• Enforce Problem Management policy across full lifecycle from Root Cause Analysis to Problem Resolution using ITIL to drive continual process improvement• Sole Problem Manager since August 2017 • Brought circuit redundancy to certain locations • Regular stakeholder meetings with Business; Risk; Change; Incident; CSI; and Support teams • Should RCA be found, drive necessary solutions to prevent issues from occurring again • Found big flaw in reporting tool used, which vendor has corrected in their current version

• Directed and Managed Problem Management processes utilizing ITIL best practices and process frameworks • Interacted with Service Operation, Service Transition Managers, Program Manager and client management to ensure compliance and execution of all ITSM processes • Became one of the lead Problem Managers • Considered SME with reporting tool used • Helped develop and implement Problem Procedures • Held necessary stakeholder meetings to review active Problems

- The principal contact within technical support for large enterprise customers who are subscribers to advanced support programs. - Became totally familiar with the business and technical environment in which the customer uses the products. - The focal point for all issues with the customer in order to ensure the highest level of service. - An advocate for the post-sales technical interests of the customer. Handling challenging situations, setting expectations and diffusing critical customer issues.

Technical Account Manager (TAM) – (2005 – 2012)- Managed overall support relationship with key Microsoft SI, Outsourcing and Hosting partners. Acxiom, EDS/HP, Nokia Enterprise, LiveOffice; USA.Net; Intermedia.Net; Cbeyond; Web.com; Terremark/Verizon; Plex Systems and supported DELL, ACS and CSC.- Increased Overall Customer Satisfaction from 70% to 85% (Received Microsoft CSAT Award 2009);- Increased overall contract revenues by 15% y/y; - Decreased Microsoft costs by implementing check list processes for hardware rental and training;- Reduced average time to resolution. ($1,000.00 per issue.)Associate Technical Account Manager (TAM) – HP TAM TEAM MEMBER (2002-2005)- Managed over 200 Microsoft Authorized Premier Support (MAPS) offerings in support of the Microsoft/HP Support Contract. (incident escalation; contract rationalization; case management). - Achieved 9.0 Customer satisfaction rating within the HP contract;- Increased contract revenue by upselling new Partner Support offerings;- Reduced average time to resolution. ($4,500.00 per issue)

Provided Tier 1 and 2 level support for end users using the AT&T Global Network Dialer to gain access to their company's network, via VPN. • Employee of the following help desk providers outsourced by AT&T to supply their help desk function: H.L.YOH Company; Turnpike Technologies

Installed the software, hardware and set up the RoadRunner Cable internet service on over 1600 end user computers and troubleshooted customer's connection issues, throughout the Tampa area.

Coordination of international and national shipments via cargo ship and air; Order entry to the warehouse; Maintain real-time inventory; Customers included: Winn Dixie, Publix, and HEB.