Responsible for the programmatic management, capability, and quality of Apple’s U.S. professional services partner companies. Focused on developing processes, documentation, KPIs, training, QC requirements, customer experience expectations, and cadenced business reviews for Apple’s network of regional and national services partners. Led dozens of program initiatives by utilizing organizationally matrixed teams to drive continuous improvement in Apple’s services business, with accountability to senior leadership. Developed close-to-the-box services rate card that resulted in significant reduction of scope and quote development time and increased the margin and health of Apple’s services partners. Successfully onboarded three national partner companies, allowing Apple to meet capacity demands and state contract requirements. Managed in-person and virtual training events responsible for enabling dozens of badged and contract delivery resources. Developed a program to enable local technology integrators to directly deliver professional services on Apple devices for large urban school districts in order to reduce sales friction in Apple’s direct-to-customer education market. Provided data analysis and recommendations to reduce close-to-the-box services cost overruns and enable new partner capabilities that enhance customer experience.

Responsible for ensuring Apple’s contracted partner companies were enabled and capable of delivering professional services that support Apple’s products and programs, including Mac and iOS device mass deployment and platform consulting services. Focused on developing and implementing a national training and qualification program that included an onboard/ramp process for new partner companies, QC and CSAT metrics, and KPIs, for 20+ subcontractor companies and 50+ badged and subcontractor engineers. Established and managed cadenced progress comms and reporting for director and VP-level leadership. Resulted in establishing top-tier capability, quality, and CSAT across Apple’s national professional services partner network.

Responsible for the direction and delivery of Apple’s national education services business, including management of engineering and project management resources, line of business management, QC, portfolio and offer development, marketing, process development, partner program management, delivery resource readiness, partner resource training and development, and issue resolution. Focused on providing a paramount customer experience that resulted in driving customer satisfaction with delivery of services engagements to over 98%. Leader of multiple tiger teams responsible for increasing field focus on solution selling, services attach rates, and MDM vendor partnerships. Bridged new relationships, workflows, and feedback loops with AppleCare, field sales, marketing, and software engineering groups.

Responsible for the leadership, management, and development of the national technical services consultant engineering team, and assistant management of the national services delivery business. Focused on growth and development of engineers and project managers, managing business demands, engagement scoping workflow development, business process development, and creation of tools to enhance Apple’s pre-sales team’s interaction with the services organization. Key accomplishments included development of engineering team collaboration workflows and best practices, increased knowledge sharing and feedback loops with internal stakeholder organizations, development of a web-based scoping and engagement management tool, creation and management of a technical scoping team and scope collateral, and development of web-based engagement and CSAT reporting. Led the professional services transition from server-centric deployment architectures and services to user experience-focused, client-centric architectures.

Qualified to deliver Apple certification courses ranging from beginning user experience to advanced systems and server administration. Orchestrated early train-the-trainer qualification events and course updates. Previously certified to deliver all ACTC and ACSA level courses.

Responsible for the delivery of technical consulting engagements throughout the U.S., including solutions architecture, customer readiness, technical project management, Apple client and server implementation, and customer training for large education deployments. Background in implementing network services, file services, web services, directory services, and client management. Specializing in district-wide and campus-wide identity management deployment, client management architecture, and network storage implementation. Additional emphasis in NAS and SAN implementation for large data storage and video production workflow, including fabric network topology and design, mass device deployment using Apple and 3rd party tools, backup solution design and implementation, UNIX shell scripting, and command line-based server management. Developed and implemented a training program and content for contracted services partners.

Pre-sales engineer aligned with a regional K-12 education sales team focused on named accounts in the northern midwest. Teamed with two account executives to drive sales of Apple products. Responsible for Apple product evangelism, technology solutions architecture, post-sales implementation of client and server-centric solutions, and customer technical support. Developed regional customer-facing, hands-on training events, including all lab guides and slide content, and delivered in multiple locations yearly throughout the midwest. Lead the transition of these regional training events to large-scale, national events.