Experience

Digital Hands

• United States
• Computer and Network Security
• 1 - 100 Employee

• Sr. Director Customer Success

  • Jan 2023 - Jul 2023

  Tampa, Florida, United States



Rimsys Regulatory Management Software

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Director, Customer Service and Success

  • Nov 2020 - Jan 2023

  Pittsburgh, Pennsylvania, United States



Messina Technologies

• Information Technology & Services

• Sr. Director of Service Delivery

  • Apr 2020 - Nov 2020

  Responsible for quality and performance standards of Customer Success. Setting performance objectives and maintaining operational effectiveness. Serve as client advocate and issue escalation for resolution.



Net Health

• United States
• Software Development
• 400 - 500 Employee

• Director of Technical Support

  • Jun 2017 - Aug 2019

  40 24th Street, Pittsburgh, PA 15222 Led Technical Support teams for multiple enterprise software solutions, focusing on leadership development, process refinement and technology improvement. • Drove significant increase in team performance evidenced by over 20-point Net Promoter score gain for standalone and enterprise clients. • Recommended and implemented quality control and monitoring processes to set a baseline for staff knowledge and performance, with immediate 10% improvement of case accuracy. • Identified… Show more Led Technical Support teams for multiple enterprise software solutions, focusing on leadership development, process refinement and technology improvement. • Drove significant increase in team performance evidenced by over 20-point Net Promoter score gain for standalone and enterprise clients. • Recommended and implemented quality control and monitoring processes to set a baseline for staff knowledge and performance, with immediate 10% improvement of case accuracy. • Identified opportunities for technology enhancements and integrations, leveraging existing systems with innovative technologies to streamline support efforts and deliver a superior client experience; providing 3 FTE gain in performance. Show less



TeleTracking

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Vice President Information Technology & Systems / Security Officer / Privacy Officer

  • 2013 - 2017

  Pittsburgh, PA Providing a coordinated direction for existing and future Information Technology and Systems enabling secure and productive employee engagement. • Redefined Internet Service Provider requirements and Disaster Recovery state from minimal coverage to fiber enabled, geographically remote protection with significant cost reduction. • Drive standardization for internal Information Technology processes, project planning, prioritization and documentation standards. • Year over year improved… Show more Providing a coordinated direction for existing and future Information Technology and Systems enabling secure and productive employee engagement. • Redefined Internet Service Provider requirements and Disaster Recovery state from minimal coverage to fiber enabled, geographically remote protection with significant cost reduction. • Drive standardization for internal Information Technology processes, project planning, prioritization and documentation standards. • Year over year improved security posture through third party audit/review process for HIPAA compliance, application security reviews, external penetration testing, internal and external vulnerability scanning and remediation planning. • Providing solid focus on security throughout the team as Information Privacy & Security Officer and main contact for NHS Information Governance; Implemented new employee technical and security training, and ongoing annual corporate training. • Led IT&S Team to revision of existing virtualization strategy from manual, isolated functionality to centrally deployed and managed environment. Improved infrastructure to deliver greater flexibility with highly available and resilient capabilities, while maintaining budgetary discipline. • Redesigned vendor engagement practices to ensure high degree of operational efficiency and maximize return on investment.

• Vice President, Technical Support

  • 2008 - 2013

  Pittsburgh, PA Extending client focus to a growing leadership team and working to evaluate and integrate acquisitions of product and service offerings while retaining outstanding client relationships and corporate profitability • Turned profile of satisfied clients from ratio of 4-1 Satisfied/Very Satisfied to ratio of 4-1 Very Satisfied/Satisfied • Achieved Support Center Excellence Award Levels I and II from Technology Services Industry Association (TSIA) • Earned highest ranked KLAS scoring for… Show more Extending client focus to a growing leadership team and working to evaluate and integrate acquisitions of product and service offerings while retaining outstanding client relationships and corporate profitability • Turned profile of satisfied clients from ratio of 4-1 Satisfied/Very Satisfied to ratio of 4-1 Very Satisfied/Satisfied • Achieved Support Center Excellence Award Levels I and II from Technology Services Industry Association (TSIA) • Earned highest ranked KLAS scoring for customer service/technical support • Technical Support consistently identified by clients as a major impact on client satisfaction and retention • Successfully continue to retain 95% client satisfaction ratings with extensive staff turnover and young tenure. • Achieving recognition from Technology Services Industry Association for Support Staff Excellence multiple years. • Initiated first revenue generating Custom Reporting option for clients. • Successfully integrated multiple corporate acquisitions of new solutions into the existing team.

• Director of Technical Support

  • 2003 - 2008

  Pittsburgh, PA Provided direction and focus, improving operational excellence and soaring client satisfaction, under budget and in a timely manner. • Led search for and implementation of replacement company telephone and conferencing system, with proven savings that paid for the system in the first year of deployment (over $80,000 first year). • Reduced average wait time and abandoned call percentages dramatically since taking over department • Instrumental in moving TeleTracking away from system… Show more Provided direction and focus, improving operational excellence and soaring client satisfaction, under budget and in a timely manner. • Led search for and implementation of replacement company telephone and conferencing system, with proven savings that paid for the system in the first year of deployment (over $80,000 first year). • Reduced average wait time and abandoned call percentages dramatically since taking over department • Instrumental in moving TeleTracking away from system hardware ownership and the burden/expense of supporting non-proprietary system components • Created independent, action-oriented team providing world-class service to extensive client base • Developed and implemented revenue-producing system administration training courses • Created a team culture that fosters high value for client dedication and company values • Initiated cooperative product teams incorporating all client-facing departments, providing more unified delivery of solution support from development to implementation to support • Client satisfaction with Technical Support has increased rapidly and is at a company high 95% • Identified gaps in existing support issue-tracking system and found a solution that provided better functionality at lower cost of ownership, implementing with no impact to client operations or delay in company access to data

• Field Engineer

  • 2000 - 2003

  Pittsburgh, PA Responsible for systems installation, configuration, and training.



TSIA

• United States
• Information Services
• 100 - 200 Employee

• Advisory Board

  • 2005 - 2013

  TSIA Advisory Boards work together to advise us on how best to provide our members with the right solutions, programs, research, and events that can help strengthen their businesses. They directly collaborate with TSIA researchers and senior leadership, alerting us of important industry issues, trends, and opportunities affecting their respective fields that align with each of our areas of research. I served on the inaugural Customer Support Advisory Board and also on the Healthcare… Show more TSIA Advisory Boards work together to advise us on how best to provide our members with the right solutions, programs, research, and events that can help strengthen their businesses. They directly collaborate with TSIA researchers and senior leadership, alerting us of important industry issues, trends, and opportunities affecting their respective fields that align with each of our areas of research. I served on the inaugural Customer Support Advisory Board and also on the Healthcare Advisory Board during my tenure with TSIA. Show less