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Work Background
Kosmos Stargazing ResortDirector of Astronomy
Nov. 2024 - Aug. 2025Mosca, Colorado, United States• Designed and launched immersive stargazing experiences to attract public audiences and drive new revenue. • Built and led a regional team of astronomers, guides, and support staff across the San Luis Valley and Front Range. • Developed the business model and go-to-market strategy for the immersive stargazing experiences. • Facilitated strategic partnerships with leading telescope manufacturers, astronomy retailers, and a major science museum to enhance guest experiences and create affiliate revenue channels.
PanzuraProfessional Services Consultant
Aug. 2022 - Nov. 2024Colorado Springs, Colorado, United States• Collaborated with Sales and Sales Engineers to ensure solutions met customer requirements. • Facilitated cross-functional team activities for successful onboarding and implementation. • Documented processes and procedures to enhance team understanding and efficiency. • Managed high-impact projects, ensuring deliverables aligned with business objectives and long-term IT strategies. • Collaborated with internal stakeholders and external partners to drive operational excellence and improve service delivery. • Developed, streamlined, and managed the onboarding & integration process for customers, ensuring cross-functional efficiencies, a smooth transition, and swift turnaround for requests reducing onboarding timelines. • Managed new customer onboarding and large customer integration projects. • Created an enablement program for new products and services, to include a SharePoint repository for easily accessible material. • Collaborated with cross-functional teams concerning customer needs and product functionality. • Supported Project Management and Business Development activities concerning new business opportunities with new and existing customers.
ProofpointProgram Strategy Manager II - PCMS
Mar. 2021 - Jul. 2022Denver, Colorado, United States• Consultative, trusted adviser to assigned clients, owning and nurturing the relationship to increase csat and reduce churn. • Developed, managed, and matured client DLP programs, collaborating with internal teams for policy and technical management. • Developed road maps for assigned clients, expanding their scope, maturity and security posture. • Consulted with clients to resolve business problems using Broadcom, McAfee, and Microsoft DLP solutions. • Monitored client SRQs and CRQs to ensure that tasks are accurate, viable and completed within SLA guidelines. • Reviewed monthly reports for trend analysis and program improvement opportunities. • Performed QBRs and Semi Annual Business Reviews identifying highlights, improvement opportunities and maturity goals.
Bees ComputingCIO, Business Consultant
Jan. 2021Colorado Springs, Colorado, United States
InteliSecureClient Strategy Manager
Jun. 2019 - Mar. 2021Greater Denver Area• Onboarded customers into managed services to deliver a comprehensive DLP program. • Reviewed triage results and reported results to customers with recommended improvement actions. • Engaged with cross functional teams to resolve reported issues.
Biomedical Innovations, A Nissha CompanyCustomer Account Manager
May. 2018 - May. 2019Colorado Springs, Colorado Area• Provided customer revenue forecasts on a monthly, quarterly, and yearly basis. • Reviewed customer pricing annually to ensure competitiveness. • Tracked open sales orders and resolved challenges to enhance customer satisfaction. • Received and processed sales orders, RMAs, and other customer requests. • Communicated effectively and professionally with both internal and external customers. • Conducted monthly, quarterly and/or annual business reviews for all key accounts. • Supported sales in the development of new opportunities within existing accounts.
root9BService Delivery Lead
May. 2017 - Oct. 2017Colorado Springs, Colorado• Led service delivery ensuring timely project completion and customer satisfaction. • Developed a cybersecurity maturity scoring mechanism based on NIST standards for executive reports. • Collaborated with teams to tailor proposals and scope services to meet customer needs. • Drove the success of client engagements through strategic planning and execution. • Collaborate with operational teams to identify issues and improve performance. • Ensured adherence to service level agreements and performance standards. • Identified and resolve issues across the operational organization. • Continuously analyzed data to drive efficiency and industry-standard performance.
BAE Systems Applied Intelligence (formerly SilverSky)Enterprise Technical Account Manager
Jul. 2012 - May. 2017Colorado Springs, Colorado Area• Managed multiple accounts by engaging customers and becoming a trusted partner. • Mitigated customer and product loss via relationship building, facilitating support and problem resolution with internal support teams, handling customer escalations, and proactive engagement during periods of service issues. • Consulted with customers on the most effective use of products and services to solve business problems. • Product focused on Microsoft Exchange and related services (Lync, SharePoint, Outlook) as well as proprietary email security solutions for data loss prevention and zero-day attack prevention. • Engaged in the troubleshooting of various issues involving the products and services the customer subscribed to. Maintained strong relationships with support, operations, and product teams to ensure quick and effective resolution. • Consulted and educated customers on solutions and best practices to drive value. • Identified revenue and growth opportunities via the upsell of new services and contract renewals meeting overall team goals. • Performed frequent service reviews discussing service tickets, incident reports, SLAs, and KPIs per contractual requirements. • Provide project management around service upgrades and new service implementations.
Smith & NephewService Delivery Team Lead (interim)
Jul. 2008 - Sep. 2008• Led the service delivery team at Smith & Nephew, overseeing the service desk, processes, and customer meetings. • Managed account team meetings and coordinated with other business resources to ensure smooth operations.
Hewlett-PackardService Desk Capabilities
Jun. 2002 - Apr. 2012Colorado Springs, Colorado Area• Engaged with Global SDMs to identify resolution strategies and implementation of mitigation measures to reduce risk to the Global Service Desk. • Designed and applied several global standard operating procedures and provided continual guidance on several procedures in response to changing Service Desk dynamics. Created an onboarding process to formalize and streamline the presentation of new support requirements to the Service Desk. • Created and implemented incident management processes to improve outage notifications amongst the client and service desk. •Organized and facilitated meetings with the customer and cross-functional teams to review trends and improvement opportunities, implement service improvement plans, and monitor results; resulting in increased communication between groups and reduction in overall complaints and escalations. • Facilitated knowledge base article creation and updates to ensure technician efficiency while supporting end users as a result of the assessment of service desk tickets, escalations, and customer satisfaction. • Analyzed service desk tickets, escalations, client concerns, and customer satisfaction results to identify trends and improvement opportunities. Implemented service improvement plans to mitigate issues. • Directly managed a team of training, quality, problem, and incident analysts to enable metric achievement, close knowledge and training gaps, develop training, and improve collaboration • Nurtured, motivated, and rewarded the team via lively and productive meetings, team building activities, mentoring and job shadowing opportunities. • Promoted a high performance workplace; ensured compliance of all peers and employees to all processes and procedures via effective mentoring of all service desk agents. • Assumed service desk delivery manager position for backup purposes; organized personnel accordingly for call volume forecasts and planned sick, vacation and training events.
GatewayTechnical Support Representative
Sep. 1999 - Jan. 2002• Provided technical support to end users for software and hardware issues. • Achieved high first contact resolution rates and customer satisfaction scores. • Developed strong problem-solving and communication skills in a fast-paced environment.
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