Experience

• 

  United states air force

  Mar 1988 - Mar 1992

  Fuels specialist

  Operated equipment to refuel aircraft and ground vehicles, performed vehicle and equipment maintenance, and completed proper documentation for all fuels transactions. Assigned to the Accounting Department for one year with increased responsibility including balancing a jet fuel account that averaged $60 million annually. Trained and qualified newly assigned personnell.

• 

  Global crossing telecommunications, inc

  Oct 1998 - Aug 2001

  Network administrator

  Maintained three large call processing platform networks, one large administrative network, and six remote call processing platforms. Designed, installed, configured, and maintained various LAN/WAN networks. Installed, configured, and maintained CheckPoint Firewall-1 network security on Sun Microsystems servers. Provided technical support, system monitoring, and troubleshooting services. Researched and implemented new software solutions for clients.

• 

  Cedar rapids community school district

  Sept 2003 - May 2013

  • Aided students and staff with all media, technology, and audio/visual needs.• Purchased, inventoried, documented, and maintained all library materials. Consultant, technical writer, and trainer for all technology related to HR, Payroll, and Benefits. Complied, analyzed, prepared, and presented data for annual costing, budgeting, and state reporting. • Performed supportive administrative duties.• Processed all applications and reporting for the Title I program. • Aided students and staff with all media, technology, and audio/visual needs. • Purchased, inventoried, documented, and maintained all library materials.

  • Media Secretary

    Aug 2010 - May 2013

  • Human Resources Specialist (HRIS)

    Apr 2008 - Aug 2010

  • Admin Asst to Assoc Superintendent

    Nov 2005 - Apr 2008

  • Media Secretary

    Sept 2003 - Nov 2005
• 

  Konica minolta business solutions u.s.a., inc.

  May 2013 - Oct 2014

  Account executive

  Performed B2B consultative sales, customer/technical support, and ongoing training on all Konica Minolta equipment, software solutions, and managed IT services. • Maintained prospects, clients, and scheduled activities in the SAP CRM (Customer Relationship Management) system, such as scheduled follow-ups, product delivery/installation/client training dates.• Maintained sales pipeline, forecast, and provided routine reporting to management on progress.

• 

  Ccr (circle computer resources)

  Oct 2014 - Aug 2021

  Lead a 24x7 Network Operations Center team providing troubleshooting and support to over 1,400 end users across North America. Compile, review, and analyze various data for routine reporting and to drive process improvements ensuring utmost efficiency, utilization, and accountability. • Collaborate with cross-functional team members, other departmental resources, clients, and vendors to meet organizational goals of increasing base monthly revenue, increasing quarterly gross profit margin, and maintaining an NPS score of 45+ throughout the year.• Lead the technical support team to achieve aggressive KPI expectations of 99.9% network uptime, 1-hour response time, and 6-hour resolution time for Enterprise level agreements. Show less Served as a trusted advisor and advocate to 30+ Enterprise, Mid-tier, and SMB clients to ensure achievement of operational priorities and promise delivery. Managed and built client relationships to ensure engagement from new client onboarding throughout the life of the account. Collected, analyzed, audited, and reported on a large amount of data relating to SLA performance, service statistics, client and vendor contracts, churn, growth, billing, revenue, cost benefit, client satisfaction, quality assurance, etc. Performed routine business reviews to engage clients, report performance, identify opportunities, and maintain satisfaction.• Increased user adoption and engagement by 60% by developing and conducting programs for onboarding, user-focused training, and Voice of Customer opportunities.• Developed and led a team conducting a full system audit to find and correct costly manual entry errors in client contracts, vendor agreements, and internal records amounting to nearly $120,000 in savings. Show less

  • NOC Supervisor

    Aug 2018 - Aug 2021

  • Customer Success Manager

    Oct 2014 - Sept 2018
• 

  Motorola solutions

  Aug 2021 - now

  Partner with the Envysion team's Customer Success team members, Revenue Operations, and otherinternal stakeholders to drive Customer Success goals and strategies. Leverage data-driven strategies to provide the tools and analysis required for Customer Success Managers to help move our customers forward. Lead a team of Customer Success Analysts providing detailed cybersecurity reviews, reports, and consulting services for a portfolio of small, medium, and large commercial customers.Lead a team of Operations Success team members providing front-line SOC technical support (ticket/queue management, telephone & email support, etc.), cybersecurity deployments (project management and service implementations), and service engineering.

  • Business Operations Analyst

    Jan 2024 - now

  • Customer Success Operations Manager

    Dec 2022 - Jan 2024

  • Manager - Customer & Operations Success

    Aug 2021 - Dec 2022