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Work Background
Vulcan CyberSenior Technical Account Manager
Jan. 2024Helping customers get the most out of Vulcan's risk/exposure management platform, built to help businesses mitigate risk through the entire lifecycle as one of the founding US-Based Technical Account Managers. -Serves as the primary point of contact & trusted advisor for clients, ensuring that their security & risk needs can be met with Vulcans Exposure OS platform. -Employ a consultative approach to risk & exposure management by providing tailored advice and solutions that address each customer's specific needs and challenges. -Utilize expertise in a variety of products & Vulcan integrations to guide customers in optimizing and minimizing risk. -Build understanding of customer environments to ensure our product is functioning effectively, providing value while surfacing areas of improvement. -Collaborate with Support, Product & Engineering teams to ensure prompt resolution of any mission critical bugs, must have feature requests, and improve product reliability, resiliency and trust. -Serve as a technical liaison between customers and internal teams, facilitating clear communication and efficient issue resolution. Being at a startup has also allowed me to leverage my years experience in incident management + interest in SRE to implement a robust incident management processes which includes on-call capabilities, structured communications (updates, customer facing status pages) and overall increased product reliability.
FireHydrantSenior Customer Success Manager
May. 2022 - Dec. 2023Remote-Responsible for the complete post-sales lifecycle for a variety of Enterprise and Commercial accounts (30 total). -Serve as a trusted advisor helping customers derive maximum value from their investment in a full cycle incident management platform. -Partner with Pre-Sales, Solution Architects, and Technical teams to develop and deliver quality implementation & onboarding plans. -Facilitate best use, right fit, and support cadence calls with internal and external stakeholders to drive adoption and retention. (QBRs, Service Reviews, Healthchecks) -Closely partner with Sales operations on churn mitigation, pipeline, forecasting while uncovering upsell/expansion opportunities. -Advocate for customer feature requests, prioritization of support tickets, and user experience.
Rackspace TechnologyAdvisory Customer Success Manager - V
May. 2020 - Apr. 2022Jersey City, New Jersey, United States•Be a trusted strategic advisor/consultant for clients in portfolio and drive continuous value of Rackspace products and services. •Coordinate with Business Development Executives, Product Managers, and Partners/Vendors to increase wallet share & cross sell services that fit the customer needs and align with business outcomes. •Contribute to both the overarching strategy and the tactical details of client initiatives, implementations, new services. •Serve as a leader on all client inquiries, requests, professional service engagements/projects and escalations/outages. •Manage customer agreements with partners & vendors (EDP, resell, Marketplace, Private offer, Volume discounts.) •Facilitate Monthly Cost Optimization, Service Reviews, QBRs and internal Account Service Reviews. •Own CSM processes for Churn Mitigation, Net Rev, Renewals/Contract Lifecycle, Billing/Invoice and Growth.
AloricaClient Technology Manager
Dec. 2017 - May. 2020Virtual• Serve as single point of contact between Alorica technology teams and Client technology teams • Thoroughly evaluate client requests based on current environment and capabilities associated with solution offerings to ensure that internal support staff can develop and execute effectively the expected outcome
• Assist with client facing IT communications during outages as needed (provide updates, ETR, and communication via client bridge) • Serve as a client advocate ensuring quality and delivery of service for IT initiatives
• Ensure completion and submission of RCA’s per Client SLA
• Maintain Client Portfolio/Playbooks via Service Now Knowledge base containing topology diagrams, summaries, application matrix, and desktop configuration.
• Coordinate meetings as required to address program specific IT issues, filter escalations, communicate project status and upcoming maintenance • Gather technical and business requirements for IT project intake. Assist with solution/design of topology changes, application development, and business growth projects. • Continuously monitor tasks and project assignments in progress, ensuring project schedules are being met and schedule changes are addressed and communicated by established deadlines
• Partner with internal teams (Incident/Problem team) to mitigate deficiencies that pose a financial or business risk.
• Establish and maintain an excellent working relationship with client(s) and client representatives, continuously striving to improve the level of overall service
• Identify and capitalize on opportunities to evaluate the client's business objectives and compare them to solution offerings ensuring the client is maximizing the services provided
• Responsible for capturing lessons learned to drive future process improvement efforts within the workflow
AloricaIT Problem Manager
Sep. 2016 - Dec. 2017Virtual-Analysis and reporting of incident trend data to identify and eliminate repeat incidents. -Initiates actions to fix potential interruptions to service identified during proactive and trending analysis of the IS infrastructure's configuration items, incident records, and alerts. -Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage problems to resolution. -Diagnose service interruptions and determine whether new incidents are related to known errors or existing problem records. -Facilitating and coordinating IT operational technical meetings. -Leading and facilitating post mortem investigations into high severity incidents. - Manage post incident action items between technical teams to ensure permanent fixes are implemented. -Produce financial reports based on impact of reoccurring incidents. -Produce reports detailing incident trends, impact, and action plans regionally for operational leadership. -Produce statistics and reports to demonstrate performance of the Problem Management process.
