Experience

Activu

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director of Professional Services

  • Jun 2019 - Present

  Serve as a core member of the Management Team. Provide management with regular project updates; serve as a critical advisor to the team as an Implementation leader and help to set the direction for the implementation and professional services team, with a special emphasis on how and what we implement.• Manage and Maintain Salesforce/ServiceMax• Identify process improvements and develop plans for addressing using modern IT solutions• Supporting pre-sales processes and working with sales and account management professionals to win new business• Oversee implementation and support of systems• Work with Product and QA teams to improve product offerings and influence new development for the product pipeline.• Proposal review and refinement• Recruiting and staff development• Representing all constituents related to use, delivery and support of the software solution

• Technical Support Services Manager

  • Jul 2013 - Jun 2019

  Designed and implemented the required infrastructure for the companies first SLA including customization to meet demands for customers for 24/7/365 commitments with 4-hour on-site response times. Applied ITIL practices to improve existing provided services and ensure new services are implemented in the most proficient and cost-effective manner. Managed and reviewed data to develop metrics for improvements in service delivery and overall service objectives, including managing vendor support for their products. Instituted standard operating procedures for the Technical Support Services to improve customer satisfaction and expectations.

• Systems Integrator

  • Jun 2007 - Jul 2013

  Integration of custom software on business and secure networks. Work extensively with end users for customer configurations. Train end users on functionality of the product per their specific use cases. Work with latest IT technologies to streamline commissioning methods. Develop and maintain standard operating procedures for the product including AV devices.


GettingHired LLC
• Sr. IT Engineer

  • Jan 2005 - May 2007


KMC Telecom

• Telecommunications
• 1 - 100 Employee

• IT Engineer

  • Mar 2005 - Dec 2005

• MIS Intern

  • Jun 1999 - Mar 2005