• Lead onboarding, training, and development for 72 IT Solutions customers, ensuring a seamless transition and continued engagement• Designed and implemented a new customer cybersecurity onboarding process, reducing deployment times and improving customer satisfaction• Manage the creation and delivery of cybersecurity executive and technical reports for 50 high-profile clients, demonstrating the impact of security measures and advising on service upgrades• Product management for Phished and Webroot security awareness training, including onboarding, deployment, and continuous support, ensuring customer engagement and retention• Researched, implemented, and managed a new customer portal, enhancing the customer experience with real-time dashboards and an efficient support request system• Direct operations of four support teams, a total of 15 individuals, to meet service level agreements (SLAs)• Collaborate with cross-functional teams such as IT, cybersecurity, product management, and account management to develop solutions that address customer needs, enhance service delivery, and evaluate team performance

• Developed a new support ticket categorization system, improving reporting accuracy and service response times for 170 clients• Created and maintained technical documentation, including user manuals, training videos, and analytic reports, to support client needs and internal knowledge sharing• Streamlined support processes, introducing a new ticket review system that enhanced customer service quality and team efficiency• Trained and managed a team of 4, fostering an inclusive culture of ongoing learning and professional growth

• Provided comprehensive software support and training for 144 clients, tailoring solutions to meet individual needs and ensuring high customer satisfaction

• Conducted training workshops in programming languages of SAS & JMP• Assisted in the generation and interpreting of statistical results

• Facilitated progress for professors by creating datasets in JMP

• Promoted to Program Aide from Program Assistant in March 2009• Instructed children K - 5 in art, physical education, and technology