CloudCall is a multinational CRM integration and communications SaaS provider. • Business process improvement (BPI): Led BPI initiatives via a cross-functional forum, fostering collaboration among management for swift issue resolution. Sponsored a key project that re-engineered the internal utilization of Salesforce which resulted in streamlining sales, delivery, and customer support workflows. The outcome produced shorter fulfillment times and reduced help desk issues by 50%.• Transformation roadmap: Crafted a comprehensive roadmap through in-depth interviews with 40 team members. This yielded a detailed plan encompassing strategic insights, defined objectives, stakeholder alignment, interdependencies, implementation strategies, risk evaluations, and more.• Governance: Provided structured guidance for projects, ensuring alignment among all stakeholders concerning objectives, ownership, communication, timelines, and next steps.• Flexibility and versatility: Demonstrated exceptional flexibility and versatility by managing projects spanning departments which have resulted in revenue growth and operational cost savings. These have included a company-wide growth and transformation program; identification and prioritization of product enhancements; meticulous audit and compliance oversight of US billing tax codes; strategic enhancement of company fees; execution of a product catalog price increase initiative; implementation of customer tiering to enhance support services; and the rationalization of vendor service subscriptions.• Business modeling: Regularly produced operational and financial models that are used throughout the business.

DSCI was a regional managed service provider (MSP) acquired by TelePacific in 2016 and the combined company was rebranded In April 2017 as TPx Communications.May 2015 – Mar 2020: Senior Vice President of OperationsDec 2007 – May 2015: Vice President of Operations May 2005 – Dec 2007: Director of Operations • Chief product owner: Initiated the software solution Dash, evolving from an inventory system to an OSS/BSS/CRM powerhouse. Steered the evolution of Dash into a robust, unified solution that was central in managing crucial information, sales pipeline, order fulfillment, network inventory, billing, and support functions at DSCI. Solution scaled to support TPx’s ~$700M ARR business, processing 95% of new orders by early 2020.• Technical direction: Guided diverse IT teams over a decade, managing corporate system development, operations, billing, and support. Co-authored DSCI’s business continuity plan (BCP). • Operational efficiencies: Continually enhanced company-wide productivity. Leveraged strategies that empowered departments to increase workloads and accelerate processing times without augmenting headcount. Notably, during a four-year span, the size of the company’s MACD team was unchanged while the size of the network tripled; yet, the group was able to handle 90% more orders with faster fulfillment.• Corporate P&L: Enabled DSCI to establish an OpEx for customer onboarding that was one-fifth of what TelePacific had pre-acquisition. Pioneered initiatives targeting cost reduction to bolster cash flow and profitability, culminating in DSCI’s remarkable 65% gross margin and 19% EBITDA.• Strategic leadership: facilitated cross-functional meetings on business process enhancement, organizational realignment, strategic planning, and system improvements that were pivotal for adapting to evolving business demands.• Corporate culture evangelist: An advocate for a work environment that resulted in multiple “Best Places to Work” awards for DSCI.

Net Resource was a regional internet service provider (ISP) acquired by Lightship Telecom (regional CLEC) in 2001.Apr 2001 – May 2005: Director of Information Systems & Process EngineeringFeb 2000 – Apr 2001: Senior Manager of Network ServicesAug 1998 – Feb 2000: Project Manager & Sales Engineer• Strategic collaboration: Worked cross-functionally with key decision makers to develop and establish effective system and process solutions both within specific departments and across departments, skillfully mediating conflicting needs and viewpoints.• Visionary software leadership: Led the strategic direction and content development of the internal client management tool (Admin / JITS), overseeing its creation, implementation, company-wide adoption, and growth.• Technical oversight: Managed IT functions including help desk, billing, and security, plus, enterprise customer support teams.• Operations integration: Successfully integrated Net Resource's data and Internet products into Lightship's operations, harmonizing systems and procedures for improved synergy.