• Architected and designed technical operations for a cloud-based tool rental service, ensuring stability and uptime.• Provided client support for a community-based platform, incorporating AI and robotics for secure operations.• Managed vendor relationships to enhance availability and efficiency of services.• Growing a start up from the ground up.

Owner of end to end Pegasystems Cloud Service reliability. Driving continuous availability improvements through comprehensive problem management, rigorous incident response and change management methodologies. Leveraging agile practices to continuously iterate and improve our service reliability through engineering improvements, AI and automation. Improving the operations and manageability of the cloud platform and associated services through judicious prioritization and collaboration with core product teams.

This position is responsible for the overall planning, delivery and service level performance of a Technical Support function supporting a specific portion of a product / line of business. This position has authority to change process, recommend staffing changes and enforce policy compliance. This position will oversee a product support team of Managers and individual contributors in the planning and execution of best practices, metrics measurement and improvement, employee development and client satisfaction.• Develop and implement Support Strategy across a suite of Hosted/Cloud-based Solutions• Strategic planning and execution to enhance scalability and efficiency throughout the Technical support function, driving the highest levels of customer satisfaction and loyalty.• Develop and direct the operational metrics management of the Technical Support Call Centers. Institute best practices, benchmarks and monitoring techniques that will ensure higher productivity and customer satisfaction.• Maintains costs to support mission and overall business financial objectives.• Works closely with our Product Development teams to drive supportability and install-ability requirements for our hosted/cloud-based products.• Drives ITIL standards in service management, including continual service improvement, and implementing processes and systems that will generate higher productivity and reporting accuracy.• Collaborates with the management team to ensure, quick time to answer, low call abandonment, improved call efficiency, accurate incident documentation, proper and timely follow-up / closure and acceptable customer interaction.• Improve employee process and clinical knowledge through training.• Interact regularly with management team and individual department heads to ensure that the Technical Support operational priorities are aligned with business unit / company direction.

Director of Technical Operations for hCentive. hCentive provides cloud-based, healthcare technology solutions that help consumers & businesses connect, communicate and engage with health plans in an undemanding and informed manner when acquiring health insurance. Our browser-based, user-configurable solutions are being adopted by different healthcare plans and organizations to enhance their processes and ensure compliance with healthcare reforms without significant cost or IT infrastructure.

Provided direction to a global team comprising a newly developed organization focused on providing continuous cloud service availability on a 24x7x365 basis as well a destructive testing and automation.- Worked with compliance and audit to teams to ensure compliance narratives meet Payment Card Industry (PCI) compliance standards and to secure US Federal Government Authority to Operate (ATO) as well as NIST 800-53 Certification and Accreditation.- Drove improvement in the efficiency of operations. Led innovative automation in the operations organization. Initiated transition of repeatable operations tasks from engineering into operations. Shifted most operational tasks into the lowest tier of the organization. Began “Shift Left” methodology.- Consistently met or exceeded goals for 99.98% system availability for three years running.- Successfully completed the second leg of a global NOC “Follow the Sun” implementation by spearheading the launch of a 24x7x365 NOC in Dublin, Ireland.- Identified and hired its first Operations Manager as well as Tier One, Database and Systems personnel.- Reduced Human Resource requirements by more than 66%. Fueled major release run-list automation.

Responsibly managed the budget and annual revenue of $6.4M line of business. Closely managed the efforts of 2 line managers with down line authority for an additional 46 employees.Played a pivotal role in driving new business development in both new and existing accounts that included US Customs and Border Patrol. DoD, US Census Bureau, the US Congress, the Transportation Safety Administration and the Department of Health and Human Services.- Took the lead in developing Network Operations Center Run Books and concepts of operation as well as network solution design and pricing supporting contracts.- Created pre-sales marketing package for network managed service line.- Developed marketing web page collateral for internal organizational awareness initiative. - Provided new bid solutions for network managed service line.