Leading the Enterprise Support team for the UK and Ireland. Enterprise Support helps our customers apply operational best practices to ensure everything they do on the Cloud is reliable, secure, cost-effective, and flexible. Role requirements include leading multiple teams of cloud operations architects (TAMs) delivering strategic, operational, & engineering support to customers who rely on AWS for business-critical workloads, along with the ability to lead through ambiguity where business strategy is not yet defined. Key Responsibilities:• Delivering operational excellence to end customers while scaling the team.• Creating strategy for the UK & Ireland Enterprise Support Business• Leading escalations to the highest levels (VP/SVP/CEO) across different parts of the organization. • Driving performance evaluation standardisation for the global support organization.• Coordinating with UK&I Sales VP and associated directors of architecture and customer service delivery. • Delivering on new customer, headcount, recruitment and OpEx goals for UK&I.

As an Enterprise Support Manager, I lead a team of Technical Account Managers across the UK delivering the best customer experience to our largest UK and Global customers. My goal is hiring and developing dedicated Technical Account Managers who are customer obsessed and deliver to the highest possible standards.

As a Global TAM, I was privileged to work with several large multi-national customers, supporting them in achieving operational excellence. This required connecting technology with measurable business values and a demonstrated ability to think strategically about business, products, and technical challenges. I worked with Senior Stakeholders/CxOs, discussing their operations, costs, security, and business needs, as well as getting involved in deep technical discussions with engineers, architects and service managers and delivering analysis of their cloud operations. I provided leadership to multiple teams of Technical Account Managers, Cloud Engineers and other technical resources across various regions, creating and owning the global support & operations plan for my customers.

I was a primary technical point of contact for a portfolio of large Enterprise customers. I managed customers who had made a substantial investment in AWS and already migrated many business critical applications to the Cloud. Therefore, they needed help with planning, designing and best practice advice for day to day operations in the cloud.I worked closely with Cloud Competency Centers as well as senior stakeholders (from BU leaders to CxO level). I also acted as voice of the customer within AWS to escalate problems and to drive prioritization of business needs for my customers.

Independent writer, producer, musician, and recording engineer

Agiliant is a national Managed Service Provider (MSP), supplying IT services. The Director of Network operations role included client project management, solutions architecture and engineering, technician management and coordination with sales. Achievements:• Created a multi-tier, high-touch customer-service driven support desk, supporting clients across multiple regions. This included implementing documentation standards, client relationship processes, network support tools, reporting methodologies and KPI metrics.• Developed a Scrum-based service management delivery system, utilizing agile project management methodologies and adapting them for use in providing consistent service delivery.• Project Architect and Management of Hosted Exchange, Virtual Desktop infrastructure (Citrix VDI) migrations and disaster recovery solutions for 20+ mid-tier clients.• Managed a multi-state team of engineers, technicians and external consultants in project and service delivery to a wide range of clients.

Axonus Technology was a regional MSP the Seattle/Puget Sound region, providing business technology consulting to SMB and mid-tier corporations. The company was purchased by Agiliant in 2011. Achievements:• Managed all aspects of IT projects and professional services to a broad roster of clients across a wide industry spectrum such as accounting, manufacturing, education and non-profit organizations.• Developed fully-redundant DR hot-site for multi-state Lloyd’s-based insurance company, implementing DFS, WAN Replication, SQL replication and Exchange SCR.• Created process and documentation standards, and implemented key line-of-business applications Kaseya VSA and ConnectWise CRM for support of multiple disparate client networks from a single management interface.• Developed and implemented client technology solutions on various infrastructure and migration strategies such as DR hot-sites, server virtualization and automated maintenance and monitoring of 1000+ client seats across multiple disconnected networks.

Built a profitable Network and Server infrastructure consulting firm, providing engineering and executive IT services to small businesses in the Seattle area. This business was bought by Axonus Technology Group in February 2007. Services provided: - Network administration and analysis, Upgrade and migration strategies. - Implementation of Microsoft Exchange, SQL, Active Directory, DNS, and Virtual Infrastructure for Hyper-V and VMware. - Client Management and Strategic Planning: network growth management analysis, capacity planning, security and reliability analysis, disaster recovery and business continuity planning.

Perform network management and engineering for all aspects of client networks. Duties included consulting services for clients, management and training of other staff consultants * Team Leader for staff and client projects * Staff Trainer, creating classes for and teaching both end users and client IT staff on various aspects of network technology, application use and network management. * Project Manager for planning and execution of upgrade and migration strategies