Global Leader of technical services for SAS Cloud Hosted and Remote Managed Services customers, working with the pre-sales teams and executing contract commitments. Delivery Services include pre-sales opportunity assessments, customer technical onboarding, software/service enablement, integrations, quality assurance, and major upgrades.This role is responsible for providing tactical and strategic leadership for a team of 65 direct and matrixed employees (6 managers, 2 leads, and 57 individual contributors) globally.

Global Service Owner responsible for the technical onboarding of SAS' Hosted and Remote Managed Services in the SAS Cloud. Leader of the global service strategy for Engineering, Deployment, and Validation teams.

This role is responsible for providing tactical and strategic leadership for a team of 32 direct and 18 matrixed employees (4 managers, 2 leads, and 44 individual contributors) globally. Top deliverables include: deployment of the fully managed public (AWS, Azure) and private cloud SAS solutions supporting new annual revenue in excess of $250M; innovation and performance that is driven by automation; and strategic initiatives focused on cost controls and quality. Executive-level visibility and communication on the strategic direction for hosting delivery and metric-driven improvements.

Oversight and management for all aspects of global technical operations. Manager charged with leading cross-functional teams and diverse enterprise-wide projects. Guide teams in the delivery of outstanding client service for Panasonic Weather Solutions products and services across multiple offices in the United States, including ownership of Operations, Data Analytics, Quality Assurance, and on-call 24-hour global client support and contact centers. I lead staff recruiting and training, talent acquisition, and professional development. Manage high-level technical projects using Agile/Waterfall methods. I oversee DevOps, AWS, and private cloud hosting services for a diverse portfolio of clients. I am in charge of program management, product life cycles, business intelligence, vendor relations, P&L review, and strategic planning.In my role thus far, I have increased the Data Analytics group’s responsibilities that are focused on driving operational and business decisions. Dramatically decreased costs through data analysis of system performance and identification of root cause, driving product design and manufacturing improvements. Established internal and customer dashboards for visually impactful business insights highlighting historical performance, trends, and forward-looking expectations. Successfully improved overall client satisfaction, service quality, QMS processes and internal business performance through streamlined and innovative technology implementations. Additionally, I dramatically increased revenue by 6000% via the development of a new and forward-facing business model focused on global expansion and penetration into new markets. I established and migrated a successful international customer contact center servicing client support and sales.

Guide teams in the delivery of outstanding client service for AirDat’s products and services across multiple offices in the United States, including ownership of Operations, Quality Assurance, and on-call 24-hour client support and contact centers. Lead staff recruiting and training, talent acquisition, and professional development. Manage high-level technical projects using Agile/Waterfall methods. Oversee DevOps, AWS, and private cloud hosting services for diverse portfolio of clients. In charge of program management, product life cycles, business intelligence, vendor relations, budget and strategic planning.• Effectively grew client base by more than 500% with achievement of concurrent 100% client retention rate.• Dramatically increased revenue by 6000% via development of a new and forward-facing business model focused on global expansion and penetration into new markets.• Established and founded successful international customer contact center servicing sales and client support.• Successfully improved overall client satisfaction, service quality, and internal business performance through streamlined and innovative technology implementations.

Guide teams in the delivery of outstanding client service for AirDat’s sensor network and services across multiple offices in the United States, including ownership of network management, and on-call 24-hour global client support. Lead staff training and professional development. Manage technical implementation projects. In charge of program management, product life cycles, business intelligence, vendor relations, budget and strategic planning.• Established and founded successful international customer contact center servicing client support.• Established and grew data analytics group that is focused on driving operational and business decisions.• Developed internal processes and SOPs to improve problem resolution through engagement with hardware/software engineering, manufacturing and field services teams.• Successfully improved overall client satisfaction, service quality, and internal business performance through streamlined and innovative technology implementations.

At PeopleFluent, I was specially recruited to lead production data center support, operations, and administration of servers. I held bottom-line accountability for hardware and software maintenance, configuration, installation, and troubleshooting for data production center as a senior and lead engineer. I oversaw and developed in-house applications, enterprise migrations and upgrades, and overall team support. I spearheaded strategic technical operations policy planning, performance objective setting, task prioritization, and mentorship of team members. Here, I developed and implemented first Microsoft Windows 2003 server with multi-node high availability SQL database servers for SaaS applications. I managed critical projects, including a SAN migration from IBM to EMC storage. I also effectively reduced production outages by 70% via improvements to quality checks and production procedures.

In this role, I was specially recruited for my expertise in hosted hardware, software, and applications (IaaS, PaaS, SaaS).As a Senior Systems Engineer, I led all aspects of pre- and post-sales engineering solutions, integration, and support. I orchestrated application configuration and support across multiple data centers in addition to customer networks hosted in Peak-10 facilities supporting over 1000 users. I also supervised and directed Network Operations Center personnel to ensure achievements of 100% problem resolution and customer satisfaction. I ensured proper training and performance of department personnel and set challenging yet achievable goals.