Thought leader who is analytical, strategic, operationally and process driven. Customer facing responsibilities include overseeing all support operations for a premier high profile customer.Internal Operational Work- Honored to be chosen to serve as the US Commercial Regional Lead representing US SAMs across other regions- Collaborate with SAMs in other regions multiple times a week on operational issues and initiatives- Conceptualized, initiated, received SAM leadership buy-in, collaborated globally, created, and implemented operational strategic tool to be utilized globally by SAMs

Responsible for multiple strategic client support relationships. Covering premier accounts of combined revenue of over 25 million. This includes issue escalation and major incident management. Delivering information via weekly, bi-weekly, monthly and quarterly meetings with customers including executives regarding current state, support metrics, and proactive recommendations.- Team player mentoring newer team members and collaborating with colleagues.- Experience working and coordinating with Account Executives, Customer Success, Support, Development, and other departments up to VP level on a regular basis.- Took initiative leading and contributing to many side projects including proactively building new support tools and processes.

Promoted to create new department – with $1.8M budget: – while acting as primary communications and technical resource with C-level management team, other agencies, and software vendors.  Hire, manage, train/mentor, and develop software application support team while overseeing Delivery Manager activities for ITIL-based service management with 2,000 end users in 24X7X365 environment.  Work in concert with senior management team on strategic planning, tactical execution, special projects, as needed, and manage vendor relationships. Department Strategy Planning and Alignment:  Defined and implemented strategy for newly formed Application Support department in 2014.  Hired new resources and enhanced technical team’s skill set to ensure near 100% achievement of SLA contract performance goals for tier II and III support.Vendor Relationships:  Negotiate and secure best price quotes from multiple software vendors including software maintenance, licenses, conferences, and training for $1.8M annual department budget.  Leading Software Status Award: Identified need and led targeted effort to earn “Gold-Star” status from Superion/SunGard software in 2014 – recognized as one of only 10 valued customers with this award.    Revenue Generation: Pitched idea and won management buy-in to collect $120K in outstanding service maintenance fees from other agencies/entities.  Delivered presentations to  approximately 30 agencies, at C-level, resulting in collection of 75% to 85% participation within 4-month period. Presentations and Negotiations:  Create new process improvements and lead negotiations for all SLA contracts including integration and adherence to ITIL standards and best practices.   Facilitate Meetings/Decisions:  Noted for leading discussions and facilitating numerous strategic planning, and other meetings, with C-level managers/other agencies, which resulted in eventual consensus to define department goals for F/Y 2018, and develop new mission statement.

Recommended for position by retiring Information Systems Manager. Supported both Legacy system and Windows-based software focusing on system/server maintenance, upgrades, enhancements, conversions, configurations, functionality, and data integration.  Worked with team during long-range, multi-phase conversion to Windows server SQL database.  Analyzed and led  business process improvement review discussions.Top Industry Recognition:  Played key role in Denton County receiving first-ever Public Sector Excellence Award  from Tyler Technology through applying strong leadership qualities and strategic oversight to Denton County management team and 1,200 end users.Software conversion:  Assisted team on Legacy Unix system conversion to Windows server SQL database system, acting as technical liaison for Windows upgrade with numerous “go-live” issues, multi-phase  implementations, and feature enhancement rollouts.Consultant Capabilities:  Clarified and defined business needs, and aligned goals between departments in consultant- type role with users across multiple departments.Capacity Improvements:  Maximized  ticket volume by 33% –  within one year – through improved training, new business processes, and clear communications, which bridged gap between team, departments, software vendors, management team,  and outside agencies.  ITIL Implementation:  Integral part of team, which implemented ITIL into department in 2012; became ITIL certified in 2014.

• Provided support to customers balancing phone, web, and e-mail communications• Designed and implemented solutions for customer inquiries and issues regarding Tyler’s Courts and Justice products • Managed multiple customer issues and prioritized efficiently in a fast paced organization• Developed product expertise by testing new functionality, researching product issues, and utilizing internal resources