John Morro Email and Phone Number

•Technical Lead and Program Manager for 6 Enterprise customers totaling over $10 million in ARR •Plan and implement technical roadmap aligned to customer priorities for multiple business units•Manage resources and help deliver technical outcomes resulting in improved Agent efficiency, reducing ticket wait and handling times and increasing CSAT •Consult on business processes, workflows, governance, change management and training to ensure best in class customer experience•Impact customer success by ensuring maximum product utilization, optimizations and integration with 3rd party applications to meet customers’ business strategies•Operate as key contributor and program consultant for Zendesk’s Premier Enterprise support offerings, featuring cross team collaboration, process documentation, continuous improvement and ROI•Partner with Sales and Success ensuring customer retention and revenue expansion

• Primary point of contact for a global professional services client LOB with $15 million in ARR• Lead orchestration and implementation of Cloud Services for Azure, Modern Workplace / M365 ensuring customer business outcomes were achieved•Drove adoption and consumption of purchased Services and Licenses of Cloud Solutions• Identified Digital Transformation opportunities of workloads for refactoring and replatforming •Responsible for Account and Program Planning, Strategy, and contract renewals• Lead Application Performance Optimizations delivered by Microsoft Test Team to increase processing speed and power, reduce latency and provide greater resilience• Formed internal partnership with Microsoft Support to deliver white-glove customer experience •Accountable for reactive support, engaged and managed critical situations and escalations

• Conducted sales presentations of Portfolio & Research Management System Hedge Fund CRM to C-level executives, Managing Directors, Portfolio Managers, Analysts and Operations Team at Fund of Funds, Family Offices and Endowments & Foundations• Generated leads for new business with targeted marketing, calls, social media outreach, email campaigns and networking• Managed the entire sales process from initial contact, product demonstrations, contract negotiations and signing through on-boarding and handing off to Client Service• Coordinated internally with Support, Development and Infrastructure to prepare custom demonstrations of product capabilities in order to facilitate deal closings• Tracked all contacts and correspondence with prospects in internal CRM and manage the sales cycle (average 12 months)• Employed Challenger Sale techniques to generate over $300,000 (120% of quota) of new sales in 2016 and over $220,000 (108% of quota) of new sales in 2015• Managed the closing of a $100,000 deal (with the option to double) with one of the world’s largest fund administrators

• Central point of contact and coordination for 35 hedge fund clients ranging in AUM from $250 million to over $5 Billion to help support their technology and infrastructure needs • Generated $1.46 million in sales to existing clients in 2012 • Achieved over 100% of quota in 2011, 2012 and 2013• Project managed minor to mid-level projects such as server installs, encryption and archiving• Worked with technical team leads, engineers and project managers to implement solutions for clients technology infrastructure such as servers, storage systems, internet/voice circuit coordination, networking and disaster recovery • Managed and maintained $2.5 million of existing pipeline of opportunities in Salesforce for client retention rate of 98% year over year

• Responsible for outreach to qualified IT vendors to drive new account growth• Implemented a ‘touch’ program to increase client contacts via phone or email by 50% a month in order to foster better relationships and drive new sales • Grew client outreach over 20% by utilizing Salesforce to manage and track effectiveness of sales campaigns • Compiled calling lists from databases and increased prospective vendor list by over 15%

• Traded IPO's, secondary equity market, new issue corporate bonds and preferred securities • Analyzed and assess suitability of new issues the fund will be trading • Planned daily trading strategy utilizing research and data from sales calls of major investment banks• Gauged risk of the fund based on market conditions and adjust investing strategy accordingly• Calculated P&L for class action lawsuits and determine eligibility for participation • Recorded and track P&L of accounts for performance purposes and adjust allocation of funds accordingly• Handled settlement issues of all trades; includes entering trades into web-based trade blotter, resolving trade breaks

• Conducted fundamental analysis of companies using publicly available financial information in order to identify and evaluate potential restructuring and recapitalization opportunities• Summarized financial results and operating metrics • Analyzed capital structure and key provisions of debt and equity securities• Performed comparable company and transaction valuation analysis • Assisted in the design and development of a newspaper industry report • Supported the development of numerous presentations describing distressed opportunities to potential clients and distressed investors

• Traded IPO’s, secondary equity market, new issue corporate bonds and preferred securities • Analyzed and assessed suitability of new issues the fund will be trading • Planned daily trading strategy utilizing research and data from sales calls of major investment banks • Gauged risk of the fund based on market conditions and adjust investing strategy • Recorded and tracked P&L of accounts for performance purposes and adjusted allocation of funds accordingly• Handled settlement issues of all trades; includes entering trades into web-based trade blotter, resolving trade breaks• Compiled weekly list of indications of interest for distribution to firms for upcoming syndicate offerings

• Traded order flow for large institutional accounts as well as proprietary trading • Responsible for maintaining positions of over 50 stocks • Reconciled positions on daily break report • Worked with Eagle Trading System (in-house OMS)

• Executed orders for Corporate, Convertible, Emerging Market, Mortgage Backed, Euro and Yankee bonds for portfolio managers and clients worldwide • Recommended securities and developed investment strategies for account executives and extensive client base • Attended daily meetings with Government and Municipal bond traders to assess market conditions• Prepared weekly spread table and commentary on Corporate market for distribution throughout the bank