Roy Santos Email & Phone Number

Riverside, Ca, Us

Corona, California, Us

Continuous improvement of project lifecycles by implementing clear project charters and statements of work, leading to accurate completion of projects on time and within budget. Fostered collaboration and communication amongst cross-functional teams while setting high standards for project outcomes. Leveraged strengths in my ability to build relationships, effectively communicate and consistently deliver high-quality projects by creating standards and definitions around repeatable processes and metrics.▪ Utilized Microsoft 365 Productivity tools such as Teams, SharePoint, OneNote, and Planner to enhance collaboration and communication, resulting in increased efficiency and productivity among team members.▪ Defined and implemented internal Standard Operating Procedures (SOP) and technical documentation for customer onboarding and continuous improvements in ITGlue and Autotask PSA, leading to improved internal productivity and support resolution.▪ Successfully resolved and closed challenging projects with improved project outcomes and customer satisfaction resulting in the final closure of aged projects worth $100K+▪ Acted as a liaison between customers and offshore team members, significantly improving communication and ensuring that project deliverables were met on time and within budget.▪ Designed and proposed project charters and proposals that generated approximately $150K in additional non-recurring project revenue, demonstrating strong problem-solving skills and business acumen.

La Verne, California, Us

Lead the definition, implementation, and continuous improvement of the company’s IT portfolio management framework and structure. Play a critical role in overseeing the organization's technology-related strategies and initiatives by implementing effective solutions toward digital transformation, strategic growth, sustainability, and regulatory compliance. ▪ Lead up to 16 accounts establishing customer relationships and granular understanding of all customer topologies.▪ Collaborate effectively with the Proactive Success Team, Remote Operations Center, and Professional Services Teams to gain insight into the customer's daily functions to help internal team members.▪ Deliver tier 3 support with 99.9% successful remediation and customer satisfaction, and top-tier guidance and ticket resolution on various SaaS, Unified Telecommunications (VoIP), Microsoft Platform, UniFi, and other software and hardware issues.▪ Gather and provide data analysis and technical documentation with Visio/Lucid Chart network infrastructure and floorplans for guidance on various projects including Microsoft License migrations, telecommunications, and network infrastructure implementations.

Irvine, California, Us

Defined the service portfolio roadmap, maturity path, and customer priorities, and continuously improved maturity levels by monitoring KPI and SLA compliance. Accountable for the strategic direction and guidance of ITIL processes and functions, as well as their supporting tools. Ensured services and tools were consistently deployed, executed, monitored, and improved for incident management, problem management, change management, and configuration management.▪ Defined and implemented major production releases and deployments for both application and infrastructure to include the definition of plans, schedules, success criteria, implementations, and system validations.▪ Facilitated the implementation of multiple service delivery processes for major incidents, change and release, and request management.▪ Guided multiple service delivery teams by establishing goals, and monitoring team performance, and delivery. ▪ Performed pre-sales assessments on hardware and software solutions and guidance of client needs. Collaborated with existing distributors and vendors for hardware, software, and services.▪ Processed deal registrations creating and presenting quotes and proposals to clients and sought out additional products and services that fit the client’s needs.▪ Liaised with Managed Print Services, Managed IT, Administrative, Sales and Marketing staff to ensure services are meeting SLA and overall client satisfaction.▪ Implemented and supported ConnectWise Manage, Automate & Control PSA/RMM solutions, and supported internal cloud CRM & on-premises ERP systems integrations and support.

Led the improvement of cross-functional teams process flows of internal operations and promoted innovative process improvements including the organization's ERP and CRM systems decreasing operational time and costs. Collaborated with marketing to add innovative virtual demo improvements, resulting in increased sales by utilizing open-source solutions. Collaborated with the Parts and Supplies departments to dissect analytical data by implementing streamlined processes and improvements, and defined service standard operating procedures and policy documentation to assist field service personnel in performing daily tasks.▪ Led the remote technical training and team member development to improve field service efficiency by 5-10%. Reached KPI goals for the company's largest region and teams of 15 field technicians in total for Los Angeles and Orange County.▪ Planned and executed medium to large customer hardware and software installation projects on-time and under budget through effective teamwork and a highly strategic workflow that eliminated potential interruption to customer operations.

Identified and quantified key customer technical objections and developed a strategy to address roadblocks. Developed and maintained customer relationships through all stages of the engagement included the introduction, feature alignment, proof of concept, development, and production. Created and executed an organized sales strategy to maximize revenue growth, increase market share, and build strategic supplier relationships at target customers.▪ Collaborated frequently and proactively with Field Application Engineers, Business Unit management, and Channel Partners, to build productive customer relationships▪ Provided timely and accurate demand forecasts and concise communication to ensure smooth support and responsiveness to customers.▪ Drove timely, productive, and effective resolution of customer issues including technical debug, new feature requests, and failure analysis.▪ Promoted customer opportunities, internally, and drove priority on relevant roadmap and feature requests.

North Las Vegas, Nevada, Us