Utilized data analysis to identify root causes affecting profitability, developed sales reporting to redirect incentives and improve margins, and enabled greater scalability through improved dashboard systems.● Created custom Salesforce reports and dashboards, resulting in a more accurate real-time view of recurring and non-recurring revenues, ensuring scalability● Leveraged cross-functional relationships with sales leadership, marketing, and finance to create quotas, calculate sales performance, identify upsell opportunities, and recommend sales promotions● Analyzed sales data to identify root causes of business issues and strategized process improvements through enhanced tracking and transparent reporting● Assisted in system migrations from Smartsheet to Monday.com and from NetSuite to Coupa, increasing process efficiency for project management and procurement● Led the bookings team in data validation, invalid order tracking, order amendments, and sales calculations● Managed Salesforce compliance and ensured data integrity through cross-analysis of multiple data sources

Promoted to oversee customer support and managed services contract database worth $33M+/year at a leading provider of advanced communications software, products, and productivity solutions focused on high-definition voice technology.● Integrated Oracle database and Salesforce data by consolidating multiple customer contracts into one comprehensive customer file, resulting in a more accurate and streamlined renewal quote process and improved pipeline reporting; expanded weekly pipeline reporting to include North, Central, and Latin American support, professional services, and managed services as well as 4 quarter rolling contract expiration reports for all regions worldwide● Migrated traditional customer support contracts to managed services, generating a 42% growth in managed services contract renewals and ensuring YOY growth● Collaborated with cross-functional teams including sales, finance, and marketing to provide customer presentations, negotiate contract terms, and identify up-sell opportunities resulting in a 82% renewal rate● Created a tool to automate and standardize customer quote process to ensure new quotes were delivered more than 90 days prior to contract expiration, resulting in time saved and ensuring scalability● Delivered continuous training on support and service offerings both internally and to company partners, used training feedback to continuously improve processes

● Automated and modernized customer fulfillment pipeline from email-based to Microsoft Power Platform, Planner, and Forms; implemented Kanban boards to intake and assign work; consolidated and streamlined document storage in a shared drive; resolved 191 service proposal requests for 143 unique customers● Analyzed customer requirements and crafted customized analog voice and VOIP service solutions and detailed scope of work documents● Analyzed longitudinal sales data to provide actionable reporting and executive presentations for resource allocation decisions between product lines and sales regions● Delivered weekly pipeline reporting for North American support, professional services, and managed services● Built and expanded data center infrastructure for hosted SaaS solutions doubling capacity YOY

Managed a team of ~10 at a company that develops and supports software and paper forms for most of America’s automotive retailers.● Deployed ~115 new technology systems to remote employees; wrote quick start user guides; installed and set up software and encrypted devices● Managed support for all remote employees; oversaw execution and resolution of dozens of technical support tickets a day; responded to complex requests● Trained 10 technical support team members and reduced training time by 17%; built a culture of continuous training and improvement

Led a team of four in the day-to-day activities of a communications team of the US Army.● Reduced field outages to zero by performing daily technology maintenance and producing real-life training scenarios for network and satellite communications teams● Maintained records for 30 staff to ensure up-to-date certifications● Enhanced service capabilities by integrating new equipment into operations

● Analyzed and troubleshot equipment and military VOIP data networks remotely and in-person; maintained communications equipment● Upgraded network hardware with no data loss

● Maintained and configured basic satellite and Cisco network modules● Made and ran cable, including CAT5 and coaxial

● Installed desktop hardware● Unpacked, configured, and imaged desktop and laptop computers