Played a key leadership role in the acquisition, development and management of both new and existing customer accounts. Oversee account staff, procurement process from onboarding to go-live, customer lifecycle and ensure timely delivery of services and support that meet FullControl Network's high standards.• Managed Account Services staff, including client satisfaction, lifecycle and annual revenue goals.• Nurture company culture, focusing on service excellence, understanding and advocating of clients' needs during internal discussions. • Handle client escalations through resolution to both client and company satisfaction. • Offer additional value services to enhance client experience, goals and expectations. • Create, develop and maintained valuable business relationships built upon reliability and quality of support. • Manage vendor partnerships and assist in key business decisions to enhance company growth.• Monitor customer retention to ensure targets are met or exceeded, year after year. • Identify areas of enhancement to current process and change management controls• Drove company in Service Organization Control (SOC) SSAE18 review, producing zero annual audit exceptions over the course of 10+ years.• Manage SOC2 T1/2 migration path and readiness assessment procedures.

• Negotiate, fully manage procurement process in tandem with company CEO for all client agreements and renewals.• Present complete proposals to appropriate personnel within client organization to ensure clear communication with services provided.• Collaborated with support team during on-boarding process to ensure accuracy and timely delivery.• Created and maintained SSAE SOC policies, procedures, and controls for the organization.• Interview and negotiated scope of agreement responsibilities annually with Independent CPA firm.• Worked jointly with our Independent Assessment Auditors throughout annual audit assessment of controls to ensure 100% effectiveness of evidentiary support. • Managed DRL evidence recording, submission and subsequent selection processes.

• Assisted customers in day-to-day support services fielding person-to-person phone, chat and email requests. • Ushered customers through operating system and application issues. If unsure, swiftly researched topic, learned, tested in dev sandbox and applied to customer to ensure effectiveness.• Completed server installations for new builds, dedicated, cloud and colocation infrastructures. • Implemented smooth method to efficiently create multiple server provisions by using scripts reducing the time to deliver and increasing support efficiency.

Supervised day-to-day store activities, ensuring overall store performance, identifying staffing needs, managing schedules and developing operational action plans while mentoring and developing the team. • Responsible for leading economical staffed team, high productivity volume and outstanding customer satisfaction.• Understanding product flow to control outs and maintain store inventory for daily consumption. • Manage/create bi-weekly employee schedules and delegate ownership coverage during employee absence. • Report directly to District Manager and collaborate with executive leadership team on sales growth and employee development opportunities. • Manage cash audits with District Manager according to company guidelines.• Achieves store payroll and total loss budgets.• Assisted in the hiring of store personnel as well as interviewing candidates.

• Support network engineer’s on-site installation(s) of Kansas City’s first Metro Area (WiFi) Network (MAN)• Installed fiber optics, networking and routing equipment at various locations, including Kansas Speedway. Lit up main corporate suites, pit area, press box and spotter tower for wifi communication. (45Mb OTA, P2P link)• Access to building roofs/telco rooms to install/troubleshoot subscriber units & various over-the-air antennas. • Able to communicate clearly and concisely with business owners/management, government staff/officials and numerous physical access staff to convey project and work scope.