Currently, I am augmenting and refreshing my networking skills while working toward the ISC Certified Cloud Security Professional credential. At the same time, I am working part time to streamline processes, develop standard operating procedures (SOP), and provide training for remote locations in Toronto and Manilla as a property manager with the IT Department. I coordinate contractors, manage contracts, and ensure completion of repairs for tenants. I have worked with several departments on a range of projects with some great results including:Impacted several million dollars in product renewals and new purchases through collaboration with sales, marketing, and DevOps to design and deliver platinum-level tech support offering.Spearheaded efforts to assimilate acquired SSL VPN, mail security appliance, and multiple WAP technologies with existing IT infrastructure to improve mail security and generate sales opportunities.Integrated company-wide remote desktop client and implemented SalesForce CRM.

I started at WatchGuard as a team lead and was quickly promoted to a management position in recognition of my leadership acumen, commitment to quality and productivity, and client engagement savvy. I directed all aspects of technical support with data analytics to compare SLAs to actual service attainment levels.Likewise, I was appointed to two other major leadership roles: I served as Partner|VAR Team Manager where I cultivated relationships with value-added resellers (VAR) and established an advocacy plan for prompt response and resolution of urgent issues. Before taking on our partner programs, I headed up a premium end-user support program while overseeing a team of 11 technical support professionals. These efforts contributed to the acquisition and retention of major new accounts in the government, healthcare, and finance sectors.Some of my key duties included carrying out research and analysis of trends and data related to quality assurance and developing escalation processes. Likewise, I conducted network terrain audits, penetration testing, basic digital forensics, and thorough threat modeling to safeguard cyber assets. Some notable achievements:Enhanced mail security offerings through detailed market research and technology vetting leading to Borderware acquisition.Solidified security and access for Wi-Fi offerings by conducting elaborate testing and due diligence on technical specifications and off-the-shelf products.Recommended remote connectivity solution to improve cybersecurity with neutral connections to client networks and customer sites.Effectuated 23% improvement in Partner|VAR service level agreement (SLA) metrics in eight months.