• Skilled liaison and primary point of contact responsible for identifying customers’ business objectives and aligning company products, services, and support to help them achieve their goals. • Establish and utilize varied account governance models to ensure customer satisfaction: Business Reviews and meeting cadence, account reporting - both regular and ad-hoc, SLA adherence. • Daily operational awareness and requisite actions pertaining to ticketing and Change… Show more • Skilled liaison and primary point of contact responsible for identifying customers’ business objectives and aligning company products, services, and support to help them achieve their goals. • Establish and utilize varied account governance models to ensure customer satisfaction: Business Reviews and meeting cadence, account reporting - both regular and ad-hoc, SLA adherence. • Daily operational awareness and requisite actions pertaining to ticketing and Change Management. • Gather, formulate, and provide regular updates verbally and within various internal tools used to track customer compliance, satisfaction, and revenue. • Engage and drive customer involvement in Customer Loyalty program (NPS) including survey participation, follow-ups, and issues resolution. • Active participant on several strategic initiatives to migrate customers from legacy platforms and data centers to more current solutions aimed at maximizing revenue. • Excellent written and verbal communication skills with an ability to get results in person or remote utilizing email, phone, messaging. • Develop and maintain multi-year relationships including domestic and international Fortune 500 customers in support of Cloud, Managed Services, and colocation platforms and services. • Integral member of division-wide customer satisfaction team responsible for rollout, training, and administration of NPS program. • Ability to leverage years of experience and soft-skills to address and resolve customer issues expeditiously. Show less

Verizon 'Cloud and Hosting services' acquired by IBM.

Terremark 'Cloud and Hosting services' acquired by Verizon.

• Managed a team of up to 15 Client Account Managers in geographically diverse setting covering accounts in the financial, healthcare, retail, and software industries. Monthly recurring revenue total exceeded $7 million. • Responsibilities included life-cycle management for top tier clients, customer satisfaction, monthly revenue forecasting, KPI reporting, issues root cause analysis and problem determination, team productivity and cohesiveness, and contract… Show more • Managed a team of up to 15 Client Account Managers in geographically diverse setting covering accounts in the financial, healthcare, retail, and software industries. Monthly recurring revenue total exceeded $7 million. • Responsibilities included life-cycle management for top tier clients, customer satisfaction, monthly revenue forecasting, KPI reporting, issues root cause analysis and problem determination, team productivity and cohesiveness, and contract renewal efforts in conjunction with Sales. • Surpassed corporate churn goal, quarter over quarter, contributing to bottom line revenue growth. • Assisted in the design, roll-out, and administration of company-wide Customer Satisfaction/Loyalty program including surveys, feedback mechanism, and closed-loop process to ensure continuous improvement. • Exceeded participation and satisfaction ratings goals for Customer Satisfaction program. • Introduced and applied account and project management methodologies to the NY CAM team fostering close cooperation with Sales and support teams. Show less

• Installed and managed projects where multiple geographic locations were an integral part of the customer site functionality, availability, and performance. • Delivered life-cycle management services for assigned accounts with a monthly recurring revenue stream in excess of $400,000. Responsibilities included ongoing support, maintenance event coordination, root cause analysis, remediation, and reporting, SLA adherence and reporting, change management, and… Show more • Installed and managed projects where multiple geographic locations were an integral part of the customer site functionality, availability, and performance. • Delivered life-cycle management services for assigned accounts with a monthly recurring revenue stream in excess of $400,000. Responsibilities included ongoing support, maintenance event coordination, root cause analysis, remediation, and reporting, SLA adherence and reporting, change management, and customer satisfaction. • Provided installation oversight of hardware, software, and other contracted services for customers. • Performed Team Lead function for NY Metro Program Management team. Responsible for defining and enforcing usage of program tracking matrices and resource engagement guidelines, mentoring the team’s Program Managers, and conducting bi-weekly staff meetings. Additional responsibilities included management reporting, workload reviews, vacation scheduling, and program coverage during team member absences. Show less

Assisted in the formulation, documentation, and implementation of methodologies and guidelines for Storage Assessments, Business Continuity, and Disaster Recovery. Managed new customer installations including hardware, software, and monitoring services. Performed Professional Services consulting function as defined in partnership agreement: storage assessments, optimization and capacity planning, and report generation.

Plan, coordinate, integrate, and execute Disaster Recovery/Business Continuity exercise simulations and actual recovery events including Advanced Recovery Services. Develop and manage the contingency planning process for account base generating revenue in excess of $50 million. Performed presentations and facility tours for prospects and clients regarding Comdisco approach, capabilities, and delivery.

Code, modify, test, and maintain programs as part of Accounts Payable System and firmwide Information Delivery System. Trained users on all facets of Accounts Payable System functionality in classrooms and one on one.