Director, Delivery
Richmond, Virginia, United States
Spearheaded business development and vendor relationship strategies and acted as solution architect for pre-sales and delivery. Built vision, strategy, and roadmaps for customers to leverage data-driven automation initiatives. Analyzed incidents, requests, and business processes to identify automation opportunities. Guided customers on provisioning into Active Directory (AD), Exchange, Azure, Okta (SSO), and many other End-User Computing (EUC) systems.• Propelled gross revenue from zero to over $6M within 20 months, establishing the company as a major player in the identity and automation industry.• Reduced customer ticket volume by an average of 40% through automation initiatives within the first 6 months of implementation, delivering a rapid return on investment (ROI) and enhancing operational efficiency.• Streamlined provisioning time for numerous customers from days or weeks to under 10 minutes, leading to lower IT costs, increased satisfaction, and enhanced business productivity.• Increased customer satisfaction (CSAT) scoring by 24% by providing actionable service catalog items and proactively resolving common ticket issues.• Engaged with stakeholders across IT, Human Resources, and Service Owners to develop and implement user access policies and implement least privileged user Role Based Access Controls (RBAC).• Built complex schedule automation process to consume 1M records per hour from API to transform data and upload into SQL relational data structure to support BI data tool reporting and analysis.• Architected SQL data warehouse(s) to enable data-driven automation from diverse sources, including HRM systems, APIs, CSV files, and other data inputs, enhancing integration and automation context capabilities.• Created an onboarding system for trade shows that enabled instant registration through badge scanning, demonstrating onboarding efficiency to customers and contributing an additional $500K in business opportunities.
