I led customer success initiatives for Federal clients (VA, DHS, DOD, and SLED) on VMware Cloud on AWS GovCloud, ensuring alignment with business goals and maximizing platform adoption. I built strong relationships across all levels of the customer organization, from engineers to C-level executives, guiding them through onboarding, lifecycle engagement, and strategic reviews.A key contribution was streamlining post-sale processes, reducing ownership complexity from eight core departments to three key points of contact (CSM, Pre-Sales Solutions, and SRE team). This transformation accelerated time to value and simplified customer interactions.I orchestrated cross-functional teams to resolve complex issues, improving customer experience and driving a 25% increase in solution adoption across key accounts. I also developed policies and processes for the Customer Success function, collaborating with Sales, Operations, and Engineering to optimize service delivery for Federal clients.Using Gainsight, I created tailored Success Plans—tactical project plans for different phases of the customer journey—which helped achieve a 90% retention rate for key accounts. My proactive engagement ensured customers saw continued value and remained loyal advocates.My work helped Federal customers navigate the challenges of adopting cloud technologies in regulated environments, aligning VMware's capabilities with their unique requirements. I took pride in empowering Federal agencies to achieve digital transformation and deliver better services to the public.

In my role as Senior Cloud and Virtualization Engineer at Blackstone Technologies, I provided virtualization engineering expertise with a background in cloud migrations to enhance and modernize FEMA's virtual infrastructure, ensuring resilience, scalability, and efficiency.One of my most impactful projects was migrating the VMware Virtual Data Center (VDC) development environment, consisting of over 400 workloads, to HPE Composable Infrastructure. This migration required meticulous planning, coordination, and a deep understanding of VMware and HPE technologies. Leveraging my cloud migration experience, I contributed to the successful completion of this migration, enhancing system resilience and providing a more flexible infrastructure to support ongoing development efforts.Beyond migration efforts, I maintained and supported FEMA's Virtual Infrastructure, encompassing over 2,000 workloads, 30 programs, and 45 applications essential to FEMA's operations. My responsibilities included monitoring infrastructure health, resolving issues, and ensuring high availability to minimize disruptions. I worked closely with FEMA's IT teams to optimize performance and reliability across all virtual environments.I was also a key contributor to the design and implementation of a Cloud Readiness project aimed at extending FEMA's on-premises Virtual Infrastructure into a Hybrid Cloud solution. This project required collaboration across multiple teams, including Security, Network, and contractors. I offered insights to government Application Owners, facilitated discussions, and helped guide the strategic direction of the project.

During my time at G2K Labs, I played a key role in setting up logistics and help desk operations to support Lawful Intercept Solutions. I leveraged my experience in ITIL and enterprise environments to provide a solid foundation for effective technical support.One of my key contributions was designing and implementing a cloud-based integrated ticketing and asset management system. I integrated these systems into Office 365, which significantly enhanced efficiency and enabled timely resolution of technical issues. This integration and automation improved collaboration and streamlined our support processes.I also worked directly with vendors to implement solutions based on VMware Virtual Infrastructure, Red Hat Enterprise Linux (RHEL), and MySQL, ensuring seamless integration and optimized system performance. Leveraging my experience in ITIL best practices, I effectively bridged communication between different stakeholders, ensuring efficient collaboration and reliable solutions for our clients.In addition to my technical responsibilities, I developed documentation and training materials to standardize processes and improve the help desk team's effectiveness. I facilitated coordination between technical teams, ensuring that complex deployments and troubleshooting efforts were managed smoothly. This focus on clear communication and standardized procedures led to improved reliability and faster response times across our operations.

I served as a Senior Technical Account Manager, working closely with our top 50 revenue-generating customers to ensure their cloud and virtualization projects were successfully implemented. I planned and led initiatives involving vCloud Air (VMware/vSphere) and Bare Metal resources, focusing on enterprise-level solutions that matched our customers' unique needs.In addition to my customer-facing responsibilities, I served as a post-sales Solution Engineer, assisting clients in designing and planning new solutions, such as cloud migrations, disaster recovery setups, and hybrid cloud integrations using OVH's product catalog. My goal was to help customers leverage the best possible solutions to drive their business outcomes.I also collaborated extensively with Systems Engineering teams to troubleshoot and resolve technical issues that arose from new implementations or changes to customer environments. Whether it was network configuration conflicts or performance bottlenecks during scaling, my role involved diagnosing issues and ensuring a smooth transition for our clients. This included Post-Incident Reviews with customers and internal teams.A key highlight of my tenure was contributing to the development of the Technical Account Manager (TAM) program. I focused on refining onboarding processes, creating standardized customer engagement protocols, and developing metrics to measure customer success, which significantly contributed to the program's overall structure and effectiveness.Additionally, I provided training to team members on a range of technologies, including VMware, Active Directory, Federated Access, ITIL Framework, and Distributed Enterprise. This effort led to improved team efficiency and better service quality, ensuring our customers received the highest level of support possible.