AloricaIT Service Delivery Manager
Oct. 2014 - Sep. 2016Telecommute - Miami FL-Performs Supervisory/Management duties overseeing the day to day operations of the Incident Management team. (4 Employees) -Build/maintain seamless relationship between the IT Service Desk and IT Incident Management Team. -Responsible for Change Management/Problem Management. -IT Service Catalog maintenance (ServiceNow). -Responsible for all aspects of Incident Management, ensuring IT governance processes are followed. Develop processes and contribute to CSI (Continual Service Improvement)- -Build and maintain interdepartmental relationships between IT Service Lines and Business units. -Responsible for ITSD team scheduling, After-Hours support schedule and Major Incident Management procedures. -Produce availability/Uptime and other Incident performance reports to ensure ITSD team are meeting KPI. -Attend client service review meetings covering performance, service improvements, and processes. -Maintain IT portfolios via SharePoint comprised of infrastructure diagrams, program overviews, application matrix, and client specific IT requirements/processes.
Expert Global Solutions (now Alorica)IT Account Manager - IT Engagement
Aug. 2012 - Oct. 2014Miami/Fort Lauderdale Area - Telecommute-Served as IT POC for top revenue accounts in the Retail, Hospitality, Finance, and Communications space. -Maintained client relationships. Handle client IT escalations/requests. Coordinated IT resources to meet any client demands. -Assist with developing solutions, determine costs, assigning IT resources for client infrastructure changes, audits, and other efforts. -Attended ad-hoc and regular client IT meetings. (Weekly Updates, Project Calls, IT Deep Dive sessions) -POC for Sev1-Sev3 outages. Responsible for delivery of Post Mortem/Incindent reports provided by our Incident Management team. -Serve as linking mechanism between internal IT, Clients, and Operations.
AloricaRegional IT Coordinator/Command Center Manager
Jun. 2010 - Aug. 2012-Responsible for day to day IT operations for a large wireless communication client.
Managed IT operations for 7 locations throughout Latin America, Central Asia, and the US (3000+ users). -Coordinated all client requests, served as POC for Sev1-3 level outages. -Lead client facing Enterprise Fault Management team comprised of voice and network engineers in close coordination with Workforce management and client's NOC. -Coordinated new software roll-outs (Remedy, Citrix, Java, MS products, proprietary software etc) -Coordination of Network/Telephony and Voice recording upgrades, patches, and maintenance with both the client, internal IT, and IT Vendors,(Avaya, Cisco, Verint, NICE, Citrix) -Drove new/improvement IT solutions (Break fix, New implementations,) -Point of contact for IT Audits, assisted with contract review/compliance.
NCO GroupIT Manager
Mar. 2008 - Jun. 2010Yuma, Arizona Area-Responsible for all day to day IT departmental operations. -Worked directly under Director of Information Technology and closely with , Assistant VP,SVP of IT. -Managed an IT Department of 2 IT Technicians -Responsible for coordinating projects and initial launches for new business. -Kept inventory and ordered hardware software including PCs, peripherals and networking equipment according to site needs. -Kept inventory of all network/telephony equipment. -Served as liaison/project manager for multiple clients. -Responsible for all site technical documentation. -Worked Closely with hardware/software vendors as well as facilities vendors (Generator, UPS, Fire Alarm Systems). -Developed processes and technical best practices. -Financial experience with IT budgeting and asset management.
Arizona Western CollegeNetwork Technician
Aug. 2007 - Mar. 2008
Arizona Western CollegeHelpdesk Technician
Aug. 2006 - Aug. 2007Yuma, Arizona Area-Provided technical assistance for students and all levels of faculty and staff. (software ,hardware, proprietary school systems) -Support for campus events (AV equipment, Laptop, PC, Presentations) -Responsible for troubleshooting and repair of software/hardware/network problems campus wide. -Performed backups. Imaged computers/servers. -Provided basic customer service and assisted with inventory check in/out.
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