Our mission at Covert Solutions is to empower startups and small businesses by equipping them with the necessary tools, knowledge, and strategies to succeed in today's competitive marketplace. We understand the unique challenges faced by emerging enterprises, including limited resources, tight budgets, and intense competition. By offering comprehensive consulting services, we aim to become a trusted partner for our clients, guiding them toward sustainable growth and profitability.Key Services:Operations Improvement:Covert Solutions offers a comprehensive assessment of your operational processes and identifies areas for improvement. Our experienced consultants analyze your workflows, systems, and resources to optimize efficiency and reduce costs. We develop streamlined solutions, leverage industry best practices, and implement innovative methodologies to transform your operations into a well-structured and productive framework.Support System Enhancement:We understand that exceptional customer support is crucial for building customer loyalty and satisfaction. Covert Solutions evaluates your current support practices and helps you establish a customer-centric support system. By implementing robust strategies and leveraging technology, we enhance your customer support capabilities, resulting in increased customer satisfaction, improved brand reputation, and higher retention rates.Marketing Strategy Development:Our team of marketing experts collaborates with you to develop comprehensive marketing strategies that align with your business objectives and target audience. We conduct in-depth market research, analyze consumer insights, and leverage data-driven techniques to create compelling marketing campaigns. Our aim is to increase brand visibility, attract and retain customers, and drive business growth.

• Transitioned into building out a new hiring and contractor bench program that would allow the company to fill the gaps in some of the skill sets we provided our clients.• Developed procedures to track and identify the gaps in skill coverage from our small engineering team.• Worked with the sales teams to understand the pending and in-flight contracts and what skills we would need to have on board to fulfill the obligations to the clients.• Based on the projected ticket volume of a given technology per client, I was able to determine if we needed to either find a full-time employee for that skill set or we could negotiate with a contractor for a set number of hours per month as an overall cost savings measure to the company.• Developed a new product line that we would use internally that would allow us to grow using Contractors on Demand or Staff Augmentation to clients based on the needs of an individual support contract.• Negotiated contracts with various staffing services to handle large-scale hiring as needed.• Developed Training processes to more readily identify candidates that we went into direct negotiations with for either full-time hire or directly resourced contractors.• Helped Develop a system to be used for internal tracking of all candidates, resumes, profiles, contact information, eligibility, rate per hour, and status.• Maintained and created, in this system, the weekly invoicing for all external contractors.

• I was brought on to the team to create the first Support Services department for Xcelocloud. Xcelocloud is a Microsoft Support service that was, at the time, using 3rd party engineering firms to handle tickets for their clients. They wanted to internalize the process for more direct control over the client experience.• Worked with the company’s CEO to establish goals and what it would take to get there.• Together, we decided on a three-stage plan.• Create a client portal and ticket process and hire experienced Service managers to handle the established client load.• Complete a client and ticket migration to the new portal within 45 days of the start date.• Hire an internal engineering staff and train them while offboarding 3rd party engineering firms.• Picked out and learned how to utilize our new CSM tools (Fresh Service)• Created ticket workflow and escalation procedures.• Hired and trained the first iteration of Service Management and internal support teams.• Once the support side was implemented, we started migrating clients and tickets to our newly established client portal.• Client migration was completed within 30 days of the start of the migration process.• Worked to ensure our new platform and Incident Management procedures aligned with the latest workflow.

• Established Incident and Escalation Management process utilizing my experience working in the other departments of the previous year.• Worked to ensure our new platform and Incident Management procedures aligned with the latest workflow.• Established an escalation matrix to provide our clients, account managers, and partners.• Proactively identify bottlenecks and roadblocks that might lead to a client escalation and work with the different departments to implement a solution.• Own high-priority down or a critical issue that needs extra attention. Either through the established escalation matrix or direct engagement by the client or partner.• Identify stakeholders.• Establish a line of communication (Email, Bridge Call, or simply through the Case)• Work with internal and partner resources to establish a plan of action and implement a workaround if possible.• Coordinate resources and accountability for timelines.• Keep all stakeholders apprised of the status of the problem based on the required cadence.• Once a solution has been implemented, test it with all stakeholders and ensure the issue has been resolved.• Determine the root cause of the issue.• Process: Determine the broken process and rework the process to ensure proper workflow.• Equipment: Ensure equipment is either replaced or repaired.• Carrier / 3rd party: Hold accountable based on contract.• Agent Error: Coach the agent on the correct process and, if needed, implement a performance improvement plan.• Provide a postmortem / RCA (root cause analysis) to stakeholders.

• Created the first iteration of the escalations process for the NOC.• Created a standard for Coaching and Performance Improvement Plans for the NOC.• Worked with various carriers and vendors to establish communications channels to reduce engagement times.• Mentored many entry-level agents to achieve leadership positions and opportunities to progress in their chosen careers. • Exemplified leadership and maintained company standards and protocols. • Recognized for excellence in building and motivating management and hourly team members.• Set forward-thinking policies to meet business needs and boost team success.• Supported human resources initiatives by connecting with employees and proactively solving problems.• Managed daily operations of the NOC and monitored activities to verify established metrics.• Recommended and implemented procedural changes to enhance services rendered to clients