Senior Solutions Architect

• Jun 2022 - Present

Sr. Customer Success Manager / Sr. Technical Account Manager

• Feb 2021 - Jun 2022

Trusted advisor for a book of business valued at $11M. Accounts include State Farm, Allstate, McDonalds, Discover Financial Services, Schlumberger, Equifax and Truist; each utilizing AWS, GCP, Azure and HashiCorp products such as Terraform for Infrastructure as Code and Vault for Secrets Management. Onboarded customers and assisted with the creation of their development and production clusters, configured replication, set up authentication, secrets engines, and configured third-party monitoring tools such as Grafana and Prometheus. Managed the entire post-sale relationship from onboarding to expansion and upsell. Conducted QBRs, provided trend analysis for support tickets, advocate for prioritization of feature requests and bug fixes, review product roadmaps with key stakeholders and incident management. Assisted Customer Success Architects with conducting Maturity Assessments - a technical conversation that helped customers optimize their workflows, identify security and performance risks, and provided recommendations for remediation. Discovered additional use cases by understanding the customers' entire IT stack, qualified gaps HashiCorp products could fill and coordinated Proof of Concept trials between Sales, Support and Product Management. Show less

Global Premier Services, Senior Account Manager, Customer Success Manager

• Aug 2016 - Feb 2021

• Dedicated account manager for Intel and Massachusetts Institute of Technology (MIT); accounts valued at over $20M. Serves as the technical advisor for customer’s VMware projects and manage escalations through resolution. Develop and deliver post-incident reports on all critical support incidents, develop and maintain customer support plans and relationships, used complex analytical skills to recognize trends and improve performance in order to assist sales team and professional services objectives. • Ensure customer expectations are exceeded and customer retention remains high. Achieved a 93% retention and renewal rate for 15 high-touch accounts. Key player in achieving 90% adoption rate of VMware Skyline for assigned accounts. • Provide VMware Premier Services customers proactive support by having a deep technical understanding of customer’s virtual environment and making recommendations based on documented best practices. Conduct quarterly business review presentations with customer’s executive-level stakeholders by collecting, analyzing and producing data-driven insights. Show less

Software Engineering Student

• Feb 2020 - May 2020

15 Week Full Stack Web Development • Frontend: JS fundamentals (ES6+), Component Pattern, React.js, Redux • Backend: Ruby fundamentals, MVC pattern, Rails, SQL, ORMs, Active Record, Ruby on Rails 15 Week Full Stack Web Development • Frontend: JS fundamentals (ES6+), Component Pattern, React.js, Redux • Backend: Ruby fundamentals, MVC pattern, Rails, SQL, ORMs, Active Record, Ruby on Rails

Systems Maintainer

• Nov 2015 - Aug 2016

• Performed Tier 2 software application maintenance and backups on assigned mission systems running a variety of operating systems to include Linux and Windows. • Detects, isolates, documents, quickly reports, and resolves system outages or problems encountered during operations of the operational system baseline, which includes collecting diagnostic data, restoring the system operation, developing workarounds, and other activities necessary for recovery of a system • Performed Tier 2 software application maintenance and backups on assigned mission systems running a variety of operating systems to include Linux and Windows. • Detects, isolates, documents, quickly reports, and resolves system outages or problems encountered during operations of the operational system baseline, which includes collecting diagnostic data, restoring the system operation, developing workarounds, and other activities necessary for recovery of a system

Unix System Administrator

• Jun 2015 - Oct 2015

• Systems Administrator responsible for a dynamic, high-availability environment consisting of 240 hosts with a variety of operating systems including Red Hat Enterprise Linux 5/6, Solaris 9/10, Windows 7/2003/2008R2/XP. • Monitor and report on system and database backups to ensure they appropriately configured, implemented and verified to enable recovery from failure. Monitor and maintain appropriate security environments and policies on Windows and Linux servers. • Systems Administrator responsible for a dynamic, high-availability environment consisting of 240 hosts with a variety of operating systems including Red Hat Enterprise Linux 5/6, Solaris 9/10, Windows 7/2003/2008R2/XP. • Monitor and report on system and database backups to ensure they appropriately configured, implemented and verified to enable recovery from failure. Monitor and maintain appropriate security environments and policies on Windows and Linux servers.

Technical Support Engineer - Federal

• Mar 2014 - Jun 2015

• Provide Federal customers with technical support pertaining to the installation, configuration and management of all VMware products. • Assist customers with configuring and monitoring Microsoft SQL server 2003/2008/2012 Databases and performed routine tasks such as performance tuning, indexing, purging and database replication for vCenter server and Database dependent virtual machines. • Responsible for diagnosing & troubleshooting VMware ESX/ESXi Hosts and Virtual Center Environments by providing detailed root cause analysis through log reviews using PuTTY. • Instruct system administrators on the best practices for ensuring their environment has acceptable performance and integrates with their VMware products. Show less

Special Agent, ISSO

• Apr 2011 - Mar 2014

• Information Systems Security Officer. Establish and enforce security policies to protect unit computer infrastructure, network and data. • Install/update security products such as firewalls, anti-virus software; conduct end-user and Information Assurance awareness training. • Information Technology equipment custodian; responsible for adding/removing IT equipment from unit account and all associated documentation. • Plans, develops and conducts major criminal/fraud/counterintelligence investigations pertinent to United States Air Force interests. • Responsible for accomplishing proper investigative procedures to include processing crime scenes, gathering evidence, interviewing witnesses and producing reports of investigation. • Identifies, recruits, trains and manages confidential informants; briefs senior Air Force leaders on case development. Show less