Experience

• 

  Us army

  Aug 1997 - Jun 2004

  14j - air defence command control computer communications and intelligence
• 

  Prairie technology solutions group, llc

  Oct 2008 - Oct 2011

  Senior network engineer

  - Spearheaded system optimization initiatives that enhanced overall efficiency by 15%, resulting in streamlined operations and reduced downtime.- Led cross-functional teams to successfully deliver 7 major projects within strict timelines, resulting in a 25% increase in project completion rate compared to the previous year.- Developed and implemented comprehensive risk assessment protocols, leading to a 30% reduction in system vulnerabilities and potential security breaches.- Created and maintained detailed technical documentation for complex systems, resulting in a 20% decrease in onboarding time for new team members.- Collaborated with external vendors to identify cost-effective solutions, resulting in a 15% reduction in annual software licensing expenses. Show less

• 

  Onward technologies, inc.

  May 2012 - Jul 2016

  Senior system engineer

  -Designed and implemented scalable network architecture resulting in a 20% reduction in latency and a 15% increase in overall system performance.-Led a cross-functional team of 8 engineers in the successful deployment of a critical infrastructure upgrade, resulting in 99.99% system uptime during the project period.-Managed the migration of legacy systems to a virtualized environment, reducing hardware costs by 25% and improving resource allocation efficiency by 30%.-Collaborated with software development teams to optimize application performance, leading to a 40% reduction in application response time and a 25% increase in user satisfaction.-Spearheaded the adoption of DevOps practices, automating deployment processes and reducing deployment time by 60%, resulting in quicker feature releases. Show less

• 

  Access one, inc.

  Jul 2016 - Mar 2023

  - Led a team of 8 customer success associates, achieving a 15% increase in customer satisfaction scores over 12months.- Implemented data-driven strategies resulting in a 20% reduction in churn and a 10% increase in upsell revenue.- Collaborated cross-functionally to launch a customer onboarding program, reducing time-to-value by 25%.- Managed a portfolio of 50+ key accounts, consistently exceeding quarterly renewal and revenue targets.- Mentored and coached a team of 10 customer success representatives, enhancing their performance by 20%. Show less -Spearheaded a team of 15 professionals, overseeing the delivery of managed services to 50+ clients, resulting in a 20% increase in client satisfaction scores within one year.-Achieved a 15% reduction in operational costs through process optimization and resource allocation, resulting in a significant improvement in profitability.-Led the implementation of a comprehensive incident management system, reducing incident resolution time by 25% and ensuring adherence to SLAs for 95% of clients.-Collaborated with cross-functional teams to develop and launch three new managed service offerings, driving a 30% increase in annual recurring revenue.-Conducted regular performance evaluations and professional development plans for team members, resulting in a 25% increase in employee retention and skill advancement Show less -Led cross-functional teams of up to 15 engineers in the successful completion of 12 complex projects, resulting in a 20% increase in client satisfaction and a 15% reduction in project timelines.-Managed a high-volume service desk, consistently achieving a 95% customer satisfaction rate through efficient issue resolution and a 10% reduction in average response time over a span of 3 years.-Implemented streamlined processes for incident tracking and resolution, leading to a 25% decrease in escalations and a 30% improvement in service desk efficiency.-Oversaw the deployment of IT infrastructure upgrades for 8 major clients, resulting in a 25% increase in system reliability and a 20% reduction in downtime.-Collaborated with sales teams to scope and quote project proposals, contributing to a 15% increase in project revenue and a 10% expansion of the client base over a 4-year period. Show less

  • Manager /Customer Success Manager

    Oct 2021 - Mar 2023

  • Director of Managed Services

    Oct 2020 - Oct 2021

  • Engineering Project Manager /Service Desk Engineer

    Jul 2016 - Oct 2020
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  Ccb technology

  Sept 2023 - now

  Client services manager