GenesysVice President. Cloud, IT, InfoSec , and Program Management
Nov. 2012 - Apr. 2016Pleasanton, CaGenesys acquired Echopass in Nov 2013. Managing Echopass's Platform Operations, NOC, Information Security, Program Management and Measurement departments. Leader of strategic programs including PCI-DSS compliance, Service Management Improvements, and Client Platform enhancements. Provide client consultation for ongoing support measurement and improvement objectives. • Eliminated 30+ human errors annually causing SaaS/Cloud platform chronic outages through process and technology improvements • Senior Executive for customer relationship management for key accounts
• Ensured cloud platform availability SLA’s above 99.95%; improved NPS scores by 20%
• Developed AWS transition financial analysis to assess viability of core applications transition
• Deployed environments in AWS for evaluation using EC, S3, RDS, Networking and Security Components • Deployment of 23 new customers and delivery of over 100 Professional Services projects
• Led formulation of Service Delivery processes for change, incident, and problem management
• Built comprehensive monitoring and metrics program to measure Cloud platform effectiveness
• Performed Microsoft and MSSQL database server consolidation reducing license spend by 50%
• Sponsor for automation technology including server virtualization technologies, and Chef
• PCI-DSS certification completed in 6 months; ensured SSAE16, SAS 70, and HIPPA compliance