Gilbert Vega Email and Phone Number

As a Customer Success Operations Manager at SpringCM, I focused on the following initiatives:Business Enablement- Supported a PS team of 40 members in the US & UK around all things project tracking - Lead the change management from a project tracking SaaS application to Oracle’s Professional Service Automation (PSA) tool OpenAir - Developed the SOP for project tracking in OpenAir PSA- Supported the finance team through managing billing rules and invoicing in OpenAir- Created accounts, filter views, and workflows within OpenAir to support the growing needs of the PS team- Documented best practices/processes within an end user and admin playbook to facilitate knowledge transfer and alignment of usage - Set expectations & celebrated tool related accomplishments via weekly digest emails- Administered the approval and rejection workflow for our Salesforce Customer Community Process Optimization- Increased non recurring training revenue through development of a booking process and executed on the process utilizing Salesforce CPQ - Created process workflows in alignment with our customer journey methodology to inform the Professional Services, Customer Success, and Support teams on project best practices - Collaborated with SMEs in Professional Services, Customer Success, and Support to identify and engineer solutions to pain points - Acted as an internal business liaison between customer facing teams - Owned strategic activities around agenda creation and facilitated a weekly meeting for Customer SuccessReporting- Encouraged strong PSA data hygiene by enabling users with reporting - Designed metric based reporting from Salesforce, Zendesk, and OpenAir PSA to identify and course correct the way the team approached business objectives- Streamlined reporting for Customer Success executive leadership - Enabled colleagues in customer success on how to glean insights from our reporting suite to meet their business objectives

As a Senior Implementation Manager at eSpark, I: - Managed the technical life cycle of differentiated learning software on iPads & MDM implementations including on-boarding and ongoing technical support for a portfolio of 160 school districts and individual schools across the country- Planned and executed large scale on-site device syncs of up to 2,000 iPads with activities ranging from restoring, updating, enrolling, and inventorying devices- Identified as the Apple expert assisting colleagues and clients with all things hardware, software (iOS, macOS), and deployment programs (deploy.apple & Apple School Manager)- Technical liaison for a RESTful API integration involving two of the largest MDM providers in the industry- Served as an internal expert for two industry leading MDM products- Technical lead for a game changing partnership between eSpark Learning & Jamf- Orchestrated various high impact technical projects that directly impacted our products and clients- Technical liaison for a RESTful API integration involving two of the largest MDM providers in the industry- Built and maintained a library of product training materials for clients including support articles, user guides, and videos- Collaborated with engineering and product teams to understand the upcoming product roadmap and proactively developed support materials for partners- Contributed to the sales process by delivering live demos and webinars to tech leaders- Displayed technical expertise as a brand ambassador for our product in presentations and at conferences- Cultivated external partnerships with vendors and influencers- Lead the technical communication efforts to our clients

As the lead Apple Tech at Loyola, I:- Managed and resolved all Mac and iOS help desk tickets for the C-Suite, hospital employees, and Stitch School of Medicine students, faculty, and staff- Introduced and solely supported an employee choice program which included needs analysis, purchasing, inventorying, imaging, device management, and end user maintenance - Planned and executed innovative small, medium, and large scale in-person trainings with interactive demos and technology to aid end user learning- Organized and conducted one on one deployment and tech support sessions for students, faculty, staff, and executives- Created an end user self service support library which helped streamline the help desk support process - Oversaw various small, medium, and large scale tech & training projects in parallel- Automated tedious jobs using technology to focus on complex issues- Researched and adopted new technology to meet identified areas of need

As a Learning & Development Trainer for Global Finance Projects at Apple, I: - Facilitated two core finance trainings for US and Asia-Pacific audiences- Designed training content for various Finance systems and tools ranging from Quick Reference Guides to eLearning- Project managed various small, medium, and large scale projects from training assessment to deployment- Developed and fostered relationships with the business and key SMEs to obtain and validate training content- Managed the L&D training room and technology- Designed, developed, and updated the L&D website

As a Family Room Specialist in Apple Retail, I:- Supported small device (iPod, iPhone, iPad) issues, averaging 6-8 customers per hour- Presented and sold Apple solutions to customers through verbal needs assessments- Conducted small group customer workshops on Apple hardware and software- Conducted one on one learning sessions for customers by way of Apple’s One to One training series- Assisted with inventory and overnight product refreshes

While employed as a Fan Services Representative for the Chicago Bears, my main duty was to proactively offer assistance and respond to the needs and questions of all fans in attendance at Chicago Bears home games at Soldier Field.

As an Apple Campus Representative for DePaul University, I: - Creatively partnered with groups on campus to promote Apple products and services- Provided technical support for students, faculty, and staff- Used innovative marketing strategies to promote Apple products- Sold Apple products and services to students, parents, faculty, and staff

As a Resident Advisor for DePaul University, I: - Managed a floor of 80 undergraduate students- Trained co-workers in best practices within the Residence Hall- Mentored various male and female students from diverse backgrounds- Recruited prospective Resident Advisors and Resident Directors- Educated residents through programs and bulletin boards - Acted as a referral agent to students and parents- Enforced DePaul University policy within the Residence Hall

As a Training & Development Intern for the Chicago Public Schools, I: - Managed the content of interactive online training tutorials- Researched and compiled data for online training tutorials- Created interactive online training tutorials using Oracle User Productivity Kit and Adobe Connect- Assisted in the creation of online work collaboration tools- Lead complex projects by traveling to various offices and coordinating the efforts of Subject Matter Experts