Senior Manager Onboarding

• Oct 2022 - Present

• Overall customer satisfaction from onboarding experience • Ensure delivery timelines are met for all customer solutions with the objective to decrease the time from book to build. • Maintain & improve the quality and quantity of onboarding. • Be the owner for all onboarding processes. • Responsible for synchronized delivery of project results and risk management to achieve program success. • Is the Primary post-sales relationship with the customer on all assigned Projects and solutions through handoff to Operations • Guides all complex builds through the Onboarding process, establishing customer expectations, keeping the customer informed of progress, deadlines and impediments at regular intervals. • Understand all aspects of the Customer Implementation Process (CIP) • Finalizes Documentation for efficient supporting of the customer • Works with Sales Architects to ensure all diagrams and documentation are provided prior to implementation of the solution • Provide technical guidance to the Sales organization for customer solutions • Provide feedback to the Implementation Specialists with regards to long term strategies, processes, and procedure • Interact and communicate with customers, other departments, and third-party vendors to ensure a smooth deployment of a solution • Establish and maintain cross functional relationships across the company • Manage and optimize onshore and offshore resources related to customer onboarding • Deliver an exceptional customer experience every day • Subject matter expert resource for any major project work associated with the onboarding process. • Engage in QBRs of new customers to understand their onboarding experience Show less

Manager, DBA Services Operations

• May 2021 - Nov 2022

Senior System Engineer

• Feb 2019 - May 2021

Senior System Engineer

• Feb 2018 - Feb 2019

Infrastructure Manager

• Dec 2012 - Feb 2018

Manage the Infrastructure Team. Work with clients and internal teams to implement successful monitoring solution Work with development team on deployment of their new products Manage the Infrastructure Team. Work with clients and internal teams to implement successful monitoring solution Work with development team on deployment of their new products

Network Administrator

• Mar 2007 - Dec 2012

• Maintained and monitored the server room, the wireless network and other server infrastructure. • Set up staff workstations with PCs, Macs, phones and laptops. • Assisted in the layout/design/deployment of network/computer equipment for new facility built in Irapuato, MX. • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues. • Oversaw the daily performance of computer systems. • Identified and corrected performance issues. • Ensured proper installation of cables, operating systems and software. • Managed firewall, network monitoring and server monitoring both on- and off-site. • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements. • Ensured network, system and data availability and integrity through preventative maintenance and upgrades Show less

Information Systems Instructor

• Sep 2003 - Feb 2005

• Taught junior and senior high school students computer technology as guided by Kentucky Department of Education • Provided all aspects of computer support to both teachers and students within the school • Assisted the Carroll County Systems Administrator with support of all schools within the county • Designed/implemented the first "mobile classroom" within the county • Taught junior and senior high school students computer technology as guided by Kentucky Department of Education • Provided all aspects of computer support to both teachers and students within the school • Assisted the Carroll County Systems Administrator with support of all schools within the county • Designed/implemented the first "mobile classroom" within the county