Responsible for the daily oversight of all aspects of the brewery's operations. This includes managing a team of brewers through the lifecycle of each batch, quality control, developing and implementing marketing strategies, event management, managing finances and budgets, and supervising staff. Ensure that the brewery is in compliance with all relevant laws and regulations. Product creation and sourcing raw materials, creating new beer recipes, and managing relationships with distributors and vendors. Create and present a consistently high-quality beer that meets customer demand while endeavoring to create a profitable business.

● Onboarded and spun up a Tier 1 Customer Service desk in less than 60 days to include SOP and standards documentation, training material, coaching and mentoring, performance management, role definitions, reporting, and knowledge base.● Managed a team of Tier 1 Service Desk for FCC contract and adherence to quality assurance expectations.● Manage resources assigned to the Service Desk, onboarding, coordinate team training, monitor workload, and maintain adequate staff to meet SLA throughout the project.● Responsible for monitoring data analytics on performance and ensuring compliance with established slas using managerial skills and adaptability to improve accuracy of critical responses, ensure appropriate resource availability, analyze problems/trends for correct prioritization and classification. ● Achieved same day resolution of all non-escalated tickets within 1 week of going live.● Overall responsibility for incident and service request handling on the Service Desk ensuring all incidents and requests are addressed in accordance with established program guidelines.

● Onboarded and spun up a Tier 1 Customer Service desk in less than 60 days to include SOP and standards documentation, training material, coaching and mentoring, performance management, role definitions, reporting, and knowledge base.● Managed a team of Tier 1 Service Desk for FCC contract and adherence to quality assurance expectations.● Manage resources assigned to the Service Desk, onboarding, coordinate team training, monitor workload, and maintain adequate staff to meet SLA throughout the project.● Responsible for monitoring data analytics on performance and ensuring compliance with established slas using managerial skills and adaptability to improve accuracy of critical responses, ensure appropriate resource availability, analyze problems/trends for correct prioritization and classification. ● Achieved same day resolution of all non-escalated tickets within 1 week of going live.● Overall responsibility for incident and service request handling on the Service Desk ensuring all incidents and requests are addressed in accordance with established program guidelines.

● Rebuilt the complex service desk from the ground up, implementing ITIL incident, problem, and request management processes.● ITIL Incident, Problem, Change Management, and Request SME and practice owner providing project management for implementation and continuous improvement efforts.● Built workflows to manage the incident and request lifecycle reducing MTTR from 88 days to < 4 hours and improving agility while increasing the consistency and quality of the customer experience.● Improved KPIs, reduced backlog by 75%, and decreased mean time to resolution (MTTR) to <4 hours.● Increased customer satisfaction (CSAT) to 94% from < 60%.● Owned change, major incident, and problem management practices reducing unplanned outages by nearly 50%, established RTO for systems impacted by outages, and reduced repeat outages by 70%.● Implemented knowledge-centered service (KCS) improving knowledge use and creation by 60%.● Trained on processes using facilitation skills and chair-side mentoring.● Implemented hybrid swarm strategies decreasing escalations by 80% and reducing major incident identification time from hours to minutes.

● Led global Technical support strategy to ensure positive customer experiences, negotiated and implemented problem management strategies to improve critical results and relationships.● Managed support for data center operations for over 100k devices worldwide.● Collaborated with APAC and EMEA teams to resolve escalations, meet customer needs, and maintain operational metrics.● Implemented process improvements, increasing daily ticket completion and closed per engineer by > 25%.● Reduced resolution time of priority 1 and priority 2 incidents by 50% through improved knowledge management, training, and Intelligent Swarming strategies that encouraged swift and collaborative problem-solving.● Provided leadership of a hybrid global technical support operations team, managing and planning for scale, agility, growth, capacity, and coverage globally and BPO relationships.Drive continuous process, product, and quality improvement, supporting change, product recommendations/improvements, and KPIs while sustaining core team activities for the US technical support (Managed Services operations team). Provided leadership, strategy, training, and direction for global support operations with a direct leadership focus on US advanced multi-tier support team and ensure our customers continuously realize the value derived from our products and related support through proactive monitoring services and reactive support services.

