𝘘𝘶𝘢𝘭𝘺𝘴 𝘪𝘴 𝘢 𝘤𝘭𝘰𝘶𝘥-𝘣𝘢𝘴𝘦𝘥 𝘐𝘛, 𝘴𝘦𝘤𝘶𝘳𝘪𝘵𝘺, 𝘢𝘯𝘥 𝘤𝘰𝘮𝘱𝘭𝘪𝘢𝘯𝘤𝘦 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘳 𝘵𝘩𝘢𝘵 𝘥𝘦𝘭𝘪𝘷𝘦𝘳𝘴 𝘷𝘶𝘭𝘯𝘦𝘳𝘢𝘣𝘪𝘭𝘪𝘵𝘺 𝘮𝘢𝘯𝘢𝘨𝘦𝘮𝘦𝘯𝘵, 𝘐𝘛 𝘮𝘰𝘯𝘪𝘵𝘰𝘳𝘪𝘯𝘨, 𝘢𝘯𝘥 𝘸𝘦𝘣 𝘢𝘱𝘱𝘭𝘪𝘤𝘢𝘵𝘪𝘰𝘯𝘴.Reported to the Sr Technical Project Manager managing an $11M enterprise portfolio in collaboration with global support and engineering teams. Led initiatives to improve customer onboarding, retention, renewals, and tech issues to ensure optimal project outcomes. ▪ Developed comprehensive onboarding plans tailored to customer's unique requirements; managed 6-15 enterprise accounts, ensuring seamless integration and customer satisfaction. ▪ Oversaw multiple projects simultaneously, collaborating with cross-functional teams to meet client-specific guidelines; deployed advanced project management tools to exceed delivery expectations.▪ Employed VMware labs to troubleshoot complex client issues and implemented proactive measures to prevent recurring technical redundancies, optimizing resolution efficiency.▪ Interfaced with PM, engineering, and support teams to streamline communication and issue resolution processes, creating synergy across internal departments.▪ Established strategic plans for an ASV of $11 million, focusing on renewals and retention strategies; maximized revenue and significantly increased renewal rates. ▪ Implemented KPI metrics to track enterprise account performance; analyzed data to identify trends and areas for continuous improvement, resulting in enhanced service delivery. ▪ Provided expert guidance on cloud migration methodologies and refined commercial accounts utilizing AWS, GCP, and Azure to elevate client experience.

𝘐𝘷𝘢𝘯𝘵𝘪 𝘪𝘴 𝘢 𝘴𝘰𝘧𝘵𝘸𝘢𝘳𝘦 𝘤𝘰𝘮𝘱𝘢𝘯𝘺 𝘵𝘩𝘢𝘵 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘴 𝘶𝘯𝘪𝘧𝘪𝘦𝘥 𝘐𝘛 𝘢𝘯𝘥 𝘴𝘦𝘤𝘶𝘳𝘪𝘵𝘺 𝘰𝘱𝘦𝘳𝘢𝘵𝘪𝘰𝘯𝘴 𝘮𝘢𝘯𝘢𝘨𝘦𝘮𝘦𝘯𝘵 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴 𝘵𝘰 𝘮𝘢𝘯𝘢𝘨𝘦 𝘥𝘪𝘨𝘪𝘵𝘢𝘭 𝘸𝘰𝘳𝘬𝘱𝘭𝘢𝘤𝘦𝘴.Reported to the Director of Customer Success, overseeing 25-30 enterprise accounts with a budget of $24M, focusing on customer success and retention. Partnered with sales and engineering teams to execute strategic success plans to drive upsell opportunities.▪ Led the onboarding process for client accounts through 30, 60, and 90-day cycles to ensure smooth transitions and customized onboarding experiences based on complex requirements, client feedback, and business needs.▪ Served as a customer advocate by collaborating with product and engineering teams for roadmap enhancements; prioritized ongoing customer feedback in product development discussions to inform decision-making for leadership.▪ Conducted weekly or bi-weekly calls to address support issues and product challenges; established clients' trust by providing consistent support and communication.▪ Collaborated with sales teams for renewals, upsells, and increased product usage among clients; developed joint strategies with sales team members to identify upsell opportunities.▪ Developed succession plans aligned with client's business goals and future roadmaps; ensured that 100% of plans were actionable and measurable to maintain optimal project delivery outcomes.▪ Assisted clients with cloud deployments in AWS, Google Cloud, and Azure Cloud environments by providing technical expertise during migration processes; served as a POC to offer subject matter guidance and client success.▪ Facilitated the integration of Duo or Okta systems to the Zero Trust platform for enterprise customers; conducted ongoing workshops to educate clients on security best practices.

