Licensed Soccer Coach and MentorPlanningExecution

• Primary point of contact for large enterprise customers leading them through the ideal Skuid journey• Trying to make Heroes of out my enterprise customers• Ensure customers attain desired outcomes using Skuid• Provide expertise and guidance in industry best practices and strategies

Activities• Exceeded company expectations for facility with 100% capacity• Maintained over 85% rebooking of personal clients• Analyzed data related to revenue targets• Hired and Scheduled Staff • Trained staff for operational efficiencySkills• Tableau• Heymarket • Hubspot• Salesforce (CRM, Mindbody)• Telephony support, service and upgrades• Canva, G-Suite, and other small business SaaS tools• Team building

Activities• Increased Revenue 75% ($1.4M to 2.45M) • Managed, nurtured vendors and supply chain• Managed, Hired mechanical and office staff • Defined service levels and performance metrics• Lead outside sales, RFQ, estimatesSkills• Performance Leadership (4DX)• Operational efficiency using SaaS tools• Business acumen and C-Suite strategy• Certified IICRC ASD, WRT, AMRT & Subrogation• Field operations communication

Activities• Project Manager HTML/UX, 2 year ROI)• Project Manager CRM (SaaS, Wireframes)• Project Manager for telephony upgrades• Project Manager SBS to O365• Managed 1000's of VolunteersSkills• SaaS tools like Slack, Asana • Office 365/MS Teams, G-Suite • Lead coach (Rec, Select & Premier)• Understanding/Developing UX/UI/Store

Activities• Ensured successful global implementation • Created and drove strategic design• Managed multiple (concurrent) teams; Developers, Account Managers, DBAs, Source Control/Deploy, Documentation & CS • Presented at annual user group meeting• Hired both technical and support staff and developed them to key leadership roles• Wrote and managed quotes, budgetsSkills• Excellent communication skills (internal, external, de-escalation, C-Suite)• Operations & CRM design • Technical Customer Success• SOX, Compliance & documentation• Problem solving (technical & business)• Customer retention, 100% customer satisfaction• Full SDLC support and implementation• Kanban, Scrum, SprintsMAJIQ was again acquired by a new company and my title changed with it. By this time, I was already fulfilling most of these additional functions.• Created and implement strategy for Customer Service department and Development• Assisted with audit situations like ISO 9000 and Sarbanes Oxley• Managed the Project Implementation to Customer Service handoffs• Visited sites to work with both pleased and disgruntled customers• Designed, implemented and supported new CRM infrastructure across the organization• Officially added documentation team to list of employees and responsibilities

The company was purchased by a 13,000 employee conglomerate in Finland. I was promoted to manage a team I created. By my fourth year as a manager, I had received the Manager of the Year award three times. This team had five verticals in it and would define the rest of my career as someone who integrates people and processes within the company.Manage Site Managers• Backstop for Site Managers with implementation issues or needs• Software Development changes to Elixir, Scripting language as well as C like language• Change Management (Code deployments, SCM, TFS)Managerial Duties• Hire/Fire, performance reviews, mentor, train, KPI deliverables, budget planning etc.• Become major Stakeholder in company CRM tool.Manage team to support the primary Elixir product• Revamped the system to balance work schedule of employees in and out of my department to ensure around the clock customer support• Introduced metrics to track progress (both internal & external) and improve service• Reinvented tools to support Elixir (Kanban, Issue Tracking and projection)• Team included database administrators and support specialists Manage Software upgrades - The paper industry runs 24x7x365. These are major events.• Worked to define and document a clear process for the customer• Continuously improved internal development procedures• Worked to better document release notes, test notes, developer reproduction notesPresenter at semi-annual User Group Meeting• Clarified customer expectations• Trained customers on new techniques or features• Consistently Customer Service speaker for User Group Meetings• Excellent Communication Skills, written, verbal, and using MS Office tools

Site Manager, 1998This role at its core is first remotely supporting a large ERP product in the field and second being the Project Manager for all departments we supported within the ERP. It requires diplomacy in communication with clients, and their customers or vendors. Further it required technical competence to design, quote, sell, program, test, deploy and support all software changes (SDLC). • Support geographically diverse customers to manage project schedules and deadlines• Ability to build strong relationships and demonstrate business acumen • Pragmatic and creative problem solver• Ability to self-manage and self-motivate• Wrote tools for XML and Postscript applications