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Work Background
VendavoTechnical Engagement Manager
Feb. 2024 - Jul. 2025Remote- Served as the primary technical contact for Fortune 100/500 and international clients, ensuring their needs were met. - Managed multiple upgrade and enhancement projects, leading to improved customer satisfaction and system performance. - Conducted regular meetings with clients to discuss use cases and address any support issues promptly.
CventIntegration Services Manager
Jun. 2021 - Nov. 2023New Hampshire- Manage team of Implementation Specialists based in India. - Responsible for reviewing and approving Statement of Work submitted by Sales Engineers. - Responsible for creating new projects and assigning staff to them. - Key participant in managing the migration of ~800 accounts from old iPaaS system to new iPaaS system. - Audited over 1000 accounts for valid contracts, shutting down ~400 expired contracts and worked with Sales to renew another 100.
TIBCO Software Inc.Support Manager
Jun. 2018 - Aug. 2020Manchester, NHScribe Software acquired by TIBCO Software June 2018 where I continued my role as Support Manager. - Primary point of escalation for customer feedback and account management when working through a sensitive or critical issue. - Primary liaison with Engineering, meeting daily to triage and prioritize customer support issues.
Scribe SoftwareSupport Manager
Jan. 2014 - Aug. 2020Manchester, NH- Write procedures and knowledge articles to improve the accuracy and response of the team. - Coach team members on how to handle specific situations, providing feedback when necessary. - Coordinate with members of other departments, specifically development, when new software updates or products are released to ensure the Support team is trained and prepared. - Supervise and mentor a team of 9 to 10 Technical Support Analysts in two locations. - Part of team responsible for converting case management system to Salesforce Service Cloud.
Scribe SoftwareTeam Lead, Technical Support Analyst
Jan. 2007 - Jan. 2014Manchester, NH- Provided technical software support for Scribe’s products, beginning as a level 1 and progressing to the Team Lead. - Certified in Microsoft Dynamics CRM 2011. - Backup for Director of Services and Support.
Scribe SoftwareSales and Services Administrator
Jan. 2006 - Jan. 2007Manchester, NH- Responsible for manual entry of all sales orders. - Assisted support team with triage of calls and cases. - Responsible for packaging and shipping all software media purchased
Fidelity InvestmentsImplementation Analyst/Manager
Jan. 2002 - Jan. 2005Merrimack, NH- Implemented 50 new small market payroll clients. Converted them from existing provider to Fidelity’s system. - Responsible for the most sensitive and visible clients. - Responsible for all new and existing contracts for all clients - Managed staff of 4 implementation analysts.
Fidelity InvestmentsSupervisor
Jan. 2000 - Jan. 2002Merrimack, NH- Managed staff of five, including two technicians, a lead technician, the Telecom Analyst, and a student intern for the telecommunications department at the Spartan Way facility. - Responsible for high level meetings with representatives of the different business groups on site to ensure that we were meeting all their needs timely and accurately. - Assisted with creating the budget and managing expenses to meet that budget. - Backup for other Site Manager and Site Director.
Fidelity InvestmentsTelecommunications Analyst
Jan. 1997 - Jan. 2000Merrimack, NH- Telecommunications Project Manager for all FCRE and business unit initiated projects including build outs, move, add, and change requests. - Responsible for the successful build out and population of One Spartan Way including 600,000 square feet of office, trading floor, phone center, lab and common use space occupied by 14 business units and more than 2,000 employees. - Responsible for overseeing that all technical architecture, hardware and cabling is in place for each business unit requirement. - Projects included move of 300+ employees from Marlborough to Merrimack, build out of new IOC, build out of VRU/DCL room. - Member of BIT that redesigned workflow process used by all groups within the FISC-T organization. - Primary interface with Business Units representing FISC-T. Includes facilitating regular meetings with clients to ensure support and service requirements are being met, and to proactively identify upcoming technical requirements or areas which need support. - Ensure that all requests are entered in Netflow and completed in a timely manner.
Fidelity InvestmentsTelecommunications Support (Contractor)
Jan. 1996 - Jan. 1997Boston, MAProvide technical support for 82 Investor Call Centers across the country as they convert from Executone to Lucent Technologies Definity G3. This includes move, add, and change activity, trouble shooting, and help desk.
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