Peter Bacon Email & Phone Number

Millersville, MD

• 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.
• 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.

Severna Park, MD

• 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.
• 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.

Washington D.C.

• 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.
• 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.

Washington D.C.

• 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.
• 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.
• Served as Corporate Liaison for IT vendors/contractors, managing global Microsoft Enterprise Agreement.

Washington, D.C.

• 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.
• 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.

Washington D.C.

• 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.
• 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.

Business

Dvd Architecture And Authoring