Hand selected to expand Professional Services department in order to grow revenue. Department included project managers, a technical writer and trainers. Responsible for custom services project scoping and execution including the onboarding and training of large strategic accounts.● Designed an end-to-end adoption service focused on customers accelerating ROI across all products resulting in an overall 50% reduction in time to onboard all products.● Developed and implemented services which led to a 98% customer satisfaction rating, significant increase in client engagement and achieved $4,000,000 in annual service revenue. ● Increased subcontractor service margins by 10% while increasing overall customer spend by 20%.● Led transformation of Professional Services in order to integrate communication and functions across shared services departments of client operations, client training, customer service, and success management, in order to provide a clearer process for customers. ● Implemented shift from in person training to entirely remote model while maintaining a 99% customer satisfaction.

I built a department from a small team implementing a few hundred products each year to a department of 25 people including 2 managers with sole responsibility to implement all division products.● Identified, proposed, and executed contract and implementation process changes that resulted in 60% faster revenue recognition and preventing millions of dollars in revenue from going unrecognized. ● Achieved $17 million in monthly recurring revenue across 16,000 products implemented yearly. ● Designed and sustained over 50 unique implementation frameworks based on product lines and customer need. ● Overhauled employee satisfaction survey product sales and implementation process reducing time to first survey by 50%. ● Created a series of key performance measure (KPIs) and status reports using Excel and Tableau to better inform executive leadership on the revenue pipeline.

Various management/leadership roles resulting in promotions three times with successive increases in product implementation and client success responsibility.

Directed a task force staff of IT soldiers responsible for the communications, IT systems and Electronic Medical Records of the 1500 Army and Air Force medical personnel and medical facilities providing medical care through out the entire Iraq theater while serving in a position normally reserved for an officer two ranks above my own.● Planned and managed the draw down/deconstruction of the entire medical network infrastructure in Iraq while maintaining vital communications until the last medical unit left the last base. ● Authored and oversaw the Iraq theater preservation of electronic medical records operation in order to preserve EMR for all treated soldiers in theater. Resulted in 100% reported accountability of all EMR as units pulled out of Iraq. ● Collected reviewed organized and shipped all data, operational orders and records pertaining to medical operations for the entire Iraq campaign (8 years). This data was then collected and shipped to the Federal Records Management Office to meet records collection laws at the end of the conflict.