Successfully led end-to-end implementation projects for Cylance Protect, Cylance Gateway, and Cylance Optics, ensuring seamless product deployments for diverse clients.Managed complex migrations, including data transfer, integration, and user training, minimizing disruptions and optimizing technology adoption.Utilized advanced troubleshooting techniques to identify and resolve technical issues, collaborating with cross-functional teams for timely break/fix resolutions.Developed comprehensive future plans for cybersecurity product enhancements and upgrades, aligning with industry standards and client needs.Built and nurtured strong client relationships, serving as a trusted advisor and escalation point for technical and strategic inquiries.Strong client partnership development, understanding unique needs, and providing tailored cybersecurity solutions.Committed to delivering exceptional customer service, support, and maintaining high levels of customer satisfaction.Collaborated cross-functionally with sales, product management, and engineering teams, providing valuable insights and contributing to product improvement.

Serving as the designated technical lead for two of the top five VIP customers.Managing multiple environments, ranging from 80,000 - 150,000 devices, across various industries, including the federal government.Collaborating with the Development team on critical issues and participating in the creation of new features.Designing and implementing new product adoption initiatives to promote the utilization of BlackBerry products.Identifying opportunities for further adoption of BlackBerry products and working closely with the sales team to implement strategies.Providing VIP support for critical issues, ensuring prompt and effective resolution.Taking the lead in addressing multi-vendor critical support issues, coordinating efforts between different parties.Serving as the global training lead, developing and delivering training programs to ensure the Professional Services team is up-to-date on all new and existing software offerings.Designing training specifically tailored to meet the organizational needs and identifying training opportunities within the organization.Updating existing processes to optimize efficiency and align with current business needs.Creating and delivering training to external customers, ensuring they have the necessary knowledge and skills to effectively utilize BlackBerry products.Developing a new hire training program to onboard and integrate new consultants into the team.Collaborating with multiple departments to create training content, avoiding duplication of efforts.Working with the Development team to create new tools that enhance customer support.Writing SQL and PowerShell scripts to address specific customer needs and improve efficiency.Participating in beta testing of new tools internally and with external customers to validate their effectiveness.Collaborating with the Sales team to create SKU's for newly developed tools, facilitating their commercialization.

Provide exceptional technical support to our critical customers, ensuring prompt and effective resolution of their issues.Collaborate closely with the Development team to address critical issues, actively participating in troubleshooting and problem-solving efforts.Contribute to the design and implementation of large-scale environments, leveraging your technical expertise and best practices.Serve as an escalation point for complex technical issues, working closely with Analysts to resolve them efficiently and effectively.Assume on-call responsibilities to ensure continuous 24-hour support, promptly responding to urgent customer needs and technical emergencies.Maintain accurate and detailed records of customer interactions, issues, and resolutions using our designated systems.Continuously expand technical knowledge and stay up-to-date with the latest industry trends and advancements.Collaborate with cross-functional teams to provide valuable insights and contribute to the improvement of our products and services.Adhere to established processes and workflows, following company policies and guidelines.

Executive Communication:Hosted executive calls twice a week, providing comprehensive updates and facilitating a thorough understanding of complex technical issues.Ensured executives were well-informed and equipped to make strategic decisions based on accurate and up-to-date information.Customer Collaboration:Collaborated closely with customers and the Development team to align future product releases with customer needs and requirements.Acted as a bridge between customers and the Development team, gathering valuable feedback to shape the direction of product development.Technical Translation:Translated advanced technical issues and requirements into clear and understandable language for various levels of technical audiences.Bridged the communication gap between technical concepts and non-technical stakeholders, facilitating effective and meaningful discussions.Premier Customer Support:Ensured customers received premier support by conducting regular executive meetings, addressing concerns, and providing timely updates.Maintained strong customer relationships through consistent and effective communication channels.Issue Resolution and Service Reviews:Conducted weekly case reviews with customers to monitor progress and ensure the timely resolution of reported issues.Wrote and delivered quarterly service reviews, both in person and virtually, providing comprehensive updates on services and gathering valuable feedback for continuous improvement.

Provide tier two technical support to Premier customersResponsible for handling customer support through email/phone engagements. Create knowledge base articles for new issues identified through support.