• Manage technical support team responsible for delivering quality professional services• Ground up development of customer success tools: Salesforce, SFDC Service Console/Community, Jira, etc.• Created CS dashboard with aggregated client data. Report to senior leadership• Created a customer outreach and survey process that led to positive NPS results• Provide direct reports with coaching, mentoring, feedback, and developmental training• Lead Cross-functional teams responsible for improving internal processes and delivering product enhancements• Interface cross-departmentally to create company wide support, regulatory, and implementation processes• Create maintenance and monitoring processes for mission-critical Production level SaaS systems• Encourage and promote company values and culture by challenging and inspiring employees• Provide performance management for direct reports: training, mentorship, performance reviews

• Provide technical product and services support to both internal and external clients• Assist in the planning, design, configuration, and installation of new software implementations• Support the installation and training of new clients in the administration of the LEAP software suite• Create, manage, and promote new technical documents and training materials• Proactively interact with customers to identify service issues and business opportunities

• Assist in managing the DTD operations of highly skilled exploratory QA application testing team• Create and execute test scripts, analyze test results, submit bugs and suggestions to developers• Conduct failure analysis tests on satellite receiver and multimedia streaming hardware• Interface directly with Product Managers to encourage the adoption of automated testing procedures

• Scope, design, and implement LAN data networks and associated servers; provide technical support• Provide basic technical troubleshooting, system maintenance, and security advice to customers• Install and configure residential and commercial Audio and Video systems.