• Responsible for service delivery and implementation of Quali products such as air gaped, on perm and SaaS for high value accounts in Quali's global portfolio. • Managed professional services field engineering team across multiple countries. Ensured staffing needs were met, elevated team performance and development• Increased service and product sales through collaborative efforts with sales and customer success, resulting in key renewals and 48% year-over-year growth in services sales. • Successfully managed complex customer implementations, exceeding delivery goals and ensuring successful project outcomes. • Promoted professional growth initiatives and spearheaded the development of training programs for both Quali's team members and its clientele, focusing on the integration of new product offerings

• Mentored and lead a team of direct report field engineers across the globe, achieving a 20% increase in on-time service delivery • Project managed customer implementations and assisted with the development of field solutions in fast paced SaaS environments in alignment with business priorities.

• Responsible for service delivery to Rackspace’s largest customer (one of the big four). • Successfully navigated pandemic challenges to grow portfolio by $6M in 2020. • Directed delivery of IT services for client engagements and internal IT functions.• Managed resources across multiple business units to deliver unified service and a “Fanatical” experience to the client. • Led the project management of cutting-edge technology implementations that have been pivotal in advancing Rackspace service delivery, resulting in a $6M portfolio growth in 2020."• Provided strategic leadership and direction for the delivery of pre- and post-sales services and support to clients relationships and customers. • Managed all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. • Enhanced service delivery through analysis of operational processes and implementation of new escalation procedures. • Coordinated efforts between customers and manufacturers, sales, field service, order processing and accounting. Resolved status, production, delivery and billing issues. • Addressed and resolved customer inquiries and issues, demonstrating strong written communication skills and a proactive approach to customer service.• Conducted comprehensive market research to determine optimal pricing strategies for non-standard items, balancing competitive positioning with profit margin objectives to sustain profitability.• Oversaw technical resources dedicated to resolving customer issues and escalations, ensuring prompt and effective problem resolution.• Strategically selected the most suitable personnel for each task, ensuring optimal alignment between skills, experience, and project requirements.• Accountable for leading customer compliance adherence as defined by information security teams. Ensured SOC2 and SOC3 compliance goals were met yearly.

• Lead tier 2 application support team, with remote IT staff to meet the business needs of onsite, regional, and enterprise wide support responsibilities • Designed, developed, implemented and monitored enterprise application solutions and support subsequent infrastructure • Managed circuits, networks, VPN and mobile services for the enterprise. • Led the planning, development, and execution of various IT initiatives, including Enterprise Mobility Management (EMM) rollouts, application deployments, data center builds, and the integration of new acquisitions, while ensuring alignment with business objectives.• IoT platform development and implementation for local OpCo in HVAC and plumbing service industry, including sales tactics and business analysis. • Top tier support for System Admins and user support. • Managed 700+ servers for 43 companies including 2 data centers with 11 node clusters and regional fail-over. • Collaborated across multiple teams to uphold IT service level agreements (SLAs) and deliver an exceptional customer service experience for both end users and the broader business.• Deployed and managed centralized backup solution across 43 nationwide locations and two data centers • Performed security hardening yearly to ensure best effort prior to pen testing. Used Nessus scanning and NIST standards. • Built second datacenter with 11 node cluster with replication from primary datacenter as failover • Certificate management for all OpCo sites and public applications.

• Districts Mac Admin, managing 2000+ Mac computers and over 10000+ iOS devices.• Tier 2 support for all helpdesk issues.• Project management of district initiatives (5000 laptop roll out, VDI for netbooks, asset management implementation.)• Managed Windows and Mac servers using bash, PowerShell, and DELL KACE. Responsible for distribution point replication for managed software and MDM

• Customer facing support at the store. Troubleshooting of all Apple products including repairs and software.• Conducted presentations and workshops for business solutions and products in the store• Sales for the store, small to medium businesses. • Capturing new business as it comes in organically and managing a small team of business leads. • Creating long-term relationships with customers and repeat business. • Communicating corporate goals to store staff, store standings to corporate. Weekly reporting with quarterly follow up. Regional meetings lead occasionally presenting corporate direction