Manage all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to clients.

* Strategic Consulting, including business plan & sales strategy development.* Brand development, web site traffic growth, web site UI and functionality design. * Negotiate all initial supplier and manufacturer negotiations.* Design, build and implement customer relationship management software.

* Defined and executed strategy to transform organization into a Sarbanes-Oxley compliant, PCI and HIPPA certified organization. Led organization through multiple successful external audits.* Established and institutionalized process automation practices across the business, resulting in lower costs and higher revenues. * Led transformational infrastructure upgrade introducing virtualization, central system management and proactive monitoring and maintenance. * Led organization through multiple acquisitions necessitating expansion of services and consolidation of infrastructure. * Introduced shared service model to reduce ongoing operating costs, including rollout of global IT helpdesk and centralized support. * Transformed I.T. into a direct contributor to revenue.

* Management of a diverse international team of IT professionals on three continents providing “follow the sun” coverage and support. * Expertise in translating complex technical issues into business documents, presentations, and technology plans.* Strategic planning and implementation of new high density, high availability infrastructure utilizing VM Ware ESX, NetApp SAN, Cisco WAN/LAN, VPN, SolarWinds monitoring, Microsoft Active Directory, Scribe Insight data integration, Microsoft Sharepoint, Linux, Apache, MySQL and PHP and other technologies. * Orchestrated relocation of entire infrastructure to new office facility with minimal downtime and zero interruption to customers and business.* A driver of cost savings initiatives, including leveraging a single source telecomm provider and consolidated billing. Negotiated 40% reduction in telecomm rates; identified cost-effective solutions with high ROI.

* Lead architecture and development of MS-CRM implementation for the Onity branch of the Fire & Security division. Project delivered on time and on budget. * Product and implementation manager for Scribe data migration and integration software.* System administrator for company’s Linux based Apache webservers, Sendmail and Majordomo 2 systems.* Enterprise administrator for company’s global Active Directory infrastructure.* Performed end to end architecture, design and support for company’s intranet, web systems, and Active Directory replication infrastructure. * Act as a liaison between upper management and Information Technology.* Translate complex technical issues into plain language executive overviews to assist in developing an overall strategic plan for Information Technology Services.* Assist project management team in ERP planning, deployment and support turnover procedures.* Assist in the design data mapping and migration strategy for ERP conversion to Microsoft Navision Attain.

Lead architecture and development of Coca-Cola's E-Supply Chain implementation. Created significant cost savings by providing web interface to Coca-Cola's ERP solution (SAP) eliminating the cost of an SAP workstation rollout. Additionally, clients accepted this user interface as intuitive. This eliminated costly SAP GUI training. Revenue volume of this application exceeds $2.1 Billion (US) annually. Complete ROI was attained in under 60 days.Deployed first multi-tiered e-commerce application in the Coca-Cola CBS environment.Led architecture and design of Coca-Cola’s information kiosks.Designed and supported over 50 Lotus Notes/Domino Applications.Global Product Manager for SAP GUI 4.0b and 4.6a desktop client. Worked closely with domestic and international clients to resolve issues, develop product enhancements and support procedures.Project Manager for SAP GUI 4.0b and 4.6a desktop deployment & SAP GUI Business Information Warehouse 1.2 desktop deployment.