I stepped into this privately owned, B2C SaaS company to drive customer service and product initiatives to increase revenue. I am proud to see how my leadership contributions produced massive and sustainable revenue gains, taking the company to new levelsFocusing on customer success enablement and improvement, I define and execute product strategies – including new monetization streams – build product/service roadmaps, and establish new strategic partnerships. My personal belief is that ‘you can do no wrong by being there for the customer’. The impacts I have created in this role reflect the power of this customer-centric approach. I work closely with multiple stakeholders and the executive team, influencing the CEO to allocate budget and establish priorities.STRATEGY – LEADERSHIP – RESULTS:✔ Created an OpenAI ChatGPT powered prototype proving out the potential customer value of augmenting our assisted support as well as the cost savings to the business. Then led the customer experience and product integration design requirements to bring the service to market at scale. ✔ Modelled and introduced a new monthly recurring subscription revenue plan. Ran RFQ, selected platform and defined new product/service offer, which quadrupled previously stagnated revenue.✔ Shifted consumer-only growth model to include partnerships, producing several million dollars in additional new revenue annually. ✔ Analyzed competitor marketing models, including SEO, paid search, and display advertising before establishing a case to hire an internal marketing expert to accelerate marketing success. Secured ROI within 6 months of the new hire.✔ Led participation with Clean Software Alliance and gained direct communication with Google, Microsoft, and security vendors in the anti-malware and anti-virus industry.✔ Established B2C product/service vision.

Instrumental member of the founding board, helped raise initial capital, and made the trade organization operational.CleanApps.org helps app developers and online businesses thrive by providing them the power that comes from participating in a trade organization focused on their unique needs.

Provided technology, product management and marketing strategy consulting services to consumer technology companies including PC OEMs, Internet Service Providers, Help Desk and Call Centers.Directed a pilot for Dell consumer Services involving Support.com, RadialPoint, and a call center BPO.Defined, delivered, and managed an RFQ for Comcast's premium tech support initiative.

Reporting to the VP of Sales and VP of Engineering, I managed corporate strategy, product direction, and partnership relationships for all solutions targeting large enterprises, OEMs, and fixed/mobile broadband service providers. Working closely with the sales team, I articulated the company vision and roadmap and drove multi-year licenses and services contract renewals with Fortune 500 technology organizations. STRATEGY – LEADERSHIP – RESULTS:✔ Developed new company roadmap in close collaboration with engineering, sales, and marketing. Achieved 100% contract renewals from all companies approached and presented with new roadmap. ✔ Defined Support.com's go-to-market strategy for their value-added solution offerings and Dynamic Agent platform, generating repeatable and scalable revenue stream.

I was promoted into this newly created position within a newly formed worldwide services strategy team to develop business cases and establish service and support vision and roadmap. I established a formal service framework with both technology and business metrics to measure performance and goals. During my time, I supported the launch of the following B2C services:● Dell Support Center --- deployed to all consumer Dell consumer brand computers. ● Dell DataSafe Online --- the longest-running and most profitable online backup offer. ● Dell PC Tune Up --- a white-labeled self-help system optimization utility.STRATEGY – LEADERSHIP – RESULTS:✔ Granted the Dell Product Group Excellence Award for the DataSafe Online program.✔ Authored 6 patents issued at the United States Patent and Trademark Office.✔ Generated millions of dollars in both new revenue and cost savings by championing the development and implementation of multiple new program/service offerings.

• Technical lead focusing on the Dell|EMC reporting to the Services Engineering organization.• Evaluated and assessed the impact of releasing Enterprise storage-related products on the various services organizations including training, tech support, professional/managed services, and field technicians. • Recommended revised Dell’s marketing and deployment strategies relating to iSCSI technologies.• Directly influenced how EMC released their products to Dell by helping establish and maintain a direct communication path to EMC’s Services Engineering organization.• Key contributor to creation or complete revision of Dell’s Gold tech support decision trees related to AX and CX series storage arrays.• Key contributor to Dell’s Ease of Use initiative which had direct influence in EMC’s creation of its own parallel program.

Advised large financial companies including Banque Paribas, Bank of New York, Morgan Stanley Dean Witter, Price Waterhouse Coopers, JP Morgan Chase. Also helped large IT departments architect and plan deployment of new emerging technologies at the above as well as Sony, NYU, Cushman and Wakefield, Time Warner, and others institutions in the New York City area.Taught the Certified NetWare Engineer (CNE), Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Solution Developer (MCSD) as well as the Citrix Certified Enterprise Administrator (CCEA) curricula.Created an 'Integrated Custom Training' solution tailored to customers' requirements enabling new a uniquely profitable revenue stream.