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Work Background
ACS Services, Inc.Manager of Professional Services
Apr. 2024* Oversee and manage the Professional Services Team, ensuring effective team performance and collaboration in alignment with ACS goals.
• Serve as a key player within IT Professional Services Team, actively contributing to project execution and
delivery, leveraging technical expertise and project management skills.
• Lead by example in balancing individual project contributions with managerial responsibilities, maintaining a
split between hands-on project work and team leadership duties.
• Provide guidance, mentorship, and support to team members, fostering their professional growth and
development within the organization.
• Collaborate closely with other departments and stakeholders to gather project requirements, define scope,
and ensure successful project delivery within established timelines and budgets.
• Manage project priorities, resource allocation, and timelines to optimize team productivity and meet project
milestones effectively.
• Conduct regular performance evaluations, provide feedback, and address any performance issues within the
team, fostering a positive and productive work environment.
• Develop and implement best practices, processes, and standards for project management within the team,
ensuring consistency and quality in project delivery.
• Act as a liaison between the Professional Services Team and upper management, providing regular updates on
project progress, resource needs, and departmental initiatives.
MSPbots.aiHead of Operations
Jul. 2023 - Mar. 2024As the Head of Operations at MSPbots.ai, I led strategic operational initiatives to drive organizational alignment and optimize efficiencies. My key responsibilities included:
• Crafting and executing a comprehensive operational strategy aligned with company goals.
• Identifying opportunities for operational efficiency improvements and cost optimizations.
• Building and nurturing a high-performing operations team for Professional and Technical Services.
• Providing mentorship, guidance, and performance evaluations for team members.
• Fostering a collaborative and productive work environment.
• Developing curriculum and hosting Leadership Development classes for future leaders.
• Streamlining internal processes to enhance productivity and reduce inefficiencies.
• Implementing best practices and standardized workflows across operational functions.
• Continuously monitoring and refining operational procedures.
• Collaborating closely with Leadership to align operational efforts with company-wide initiatives.
• Working with different departments to drive integrated strategies.
• Partnering with customer-facing teams to enhance the overall customer experience.
• Utilizing customer feedback to drive operational enhancements.
Ascend TechnologiesOperations Director, Cloud and Infrastructure
Apr. 2023 - Jun. 2023Manage the Engineering and IT Operations teams within the Cloud/Infra division of Ascend. Management responsibilities include overseeing, leading and executing strategic division initiatives, managing team schedules, assisting the team in prioritizing daily workload, being an escalation point for complex issue resolution, and ensuring all tasks are completed correctly and in a timely manner.
Ascend TechnologiesDirector of Client Onboarding and Success
Jun. 2022 - Apr. 2023With the acquisition of the managed services portfolio from Stratosphere Networks, I shifted gears at Ascend to allow me to focus on the client onboarding process and experience. Leading a team of strong professionals, we work tirelessly with the Project Management team to bring new clients onboard with Ascend services and are dedicated to providing smooth transitions.
Ascend TechnologiesDirector Of Technical Services
Dec. 2021 - Jun. 2022Chicago, Illinois, United StatesThe MSP and MSSP practices of Stratosphere Networks were acquired by Ascend Technologies in December 2021. The first six months of my time with Ascend were spend assisting with the discovery and integration of these Stratosphere practices into the Ascend Organization.
Stratosphere Networks, LLCDirector Of Technical Services
Apr. 2011 - Dec. 2021Evanston, ILDuring my tenure at Converged Communication Systems, I began as a Project Manager and VoIP engineer, specializing in Avaya IP Office solutions for small to mid-sized companies. Over time, I honed my project management skills, obtained my PMP certification, and assumed the role of primary Project Manager for data projects at Stratosphere Networks. I oversaw a wide range of endeavors, including network replacements, email migrations, and office relocations. In 2016, I embraced my reputation for making waves and became the Director of Process Improvement. Alongside managing the project portfolio and handling complex data projects, I became a catalyst for change within our organization. I spearheaded process improvement committees, striving to enhance the experiences of both our employees and clients. I established and continually refined our standards for internal documentation, training processes, and led internal initiatives as the lead Project Manager. In 2018, my title evolved once again, reflecting my expanded responsibilities as the Director of Technical Services. Leading a team of help desk professionals, I focused on delivering exceptional client experiences while maintaining an active role in leadership and fostering a culture of continuous improvement. Additionally, I retained oversight of our project portfolio. Throughout my journey, I have consistently strived for excellence, driving positive change and fostering a culture of improvement within our organization. Highlights of initiatives I led or was a key player in:
* Project Management Training
* Training Manual for Avaya Implementation Managers (In-House)
* Confluence Deployment and Migration
* Client Onboarding Program
* Employee Onboarding Experience Program
* Reviewsnap Implementation and Administration
* Employee Satisfaction Project
* Mission, Vision, and Core Values Definition and Adaption Project
TeavanaGeneral Manager
Oct. 2007 - Apr. 2011
Lindt & SprungliAssistant Manager
Oct. 2005 - Oct. 2007
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