Currently working with a Fortune 500 financial services company providing project management services in the areas of critical situation management, production support and enterprise database migration as part of an overall effort to modernize critical technologies and achieve cost savings by leveraging 3rd party cloud services.

Senior Program Manager for Portfolio Operations Team in Charter's Connectivity Technology group which includes, Internet, Voice, Wireless organizations. Responsible for process design and implementation of process for new programs, projects and CICD efforts from request to team engagement.

Responsible for Operational Process Improvement, Intake, Portfolio Management , Content Management, Documentation Management and reporting for the Network Technology Group within Engineering and Technology. I partner with cross company customers ensuring that requirements are developed, appropriate teams are engaged and expectations are set with customers.

Provide clients with expertise in the areas of in the areas of Customer Experience Management, Customer Success Management, Technical Support, SaaS Operations, Escalation Management, and leveraging support data to improve operations.

• Provided customer-facing management sponsorship of high-visibility customer situations (key customer initiatives, strategic customer projects and escalations) through conclusion.• Partnered with Sales and Professional Services to ensure customer deliverables were successful in production. • Presented quarterly review sessions for key customers outlining project statuses and operational performance.• Reviewed, adjusted and approved new customer agreements, SLAs and renewals ensuring deliverables were within organizational capabilities and risk is minimized. • Increased success of go-live customer initiatives and deliverables by partnering with Engineering, IT, Sales, and Professional Services to standardize go-live process, pre-production verifications, documentation and sign-offs. • Laid off 10/2016 when HP split into HP Inc. and HPE.

Accountable for 24/7 break/fix and billable support delivery for Limelight Orchestrate Content Management and Video SaaS Customer Services. • Created and lead a Technical Account Management team focused on maintaining strategic relationships with customers and identifying account opportunities.• On-boarded new key customers outlining platform capabilities and operational processes. • Improved team productivity 30% through standardized issue reporting and customer-facing documentation. • Prepared team for transition of ownership to external company by establishing functional leadership roles, designating some staff for reassignment and thoroughly documenting support practice methodologies.

Responsibile for 24/7/365 Global Customer Services Delivery for customer-hosted and SaaS offerings at Innovative Interfaces.

Senior Manager of VMware Technical Support in Broomfield Colorado.

Quota carrying sales position responsible for customer support agreements and upselling of premium support services for IT Governance product line.

Directly managed post-sales support relationship with the top-tier customer base including escalations, project management and ongoing relationship management.

Software and Hardware Quality Assurance Engineer for consumer division of Acer America.