𝘖𝘳𝘢𝘤𝘭𝘦 𝘪𝘴 𝘢 𝘮𝘶𝘭𝘵𝘪𝘯𝘢𝘵𝘪𝘰𝘯𝘢𝘭 𝘵𝘦𝘤𝘩 𝘤𝘰𝘮𝘱𝘢𝘯𝘺 𝘵𝘩𝘢𝘵 𝘥𝘦𝘷𝘦𝘭𝘰𝘱𝘴 𝘢𝘯𝘥 𝘮𝘢𝘳𝘬𝘦𝘵𝘴 𝘥𝘢𝘵𝘢𝘣𝘢𝘴𝘦 𝘴𝘰𝘧𝘵𝘸𝘢𝘳𝘦, 𝘤𝘭𝘰𝘶𝘥-𝘦𝘯𝘨𝘪𝘯𝘦𝘦𝘳𝘦𝘥 𝘴𝘺𝘴𝘵𝘦𝘮𝘴, 𝘢𝘯𝘥 𝘦𝘯𝘵𝘦𝘳𝘱𝘳𝘪𝘴𝘦 𝘴𝘰𝘧𝘵𝘸𝘢𝘳𝘦 𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘴.Under the direction of the Sr Manager, provided technical support for SaaS platforms and facilitated the integration of Ravello Systems into Oracle Cloud. Structured training sessions for Oracle Support and engineering teams to resolve complex cloud issues.▪ Partnered closely with Engineering/PM/Sales to address customer bug/enhancement issues; streamlined reporting processes for faster resolution times.▪ Supported sales engineers on pre-sales calls by resolving technical issues for potential customers; demonstrated product capabilities through live demos.▪ Collaborated with AWS and Google Cloud teams to resolve VM instance issues by implementing best practices for cloud resource management.▪ Reproduced technical issues in-house before escalating them to Engineering for bug fixes; documented findings in detailed reports for future reference; utilized WebEx for live troubleshooting sessions. Developed troubleshooting guides for common network issues and managed customer inquiries; leveraged Zendesk and Jira for incident reporting to ensure ticket resolution within SLA timeframes.

𝘞𝘩𝘪𝘵𝘦𝘩𝘢𝘵 𝘪𝘴 𝘢 𝘸𝘦𝘣 𝘢𝘱𝘱𝘭𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘴𝘦𝘤𝘶𝘳𝘪𝘵𝘺 𝘤𝘰𝘮𝘱𝘢𝘯𝘺 𝘱𝘳𝘰𝘷𝘪𝘥𝘪𝘯𝘨 𝘢𝘶𝘵𝘰𝘮𝘢𝘵𝘦𝘥 𝘢𝘯𝘥 𝘮𝘢𝘯𝘶𝘢𝘭 𝘢𝘱𝘱𝘭𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘴𝘦𝘤𝘶𝘳𝘪𝘵𝘺 𝘵𝘦𝘴𝘵𝘪𝘯𝘨 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴.Reported to the Manager and led 30 SMB/Enterprise accounts on technical issue resolution and account renewals. Designed escalation processes and trained L1/L2 engineers in networking, achieving a three-year subscription renewal worth over $1 million.▪ Streamlined the onboarding process for customer applications, ensuring quick deployment; reduced average onboarding time by implementing new methods and tools. ▪ Served as the SME for technical escalations, collaborating with Development, Product Management, and Engineering teams to resolve complex bugs and enhancement requests.▪ Authored knowledge base articles to document solutions for technical challenges; developed troubleshooting guides for network issues.▪ Managed 20 to 30 enterprise accounts, focusing on renewals and satisfaction; established long-term relationships and customer loyalty; served as POC for technical escalations, ensuring timely issue resolution. ▪ Coordinated between customers and internal teams to address urgent concerns; used network tools and Linux commands to diagnose complex networking issues; trained L1 engineers on networking concepts and troubleshooting techniques.