At Neovera, as a Service Delivery Manager, acting as a trusted advisor to our premier support customers. I provided valuable guidance, ensuring a seamless pre-sales and delivery experience, and driving successful outcomes for complex solutions in collaboration with the Account Management team.I established policies and procedures for incident management, change control, and service request handling, resulting in improved response times and higher customer satisfaction, while ensuring our service levels remained consistent and aligned with corporate technology standards. I provided leadership during major crises, including a P1 system outage that impacted multiple clients. In one instance, I coordinated a cross-functional team of engineers to diagnose and resolve a critical network failure, while effectively managing client expectations and maintaining transparent communication. This approach facilitated a quick resolution and restored services ahead of the estimated recovery time. These incidents were reviewed with customers and internal teams to reduce future risks.I managed infrastructure maintenance activities, such as server patching, storage upgrades, and network optimization, while coordinating closely with business stakeholders, vendors, and engineers. I worked with corporate platform owners to manage system refreshes, capacity planning, and monitoring, ensuring our infrastructure remained efficient and reliable.To maintain strong client relationships, I facilitated weekly customer calls to support their infrastructure needs and oversee technical upgrades. Additionally, I managed the sales execution and post-sales lifecycle. I built and nurtured relationships with stakeholders at all levels, including C-level executives, to better understand their business needs, technical environments, and the services we provided. This holistic approach ensured that our customers were successful and satisfied with the support they received.

As a Process Improvement and Quality Analyst at Carpathia/QTS, I focused on driving operational efficiency and enhancing service quality across the operations department. I played a key role in deploying new processes. This included introducing an in-house reporting matrix, integrating ServiceNow, and working closely with senior engineers to drive innovation and adoption of new practices.I conducted in-depth analysis of existing policies and procedures, ensuring alignment with goals of customer satisfaction and infrastructure uptime. This analysis resulted in improved efficiency and reduced downtime. This work led to a 15% improvement in efficiency and a 10-point increase in customer satisfaction scores.I led teams through several new initiatives aimed at improving service delivery, such as implementing a ticket prioritization system, which resulted in faster response times and better allocation of resources. This initiative improved ticket resolution times by 20% and fostered a culture of accountability and continuous improvement within the teams.In addition, I developed an implementation methodology that optimized documentation processes by reducing redundancy and improving clarity, resulting in faster onboarding for new team members and fewer errors in service delivery. I also provided training for junior front-line support engineers, ensuring that they were well-equipped to maintain high-quality service standards.

As a Technical Account Manager at Carpathia, I served as a key technical liaison between our customers and the operations team. My role involved providing scope and insight into complex enterprise environments. I worked closely with clients that included Government Contractors, Commercial SaaS and PaaS providers, and large corporate enterprises. I helped ensure maximum uptime and disaster recovery readiness by conducting infrastructure assessments and implementing best practices for redundancy and failover planning.I acted as the lead technical resource for our TAM group, specializing in Virtualization (VMware, Hyper-V, Xen), Storage Systems, and Networking. For instance, I led a project to optimize a client's storage system, which resulted in a 30% increase in data retrieval speeds. I led initiatives such as the migration of legacy on-prem infrastructure to VMware, which significantly improved system reliability for our customers. I worked hand-in-hand with clients to create tailored policies that addressed their specific needs.In addition, I maintained high standards for staging and production guidelines within customer environments, implementing rigorous testing protocols to ensure stability before deployment. I frequently assisted with Change Management, including software updates and infrastructure upgrades, acting on behalf of customers to collaborate with our engineering teams for effective implementation.I also provided guidance to the Design Review Team during pre-sales efforts, supporting the design of complex solutions for prospective customers. For high-profile accounts, I managed the escalation and tracking of issues, projects, and maintenance activities. During a critical network outage for a major client, I ensured a smooth resolution process through effective coordination and communication, minimizing downtime and maintaining customer trust.

