*Led full-cycle project management, ensuring timely delivery, budget compliance, and alignment with industry quality standards.Developed and executed detailed project plans, reviewed critical documentation, prepared progress reports, and managed deployment and project closure activities.Defined and implemented technical requirements to resolve issues and meet product, platform, and infrastructure goals.Directed cross-functional, global teams to upgrade systems across multiple product lines, driving seamless integration.Spearheaded program planning initiatives, ensuring accurate tracking of team hours to enhance accountability and operational efficiency.

• Independently reviewed and verified infrastructure changes of moderate complexity and risk, ensuring adherence to pharmaceutical change management processes and CAPA procedures.• Resolved technical incidents within IDF and MDF environments, managing long-term IT hardware portfolios in local data centers.• Managed asset tracking and service ticket creation/monitoring in ServiceNow for critical manufacturing applications and hardware.• Led incident management policies and CAPA regulatory requirements, optimizing support operations for increased efficiency.• Enhanced cooling efficiency by adding adiabatic cooling, repositioning vents, and increasing humidity to meet ITIL standards, reducing hard drive failures by 28%. Established static strap rules for vendors and improved backup and recovery options for IDF and MDF racks.• Reduced system downtime by enforcing ITIL standards, streamlining patching, infrastructure engineering, dependency management, and backup processes. Supported Root Cause Analysis (RCA) and contributed to problem-solving via SharePoint.• Collaborated with team members to resolve cross-technology incidents, engage in cross-functional initiatives, and educate customers, ensuring seamless operations with key customers and partner personnel.Managed asset tracking and service ticket creation/monitoring in ServiceNow for critical infrastructure applications.• Implemented adiabatic cooling and optimized backup options, reducing hard drive failures by 28%.• Collaborated with team members to resolve cross-technology incidents and engage with key customers for seamless operations.

Delivered and executed network strategy and topology planning for Microsoft Corporation, focusing on large-scale infrastructure projects.• Collaborated with external suppliers for the global acquisition of cloud software, enterprise, multi-tenant, hyper-scale, and edge infrastructure.• Led negotiations and fostered business partnerships with high-tech providers, supporting Edge and Enterprise infrastructure and internet technologies.• Managed multiple Statements of Work (SOW) contracts for ISP, OSP, Dark Fiber, Wave, Cross Connects, IRU, and Demarcation box locations, overseeing both new installations and remodeling efforts.• Directed technical account program management for cage/rack expansions and power augmentations, ensuring smooth infrastructure scaling and operational efficiency.• Worked closely with Microsoft’s legal team for contract amendments and supported the onboarding of new customers.

Increased customer renewal rates and sustained usage across Azure, Google Cloud, and Amazon Web Services (AWS). Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, and recommendations, and drive actions. optimization strategies, efficiency, and maximizing cloud resource utilization. Evaluated customer public cloud operations and hybrid environments to tailor go-to-market strategies, leveraging multi-cloud and on-premises management solutions. • Monitored customer satisfaction (CSAT) and health reports to prevent churn, maintaining an 8.8/10 score through third-party surveys.• Conducted quarterly business reviews (QBRS) to assess customer key performance indicators across Azure, Google, Oracle, and AWS platforms.• Utilized net promoter score (NPS) methodology to measure customer impact, achieving an average score of 81% and driving high retention rates.• Acted as a cost management specialist, reviewing customers' ECS usage and spot purchases, resulting in savings of over $7,000 for a client in one quarter.• Leveraged data analysis and engineering skills to optimize customer experiences across IaaS, PaaS, and SaaS applications in AWS, Microsoft Azure, and Google Cloud.• Created PowerBI dashboards/charts with data-driven insights to analyze client usage and recommend feature requests for product development.• Developed training materials and documentation to streamline onboarding and reduce learning curves for new customers.

Served as the single point of contact for over 20 client departments at a large software manufacturer in Redmond, WA. Managed customer relationships across multiple enterprise platforms, coordinating support teams, and product engineering, and scheduled deliveries for Fortune 500 clients' data centers in APAC, EMEA, and the Americas.• Achieved an average customer satisfaction score of 9.2/10 through third-party surveys, with a 91% client retention rate over two years. Onboarded an average of 2 new clients per quarter with zero churn over 4 quarters.• Led project management and managed timelines for over 100 new installations across AMEA, APAC, and the Americas, involving modular and enterprise hardware storage platforms, servers, and switches. Finalized IOPS and configuration approvals before handover, and directed global teams using Kanban boards, Waterfall, and Agile methodologies, achieving a 0% failure rate.• Developed tailored project plans by monitoring analytics from call home hardware, creating weekly PowerPoint presentations to support sales teams in negotiation strategies, upselling/cross-selling, increasing product adoption, and delivering business intelligence for high-pressure situations.• Monitored the roadmap and lifecycle of every client operation plan and created a product strategy plan for future requests. • Defines success criteria, including metrics, measurement, and rollout strategies. Organized/directed all scrum calls for client Sev-1/Sev-2 calls. • Consistently held the top sales spot for 4 quarters, meeting quotas of $200,000 per quarter. Built strong relationships with executive leadership to identify industry trends, manage capacity planning, and organizational change management, analyze the competitive landscape, and provide product insights to stakeholders weekly.• Analyzed project data to support application development and feature requests for engineers and developers.

Racking and installing Storage platforms, servers, and switches. running copper, and fiber cables and testing for connectivity. Perform upgrades, configurations, maintenance, and repairs of project deliverables of HDS, and third-party resource management. Perform site survey and worked with DC on power, cooling, and call home abilities. Front-end and back-end support and pulling logs for debugging and detailed troubleshooting. • Held the most hardware of any CE Globally. 30 Exabytes along with the largest customer list, and largest test/dev sites. Also, I held, updated, and monitored the most consulting third-party equipment (Cisco, NETAPP, etc.).• Holds record for updating the most fully loaded enterprise storage platforms in one night.• Contributes to repository documentation for technical support, technical requirements, hardware engineering, operational plan, identifying problems, scrum meetings, and creative problem management systems and maintains strong analytical skill collaboration in my department. 24/7 on-call rotation support with the quickest response time and resolution time for the Western district. Held the fewest backlog tickets per quarter and was instrumental in mentoring new CEs to reduce their backlog cases.• Traveled to Alaska, Oregon, Hawaii, Idaho, Texas, California, and Virginia to support customer boxes.

Supported point of sale equipment, HP/DELL servers, desktop/laptop support. • Saved over $70,000 avg./yr. by designing and setting up automated scripts for customers and demonstrating latest technology. • Upsold $5,000 avg./yr. in hardware, software and services solution • Vendor software/hardware support and warehouse information, systems operations, troubleshooting and technical support. • Traveled to 320 sites along the Pacific Rim to update applications. • Demonstrated new products, gave demonstrations when needed. • Worked with encryption and data security for Point of Sale. • Encryption key input for credit card terminals for bank routing. • Maintained UNIX and Windows boxes in house and customer site.

Coaching 50 – 60 employees providing leadership experience to 5 departments. Experience creating sales strategies and mentoring people at all levels. • Community leader skilled in interviewing, contracts, finance, purchasing, cost control, local regulations in fast paced retail environment.• Responded to all customer needs thoroughly and professionally.• Collaborate with innovative sales techniques with product manager. • Developed management standards, process, and training for food handling,• Motivated employees and influence others to stay team focused in future goals. • Maintained labor at 12.5% and 14.2% during holidays.• Research new products and discount margins for sound business process.