Experience

Nuspire

• United States
• Computer and Network Security
• 100 - 200 Employee

• Director of Operations

  • Jun 2022 - Present

  I drive operational excellence for underperforming departments by conducting needs assessments, risk analyses, and performance evaluations to provide strategic guidance on improvement opportunities.Additional Responsibilities:· Steer optimal client satisfaction through client retention best practices; interface directly with at-risk customers to identify pertinent issues and deliver corrective action.· Provide strategic direction to team members by fostering positive work environment committed to delivering superior customer service experiences.· Facilitate discussions to assess employees’ ability to meet and exceed client expectations.· Streamline reporting processes to simultaneously adhere to Service Level Agreements (SLAs) and internal metrics/KPIs.· Establish auditing program to ensure NOC/SOC operations aligned with stringent customer SLAs.· Serve as Brand Ambassador to ensure successful outcomes are shared with external stakeholders Show less

• Director of Quality and Training

  • Jun 2012 - Jun 2022

  I led major process improvements and coordinated project planning and execution for training and quality business functions, continually expanding team size and capabilities to meet company needs.Additional Responsibilities:· Spearheaded coordination of mergers and acquisitions by integrating systems and book of business into organization while maintaining employee satisfaction and engagement.· Implemented standardized training after identifying need to optimize employee performance; wrote, produced, and facilitated 100+ courses of internal training content.· Launched Learning Management System (LMS) with additional third-party content to effectively deliver existing and new training content; created dedicated career paths to ensure employee growth and upward career movement.· Developed ITIL Change Control Process to track internal and customer changes while maintaining accountability of team members; built ITIL Problem Management Process to easily identify and resolve recurring issues.· Coordinated and integrated customer satisfaction program to accurately track customer satisfaction and NPS scores throughout client onboarding and quarterly reviews.· Stood up team to create data analytics platform for organization to build and report SLAs/KPIs to be distributed across organization and to clients.· Led technical writing team to streamline access and increase efficiency by consolidating three document repositories and standardizing documentation formats.· Planned and produced a Process Management System to collect process deficiencies and formally document them. Show less

• Project Manager

  • Jan 2004 - Jun 2012

  I simultaneously served as a Project Manager, NOC Manager, and IT Manager based on organizational need.Additional Responsibilities:· Implemented rollouts across 2.3K locations for Japanese and US Automaker encompassing implementation of SIEM services and onsite installation of UTM device, Proprietary Secured Wireless Network, and internet services.· Operated as Sales Consultant and Sales Engineer to consult with customers, build SLAs, and drive sales for call center and MSSP services which generated $5M in annual revenue.· Led coordination to stand up three separate call centers in US and Central America; designed call centers to provide support for IT services and MSSP services.· Managed daily operations for call center, maintaining 99% SLA compliance for ASA, ASR, and abandonment rate.· Maintained internal Servers/Firewalls/Routers/Switches to ensure connectivity and uptime, ensuring 99% client uptime performance SLA and 98% performance SLA for P1 and P2. Show less



Twilight Benefit Foundation

• Board Member

  • Jan 2013 - Present

• Volunteer

  • Jan 2007 - Jan 2013