Sr Project Manager

• Jan 2020 - Present

Infrastructure Project Manager

• Feb 2019 - Jan 2020

Service Manager - Priva

• Jul 2016 - Feb 2019

Responsible for providing White Glove service and main Point Of Contact to Ultra High Worth Customers like the Larry Ellison, Bill Joy, Micky Arison, the late Paul Allen, Royal Families etc. with a portfolio of $20M/ year. Technical Advisory to owner representative or Captain for upcoming owner trip or charter. Take ownership of customer issues and follow problems to resolution. Proactive monitor customer experience through NMS, SolarWinds to mitigate possible threats that may impact customer. Pinnacle escalation point to any customer technical related issue outside the typical work flow. Retain customer business through trust, loyalty and exceeding their expectations. Mentor and nurture internal teams throughout the organization to promote excellent Technical Aptitude and Customer Service. Project Manage sensitive high risk projects; like Dilbar, Eclipse, The World, Good Morning America, etc. to assure success. Project Managed multiple new product developments with success that pushed the edge of technology and industry standards. Responsible for conducting North West Passage and Antarctica LBAs and setting the right expectations with customers. Negotiate SLAs with customer and define verbiage used by Legal to incorporate into contracts. Implement internal KPIs to successfully 85% ticket resolution on the first call. Approve all Products and Customer Solutions for external projects.

Service Manager

• Sep 2015 - Sep 2016

Transitioned from MTN Customer Service Manager to EMC Service Manager for the Yacht Business Unit. Continuing providing subject matter expert input to the product design and business strategy. Main point of contact for customer relating to technical matters, BW upgrades, itinerary planning, and hardware preventive maintenance. Strategized the "Concierge Concept" to provide yacht customers with a boutique style service. Transitioned from MTN Customer Service Manager to EMC Service Manager for the Yacht Business Unit. Continuing providing subject matter expert input to the product design and business strategy. Main point of contact for customer relating to technical matters, BW upgrades, itinerary planning, and hardware preventive maintenance. Strategized the "Concierge Concept" to provide yacht customers with a boutique style service.

Project Manager / Customer Service Manager

• Mar 2003 - Sep 2015

Responsible for the development, implementation and management of the Yacht Business Unit’s Process and Procedures to maximize Yacht Team efficiencies. Provide resolution to all escalated issues pertaining to Yacht Customers, MSPs and internal customers. Analyze company policy and liaise with all MTN departments to find discrepancy in workflow and resolute to attain improvements. Work closely with MSPs to insure MTN procedures, standardization and quality is achieved. Spot check data base for discrepancy and advice departments accordingly. Appointed Safety Officer to regulate and implement Safety Procedure according to OSHA regulations. Assess upcoming projects for Safety Hazards and provide recommendation to PM and technicians. Maintain Safety Library with OSHA required documentation and provide Safety Training accordingly.

Supervisor Shipboard Communications

• Jan 2000 - Nov 2002

Managed daily operations and maintenance of all communications systems on-board Royal Caribbean and Celebrity fleet, 23 ships in total. Managed vendors that provided VSAT, PABX and Inmarsat services. Project managed the design and implementation of shipboard accounting software for new and existing ships. Directed the Satellite and PBX design, engineering and implementation for newly constructed ships at the French, Finnish and German shipyards. Counseled Network Engineers in the LAN and WAN environmental upgrades. Researched and implemented the SCADA Systems for the RCCL and Celebrity fleet. Participated in the Incident Response Crisis Center during company emergencies

Communications Technician

• Feb 1991 - Jan 2000

Installed and maintained the network infrastructure to the corporation’s terrestrial, mobile and marine environments. Responsible for installing and maintaining RF communication system consisting of Ku band VSATs, Inmarsats, UHF/VHF Motorola repeaters, HF SSB, GMDSS throughout the MSRC maritime fleet. Maintained a variety of Cisco routers, Cabletron hubs, Unix, NT and Mac servers, Micom Netrunner and NET multiplexers, line amplifiers, modems, wireless LAN systems, PCs, laptops and peripheral equipment I.E: scanners, printers, palm pilots, fax machine copier, etc. Managed all LAN/WAN issue and worked with vendors to provide uninterrupted network continuity. Provided tech support for all software, hardware and RF communications to end-users with focused urgency. Maintained Communication Suite consisting of a Ku band satellite system, Nortel Option 11c PBX, UHF/VHF Motorola repeaters and wireless LAN systems. Supervised up to 4 employees during steady state and 40 workers during an emergency crisis. Developed and presented Training Seminars on Safety, Equipment Operations, HAZWOPER Training to Contractors and Company Employees.