I was recruited to build a product support operation from scratch to enable the rapid growth the company is experiencing and to help transition the business model from majority internal application developers to partner and customer developers. Hired and trained a dedicated team. Developed and implemented a support process. Built connections with Customer Success, Application Development, Framework Development and other teams to provide a holistic approach to customer engagement. Drove improvements to the helpdesk ticketing system improving the UI and functionality for both customer end users and the support team. Oversee the infrastructure team, responsible for over 50% of our customer base and have implemented new processes to enable faster turnaround of requests and issues. Currently achieving 2 hour response times to tickets, 75% reduction in escalations and a measurable impact to the bottom line.

Freelance technology consulting in areas of expertise. Also offering pro-bono services for non-profits.

Dual role as head of customer-hosted cloud operations and corporate information technology services for Syniti reporting directly to the C-level. Worldwide responsibility for all cloud, hybrid cloud and traditional datacenter environments, enterprise architecture and applications and services, security and compliance. Built geographically diverse cloud hosting operations team from scratch to support a new SaaS product which now makes up ~50% of Syniti software revenue. Implemented ISMS and obtained ISO 27001 certification. Responsible for all applications - SaaS, on-prem and internally developed.

This role was expanded to include leadership of worldwide customer technical support for Syniti products along with licensing, provisioning and customer success. Also included IT responsibilities, specifically, cloud, on premise and application management for the entire Product and Engineering division. Partnered with Product Management team to improve existing products and to develop new SaaS products, including technical architecture design and the establishment of an production operations team. Led Austin, Texas office and supervised developers and testers as well as support and IT staff.

Manager of worldwide product support as part of the Customer Success organization. Selected and implemented Zendesk platform across three brands/product groups. Improved ticket SLAs to 99% and CSAT to ~100% over a period of 2 years. Built out tiered technical support team, providing training and mentoring to expand product coverage and enhanced customer experience. Presented with Leadership award at company Tech Ed conference in 2014.

Wokring with development team to improve the quality of SQL Server code in our application suite. T3+ technical support for SQL Server issues, best practice coding guidelines for SQL code, performance tuning, refactoring of performance sensitive areas of the product. Implementation and management of on prem databases and applications supporting the Engineering and Product teams, including SQL Server, DB2, Oracle, JIRA.

Advanced technology training and consulting to IT professionals and corporate customers. Delivery of Microsoft technical training curriculum as well as custom course development on highly technical topics including Cisco networking. Technology leadership and training of emerging technologies including pre-release (beta) software. Areas of specialty include Directory Services/IAM, IT policy, compliance and administration, Messaging, Database, Networking, Systems Management, as well as server and network hardware.