Head internal physical security and customer success engineering operations for the Americas region with indirect oversight of all global activity and initiatives. Lead and developed a team of 15 customer support engineers, who quickly and accurately respond to inquiries received from over 2,000 global operations sites. Collaborates with site leadership, loss prevention, and operations on new and sustaining projects, capacity and capital planning, customer service growth and strategy, and engineering practices.• Instituted a regional demand dashboard to identify global team capacity metrics related to customer support: ticket volume, chat, phone calls, physical security device programming, and infrastructure outages. This solution is currently in use by executive leadership to make data-driven decisions for headcount requirements and team placement.• Partnered with the retail team to restructure reporting features for physical security systems at over 100 retail locations. Decreased daily device communication failures by 98%, uncovered opportunities for business-unit process improvements, and introduced a real-time reporting dashboard to monitor system activity.• Recruited and hired 38 direct reports, as well as educated them with the knowledge, skills, and abilities required for promotion to advanced technical and leadership roles.• Gathered business requirements and proposed the development of a custom software solution to account for associates during shelter-in-place events, which is currently undergoing testing. Results report a decrease in gathering times by 56%.

Collaborated with senior management and customer success leadership to implement highly effective customer support processes and practices for over 2,500 Amazon locations worldwide. Success of initiatives resulted in promotion to Senior Regional Operations Manager.• Formed a physical security technical engineering and customer support team, controlling programming, troubleshooting, access control, intrusion detection, and visitor management systems for over 500 global Amazon corporate locations.• Analyzed dual workloads to identify process improvements, address customer-facing defects, and streamline procedures to maximize efficiency.• Partnered with executives and the senior leadership team to develop training materials, knowledge resources, custom tools and solutions, processes, procedures, and workflow documents.• Pioneered and conducted the Loss Prevention Associates and Leadership Training Program, in partnership with the training and development team. Educated associates on the capabilities of the access control system as well as their individual permissions, reducing the number of outside tickets.• Promoted to Senior Regional Operations Manager, Americas Region in response to my accomplishments in this role.

Built and defined a Customer Support team providing efficient and effective customer support for all Amazon sites and business units globally from the ground up. Provided senior leadership detailed customer support data and metrics to adequately support rapid company growth in all regions. Created process flows, procedures, and knowledge base libraries used by team members and customers.• Hired to form a customer support team that could provide efficient service and effective solutions for all 750+ Amazon sites and business units globally. Presented detailed, service-level data and metrics to accurately position customer success with rapid company growth.• Developed a metrics program to execute data-driven decisions and initiatives for headcount requirements, resource utilization, detailed support procedures, and process improvements.• Identified the top three customer defects requiring immediate attention. Authored three White Papers, with accompanying business requirements, proposing custom solutions. All proposals were accepted, and solutions decreased overall time on task for the team by 29%.• Promoted to Regional Operations Manager, Americas Region in response to the success of the customer support team.

Contracted as an original member of the physical security support and engineering team. Responded to phone, ticket, chat, and e-mail requests in a professional, efficient manner. Provided programming, troubleshooting, and root-cause analyses for global access control, visitor management, and CCTV Systems at over 800 worldwide locations.• Initiated the development and implementation of a customer support new hire training program. Collaborated with senior team members to obtain and document best practices, procedures, and tribal knowledge to promote efficiencies in all aspects of the role. This training program was adopted by Amazon’s Global Training and Development team and is still used as the basis for training of all support engineers globally.• Developed a library of internal training and reference materials to further educate and inform team members in all aspects of the customer support role. This library is still in use today and the foundation of all knowledge and reference material for the current global team.• Published a Knowledge Center Wiki available to all customers, which was visited an average of 1,000 times per month within the first year, growing to an average of over 20,000 times per year.• Hired by Amazon as an Operations Manager due to my accomplishments and success in this role.

- Hand selected by regional leadership to revamp and lead the security teams at multiple Amazon locations.- Scheduled and supervised a crew of four Security Supervisors and up to 90 Security Officers.- Defined and implemented new security policies, procedures, and best practices maximizing personnel utilization and efficiencies.

Held top secret SCI security clearance Supervised crew of five Intelligence Specialists Oversaw library of over 3000 Battle Target Graphics Collected, analyzed, and disseminated classified material Created and presented classified briefingsProtected and escorted top-secret material and equipment