Key Contributor & Effective Leader supporting technical operations in fast-paced and high-stress environments within a variety of industries. Experienced in managing cross-functional teams, monitoring service delivery metrics, implementing strategies, and ensuring compliance with service level agreements. Equipped with a keen ability to leverage skills in project management to introduce new tools for cost/time savings and efficiency improvements.

Technical Operations Management Project Management Resource Planning/Allocation

Staff Management/Development Service Design Vendor Management Contract Negotiation

Streamlining Operations Regulatory Compliance Strategy Development Training/Coaching

Change Management Solution Center Environments Process Development/Deployment

  Directly manage day to day technical/project management operations within a fast-paced environment with a concentration on increasing productivity and efficiency levels

  Supervise a team of both Project Managers and Business Analysts which requires providing individualized coaching and feedback in addition to handling employee relations issues

  Design and implement innovative processes aimed at improving efficiency levels in addition to monitoring projects related to Salesforce.com, business continuity planning, process improvement, metric reporting/improvement, staffing, and tool development/deployment

  Instrumental in the creation of a framework which brought mission critical support on-shore along with successfully handling HPE Software and Services separation activities within the AMS Solution Center

  Oversaw the strategic operations of a 24/7 storage team which included approximately 27 Engineers and included monitoring customer satisfaction levels

  Maintained an expert level knowledge of best practices and compliance requirements, worked closely with third-parties, and handled team training/development

  Identified and documented targets and team operational metrics in addition to diffusing escalated customer situations as needed

  Played a lead role in various project management roles within the division which included a project aimed at recruiting/training a full support team during a consolidation

  Successfully obtained approximately $365 thousand in annual savings through the streamlining of current processes in addition to gaining over $200 thousand in revenue from non-traditional support engagements

  Facilitated customer service operations within the organization which included managing a support team within the Mission Critical Support Center

  Monitored customer service interactions to ensure high levels of customer satisfaction, ensured service level agreements were followed, and handled escalated customer service situations

  Successfully increased annual support/hardware revenue from $10 million to over $35 million

  Recognized as a key member of a complex customer support team which provided technical support to mission critical customer accounts

  Reviewed technical issues and customer escalations, created solutions aimed at improving customer satisfaction levels, and prepared service related report for use during account reviews

Additional Professional Experience Includes: Senior SAP Basis Consultant/Technical Lead, Hewlett Packard and SAP Basis Specialist, The Disney Store/Walt Disney Co.