Manufacture, distribution and service of Electro-Chemical Activation Solutions

• Responsible for all US technical service for Fluid Management consisting of an internal phone based support team responding to over 10,000 calls per year and regional service leads managing over 100 remote service providers• Created an environment of increased accountability by defining KPIs and training to those standards resulting in a 50% reduction in customer phone wait times• Developed reporting tools in Salesforce and Cisco that simplify and automate tracking against performance standards resulting in more timely feedback to team against standards• Leading the largest and most complex project Fluid Management has ever untaken, with over 15000 service hours at over 2500 locations throughout the US, compressed into a 7 month schedule delivering a successful transition to a new product provider for our largest support customer• Created a comprehensive document development and management strategy to drive knowledge management

• Transformed an international support function by blending the talents of 5 teams (Field Service, Customer Support, Projects, Solutions, and Order Fulfillment) to create a near seamless world class service experience.• Devised and implemented a Salesforce service structure from an existing collection of disorganized and unscalable tools to provide an information platform used both nationally and internationally, complete with reporting tools for both departmental and executive level support.• Created the first Apex comprehensive Operations support training vision and followed through with the hire of an instructional designer to create a series of hardware and software training programs to support the technical onboarding of all new hires.• Expanded capabilities and reach by sourcing, evaluating and training multiple 3rd party service providers to provide a national network of support that was responsive and scalable in support of a new product line and for future opportunities.• Demonstrated outstanding crisis management leadership of Customer Support when Apex was faced with a security protocol, end of life scenario that threatened to take tens of thousands of our product offline with a hard deadline; beat the deadline and avoided a business catastrophe.• Launched a formalized process documentation structure to capture the previously undocumented procedures for all teams.• Fine-tuned our application solutions support to the sales team directly contributing to the single best internal sales year ever.

Field Service Manager, 2010 - 2016• Championed business growth by leading a team of 20 Field Service Engineers (FSE) providing service for over $100M in assets, for over 700 accounts in the Southeastern US and Puerto Rico.• Successfully drove profit margins from near zero to 36% in 4 years by effectively refining efficiencies. • Recognized in 2013 for having the Best 2-year Increase in Team Engagement in the company.• Managed strategic accounts and developed win-win strategies to resolve conflict.• Outstanding strategic and team development delivering processes and training to support merger of distinct teams into one hybrid format resulting in significantly increased efficiencies.• Developed and managed first set of department operating procedures to drive consistency.• Strengthened the organization by establishing a multifaceted individual and team scorecard report in Salesforce to track technical performance, which became the Field Service standard.• Created Field Service utilization tracking tool to support executive team strategic business decision.Lead Training and Installation Engineer (TIE), 2004 – 2010• Conducted first international install in Singapore and developed the customer relationship that resulted in drastically changing the market structure in Singapore and increased further sales.• Seamlessly implemented state-of-the-art pharmacy automation (robotics) system involving software and network configuration, troubleshooting, repair, and training.• Provided comprehensive 7 days/week technical leadership to all TIEs while simultaneously performing installations.• Known for strategic development and innovative training.• Installation group point person for national chain clients to coordinate technical strategies for installations and provide post installation problem resolution.• Showed dynamic leadership style by handling high-pressure demands with decisiveness and multitasking ability resulting in promotion.

Director of Professional Services, 2000 - 2001 • Displayed multifaceted leadership skills by supervising and scheduling workflow for a staff of 20 project managers, engineers and administrative personnel, and coordinated all pre-sales activities including participating on major accounts.• Successfully increased profitability by capturing $100K/month in lost engineering revenue by developing and implementing sales lifecycle tracking tools.• Drove increased efficiency by cross-utilizing engineering and call centers teams to provide the right support at reduced cost.• Enhanced business continuity by performing recruiting functions for engineering and education services.Education Services Manager, 1998 - 2000• Led a team of 12 instructors for client training in 8 classrooms in 5 cities hosting 100+ students monthly which focused on network security and database application products.• Developed and implemented strategy for a mobile training capability that doubled training revenue within one year.• Recognized for consistently achieving target 40% profit margin in the department.• Displayed exceptionally high standards of professionalism fostering interpersonal relationships to strengthen partner relations by providing on-demand training services at partner headquarters.

• Supervised and scheduled a staff of 18 personnel for 24/7 operations and provided executive briefings in a clear and concise manner to support emergency operations.• Selected as Weather Senior NCO of the Year of all of Air Combat Command.• Deployed to Homestead AFB in the aftermath of Hurricane Andrew as the team lead in establishing emergency support of recovery operations.• Functioned as lead technical expert conducting one-on-one and classroom training on proprietary equipment and software; provided professional development training to prepare mid-level technicians for leadership positions.