- Partnered with 4 startups to provide program management and conduct product launches into established markets across multiple industries.- Led a remote team for 8 months to build an AI and LLM for a SaaS solution in the legal industry, reducing customer effort by 20% in producing case documentation.- Defined key user stories for an OCR solution in construction truck ticketing, leading to an 80% reduction in errors, improved user experience, and competitive advantage.- Provided services to a non-profit to design an educational tool guided by AI and educator interactions with students to reduce learning time by 15-30%.- Crafted product requirements and guided teams to integrate technology solutions, cutting user effort in key workflows by 20-40% within 2 quarters.- Partnered with product, sales, and marketing teams to launch a portfolio of Italian products in the United States and increase sales by 50% in the first year of US distribution.

- Led the development and optimization of multi-phase implementation processes for 2 SaaS web & mobile products, reducing effort by 30% and ensuring seamless adoption across 4 teams.- Directed the creation of 6 Salesforce Service Cloud workflows, driving a 20% surge in project profitability- Guided an 8-person sales team in winning 70 opportunities by demoing products to executive, accounting, field, and management personnel, expanding value by $2M.- Managed projects for remote and on-site training with 700 client stakeholders to ensure full value from new implementations, growing user engagement by 25%.- Advanced agile practices and coached staff in effective story writing for bug tracking and feature requests reducing customer interactions with development teams by 70%.

- Defined and executed roadmaps, leading a team of 12 in end-to-end product delivery of 3 major web, mobile, and hardware solutions.- Led the successful demo, closure, and onboarding of enterprise beta customers, maintaining a 70% satisfaction rate, resulting in smooth implementation and feature development.- Fostered partnerships with 6 industry leaders and led development of 22 integration features.- Led the successful full-cycle cloud migration of a telematics tracking platform with 15,000 endpoints, achieving 95% downtime reduction and 130% platform growth.- Partnered with marketing, sales, and customer success to execute successful go to market campaigns, orchestrating user adoption and engagement, and surpassing KPIs by 25-35%.- Introduced an inventive telematics tracking solution, acquired patent, and brought the new product to market, exceeding yearly adoption targets by 50%.- Influenced senior leadership with data-driven insights secured by extensive research with customers and quantitative analysis of software usage and feedback.- Owned the GTM product launch for 3 solutions, directing marketing and sales, and taking ownership of delivering verifiable results through agile feature and issue tracking.- Acquired sponsorship from senior stakeholders to perform experimental field tests with customers and provided feedback to drive the investment strategy for business development.- Performed comprehensive requirements research, defining over 400 user stories and using agile methodologies to roadmap and execute delivery of key functional improvements.

- Collaborated with cross-functional teams to overhaul service offerings, internal IT infrastructure, and organizational structure directly supporting a $20M growth in revenue.- Procured and led the implementation of Salesforce Service Cloud for 120 users with 9 workflows across sales, marketing, AR, professional services, and project management.- Led service product operations to monitor and evaluate customer feedback, maintaining a CSAT score of 8+ for the contact center team through data-driven insights.- Provided strong analytical and quantitative skills by using data and metrics to understand onboarding team performance and drive recommendations for workflow improvement.

- Utilized qualitative and quantitative data analysis to inform decision-making for server resource availability expansion, achieving a 99% availability and 15% cost reduction.- Rolled out over 12 internal tools that accelerated productivity and produced a disruptive PaaS solution that generated $3M in ARR.- Built a Microsoft Hyper-V platform with federated services to Microsoft Azure that supports 200 highly available VMs for development and QA/QC teams, reducing cost by 20%.- Fostered a “start from a place of yes” philosophy that aligned with business goals and produced a 9.2 CSAT across 7500+ tickets.- Managed domain, Active Directory, network security, VOIP, AWS, Microsoft Azure, SQL, WAN, switching, antivirus, ticketing and other required IT services.

-Guided a team of 12 to support 40,000 end users, surpassing 98% SLAs, and resolving 20,000+ tickets, ensuring high-standard service delivery via phone, email, and remote access.-Managed Avaya Call Center groups, rotation, forwarding, and endpoints for support, sales, front desk, and general population.