Door to door residential sales of Comcast services and products.

● Created a global field support program through managed service relationships ensuring proper resources for customer support obligations.● Improved technical support and field service efficiencies by 25% decreasing escalations and improving resources.● Developed and implemented a sales and renewal program, increasing revenue and retention by reducing lost renewals 30% and improving it to +10% annually.● Negotiated contracts with ASPs and managed program budget and resource management. ● Experience in using negotiation skills in the development and adherence to Service Level Agreements (SLAs), escalation management, and sales.Managed Program providing project support and leadership to cross-functional teams made up of key business and technical members to create, develop and continuously improve program and company processes and systems for efficiencies, customer relationships, product and service delivery, and minimizing business risk and exposure.

Provided strategy, leadership and team building to restructure and improve efficiencies and expand to annual product offerings from seasonal offerings.

Coordinate projects and planning between customer sites, sales, manufacturing, technical, engineering and service providers to ensure successful completion of projects and service delivery. Negotiate contracts with ASPs and other vendors to build, maintain, and deliver seamless support and maintenance solutions to customers worldwide including implementation, upgrade, migration, service and repair of advanced optical storage.Developed a program to advance the service provider solution stabilizing global service foot print and decreasing associated cost of service delivery and logistics by half while increasing service revenues more than 35%.

Manage multiple IT solution projects and strategic initiatives. Develop, build and stabilize relationships with stake holders, customers, service providers and vendors. Manage N-Tier IT Help Desk consisting of hardware, network, and help desk technicians, escalation points and multiple regional service providers, partners, and vendors and Implement best practices solutions. Provide application and database administration. The supported solution, a complex POS solution deployed in 150 retail stores and kiosks dispersed over 4 states and consisting of approximately 1500 employees, 8000+ IT assets, and all related infrastructure. Implement enhancements and best practices to the ITSM System along with automation of business rules to improve the customer experience, reduce time to resolution, decrease down time, and improve the agility of the service delivery team.

Responsible for organizational development of Global Service delivery Organization and managing all projects involving technology upgrades, customizations, and implementations. Additionally, was PM for high profile customer implementations of the IT Service Management software, HEAT, from requirements gathering and design sessions through to customer readiness, resource management, training and solution implementation. Additionally supported business processes including employee training and development, quality assurance program, and process improvement.

As chair of the District Accountability Advisory Committee I facilitated meetings, discussions, and negotiations with the purpose to make recommendations to the Board of Education relative to the administration program of accountability as mandated by state law to include accreditation, budget, curriculum, and other vital programs and mandates as related to student achievement. The committee is comprised of representative members from each school, the administration, the citizenry, and members of DAC subcommittees, District Achievement/Accreditation, designated Board of Education committees and District committees such as the School Calendar Committee and Policy Committee, or Charter School Approval Committee. The DAAC also works to mobilize parental and community support via viable and focused School Accountability Committees (SACs) and works alongside these committees to develop School Achievement Plans.

Project Manager for MS Exchange 2000 ASP Gold Certification efforts creating an end-to-end business process for USA.NET which eliminated single points of operational failure throughout the organization and leveraged a hybrid of ITIL and the Microsoft Solutions Framework to implement business wide best practice resulting in increased Service Level Agreement (SLA) compliance from under 50% to 98% while improving platform stability and customer satisfaction/retention saving USA.NET tens of thousands of dollars per month. Provided documentation support for customer care, training, intranet, departmental procedures and methodologies while maintaining the “Document Repository” through version control, archiving, and other knowledge base best practices.

Responsible for operations of a 125+ employee call center providing sales and lead generation, account satisfaction and retention, marketing surveys, and developing long-term customer relationships. Coordinated all aspects of staffing including scheduling and training, staff development, customer care, and general human resources. Implemented a customer centered ramp-up training, and continuous improvement program, that resulted in decreased training and recruiting costs and increased retention 200%. Prior to becoming the Call Center Manager, held roles of Supervisor, Trainer, Assistant Supervisor, and Supervisor in Training.