Experience

Comtech Telecommunications Corp.

• United States
• Technology, Information and Internet
• 400 - 500 Employee

• Technical Project Manager / Tier 2 Technical Support Lead – Customer Success Specialist

  • Sep 2015 - Present

  I wore a variety of hats in this role and contributed expertise to ensure winning customer experiences for every client.♦ Led team and contributed hands-on expertise to configure, provision, and implement mission critical, redundant emergency communications telephony systems for state/national government agencies, municipalities, and the military. ♦ Provided key oversight and scheduled internal project resources and onsite customer installation teams comprised of up to ~18 personnel. Advised team on design, implementation, and installation of solution to ensure seamless integration with customers’ existing systems. ♦ Ensured streamlined execution by serving as point-of-contact between internal teams and clients. Cultivated strong customer relationships, navigated expectations, ensured satisfaction, and executed delivery within time and budget constraints.♦ Drove project stability, reliability, and availability. Researched performance and operational efficiencies that reduced project cost.♦ Cultivated strong relationships with clients and third-party vendors to ensure alignment with specifications. Placed equipment orders used in implementation projects. ♦ Conducted comprehensive testing, and successfully ensured implementation and adoption. Provided ongoing support and maintenance for optimized performance and availability.♦ Utilized enhanced features of Salesforce to track all project resources hourly time and monitor budget with precise accuracy. Provide justification when exceeding budget. ♦ Assembled project plans/scope, prioritized tasks, scheduled/allocated resources, conducted quality reviews, and ensured adherence to budget. ♦ Monitored and assessed milestones, status, deadlines, and deliverables utilizing MS Project.♦ Effectively managed and consistently verified adherence to stringent industry and government regulatory compliance. Show less

• Technical Project Manager / Tier 2 Technical Support Lead – Customer Success Specialist

  • Sep 2015 - Apr 2020

  Additional tasks completed in this role include:♦ Coordinated with key internal/external stakeholders to conduct in-depth technology assessments and gather requirements to formalize strategic plans. ♦ Leveraged tools/features within Wireshark to pinpoint dropped data packets and conduct network sniffing across data ports to optimize network performance and reliability.♦ Led team prioritization of Remedy ticketing system requests and consistently ensured timely resolution to client issues.♦ Proficiently configured, diagnosed, and troubleshot audio code gateways and ensured maximized performance.♦ Monitored, supported, and tuned network infrastructure, firewalls, and AD environment to achieve optimum performance, availability, and capacity levels. ♦ Administered and supported configuration of GPOs for customized software functionality. Troubleshot and resolved security issues to promote customer success. ♦ Contributed technical expertise to configure and support mission critical SQL databases to ensure redundancy achieved with nightly backups.♦ Methodically collected and analyzed system logs by leveraging tools/features within Edit Pad Pro to rapidly and precisely pinpoint/resolve issues. ♦ Built, maintained, and deployed customized hard drive imaging systems and tested within lab setting to promote streamlined deployment and efficiency across client network environment.♦ Governed WSUS configuration and deployment of critical system updates and patches to proactively mitigate client risk and ensure maximum security and uptime. ♦ Optimized and supported network software and hardware including break/fix utilizing remote desktop, WebEx, and Zoom. Monitored overall system health. ♦ Troubleshot, diagnosed, and supported software applications, Windows/Windows Server, VoIP, and network connectivity for end user efficiency and timely issue resolution. ♦ Devised detailed documentation and reporting for senior leaders. Show less



City and County of Denver

• United States
• Government Administration
• 700 & Above Employee

• Emergency Communications Supervisor

  • Sep 2009 - Aug 2015

  In this critical role, I led daily operations for Emergency Communications Center, adeptly supported Denver Police, Fire, Paramedics, and several other agencies within City and County of Denver. I was accountable for allocating across multiple locations and ensuring readily available for 24x7 operations. ♦ Devised vital documentation communicating detailed narratives with meticulous attention to detail using SquareTrade and Priority Dispatch Corp software. ♦ Refined processes and procedures to drive continuous improvement and increase efficiency/accuracy of mission critical services. ♦ Defined and communicated process changes and closed gaps for improved implementation procedures. Confirmed proper execution to meet goals and adhere to regulatory compliance. ♦ Managed, coached, and scheduled ~22 staff to ensure seamless execution of emergency response. Crafted performance evaluations/improvement plans and mentored/trained staff to promote professional development and advancement. ♦ Served as main point-of-contact leading all departmental system upgrades to ensure mission critical systems stability, functionality, and availability. ♦ Formulated weekly comprehensive reporting, project status and milestones. Presented to senior management for review. ♦ Spearheaded development of project schedules, scope, costing, and pricing. Managed internal budget, hours, risk assessments, and requirements. Effectively communicated with team and ensured timely execution of deliverables. ♦ Consistently measured and tracked project effectiveness and alignment with objectives. ♦ Defined and communicated implementation strategies, plans, and timelines to stakeholders. Show less



AutoNation

• United Arab Emirates
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Office Manager/Assistant Controller

  • Mar 1999 - Jul 2009

  • Facilitated meetings to plan monthly and yearly close-out of financial records • Created monthly forecasting revenue recognition and end of month financials • Managed daily operations of the business office • Observed group dynamics to ensure healthy professional relationships and productivity • Established processes to ensure a proper balance between productivity, revenue, and resource utilization • Reconciled ledgers and balance sheets • Oversaw A/R, A/P, Daily cash reconciliation Show less