Pete Lauria, Mba, Pmp, Cxac (Cert) Email & Phone Number

New Jersey, United States

Englewood Cliffs, New Jersey, US

Leading a team of Technical Account Managers for the East region deploying cloud data backup solutions for Salesforce environments.Strategize on process standardization and KPI tracking for a growing TAM services program.

San Francisco, California, US

• Drive customer success through product utilization, optimization, and implementation of Zendesk SaaS suite and AI capabilities.
• Collaborated on a shared technical roadmap and tailored AI solutions to deliver a consistent on-brand customer experience for a global retail brand (AMER, EMEA, APAC).
• Implemented customer experience process improvement strategies and AI technologies that achieved 55% increase in agent productivity; 94% reduction in article downvotes; $986k cost efficiency savings.
• Tailored dynamic service delivery processes and custom reporting across a 32-country delivery area that enabled a telecommunications company to increase customer satisfaction by 80% and reduce duplicate case load by.

Redmond, Washington, US

• Lead customer’s overall Success and Support experience by rallying the team around customer’s priorities, orchestrating the delivery of engagements and projects across the clouds, and keeping business-critical.
• Assisted venerated brands to meet modern expectations increasing market share by eliminating legacy systems. Attracted a new generation of employee and customer demographic by streamlining the sales process with cloud.
• Conducted comprehensive Risk Assessments to mitigate risks associated with Microsoft tech stack implementations.
• Strategic customer-aligned partner formulating comprehensive forward-looking Service Delivery Plans around cloud technologies.
• Collaborate with customer and Microsoft stakeholders to build a joint customer health, modernization, and secure transformation strategy by identifying and prioritizing key business outcomes.
• Accountable for the overall orchestration of deployment and value realization of the full portfolio of cloud and on-premise workloads for banking industry customers.

Redmond, Washington, US

Created a new pipeline to supply skilled talent for the Services division by creating a formal college student mentoring program to grow diverse talent and foster strong business relationships between students and Microsoft. Increase confidence, competence, career planning and cultural awareness by exposing students to an inclusive culture, future.

Redmond, Washington, US

• Directed a rapid response team to restore datacenter service post-Hurricane Sandy for a $1.7B multi-national firm.
• Served as a single point of contact for managed professional services customers to the Microsoft Services organization ($$3.5M book of business).
• Owned the customer relationship for a portfolio of Fortune 500 firms in the financial services vertical to ensure success with investment in Microsoft cloud and on-prem solutions.
• Provided project management and resourcing to leverage proactive services offered by Microsoft to ensure adoption, utilization, and realization of value of Microsoft products and services.
• Partnered with customers to formulate a comprehensive forward-looking Digital Transformation Strategy.

Pennsauken, New Jersey, US

• Generated new business and provided technical leadership to build the Enterprise Integration Solutions division in the NY/NJ market, with a primary focus of implementing Microsoft-based solutions to enterprise clients..
• SME in Microsoft productivity technologies including SharePoint and Project Server solutions.

New York, US

Provided strategic direction to Infrastructure, Support and Development teams to support 18 sales offices and 3 factories globally. Envisioned and executed a three-year strategic initiative plan to automate manual processes and replace legacy systems with secure enterprise grade solutions. Orchestrated a nation-wide MPLS network infrastructure upgrade with.

Garden City, NY, US

Provided strategic planning and envisioning expertise to senior IT executives in a variety of verticals. Engineered secure technology solutions that map to corporate and divisional objectives. Pre-sales, customer presentations, new business development and training. Provided high-level leadership internally to support engineering and sales teams. Subject.

Master Of Business Administration (M.B.A.), Cis

Professional Certificate In Cx, Customer Experience

Graduate Certificate, Business Information Systems

Certificate, Project Management

Bachelor Of Science, Architecture; Historic Preservation