational excellence. Let's connect to discuss how I can drive customer success and operational growth for your organization in the GCC region.