- Provided strategic leadership for company-wide operations, ensuring the successful execution of KPI's mission to deliver professional, efficient, and profitable client services.- Championed operational efficiency, leveraging technology to enhance service delivery.- Led the implementation of business process improvements that increased operational productivity and service quality, contributing to the company’s growth and reputation for client success.- Fostered a high-performance culture, focusing on team engagement, development, and alignment with organizational goals.

- Managed and improved operational and service delivery practices, overseeing Help Desk, Proactive Team, Project Team, and Senior Engineers to meet service excellence goals.- Led a team of service delivery personnel, including hiring, training, and developing team members to foster a culture of excellence and client satisfaction.- Allocated resources and managed vendors to meet project deadlines and ensure the efficient delivery of services.- Tracked and forecasted operational trends, providing data-driven insights to enhance efficiency and decision-making.- Formalized and optimized policies and procedures to improve resource utilization and service consistency.

- Led the design and implementation of Fraser’s print optimization practice, defining go-to-market strategies and establishing revenue goals, resulting in significant business growth in this vertical.- Developed and executed advanced services strategies, ensuring a targeted approach to high-impact print optimization opportunities that aligned with business and client needs.- Collaborated with cross-functional teams including Marketing, the Technology Center (Fraser’s Global Support Center), Managed Services, Alliance Partners, and Sales, to build differentiated offerings that addressed both horizontal and vertical client needs.- Prepared and presented reports to senior management on project status, results, forecasts, and sales revenues, providing insights into operational performance and business opportunities.- Simplified technical concepts for non-technical audiences, working with Sales teams to translate complex solutions into actionable print optimization opportunities for clients.- Acted as a thought leader and technical spokesperson, evangelizing Fraser’s services and establishing the company as a trusted partner in print optimization.- Provided strategic leadership to large clients, fostering trusted advisor relationships to enhance client satisfaction, retention, and long-term growth.- Led the RFP/RFI team, achieving a success rate of over 50% in bid opportunities, which resulted in securing several new major accounts and identifying new partnership avenues with existing clients.

- Set the strategic direction for the professional services organization, aligning services with business goals and ensuring successful delivery of IT solutions to clients.- Led the recruitment, management, and career development of a high-performing technology consulting staff, focusing on building a skilled team capable of delivering top-tier managed services and software solutions.- Collaborated closely with Sales, Operations, and Technical teams, identifying client business needs and tailoring solutions from Davis’s product offerings, resulting in more efficient project scoping, resourcing, and cost analysis.- Provided oversight throughout large implementation projects, tracking progress against initial plans and addressing any risks or dependencies. Ensured timely delivery of IT solutions that aligned with client expectations and business objectives.- Developed business cases and solution scenarios, working directly with customers and prospects to ensure successful adoption of services and solutions.- Built long-term customer relationships, focusing on customer loyalty and satisfaction, which led to increased sales in managed services and software solutions.- Drove revenue growth through the successful execution of new services and solutions, meeting client needs and fostering business expansion opportunities.

- Managed dealer and account relationships, driving sales growth across all Canon products by implementing Canon-branded and third-party solutions within wholesale channels.- Developed and executed sales strategies with key decision-makers and end-user customers to increase Canon’s market share in both Canon-branded and third-party software solutions.- Supported channel dealer sales efforts, providing technical expertise on Canon and third-party solutions, offering workflow assessments to end-user customers and dealer partners.- Delivered technical sales training and seminars for systems engineers and Major Account Sales teams, enhancing their product knowledge and sales capabilities.- Managed a multi-state sales territory, consistently surpassing sales quotas and achieving over 110% of sales targets.- Cultivated strong relationships with dealers and customers, positioning Canon as a trusted partner in providing comprehensive IT and workflow solutions.

- Managed large-scale technology deployment projects, ensuring successful implementation and integration of Canon’s IT solutions within client environments.- Supervised a team of technicians providing onsite IT managed services, ensuring the timely delivery of services and customer satisfaction.- Assisted in the development of the wholesale channel dealer business model, expanding the distribution of Canon-branded and third-party solutions through nationwide dealer sales efforts.- Conducted presentations at industry trade shows and private events, showcasing Canon’s technology solutions to large audiences and positioning the company as a leader in the market.- Exceeded sales quotas consistently, maintaining the highest sales performance in the department for multiple years (2002, 2003, and 2004).- Built and maintained strong client relationships, becoming a trusted advisor and ensuring long-term satisfaction with Canon’s products and services.

- Authored technical documentation and provided training to users for the Lotus Notes-driven action request system, ensuring smooth adoption and user proficiency.- Ensured compliance with corporate IT standards, implementing necessary systems and protocols to meet organizational requirements.- Led the deployment of a new domain security model, enhancing the security and efficiency of the departmental local area network (LAN).- Administered the local area network (LAN) and the action request system, ensuring optimal performance, availability, and reliability.

- Designed and delivered technical training programs to students, focusing on IT concepts and hands-on skills development to prepare them for successful careers in technology.- Created technical documentation for course materials, ensuring clarity and accessibility for students and aligning content with industry standards.- Provided thought leadership through engaging instructional methods, contributing to students’ understanding of complex IT topics and practical applications.