• Work as part of the regional sales team in support of sales objectives by effectively presenting solution value proposition and leading technical pre-sales efforts with enterprise accounts and Managed Services Providers.• Proactively drive technical partner enablement with regional channel and alliance partners in support of joint go-to-market sales efforts.• Collaborate with the customer experience team to ensure successful product deployments and gatherrequirements and feedback.• Communicate effectively with account team(s) and other internal resources (product, engineering, productmarketing in particular), as well as with partners and end customers.• Contribute to solution best practices based on collaboration with partners and customers in the region.

Head of Global IT Support 2012 – 2017Lead and mentored team of 11 Desktop, Application, and Accounting Support Technicians in PA, CO, and Krakow Poland to drive technology innovation companywide. Liaised between IT and business teams to create a culture of partnership through clear communication.• Using ITIL best practices designed and implemented process for support staff to troubleshoot, escalate, document, and resolve incidents and requests significantly lowering resolution times.• Oversaw scope, planning, and scheduling of project roadmap within interdisciplinary team, while monitoring workflow, resources, and budget to ensure all project goals were met.• Designed and managed audiovisual upgrade which bridged communication between dissimilar systems and improved user experience enabling all employees to join video conference calls from any office or remote site globally, reducing failed meetings by over 35%.• Developed and implemented multiple processes to notify users of password expiration and support staff of account lockouts, lowering after hours support needs by 50%.• Incorporated Agile Methodologies into Infrastructure team aligning IT roadmaps with AppDev maintaining one consistent approach across technology teams. Desktop Engineer 2011 – 2012Led implementation of automated imaging solution for Windows 7 upgrade and hardware rollout. Implemented and documented processes to harden PCs for security compliance evaluations. Automated and centrally-managed encryption tools and partnered with security team to improve reporting for annual security audits.• Managed and executed on-time rollout of 300 machines over 3 continents which was instrumental in subsequent rollout of Salesforce.• Collaborated with system administration and software engineering teams to move Nearshore development teams from on-site VMs over VPN to regional AWS locations, improving latency by 400%.

Managed custom gaming builds for several poker table and slot machine configurations and increased complexities of main offices’ internetwork. Structured and implemented policies and processes in new employee training and orientation, software build management, quality assurance testing and customer delivery.

Recruited to handle first level support and resolution for all systems, applications and environmental infrastructure components for 36 hospitals across US within 24x7 operation.• Successfully managed to final resolution more than 1,000 events per month, with average resolution of more than 75 daily events, all handled over the phone, through email, and using remote access tools such as Terminal Service and VNC.• Consistently maintained top percentile levels in First-level resolution, Staff Availability and Customer Satisfaction within group of 70+ analysts.• Successfully trained new employees and maintained consistent success in fast-paced work environment, gaining recognition from peers and management for work ethic, motivation and leadership.