Chief Operating Officer

• Dec 2022 - Present

Software Support

• Dec 2020 - Dec 2022

SIML - Technical Support Desk Manager

• Nov 2018 - Oct 2020

• Developed a team of Technical Support Desk Engineers to maintain the service operations of Optanix software applications. • Led the Technical Support Desk team in the successful deployment of Unix based Service Infrastructure Management Layer (SIML) system.• Established effective communication practices to maintain partner/customer relationships.• Ensured successful service operation of managed services/operational excellence.• Reduced system health incident cases to lowest level observed at the company• Deployed new Optanix application, SIML, and ensured its successful compliance with ISO and SOX. Show less

SaaS Supervisor

• Apr 2015 - Nov 2018

• Facilitate and oversee effective communication between separate support teams, ensuring effective collaboration and communication to accelerate efforts.• Assignment of roles for shift operation, taking in mind each employee’s strengths to ensure that they are positioned to do their best.• Manage client to support staff communication in high priority events that require accurate and time sensitive tasks to be completed to remediate issues.• Project management for large tasks needing organization for completion, requiring understanding of available resources and time constraints to accomplish the assigned task or tasks involved.• Act as an extension of the HR department in conflict mediation, and point of contact for engineers to facilitate policy and HR related questions and resolve HR issues.• Manage desirable behaviors in staff and coach employees actively to accomplish the needs of the client to support the business.• Provide input on staffing needs and performance reviews/ conversations with employees to effectively evaluate their strengths and opportunities.• Drive the service lifecycle of the Optanix Platform, ensuring customer SLA/SLOs are met or exceeded and uptime commitments exceed expectations. Show less

Operations Manager

• Apr 2006 - Apr 2015

Responsibilities within Operations Manager Role: Business Sales Management: • Support success and development of the department by guiding employees to achieve district objectives. • Develop processes to improve overall customer experience, employee experience, and financial results. Back Office and Staffing Coordination: • Oversee staffing needs and on-boarding process for new employees. Actively create solutions to complex staffing needs by having consistent conversations with employees and recruiting. • Oversee and directly handle all back office duties needed to correctly operate the company's millions in accounting per year, skillfully resolving all issues with urgency and accuracy. • Manage the building's expenses month to month to ensure the operating costs do not exceed budgets. Asset Protection: • Directly supervise a team of Asset Protection associates skillfully trained to minimize loss in the building and promote a safe work environment. Inventory Management: • Lead the Inventory Supervisor and establish high expectations for store merchandising, inventory accuracy and customer satisfaction. • Enable and inspire creative solutions to business needs and promote companywide initiatives already proven to drive positive results. • Actively manage all third party associated projects and employees to ensure quality work is performed. Front End/Operations Management: • Provide direction to a Front End Leader responsible for sales expertise, customer satisfaction and process integrity. People Management/HR Management: • Address employee concerns in accordance to Best Buy's Code of Ethics polices. • Mediate conflict involving customers, employees, or third party vendors. • Conduct regular reviews with supervisors, leaders, and associates, in order to communicate quality of work, performance, and advancement opportunities. • Accurately documenting employee performance and consistently adhering to company discipline policies. Show less