• New and Sustaining Markets, Partners and Programs• Support class II and III FDA Medical devices for Patients and Healthcare Professionals (Type 1 Diabetes Continuous Glucose Monitors), while ensuring FDA Code of Federal Regulations (21 CFR 803), HIPPA, GDPR and GMP are met for documentation and patient communication.Collaborate cross departmentally with product and project managers to ensure pre/post launch success • Agile Scrum methodology with Confluence, Jira and regular sprint planning for CRM integration, including FDA guide review and updates• Partner presentations and reviews including, Hypercare sync’s, dashboards, Service Level Agreements (SLA) and Key Performance Indicators (KPI’s/metrics)• Customer Experience Teams creation and management (Qualtrics, NPS) to identify improvement of product, process, and behaviors• Regular product reviews including Technical Design Reviews, Guides/IFU’s, Process Instruction and standard operating procedures (SOP’s, CorpPi’s and PI’s) Go/No Go’s for product launch, Health and Systems Hazard Assessments, Verification and Validation testing reviews (V&V) and Change Order approval (CO) to ensure Project/Product safety.• Automation's to streamline efficiency and avoid process waste include Robotic Process Automation (RPA) via program integrations, Web Self Service options for faster service, and Genesys IVR word key phrases for call routing.• Strategic planning and a holistic customer experience road mapping by regular collaborations and target deliverables with training, legal, marketing, Telecom, Technical Support, R&D, Quality Assurance and field failure labs teams. Prior Responsibilities Include:o Executive Level Team Escalations management o Supervise Projects team comprised of Clinical, Health Care Professional and social media supporto Train, coach and mentor San Diego, Ohio, Philippines and Canadian Tech Support representatives to ensure training reflects world class customer service.

• Created Cyber Security Call Center Framework from training to production• Managed and trained all sales and Technical support representatives.• Setup after hours support with vendor VOX mobile account. • Provided all technical writing Process Instructions• Managed company social media.• Provided support for 256 AES bit encryption Outlook plugin, mobile app and web portal.• Booked speaking events for CEO.• Voice overs for company advertisements.• Managed company IVR (phone system).

• Supervised team of 20 to provide support for internal, portable and enterprise class drives.• Call Coaching, score cards, reviews, escalations • Walked customer through rma (warranty) process if drive needed repair.

• Lead Technician for correctional facilities nationwide via WAN's and LAN's for all proprietary platforms and telephony equipment.• Knowledge of SQL queries and databases, MS Exchange 2003, 2007, Enterprise manager, Active directory, Adtrans, Unix, QNX, IIS including all current Microsoft OS's, as well as RAS, FTP, DHCP, TCP/IP and VPN.• Prior knowledge of circuits, routers, hubs, hard drive replacements and T1's integral to the upkeep and maintenance of inmate management systems.• Strong analytical skills and team player attitude.

• Managed all aspects of call center including team meetings, hiring, reviews, call coaching and overall performance for over 50 employees.• Identify metrics and KPI's that resolved operational inefficiencies.• Improve overall performance including trend analysis, productivity reporting and monitoring dial performance.• Provide support for organizations predictive dialer, server, telephony equipment and desktop systems including IVR's for voice broadcasting.• Daily SQL queries ran to improve overall performance.• Provided credit counseling for over a year making numerous outbound (cold calling) calls.

• Responsible for integrity of corporation's computers, hardware, and telephony equipment in accordance with field specification, for correctional institutions nationwide.• Remote administration of sites (WAN) also required through QNX, a proprietary variation of UNIX.• Knowledge of LAN management a must as well.• Regular Excel reports a must for inventory purposes.

Responsible for hiring and training field employees.Monitoring and improving the accuracy and professionalism of employee performance.Administered field aptitude tests.

Software Spectrum (Microsoft contract; Technical Support LV 1Provided Microsoft support for clients including troubleshooting all aspects of operating systems such as DOS, Win 3.1, Win 95, Win 98, Win 98 SE, Win 2000 Professional, and Win XP.Microsoft products supported included Excel, Outlook, Outlook Express, and Internet Explorer. Call center environment, also beta tested web based support from home.