- Lead multiple technical groups supporting Roadside traffic preemption technology- Increased system up times from 90% to 97% within 5 months- Develop adaptive processes to support Department of Transportation requirements- Provide monthly client-facing reports for support metrics and environmental health- Created SLA response metrics aligned with client-agreements- Troubleshoot alerts or failures while partnering with clients as needed- Lead client contract management… Show more - Lead multiple technical groups supporting Roadside traffic preemption technology- Increased system up times from 90% to 97% within 5 months- Develop adaptive processes to support Department of Transportation requirements- Provide monthly client-facing reports for support metrics and environmental health- Created SLA response metrics aligned with client-agreements- Troubleshoot alerts or failures while partnering with clients as needed- Lead client contract management and negotiation- Assist PMO with client success escalations and resource needs for expansionprojects- Leverage data analytics tools to identify trends, new issues, or software-related bugs Show less

- Ensure 24x7x365 NOC operations, tools, processes, and people are at the ready - Establish operational targets across multiple technical disciplines and regions using KPIs and individual contribution metrics- Ensure the team is meeting contractual agreements and benchmarks to our client base and their technology which accounts for over 45,000 endpoints of varying technology types- Driving Root Cause Analysis for client-impacting issues- Responsible for the alignment of… Show more - Ensure 24x7x365 NOC operations, tools, processes, and people are at the ready - Establish operational targets across multiple technical disciplines and regions using KPIs and individual contribution metrics- Ensure the team is meeting contractual agreements and benchmarks to our client base and their technology which accounts for over 45,000 endpoints of varying technology types- Driving Root Cause Analysis for client-impacting issues- Responsible for the alignment of teams, processes, and policies to operate as a single delivery unit- Appropriately recruit and develop staff based on net new business needs - Guide Change & Problem management- Assist in client escalation needs/inquiries or feedback- Architect scalable methods of service delivery as needs and business evolve Show less

Ensuring the delivery of a world-class experience to our customers by way of People, Process, and Technology.

- Provide strategic technology & process planning for 20+ SMB customers within the greater Denver area.- Mitigate escalations amongst the customer and internal resources for troubleshooting cases via Problem/Change management.- Maintain customer technology roadmaps, generate opportunities and provide monthly reviews for consistently and action plans.- Cross-train members in operational excellence and customer expectations. - Maintain relationships with leadership, sales &… Show more - Provide strategic technology & process planning for 20+ SMB customers within the greater Denver area.- Mitigate escalations amongst the customer and internal resources for troubleshooting cases via Problem/Change management.- Maintain customer technology roadmaps, generate opportunities and provide monthly reviews for consistently and action plans.- Cross-train members in operational excellence and customer expectations. - Maintain relationships with leadership, sales & vendors to ensure open lines of communication and relating to customer growth. Show less

-Collaborate with internal and external business partners to identify areas of improvement and document requirements for successful implementations. -Identified required resources and engaged their managers for commitments and address availability conflicts. -Managed projects via PMO process which derived from the PMI best practices methodology. -Designed project tools to monitor performance and ease of data retrieval.-Maintained open meeting sessions for each of our global time… Show more -Collaborate with internal and external business partners to identify areas of improvement and document requirements for successful implementations. -Identified required resources and engaged their managers for commitments and address availability conflicts. -Managed projects via PMO process which derived from the PMI best practices methodology. -Designed project tools to monitor performance and ease of data retrieval.-Maintained open meeting sessions for each of our global time zones to ensure direct channels of feedback were available to key project members and leadership. Show less

-Provided level 3 end user software and hardware support while providing guidance to associate technicians. -Develop documented processes for daily activities while implementing new technologies across the global user base.-Provided guidance to entry/intermediate level technicians. -Maintained problem management cases for root cause analysis.

-Maintained Active Directory user accounts & groups across multiple pharmaceutical & energy companies. -Found that new hire requests contained incorrect data and implemented an on-boarding portal which resulted in improved accuracy.-Troubleshooting of Tier 2 security issues relating to special contracts.-Provided detailed incidents/requests and escalated to the appropriate teams.-Analyzed team metrics and provided feedback on areas of improvement.

-Generated user accounts based on hire requests. -On-call PC hardware and Microsoft support with 95% first call resolution. -Assisted medical staff for high-priority calls and dispatch of on-site technicians. -Provided weekly metrics to management for team metrics.