Michael S. David Email and Phone Number

• Trusted advisor and IT partner• Responsible for strategic and major accounts

Customer SuccessServing as a dedicated customer advocate and business partner, I efficientlyhandle a diverse portfolio of clients encompassing early-stage startups and enterprise-levelcompanies within the technology and life sciences industries. My responsibilities span across crucial aspects, including seamless client onboarding, robust client retention strategies,continuous monitoring of client engagement through Key Performance Indicators (KPIs), andconducting quarterly business reviews. These reviews not only help mitigate renewal risks but alsouncover potential expansion opportunities.Key Metrics• Maintained an outstanding average Customer Satisfaction (CSAT) score of 97%.• Achieved an impressive client Retention Rate of 98%.• Consistently grew annual recurring revenue (ARR) by 15%+ year over year.Project ManagementAs a Client Success Manager (CSM), I am responsible for projectmanagement across my entire portfolio of clients. This involves leading initiatives such as networkinfrastructure upgrades, systems infrastructure, and Software as a Service (SaaS) deployments, aswell as overseeing building expansions and office moves.Technical Experience: AWS, GCP, Azure, Google Workspace, Aruba, Juniper, Fortinet FortiGate,Cisco Meraki, Microsoft technologies (MS 365, EntraID, Intune, Defender), Okta, WorkspaceOne,VMware, ESXi, NetApp, Synology, Proofpoint, Zoom Rooms, and Endpoint Detection and Response (EDR) solutions such as Carbon Black and Trend Micro.

As an Investment Advisor Representative and fiduciary, I helped my clients by creating acustomized portfolio through a holistic and educational approach.I led, developed and personally trained a diverse team of agents and advisors and built a successfulbook of business with multiple office locations in the bay area.My team and I helped with: 401k Rollovers, 401k for businesses, Retirement Planning, CollegeFunding, Insurance, Tax Efficient Strategies, Passive and Active Investment Strategies, Short-termSavings (Emergency Fund), Long-term or Mid-term Savings for major purchases such as a homeor family vacations, Wealth ManagementState and Federal Licenses: Life, Accident, and Health Insurance License (California), Series 6,Series 63, and Series 65 Securities Licenses

Led change management strategies and OCM activities for global projects in a highly complex IT environment with over 100,000 employees. The main point of contact between application owners, project managers and the operations support teams with the release or implementation of new services and applications into production. Ensured a smooth transition of new operational services while minimizing end-user and Service Desk impact.• Forged key partnerships and engaged stakeholders throughout the project and developmentlifecycle in order to raise awareness and ensure the high adoption of new applications andservices.• Led and participated in change advisory boards (CAB) with high-level stakeholders to reviewproposed RFCs and assess organizational impact and business risk.• Developed and delivered training programs for new services in collaboration with applicationowners and coordinated with regional and local service desks and support teams.• Partnered with Service Desks and coordinated technical pilots in order to test the viability ofnew applications and solutions and ensure changes and new releases does not negatively impactService Level Agreements (SLAs).• Drafted and delivered communication packages for the different service desks and operationsteams in over 100+ locations worldwide.• Established metrics and monitored KPIs on the impact of releases on the operational teams andthe regional and local support teams to drive improvements for future implementations.• Pushed automation opportunities for request and change management to reduce escalations ofincidents by enforcing knowledge management usage and validation of KM data.

Led enterprise IT support for the telecom infrastructure and mobility support for over 2000+ users in a $1 billion division for a Fortune 500 medical device company.