Led the successful scaling and migration of operations to a new production facility, increasing production by 500%. • Developed and implemented supply chain management policies for efficient workflows.• Deployed a cloud-based ERP solution, integrating it with Google Apps for Business.• Managed the process of obtaining Organic Certification to completion.

• Established the Business Solutions department, transforming Web Kenner into a business-focused IT provider.• Developed IT infrastructure and business continuity strategies, providing end-to-end support and training on emerging technologies.• Developed business strategies leveraging web-based solutions to expand market presence in Fauquier and Prince William Counties.

• Managed the implementation of cloud-based suites for internal and client projects, overseeing 100,000 sq ft of data center space.• Collaborated with project managers and engineers to handle logistics, procurement, and technical execution.• Configured Cisco switches and HP servers with various operating systems for optimized performance.

• Conducted in-depth evaluations of equipment, processes, and systems to ensure compliance with U.S. Army regulations and industry standards.• Implemented corrective actions to resolve discrepancies related to parts and material non-conformance.• Analyzed QA/CM processes for prototyping, design, implementation, production, and final acceptance to ensure the highest quality of systems delivery.

I focused on providing robust data management and disaster recovery solutions to ensure clients' business continuity and data security. My role involved a mix of hands-on technical work and client engagement, aiming to optimize both performance and reliability of their IT infrastructure.I developed strong client relationships through regular communication and proactive problem-solving, such as conducting check-ins and addressing emerging issues. For example, I identified potential network bottlenecks for a major client and implemented solutions that significantly improved system performance. I collaborated with clients to assess their backup and storage needs, then provided tailored solutions to ensure their satisfaction.I led disaster recovery planning efforts, ensuring data redundancy and quick restoration capabilities. I successfully managed the recovery of critical client data following major hardware failures, using replication and recovery tools to minimize downtime and maintain data integrity. This work improved client resilience against data loss and enhanced their confidence in our services.On the technical side, I designed and implemented a consolidation plan for legacy servers, storage arrays, and NAS locations, migrating over 120TB of data to high-performance SAN, and replicated NAS.I also managed Dell servers and Cisco routers, supporting DS3's network infrastructure and providing secure access to client data. By implementing firewall configurations, VPN tunnels, and using protocols like OSPF and BGP, I ensured secure data routing and optimized network performance. One challenge involved configuring OSPF across multiple sites, which I resolved by fine-tuning routing metrics. Throughout my tenure, I maintained a focus on technical excellence and customer satisfaction, contributing to a reliable IT environment that supported our clients' business goals.

Contracted to expand and improve operations for scale, cost savings and acquisition. Served in the General Manager capacity of a transportation company with annual revenue exceeding $2M.. Following completion of initial engagement through acquisition in 2014 served as an advisor to senior management.Led a distributed team of over 25 individuals across various shifts, acting as the escalation point for after-hours issues and ensuring seamless operations.Developed new operational procedures, including the evaluation and vetting of applicants, background checks, and quality control for drivers.Created and maintained a corporate intranet, providing a centralized system for tracking customer issues, internal collaboration, and email communication.Implemented disaster recovery protocols, ensuring off-site operations and regular data backups to safeguard business continuity.Designed and managed the company website, integrating online reservation tools and live chat features, significantly improving customer engagement.Continuously evaluated operational processes and marketing strategies, working with key stakeholders on quarterly and annual reviews to drive improvements.Advisor to senior management through the acquisition by a national transportation company in 2014, providing strategic insights and operational guidance.

Led IT operations and network management across multiple organizations, providing expertise in designing and deploying infrastructure solutions including Windows NT, Exchange, SQL Server, and firewall/VPN implementations.Served as a key technical consultant, managing projects that included the migration of legacy systems to modern platforms, implementation of cloud and virtual infrastructure, and business continuity planning.Developed disaster recovery protocols and ensured data security through off-site backups, failover systems, and robust network configurations for high-availability environments.Managed cross-functional teams and provided end-to-end support for IT infrastructure, including system administration, server maintenance, and troubleshooting for both office and remote environments.Worked with organizations including the Department of the Navy, DLA/DCAA, WorldSpace, Pinnacle Management Systems, Internos Corporation, playing a pivotal role in optimizing IT processes, reducing costs, and improving operational efficiency.