I boosted client productivity through sophisticated call routing architecture, aligning client business goals with customized app solutions. I fostered collaborative client relationships, serving as onboarding Subject Matter Expert, resolving queries, managing product testing, and advising on technology optimization/best practices. Key highlights include:• Advanced user adoption and product integration, leading bi-weekly onboarding webinars focused on basic/ advanced platform features and functionality.• Raised client understanding of technology, optimizing content delivery in collaboration with training team.• Promoted to Customer Success Manager, increasing revenue through innovative call routing solutions.

I expanded product adoption for this internet start-up, serving as the first point of contact for clients. I quickly answered inbound product questions via calls, emails, and IM chats, identifying and upselling potential business solutions. Key highlights include:• Grew SaaS product awareness through content creation including public articles and thought leadership.• Utilized SEO techniques to drive growth, troubleshooting Google Analytics and Google Adwords results.• Researched accounts through consultative approach, focusing on “the art of the possible” prior to onboarding.

I streamlined our corporate IT infrastructure, bolstering operations across 13 restaurant locations in Washington DC, Virginia, Maryland, and California. I identified and deployed key technology improvements, collaborating with IT vendors, providers, and external partners. I also procured and deployed corporate/restaurant IT hardware. Key highlights include:• Instituted technical standards across corporate office and restaurants, analyzing metrics to determine universal support issues and delivering standardized technical solutions.• Deployed new technologies across 13 locations, upgrading ISP connections and hardware and configuring SonicWall firewalls.• Continually bolstered IT operations, identifying/vetting vendors and forming relationships with technology partners including Dell, Microsoft, Verizon, Adobe, Sonic Firewall, and Aloha PoS.

I strengthened IT operations for internet-based “Daily Deals” product, leading up to 25 system administrators and help desk staff members across 5 countries. I actively managed cloud-based systems operations including email services, Google apps, and Box.com. I created technical budget forecasts, allocating financial resources. I also collaborated with cross-functional team leaders, participating in PCI auditing process. Key highlights include:• Established corporate computer hardware standards across 4000 global users, continually identifying new products and services for technical infrastructure improvement.• Built high-performing IT organization focused on retention and continuous improvement, identifying needs, coaching team members, and utilizing training and development programs.• Optimized IT infrastructure via initiatives including two-factor authorization (2FA) for cloud-based systems, global mail service migration into master domain, corporate domain management, and Sophos Anti-Virus, AirWatch MDM, and Spanning software deployment.• Served as Corporate Liaison for IT vendors/contractors, managing global Microsoft Enterprise Agreement.

Supported 4000 global Windows/Mac OS users, managing a 25-person help desk to resolve key technical issues. Led US hardware/software procurement, collaborating with global offices to vet local vendors. Identified system upgrades, evaluating support ticket performance metrics to find trends.• Boosted productivity and end user experience, introducing Salesforce.com-based ticketing system and creating on-call support procedures focused on after-hours emergency processes and SLA standards.• Updated operational structure based on business goals, managing data retention programs in domestic/ global office closures while rolling out IT services for Seattle, Tucson, Cleveland, and Santa Monica offices.• Originated global help desk support strategies including Follow-The-Sun support process for offices in Seattle, Washington DC, London, Paris, Dubai, Jakarta, and Sydney.•Contributed to deployment of Active Directory to US, UK, SE Asia, and Australia, collaborating with regional IT teams and solution architects.

I delivered IT leadership for this healthcare education leader, serving as administrator for systems and servers including Inter-Tel, Microsoft Exchange/Active Directory, and Windows/Apple workstations. I managed a wide range of activities including hardware/software procurement/management, VPN account administration/support, wireless device support, and vendor relationship management. Key highlights include:• Launched help desk operations, resolving technical issues for 400 end users and 3 corporate locations via internal help desk content focused on routine issues and questions.