Oversee the delivery of CBTS contracted services. Build and manage customer relationships and satisfaction. Act as the Single point of contact for escalations and communication for satisfaction issues. Lead periodic Business and Service Review for customer base. Assist with contract renewals and up-selling additional service opportunities. Drive and manage Root Cause Analysis efforts with any service failures and communicate resolutions back to affected customers. Support and manage customer related projects as needed.

Managed the operations and service delivery of Burwood Groups Managed Service practice.Performed resource and workload management, scheduling and oversight of the team members.Drove new business by participating in sales opportunities to represent Managed Service.

Oversaw the delivery of Support Services and Managed Services to all Burwood clients. Acted as a liaison between clients and sales, project management and support resources.Provided the process, procedures and workflow to receive, manage, communicate and deliver support services and managed services to all Burwood clients.Developed and maintained partner process, procedures and workflows to ensure delivery of partner services.Managed service scope and delivery to ensure profitability.

Supervised the support team and the day to day technical support of client technologies. Interfaced with departments across the organization to coordinate support for all customer issues.Responsible for maintaining and driving relationships with customers. Prioritized incidents and change requests based on defined criteria and service level agreements and effectively communicate with the customer on incident status.Developed and document work procedures and troubleshooting guidelines and create weekly departmental status reports.

Provided ongoing support and management of the nations third largest school systems security infrastructure. Responsible for monitoring, management, and administration of all Ironport Web Security Appliances, Cisco ASA/FWSM firewalls, and Check Point firewalls.

Contractor for Sun Microsystems in support of one of Sun's largest managed customer’s network and security infrastructure. Responsible for monitoring, management, and administration of all Ironport Web Security Appliances, Cisco ASA/FWSM firewalls, and Check Point firewalls in support of over 350,000 users in 650 locations.

Delivered pre-sales and technical consulting support of network, security, and server management for CompuCom’s Remote Infrastructure Management division.Participated on sales calls with Account Executives for existing clients, prospects, and partners.Developed and delivered presentations and demonstrated remote management capabilities.Evaluated opportunity and risk assessment along with being a key contributor in bid/no bid decision.Coordinated with appropriate line of businesses to develop the solution and establish margin and pricing structure.Responsible for proposal generation and SOW development with sales and delivery teams.Coordinated and performed due diligence with the customer.Ensured smooth hand-off to service delivery teams and billing administration.

Led and directed the activities of both the Security team and Solution team assigned to one of Sun Managed Operations Delivery largest customers. Responsible for monitoring, management, and administration of all Checkpoint and Pix/FWSM firewalls, Check Point VPN, and Websense Web Content filtering in support of over 350,000 users in 650 locations. Oversaw the team responsible for custom monitoring, management, and reporting solutions for network and security infrastructure.

Contractor for Sun Microsystems to provide level 2 support and proactive management to Sun’s managed customer’s network and security devices. Performed level 2 support and administration of assigned customer network routers, switches, and firewalls.Analyzed IDS and Continuous Risk Assessment scanning and recommend appropriate remediation actions. Consulted on hardware/software upgrades and new network and security implementations.Produced customer-facing solution documentation and participated in quarterly business reviews.Trained level 1 Network Operation Center technicians. Created technology and customer specific knowledge base documents.

Vanguard Managed Solutions was formed in July 2001 when Motorola divested the MND division based in MA.Provided pre-sales and post-sales engineering and customer support. Designed and implemented new management capabilities for all Network Operation Centers (NOC) located in USA, EMEA and Latin America. Reviewed and approved network designs, wrote managed support plans and presented finalized solutions to customers and partners. Engineered connectivity between customer networks and the Network Operation Center (NOC). Designed and implemented management solutions to integrate and onboard new customer networks in the NOC. Planned and executed network enhancements, router configurations and software upgrades.

Reviewed and approved network designs, wrote managed support plans and presented finalized solutions to customers and partners. Engineered connectivity between customer networks and the NOC. Designed and implemented management solutions to integrate and onboard new customer networks in the Network Operation Center (NOC). Planned and executed network enhancements, router configurations and software upgrades.Trained first and second level technicians enabling the efficient management of the new customer networks.

Delivered technical support for the Motorola Vanguard family of LAN/WAN routers.