Delivering results to our partners by developing and maintaining relationships, consulting on best practices, ensuring the necessary resources are available to our partners driving success through our enterprise level security stack.

Delivering results to our partners by developing and maintaining relationships, consulting on best practices, ensuring the necessary resources are available to our partners driving success through our enterprise level security.

Managing three distributed teams overseeing the functionality of internal software deployment servers, drive change management process and procedure, software configuration management, and problem management through a collaborative approach. Ensure timely, quality, and successful software deployments with the goal of zero negative impact to production systems by diligently monitoring and assessing all aspects of changes, removing human element of error through utilization of scripts, and building automated pipelines.• Developed customized metrics tracker to analyze and provide visual story of Changes to production environments.• Led the team in rebuilding internal deployment servers to restore deployment capabilities following cyber-attack.• Optimized processes through scripting, eliminated inefficiencies, and developed sustainable resolutions through effective Problem Management, root cause analysis.• Transformed the team’s operational efficiency and effectiveness by identifying and eliminating repetitive procedures.• Received “Tenacity & Resilience” award from CIO in recognition of exceptional dedication and outstanding contributions.

Here, I applied a thorough understanding of products and services to recommend the most optimal solutions, troubleshooting implementation issues and presentation to C-Suite. My forte was an effective collaboration with Tech Support, Developers, Engineers, Product Managers, Sales, and Renewal Managers to ensure the highest quality service and client support.• Substantially improved efficiencies and team functionality by standardizing processes across 6-8 teams.• Quickly mastered the suite of products to take over client accounts, successfully liaising between the client and technical engineering.• Supported 5 enterprise clients totaling over 70,000 seats including public, private, and government businesses.

I joined through the merger of my private company integrating into a distributed team, continued to support over 100 private clients. In the meantime, I focused on customer experience and support, identifying new opportunities augmenting support for the East Coast market through comprehensive security, hardware, and infrastructure audits. Also, I analyzed networks, developed and presented various technical solutions to C-Suite as a trusted advisor.• Retained the majority of clients during the pandemic, a testament to valuable relationships and quality service.• Remained a sole technical account manager to local market after company-wide COVID-induced restructuring.

I successfully operated a customer-centric Managed Service Provider (MSP) company and grew client base to over 100 through exceptional support and consistent service. Here, I redeveloped the business plan to align with market trends and client’s needs, including incorporating Security aspect through a merger.• Achieved consistent YOY financial growth, enabling constant reinvesting in business development. • Implemented a subscription model to ensure consistent cashflow, accurate forecasting, and service affordability.• Managed technicians, PMO, TAM, CSM, SaaS solution discovery processes, and implementation of business processes, procedures, and efficiencies to increase support levels and client capacity.

Level 2 Programmer of internal student loan servicing software platform, preparation and coding for Y2K, liaison to end users, conversion specialist.

Contracted application programmer on various internal software platforms for Dow Chemical & MCI.