Spearheaded team of 35+ professionals in championing pre-and post-sales service and engineering functions, encompassing professional services, customer success, education, project management, and sales engineering for this leading-edge SaaS software entity. Set up and maintained full-scale customer portal to provide access to hundreds of new educational assets, account data, and support tools. Deployed key metrics and software tools, such as Salesforce Service Cloud and Experience Cloud to improve visibility and customer self-service options. Raised implementation success rate by 30% to 100%; decreased support response time from 10 to three hours and customer effort score by 23% in less than six months. Generated $1M+ in Annual Recurring Revenue (ARR) within the first 12 months of rolling out consulting, recurring consulting services, and billable protocols.

Directed 140+ team members in onshore and offshore contexts across seven countries in driving new growth and synergies for onboarding services of 20+ products, representing $15M in yearly service revenue, for this leading IT software and services provider. Designed and applied quarterly strategic plans, KPIs, and targets per company goals. Fused sales, marketing, and operations teams to perform maximally in competitive markets. Expanded team revenue to $15M annually, while improving project completion time by 70%, headcount by 30%, quality score by 98%, and average response time by 70%, with attrition rate stabilized at less than 5%. Steered unit through major transition that focused on achieving KPIs and smoothly integrating many new and acquired products.

Managed 75 professionals in providing and supporting critical client services, including work scope definition, project execution, and solution delivery. Generated regular performance reports and updates for executive decision-making. Successfully steered an intricate consolidation process to centralize previously isolated technical services units. Optimized client-facing development services for all products, while aligning roles and teams to achieve peak organizational impact.

Led cross-functional team in providing and supporting innovative software solutions. Formed and supervised a 45-person group of project managers, software developers, and consultants in designing and deploying innovative software solutions. As Project Executive completed complex client engagement and surpassed KPIs. Continued as Thought Leader and Keynote Speaker for IT Nation conference. Efficiently reduced software installation time by 75% after restructuring the team and rationalizing processes; also restored a positive reputation for the service delivery unit to achieve 96% satisfaction score. Led company in adopting new documentation platform for internal processes; also incorporated Ideal Team Player principles for hiring and management procedures.

Advocated new services and application features to raise brand awareness and increase revenue with up to 12 staff. Implemented specialized software solutions for Extracting/Transforming/Loading (ETL) data that enabled 500+ competitive takeaways in the first year. Selected and managed the integration of a new foundational in-app BI platform for all customers and helped in delivering 100+ new BI reports and dashboards that supported data-driven decision-making for customers; also instituted Scrum framework to promote process agility and efficiencies. Keynote Speaker at IT Nation conference and conducted training labs and sessions for user groups.EARLIER EXPERIENCE: Retail Process Engineering, LLC, Tampa, FL | IT DIRECTORInitially hired as consultant and promoted to oversee eight staff in managing IT operations, purchasing, systems support, database management, client services, and vendor relations; also managed annual SAS 70 Type II audit.The Goldman Sachs Group, Inc, St. Petersburg, FL | NETWORK ADMINISTRATOR | DATA ANALYSTPersonally designed and deployed innovative applications to streamline and enhance loan servicing; also gained expertise in administering servers, networks, desktops, and laptops.Jumbo Sports, Tampa, FL | SYSTEMS ANALYST | IT LIAISONPromoted through multifunctional roles, such as Merchandise Controller, Merchandise Analyst, Assistant Hard Goods Buyer, and Retail Sales Associate because of excellent job performance and business savvy.