Responsible for customer operations and manufacturing/fulfillment operations of LensLock Richardson. This includes all Procurement, Fulfillment, and assemble of LensLock products and all post sales customer deployment and service.

Lead omnichannel contact center that provided Customer Service and 24/7/365 Technical Support for all WatchGuard products across all 8,000 global law enforcement agencies. • Provided Technical Support for over 80,000 devices, 24,000 Windows Servers, and 12,364 cloud users.• Redesigned WatchGuard contact center to become the main customer support team for the Motorola Solutions Video Security and Analytics division. • Expanded SaaS support team in anticipation of serving as the primary support team for the latest Motorola Evidence Ecosystem. • Redesigned Order entry systems and increased order entry efficiency by 40% eliminating over time hours and drastically improving Order entry team satisfaction. • Launched five new products into service organization on a decreasing headcount and maintained over 90% customer satisfaction.• Helped achieve a $1 million reduction in General and Administrative (G&A) costs.• Created certification process and quoting process that leveraged in-house radio shops to perform new product installs; generated $300,000 in new business for MSI.• Lead WatchGuard side of Motorola/WatchGuard integration after Motorola’s acquisition of WatchGuard Video

Managed Service and Support Department that consisted of a Customer Service, Technical Services, Project Management, Large-Account Support, IT, Professional Services, and Product Training. Maintained 24/7/365 support with a minimum number of call center employees. Provided industry leading top-level support for body-worn cameras, in-car cameras, evidence management on-premises, and evidence management SaaS.• Member of the senior leadership team that took the company from $0 - $110 million in annual revenue and dominated the Law Enforcement Video market space. • Designed, built, and managed a Customer Support Contact Center that provided product support, returns management, and routine customer service for the entire customer base across all WatchGuard product lines. • Built processes, procedures, and metrics designed to deliver best-in-class customer experience. • Provided Technical Support for over 80,000 devices, 24,000 Windows Servers, and 12,364 SaaS users.• Created Premier Support team to addresses the unique needs of the large municipalities (Detroit, Houston) that billed $375000 annually.• Created a Fielded Reliability Team that used contact center data to identify and correct issues that were behind 40% of the customer calls. This increased product lifespan by 75% in the first year, effectively lowered annual warranty costs related to core products by over $1 million and decreased the overall support headcount. • Developed 10% of entry-level employees into mid- to senior-level managers including one VP.• Developed and implemented system processes and procedures that insured defective product was returned from the customer. In the first year alone, this prevented approximately $4m of lost inventory.• Conceived a system for tracking warranty status that allowed for charging for out-of-warranty work and automated the sale of extended warranties. The benefit potential was $800,000 a year in new extended warranty sales and revenue.

Led team of 20 that supported bar-code hardware and software products manufactured or original equipment manufactured by Wasp Barcode. Developed the industry’s first “Sell It and Forget IT” support model, allowing smaller partners to sell products without technical support or RMA burden. Expanded Wasp Barcode into the European market. Supported software developer products by providing sophisticated toolsets used by technicians that allowed elementary “debugging of code” by non-programming technicians. Designed and built support organization from the ground up; implemented ITSM (Parature) as a cloud-based support system and full online customer portal, which allowed for KB search and trouble ticket entry. Managed inside sales team. Supported products sold through the retail storefront. Integrated the enterprise systems, hired, and developed the sales and support talent, leased warehouse and office space, and created the strategy for fulfilling product from European office.