As a Strategic Advisor I act as the outsourced/virtual CIO for a set of clients at CTS, working from a place of understanding the underlying organization goals and how to prioritize technology spending and initiatives to help achieve them. I am responsible to analyze each client’s technical environment, their business goals as it relates to technology, and develop a long-term IT roadmap and budget.I am a trusted technical advisor for clients for any ongoing technical questions/conversations including those involving third-party vendors and solutions to ensure partnership and success towards a client organization's overall technology and cybersecurity strategy and goals. I also take part in the solution development process, working with CTS' Product Innovation Teamto identify and develop new solutions.My previous experience as a Client Manager empowers me to support clients from a space of partnership and empathy, so they feel heard, understood, and in control over projects and initiatives that can sometimes seem very nebulous and separate from their mission.

As as Senior Client Manager my next goals are to help our clients better understand their budgetary needs around technology, and create clear financial plans into the future, taking advantage of funding and grants.

CTS continues its mission to provide cutting-edge, cost-conscious technology solutions that benefit educators, students, and their families. When a school has the right technology plan, executed by the right people, it impacts an entire community.

*Main client touchpoint for client success and strategy (QBRs / etc) to ensure products and configuration were meeting their needs and to advise on new technology that would be beneficial to them. *Managed a team of customer service and support personnel, and guide operations in all steps of customer experience, with an emphasis and expertise in pre-sales, sales and account management. *Collaborate with prospective clients to design and propose solutions that would provide tangible benefit to their own operations, efficiency, and profitability. Partner with engineering and installation departments to ensure proposals and pricing were accurate and expectations transparent to clients.*Serve as a product expert along all stages of the customer experience. Stay up-to-date on new technology releases, both our own and third-party (Microsoft, Google, Cisco, Polycom, third-party software specific to client needs)*Worked closely with the engineering team and assist to plan, test and coordinate the roll-out of new features and system upgrades.*Vendor Management - Telecom Suppliers, Backbone Internet Providers, Colocation/etc.*Partner Success - worked with MSPs, independent consultants and telecommunications resellers to help their own clients succeed.*Extremely skilled with VoIP technology and LNP (Local Number Portability) process, including handling port rejections and navigating the escalation procedure according to FCC regulations.

Solved issues with AceDSL service, including escalation of trouble tickets as needed with the underlying phone provider. Thoroughly troubleshoot individual customers based on network setup and wiring layouts.Assist clients by phone or e-mail for other customer service related issues such as e-mail or website hosting.Developed a foundation of understanding of Linux and Cisco commands and Linux file structure to be able to do advanced troubleshooting of e-mail, web, and VoIP issues based on log analysis.My leadership skills, rapport with clients, and ability to learn and understand different technologies led to me being promoted to Service Manager within Acecape.