• Responsible for all facets of each project including defining client requirements, documenting specifications, developing project plans, controlling finances, providing return on investment analysis, and managing clients expectations resulting in successful implementations• Expert Negotiating skills; assisted the sales team in closing several multi-million dollar deals (Servicemaster, Verizon, General Electric)• Provide software demonstrations to C-Level Executives interested in purchasing mobi software• Assist clients in documenting their business processes and procedures• Manage a team comprised of both customers and internal employees that deploy and configure mobi software remotely or at client site(s)• Act as escalation point for troubleshooting advanced application issues• Train clients on the usage of mobi software.• Work with the Product Management Group and Director of Development for implementation of client requested software functionality

2 Timothy 4:2 states “Preach the word; be instant in season, out of season; reprove, rebuke, exhort with all long suffering and doctrine.Responsible for preaching God’s word to the congregation, conducting Free Will Baptist Ordinances (Communion, Baptism, Foot Washing), provide counseling for individuals in need, visiting church members, witnessing to others, ensuring accurate bible teaching is taking place in the church, the appropriate offices are setup, the finances are handled correctly, and the church grounds are maintainedhttps://www.facebook.com/SunriseFWBChurch/

• Prepare and Teach Bible Study to Teenagers 13-18yrs• Organize and run all youth group activities including: - Habitat for Humanity Outreach Programs - Alzheimer's Memory Walk - Walk for Breast Cancer - Feeding the Homeless (Donation Program) - Social Events (Six Flags, SeaWorld, Bowling, GameParties, Concerts)• Teach Wednesday night Bible Study and Preach Sunday Main Service when the Pastor is Out of Town.• Lead Music for Main Church Worship Service• Webmaster for www.lakehillsfreewillbaptist.org• Guest Pastored at the following churches: • Bright Light FWB Church, Bryan, Texas • United FWB Church, Bryan, Texas • Fellowship FWB Church, Bryan, Texas

• Provide direction, coordination, and management to the Support Function areas for customers with both hosted and on-site solutions.• Streamline processes to increase communication, performance, scalability, and customer satisfaction.• Establish working relationships with new customers transitioning from service projects to on-going support.• Responsible for team performance reviews, budget forecasting, creating SLA/MSA’s, team mentorship, and customer renewals.• Build relationships between Support, Development, Quality Engineering and Sales.• Transitioned the support organization from tracking customer issues through MSFT Outlook to a new Implementation of Siebel CRM integrated with the Sales organization to provide better overall customer service.

• Manage 3 separate teams comprised of Technical Account Managers, Development Support, and Backline Integration/Database Support.• Responsible for managing all aspects of each team including budgets, technical issues, service level agreements, maintenance license agreements, career development planning, training, and annual reviews.• Implemented a true 24x7 infrastructure to ensure maximum customer satisfaction and remove previous single point of failure system.• Implemented a new CRM (Salesforce.com) for all levels of support, sales and engineering.

• Created a multi-tier support Department from inception. Responsible for supporting 24/7/365 operations for an enterprise software company with Fortune 50 customers.• Established all policies, procedures, hardware, and software requirements for the organization.• Created a company wide Service Level Agreement to be used for all customers both inside and outside the scope of support.• Created a customer support lab, which is comprised of 3 different environments per customer (test, development, production) .• Administer and maintain all support equipment including database servers, application servers, pricing servers, and integration point software servers.• Responsible for managing all aspects of the SSG budget, service level agreements, maintenance license agreements, software consultants, and hardware.• Leverage technical knowledge to mentor, assist, and coach the Consulting, Quality Assurance, and Support Teams.

• Establish and implement strategy and direction for the Frontline Operations Department.• Hire and supervise Support Consultants and Customer Service Analysts within a team environment.• Responsible for managing technical projects from inception to completion.• Assist in providing direction and guidance in the areas of product management and marketing of new and current products.• Successful in promoting the sale of value-added technical services including managed services, hosting, technical training, consulting, and support.• Write or review all distribution or communication with Customers about the Frontline department processes, procedures, and statistics.• Coach, mentor, assist and guide the Customer Service Analysts/Consultants with their daily tasks in support of customers.• Perform performance appraisals for the Customer Service Analysts/Consultants and review all performance appraisals to ensure a consistent, high quality Frontline department.

• Supervised a team of 21 Level 1 Technicians.• Provided training to introduce new products to the team as well as vitality training on most common issues.• Screen Calls of Level 1 Technicians to identify training needs and complete performance reviews.• Co-created a Training site (LattitudeWeb) for all laptop technicians in the HSB(Home and small business department), MACSD(Major accounts Division), and PAI that is still widely used today.• Responsible for resolving issues escalated by both lower level CSD representatives and Field Service Engineers.• Provide on-site service to resolve advanced "critical nature" issues.• Work with Product Support and/or Engineering on compatibility/design issues.• Make significant decisions having considerable impact on normal operations, profitability, or reputation of Dell.