In my most recent role, I ensured the consistent availability of top-tier IT services across 20 California offices, emphasizing the improvement of SLA compliance rates. I provided strategic leadership, inspiring a team of 12 employees to exceed set goals. Additionally, I collaborated closely with internal departments, such as network engineering, telecom, and project management, to achieve key organizational objectives. Serving as the single point of contact for all IT-related concerns, I elevated customer communication and satisfaction by proactively managing CRM systems and swiftly resolving issues. Furthermore, I organized and led weekly change management review meetings, aligning all IT changes with the company’s goals and minimizing potential disruptions to business operations.Here are some of my key achievements: • Oversaw build-out of two new offices from demolition to go-live, with seamless installation and optimum usage of all technology.• Spearheaded the execution of multiple concurrent projects, including facility builds, new technology rollouts, Crestron AV installations, and decommissioning of legacy systems, which enhanced infrastructure reliability and reduced operational costs.• Directed the development and implementation of site documentation strategy that consolidated policies and procedures for over 20 California offices, later adopted across the US and Canada.

In this role, I maintained strong client relationships within a Managed Service Provider (MSP) environment by diligently gathering critical information from clients, which significantly enhanced operational efficiency and ensured client expectations were consistently met. I managed customer relations, oversaw issue resolution, handled account reconciliation, and ensured adherence to KPIs and SLAs, all contributing to smooth service delivery and high client satisfaction. Moreover, I took the lead in creating, revising, and consolidating company procedures (SOPs) to stabilize a new business unit, providing a clear roadmap for future leaders.Key achievements of this role: • Contributed to the establishment of Mphasis' DXC Technologies/Hewlett Packard Enterprise Services business unit by creating SOPs, job code mapping, and instructional documentation.• Served as member of team that launched Mphasis' LATAM business, consolidating and transitioning work from over 100 legacy suppliers and hundreds of SOW documents into the new division.• Led successful migration of all Modis HP Account staff to Mphasis, with seamless transition and continued service quality.• Interviewed, staffed, and led a team of up to 125 contributors, including BPO resources, Apps, Project Managers, and Field Service technicians, to ensure effective project execution and alignment with organizational objectives.

In my previous role, I steered service delivery for 10 Hewlett Packard Enterprise Services clients while fostering and strengthening long-term professional relationships with customers. I offered strategic guidance in resolving service issues and successfully executed multiple initiatives aimed at enhancing process efficiency and client satisfaction. I also initiated performance-based management across functional teams by recognizing achievements, delivering targeted coaching, and implementing corrective actions where necessary.Key contributions: • Developed job descriptions, conducted technical and behavioral interviews, and managed the hiring and onboarding processes for full-time employees (FTEs) and contingent workers to build skilled and adaptable workforce aligned with business needs.• Achieved growth and expansion of organization's client base by identifying new business opportunities.

During my tenure in this role, I directed all operations of the team, including setting organizational direction, prioritizing work, developing talent, and managing costs to ensure alignment with overall business objectives and deliver consistent results. I cultivated robust client relationships by maximizing customer satisfaction, maintaining high service standards, and ensuring strict adherence to defined SLAs and KPIs, while also resolving potential issues. Additionally, I provided strong support to account leaders in managing financial, business, and client-related matters, all with a focus on accomplishing the organization’s long-term goals.Key accomplishments: • Managed $4M in monthly purchase orders across 250+ suppliers, aligning invoicing and billing processes with forecasts to maintain financial accuracy and transparency.• Prepared and controlled $50M annual budget, maximizing profitability, end-user operations, and financial efficiency.Additional Experience:• Workplace West Coast Delivery Lead at Electronic Data Systems (EDS)• Technical Instructor at Fanshawe College• Realtor at Coldwell Banker