Director of CyberSecurity

• Apr 2022 - Present

Manages the Interlaced internal Cyber Security ProgramMaintains minimum requirements to meet compliance requirements Maintains policy and process documentation related to Interlaced’s security programEngages directly with clients on Security Consulting projectsCollaborates with the Interlaced Sales, CSM and Engineering teams on client sales calls as the Security subject matter expert

Senior Client Success Manager: Security

• Dec 2021 - Present

Customer Success Manager

• Dec 2018 - Dec 2021

Sales and Management:Provides client technology strategy (vCIO).Identifies project opportunities through regular communication with client, support team, and particularly assigned engineers.Identifies project opportunities through a deep understanding of the client’s environment and business needs.Manages project scope development, develops technology roadmap and works to build value out of existing services to encourage clients to get more involved in their technologyLicensing renewals (Meraki, Google etc.)Customer Success:Regular check-ins based on priority schedule and CRM rulesAd-hoc check-ins based on satisfaction dataStays on top of evolving client business needsMaintains excellent rapport with POCsCommunicates Interlaced improvements and updates to clientWorks with client support team (Service Manager, PMs and Engineers) to ensure successful service delivery, align and meet client expectationsOnboards new clients in coordination with the Client Success TeamCommunicates with clients and provides continuity from Sales to ServicesBuilds and maintains client Hubspot profile and data Show less

Systems Engineer

• Dec 2016 - Dec 2018

Takes ownership of assigned client’s technologyCreates and maintains thorough documentation of client technologyActively identifies project opportunitiesDrafts initial project SOW and works with Dir. of Engineering to finalizeDelivers on project under guidance and in collaboration with PMActively passes client feedback to CSM for further actionIdentifies CS issues and potential CS issuesManages onsite schedule in coordination with Dir. of Engineering and Engineering teamTakes a proactive approach to building, supporting and maintaining assigned client technology programsOnboards new clients in coordination with the Client Success TeamOwns user onboardingMaintains client JSS environmentsAlong with Service Manager provides guidance and mentorship to Service Desk Engineers for client environmentsTakes ownership of ticket escalations from Service Desk TeamManages ticket backlog and meets or exceeds Interlaced SLAs.Manages client device inventory and flags devices for replacement (>3 years or as defined by client). Show less

Director Of Technology

• Nov 2015 - Jan 2017

Served in a consultancy capacity advising the owner on technology strategy and implementation in a company that grew from 3 to 30 employees over the 2 year period I was most active. Developed MDM/BYOD Policy for employees Implemented a SaaS solution, WhenIWork, to allow 1099 employees to accurately track payable time from their own devices. Designed and deployed employee management system and implemented ID management solution. Successfully migrated business to G Suite and Google drive Advised on multiple technology solutions and consistency pushed business to utilize best practices now that would scale in the future. Provided personal consultancy services to business partners Show less

Genius

• Aug 2013 - Dec 2016

• Responsible for repairing customer relationships with their products and Apple.• Strong skills in multitasking, customer service, teamwork, troubleshooting, time management, priority setting, and learning on the fly.• Represent Apple's iconic position with poise and composure expected of the brand.• Working in a beyond-fast-paced retail environment.• Extensive knowledge of MacOS, iOS, WatchOS, TvOS and the Apple ecosystem including iCloud, Handoff, iMessage, MailDrop.• Problem solving mindset supported by a customer first mentality. Show less

In Store Guest Trainer

• Sep 2015 - Feb 2016

6-Month career experience to develop presentation skills and interpersonal savvy.• Partnered with store leadership team to determine store training priorities. • Conduct Formal Training for oncoming as well as existing employees.• Delegated training initiatives to established mentors to create learning environment.• Support ongoing training using Formal and Informal Training.• Helped deliver and support training components of store meetings.• Support key business priorities through launch and ongoing training.• Scheduled and organized training for new products for all employees.• Created partnerships within market to ensure a consistent message and experience regarding training. Show less

Systems Specalist

• Oct 2012 - Sep 2013

Assisted owner in formation and initial stages of company startup. Basic knowledge of Photoshop and Illustrator for making promotional materials. Dropping of low voltage lines and cable termination for computer networking. Domain troubleshooting. Networking and VPN configuration. End-User helpdesk support using Spiceworks ticketing and ScreenConnect remote management software. Consulted small and medium sized business by explaining the business advantages to updated networking and computer systems. Silently deployed new systems overnight with minimal service downtime. Remote terminal server management. Show less

IT Support Technitian

• May 2012 - Jul 2013

Developed deployment system for in-house client computer imaging. Designed branded OS images for custom built machines. Transitioned business away from optical media. Designed and deployed updated internal network including security, physical hardware, and wiring. Created and managed company domain. Consulted small local businesses on hardware and software upgrades. Serviced all contracted clients personally and built strong connections. Experience in troubleshooting & repair of computer systems. Advanced knowledge of various hardware & software applications. Ran low voltage cable including CAT5e and terminated to in-wall receptacles. Advanced proficiency in MS Office; ability to learn new systems. Experience in Windows Server features including AD, WDS, PowerShell, and Exchange. Experience in Windows Server 2003 up to and including Server 2012 Practical Knowledge of VMware Virtualization products including ESXi 5.1 and vCenter Experience in DNS, DHCP, and other networking technologies. Show less

Car Audio Salesperson

• Oct 2010 - Feb 2011

Offered professional consulting to walk-in customers about mobile audio Worked out bundle pricing including in house installation Assisted with sales in professional home theatre and professional audio Knowledge of in-car accessories including GPS, Radar, SIRIUSXM, and Bluetooth Commissioned sales experience Offered professional consulting to walk-in customers about mobile audio Worked out bundle pricing including in house installation Assisted with sales in professional home theatre and professional audio Knowledge of in-car accessories including GPS, Radar, SIRIUSXM, and Bluetooth Commissioned sales experience

DDP Program Summer Intern

• Jun 2010 - Sep 2010

Assisted in general office operations such as copying, filing, shredding, etc. Responsible for invoice file organization and relocation within regional headquarters building, Data entry and Microsoft Access management, Consolidated terminated personel files. Assisted in general office operations such as copying, filing, shredding, etc. Responsible for invoice file organization and relocation within regional headquarters building, Data entry and Microsoft Access management, Consolidated terminated personel files.