Global Operations | Customer Experience | Revenue Growth | Partner ManagementEnergetic, innovative and resourceful General Manager. Maintain operational efficiencies with regular and consistent oversight, achieving reductions in expenses by reducing waste and realigning staffing. Successfully growing market share by implementing a "high touch" customer focused culture. Continue to optimize administrative processes and procedures to streamline and reduce work loads.

Revenue Generation | Client/Partner Management/Retention | Sales ManagementCustomer Experience leader responsible for the vision, strategy, and execution for driving a best in class customer experience. Worked cross functionally with our marketing, engineering, and product teams to ensure steady increase in revenue and customer success all the way from initial set-up through contract renewal, impacting the overall success and growth of our business. Grew services and support team from 2 resources to 8 global resources in 4 monthsGrew annual non recurring revenue by 300% in 4 months Lead efforts to combine sales and services to form a solutions team which reduced the sales cycle from 9+ months to 3 months

Revenue Generation | PMO Management | Client/Partner ManagementTop-performing and trusted manager consistently sought out to reengineer troubled projects. Managed and mentored PM, CSM, and Architect staff in a matrix reporting structure consisting of 35 Global staff and with annual revenue of $7-million. Managed all projects, budgets, and strategic analysis for all programs. Prescribed solutions that provided quick ROI for maximum revenue productivity, service optimization, and system flexibility.- Managed multiple cross functional teams from solution concept through to successful release, managing each investment stream to maximize financial returns and revenue growth- Delivered professional services so customers may deploy, integrate, and launch custom OTT solutions/services- Modified, updated and created necessary processes for smooth, repeatable and reliable operations- Lead efforts to build and improve core product offerings which resulted in 2.5m in addition revenue annually- Served as the primary escalation point for regional and global Professional Services client issues

Responsible for overall support of product engineering which included evaluation and assessment of new technologies, developing technical surveys to identify potential problem issues and feature enhancements for future products, implementation and management of defect solution and agile task management solution. Developed and managed technical publications group. Implemented online help system using open source wiki solution. Managed and mentored first line project managers.Managed and directed all phases of product qualification and Beta / Friendly User Trials (FUT) for both internal and external customers. Collaborate with the Project Managers to identify tasks, resources, and develop corrective action plans for optimizations to meet high quality demands based on testing feedback. Managed the implementation and custom development of iPass solutions for major telecom corp..

Responsible for program management. Built efficient cross-functional relationship with remote teams in Emeryville, Germany and India. Fostered a result-oriented team style and kept high performance. Actively liaise with product managers and local R&D teams to bring new products to markets in the fastest possible pace and measure progress while serving as the main point of contact for internal and external requests. Formalized customer-centered and budget-driven project management and product life cycle management process. Collaborate across multiple departments to coordinate on-time delivery of projects and to escalate urgent client issues to successful conclusion.

Senior Project Manager with oversight of design, development and implementation of the Point of Sale system. Managing a multimillion dollar budget. Responsible for the implementation of the new Point of Sale system into all Retail stores for Kelly-Moore Paints and Party City. Managed the project plan, project financial, requirement gathering and all development across cross-functional teams (Development, IT Operations, Customer Support, and Training/ Documentation).

Oversaw the needs analysis and proto type for a data center automation solution. Managed the vendor selection process and created and presented business case to executive staff and board. Managed the overall business process re-engineering for managed hosting and application support to close gaps and quicken customer go live time by 50%. Managed the requirements gathering and project for on-demand internal and customer facing hardware and software provisioning/ ordering solution.

Lead the efforts for the design, implementation, maintenance and support of the systems architecture for Vitria’s internal web applications, corporate website and backend systems. Managed a team of systems and database administrators/ engineers and web developers. Partnered with software engineering to develop and drive a strategic technology roadmap. Developed methodologies to manage systems performance and capacity for growth. Communicated and collaborated effectively with peers, C-level management, vendors, and interested parties to meet goals. Drafted and implemented critical processes and procedures based on industry best practices.

Responsible for overall accountability for planning and directing project/ product management activities for cross-functional projects for Overstocks Club O’Gold website. I administered internal project practices and financial tools to manage project costs, delivery times and guarantee compliance with key controls. I communicated across organizational units, including: coordination with technical staff, application development managers and third party vendors. I prepared & delivered presentations on scope, business functionality, technical capabilities and project results to C-level management.

Responsible for overseeing the successful development and deployment of Sento’s CRM web solutions. Led team and managed efforts in defining the project plan, managing the resources, financial commitments and timeline for the project in support of customer business objectives. Acted as the primary customer advocate and worked closely with multiple cross-functional business groups to ensure the efficiency and effectiveness of solutions deployed in support of customer success.

Managed web projects through all phases of the project life cycle including: scope definition, requirements, evaluation, design, development, testing, documentation, implementation, and support. Provided training to customers pre and post launch. Managed customer expectations and customer dependent deliverables. Provided project leadership and direction to solution development team. Ensured user acceptance and managed customer service issues. Contributed to overall process management improvement initiatives.

Provided project management of system specification, development, testing, and deployment of Siebel based applications. Meet with internal customers and business units to determine requirements, negotiate timelines based upon resources, and development of Siebel based solutions.

As the IT Project Manager I was responsible for ensuring the effective and efficient delivery of Information Technology Operations Support Services projects. In doing so, responsibilities include ensuring schedule and budget attainment, overall achievement of outcomes, results and deliverables.