Direct all customer-touching operations within 7 departments. Seven direct reports and 120 total reports within 170 person organization. Ensure that clients receive excellent service and support for enterprise systems and other IT platforms. Manage sales engineering team and ensure prospective customers receive offers compatible with company capabilities. Serve as executive sponsor for 22 leading customers.Achievements:•Restructured service desk department to avoid bottlenecks with technical support requests, and create scalable service model. •Earned customer trust that fueling revenue growth in Managed Services, Cloud Services, and Project Services.•Transformed structure to increase expert technical resources and assigned teams to specific customers, allowing support teams to gain familiarity with customers’ environments and giving customers a point of contact.•Established customer success team to identify opportunities for expanded services and provide consistent customer care with emphasis on key clients that needed additional training for successful solution adoption and expanding service renewal rates.•Deployed and supported bundle approach to service portfolios that allowed the organization to cultivate expertise in a few systems and platforms that could be leveraged and customized to meet many customer requirements and functionality needs, efforts that resulted in decreased support costs, improved profit margins, and contributed to year over year revenue growth.•Implemented agile project management strategies, improved workflows and tools, and provided strategic and technical leadership to enhance project implementation.•Earned customer loyalty to realize improved customer retention and year over year reduction in churn.

Served in leadership capacity, heading team of 17 that provided support for 300 individuals throughout company, maintained IT systems, and managed web-based resources. Outlined and established objectives and developed strategies to achieve goals while leading development and operations for division. Directed software and services team, as well as service desk operations. Rebuilt and reinforced company-wide enterprise system, modernized IT infrastructure, and developed tools to improve customer experiences.Highlighted Achievement:•Streamlined 27 public-facing web properties from individualized local hardware-based hosting and management to centralized Amazon Web Services IT management, enabling significant reduction in annual operating costs.

Oversaw management of IT projects while leading team of 17 and managing annual budget of $5.7M. Earned recognition as leader in cybersecurity by actively seeking opportunities, identifying risks, and developing innovative methods to offset risks. Acted as technology early adopter and implemented enterprise grade security by utilizing secure tools and platforms developed by companies at the bleeding edge of cyber and technology security.Highlighted Achievements:•Spearheaded redesign of CAP’s 4 websites and introduced improvements to increase website stability and ability to handle large influxes of visitors, resulting in increase in year-over-year unique site visits and ongoing sustained uptime of 99.95%.•Migrated all websites to WordPress platform, eliminated need for multiple specialized consultants, and brought website management in-house, ultimately decreasing legacy annual operating costs.

Oversaw team of 6 focused on managing projects for service desk, end-user training and adoption, and infrastructure changes and improvements. Upgraded existing technology systems and developed and delivered new requested system features in collaboration with vendors. Led research, development, and implementation for new remote desktop solution that saved $36K. Significantly improved machine imaging and deployment process by introducing new automated system that reduced preparation time from 240 hours to 40 hours.

Headed 3-person team that managed infrastructure-focused, web-based, and IT systems projects. Focused on identifying process and system deficiencies and capitalizing on opportunities for growth and improvement. Developed and implemented innovative solutions that delivered over $75K in savings in 1 year.