- Led a team of 80 Customer Success professionals across the globe managing over 1000 of the company’s highest revenue generating accounts. - Built the team’s first dedicated Operations team focused on enabling workflows for the team leveraging Gainsight.- Launched the first customer-focused risk management program at Forcepoint complete with custom-designed customer health risk categories applicable across all stages of the customer journey and a workflow designed for efficient risk reporting.- Designed and launched the first Verified Customer Outcomes program at Forcepoint. .. Enabled a more detailed pre- to post-sales handoff. .. Created a clear KPI to deliver on outcomes for Customer Success account managers. .. Expanded the focus area for Customer Success account managers from the purely technical enablement to include achievement of customer business outcomes.- Created the foundation for the company’s first NPS survey program.

- Implemented Customer Success Plans, Customer Health Program standards, and product adoption follow-up activities in the Customer Success program for the Western US region. - Refocused team efforts to concentrate on product adoption to drive renewals through an emphasis on system stability, guiding customers to the product features aligned with their information security goals and educating customers on new features which in 2019 resulted in a 91% retention rate with 45 new features or best practices adopted for accounts covered by the Customer Success team. A 98% retention rate has been achieved through 1H 2021.- Formalized and led Customer Success collaboration with Product Management teams to prioritize product updates.- Led team of 10 – 16 Technical Account Managers to provide the highest level of technical support and customer success partnership for over 100 of the most important accounts to the company in terms of revenue or influence.- Renewed team commitment to aggressive reactive support and customer best practice coaching achieving 9.7 of 10 in customer satisfaction in 2017, 2018, and 2019.- Increased the value customers receive from their Technical Account Managers (TAMs) through increased direct troubleshooting which also reduced the burden on support delivery engineers by 15% overall.- Authored Forcepoint’s first comprehensive handbook explaining expectations and best practices for Customer Success team members to use as a guide in their day to day work.- Authored and edited major updates to key technical support department processes in areas covering escalation management, change control, customer support soft skills, and standard conduct for support staff for improved consistency in the customer product support experience.- Provided structure, clarity, continuity, and cross-functional access to commonly referenced account information by creating, implementing, and standardizing the use of account centric SharePoint pages.

- Managed technical support and primary technical support point of contact for 6 - 10 Mission Critical Support accounts at a time, charged with maintaining customer satisfaction and post-sales relationship with the customer technical staff and management. Customer services provided include design recommendations, best practice recommendations, health checks, account reviews, software version migration assistance, and technical problem resolution for Forcepoint (Websense) web proxy, email proxy, data loss prevention, and endpoint software- Cited by the regional sales manager as a key factor in recovering the relationship with the marquee account for the south central US region- Achieved a customer satisfaction rating average of 9.3 out of 10 across all managed accounts.- Led custom design changes in an account’s Forcepoint (Websense) web filtering policy to allow for different web browsing policies while on or off of the corporate network for 24000 employees.- Created customized Forcepoint (Websense) software migration planning documentation for 10 software upgrades over 6 separate enterprise environments using Forcepoint (Websense) Web Security, Email Security, Data Security, and Endpoint technologies

Customer Advocate to 612 customers. Plans, coordinates, and maintains communications infrastructure for the President, Vice President, White House Staff, Secret Service, Office of Management and Budget, and other supporting agencies. Oversees and directs four member IT support team on daily requirements for 13 agencies. Manages two company property accounts of 236 dispersed items worth over $365K. - Led install team for 20 Secure IP (vIPer) phones and routers and provided training for 40 United States Secret Service, Executive Office of the President, and Office of the Vice President personnel; facilitated site surveys on the White House complex, identified and corrected the required infrastructure and increased call availability for senior government leaders and Secret Service protective management by 40%- Facilitated successful restoral of 572 trouble tickets, fulfilled 116 new requirements and mediated 148 scheduled service interruptions for secure/non-secure voice, video and data communicationsManaged requirements, project planning, and provided quality control for all IT and telephone changes as customer advocate for 612 customers across 14 agencies supporting the White House- Chief residential communications support technician for senior White House staff. Managed the process to include equipment readiness, maintenance, customer interactions, installation, monitoring and trouble calls- Advocated for improved IT support with routine senior executive customer contact. Managed customer expectations, planned and delivered enhanced secure data and voice capabilities

Responsible for survey, installation, operation, maintenance and team management for temporary P25 radio infrastructure and small aperture satellite communications terminal installation. - Led and supported radio and satellite technician teams on 45 global missions with 100% mission success installing a total of 88 multi-channel radio sites during 405 days on travel

Responsible for the health, welfare, morale, training, and physical fitness of five Soldiers. Provides technical assistance to subordinates engaged in the maintenance and operations of a satellite communications ground entry point. Also responsible for the operating condition of equipment providing critical command and control communications to military operations and training within the Pacific Command, Northern Command, and Southern Command Theaters. Performs and supervises preventative maintenance checks, control functions, circuit quality control, and direct support maintenance. Activates and deactivates circuits for both satellite and terrestrial links and compiles system and network statistics for report generation.- Supervised shift operations for Satellite Communications Earth Station Facility. Maintained near 100% network transport availability for 600 temporary and 6 continuous links

Coordinated use of fixed satellite communications facility resources and collaborated with distant end tenants to define equipment configurations for 203 new links in just under a years’ time

Operator and Maintainer for AN/TSC-85, AN/TSC-93, and FTSAT mobile satellite communications terminals.