• Leader of the 150-member Americas Customer Success organization• Regional director of Priority Support Services (Technical Account Management)• Guided organization's transition from account management to customer success with emphasis on success planning, increasing adoption, driving growth, and retention• Led innovation & optimization of global capacity planning, tools, and budgets to reduce time-to-value• Collaborated with finance, operations, technical support, and programs teams to orchestrate and deliver Priority Services to 500+ enterprise customers with >95% renewals and $500M annual bookings• Grew NPS loyalty/satisfaction 5 points each quarter as lead of the Americas TAM organization

• Empowered high-performing teams through coaching and mentoring• Managed service delivery to strategic and enterprise customers• Exceeded targets in ensuring high customer satisfaction throughout the US East Region• Global program development and project management

• Strategic leadership in bringing Agingo from start-up to initial product release• Project management of mobile, web, and cloud-platform software development

• Architected solutions using IT Service Management (ITSM); ITIL; Solution Architecture Definition• Implemented desktop/server automation technologies

• Delivered proactive and reactive technical product support to strategic customers through Microsoft's field-based engineers in eastern United States• Provided detailed status reporting and presentations to senior-level management and executives using Word, PowerPoint, and Visio; created financial reports using Excel and InfoPath status forms for team collaboration through SharePoint• Created national college hiring/onboarding/training program for field engineering

• Supervised services-contract and order-to-cash billing operations for $1 billion U.S., Canada, and Latin America Enterprise Services business• Directed global program management of services operations across Microsoft's Regional Operations Centers in U.S., Ireland, and Singapore• Led organization of 110 full-time employees (plus 30 contingent staff)

• Built 115-person organization of technical account managers, software developers, and product support specialists to provide managed-support for Microsoft's most-strategic financial services customers nationwide• Managed a services portfolio of $50 million

• Managed a services portfolio of $50 million• Managed teams of Technical Account Managers (TAMs) in supporting customers’ IT systems• Assisted customers with product migrations and deployments• Provided proactive recommendations for improved supportability and manageability• Managed escalations and action plans throughout critical/crisis situations

• Designed and developed three-tier, client-server applications for traditional and mobile platforms using Microsoft technologies• Designed and deployed Windows-based infrastructure systems (VB/C, SQL Server, Exchange)

• Coordination, project management, design, and development of Windows-based applications, utility software, and tools• Lead engineer responsible for the development of localized versions of global operating systems and utilities• Designed and developed software programs and utilities to enhance the appearance and performance of Microsoft Windows on COMPAQ hardware• Designed and developed applications for controlling the worldwide release and delivery of COMPAQ software to global manufacturing facilities• Microsoft Windows, Windows NT, MS-DOS, and Unix platforms

• Programmed process automation systems on mini-computer and PC-based platforms• Designed, developed, tested, and deployed multi-tasked, event-driven, advanced inspection and dispositioning software on Coordinate Measuring Machines, welding systems, and furnaces in the manufacture and inspection of nuclear components• Digital Equipment VAX/VMS, PDP RSX-11/RT-11, and IBM PC platforms• U.S. Department of Energy Security Clearance