Held oversight for advancing the transformative design and execution across all internal processes, infrastructure, HR policies, sales, and engineering capabilities. Crafted consistent processes across accounting and marketing functions, products, and services as well as developed financial and sales metrics to ensure goals were met. Created a strategic roadmap for a robust marketing and rebranding strategy and spearheaded the conversion of legacy clients to sustainable and recurring contracts. Introduced and rolled out project management methodology and improved onboarding processes for customers. Additionally, contracted as the CIO for a client to overhaul end-to-end processes, implement cost-saving programs, and elevate operational efficiencies.

Recruited to identify and implement cost-saving operations on a global scale and successfully champion the transition from a managed service to a high revenue-generating SaaS business mode. Oversaw full-scale customer acquisition projects and technical systems, data sets, and operational assets. Developed standardized processes to enable consistency across strategic account management, referral building, and expansion efforts. Developed incentive plans and designed a customer intelligence roadmap for product enhancements, customer migration projects, and the implementation of Salesforce. Engaged with C-suite executives on project updates and redlined operational delivery commitments in MSAs and SOWs to ensure ROI commitments were met.

Held oversight for global operations, manufacturing, supply chain, sales, quality assurance, IT / MIS, and HR across the United States, United Kingdom, and the Netherlands. Directed transformative efforts to automate processes and redesign a strategic roadmap with an improved infrastructure to positively impact EBITDA and cash flow. Designed a companywide scorecard that aligned with strategic improvements across revenue, market share, gross margin, and revenue per employee. Utilized Lean Six Sigma methodologies to spearhead the merger of 3 separate operational structures into 1 cohesive unit across manufacturing and all business processes.

Began career as Manager of Corporate Quality under Veramark Technologies; oversaw the successful merger with 3 separate Telecom entities to form Calero Software. Earned a promotion to Director of Operations with oversight for the complete IT Lifecycle, expense reduction, new account integration, process improvement, and standardized procedures across all functional departments

Responsible for developing KPI measurement standards for productivity, quality, and capacity utilization. I managed projects that deployed web-based applications to track and aggregate productivity results to approximately 2000 users and led efforts to document requirements for business reporting and project development through interviews, document analysis, requirements workshops, surveys, business process descriptions, and task workflow analysis. Working with a team of analysts we created systems to track, measure, and report on contractual triggers and performance metrics including Service Level Agreement compliance and SLA amendments. We provided analysis and recommendations for service requests, reconciled against contractual obligations, and evaluated capacity utilization for offshore vendors.