OVERVIEW:

Dynamic senior thought leader professional possessing a 20+ year proven track record of superior performance in the technology solutions space, seeks to leverage expertise in Business Development, Program Leadership, Team Development, Stakeholder Engagement, Technical Presentation, Contract Negotiations, Resource Alignment, Risk Mitigation, and Compliance to support key initiatives and goals within a progressive organization.

SUMMARY:

Program Management Highly experienced in assessing true needs and expectations,
building lasting professional relationships. Grow and deepen strategic partnerships to achieve mutually beneficial outcome. Draw upon proven expertise in planning and executing large, complex projects, while ensuring that end results add customer value and are of the highest caliber with a clearly articulated scope and quantifiable business benefit.
Process Streamlining Effectively manage diverse tasks, with varying degrees of complexity, within a wide range of environments; evaluate situations, assess emergent needs, and implement solutions in a prompt and efficient/effective manner. Recognized for outstanding technical expertise and unparalleled project management skills; incorporates innovative solutions that expand functionalities, and increase revenues and drives business growth.
Resource Coordination Possess a proven ability to anticipate unique requirements or potential road-blocks in all situations. Continually develop back-up plans to minimize risk and deliver exceptional results; streamline communication and implementation channels to effectively meet major client, program, and organizational needs.
Leadership Have a demonstrated track record of outstanding service; a calm, dependable professional who devotes every effort to achieving the best results. Business leader with proven expertise in various channels and market; excels in visiting customers, solving issues and being the main point of contact to ensure total success. Build and lead teams across many industries including finance, US military, and B2B SaaS with teams ranging in size from 9 to 125.

EXPERTISE:

• Pre-Sales Engineering • Technical Support • Agile Development • Identify Client Needs • Solutions Architects • Strategic Positioning • Client Relationship • Networking Expert
• Custom Development • Customer Success Management • Aggregating Proper Resources • Market Trend Knowledge

EMPLOYMENT :

H1
New York, NY (September 2020 – August 2022)
Director, Customer Support

  • Manage and lead a global team of 8-10 support professionals working remote/offshore, with increasing team size scaled to meet project needs.

    • Conduct regular huddles, monitor chat rooms, and actively resolve open tickets.

    • Communicate effectively and positively, assisting teams to effectively achieve goals.

    • Gather data related to customer interactions to prepare reports and analyses.

      • Develop and enhance knowledge and effectiveness by providing on-going guidance, mentoring, real-time feedback, and motivation.

      • Serve as an advisor to all Customer Service positions and serve as an escalation point of contact where needed.

      • Evaluate monthly performance of agents against target metrics and provide coaching/mentoring; created metrics dashboard to provide full transparency.

      • Ensure a positive work environment, continuous learning and a high quality employment experience for the team.

      • Created scalable training framework and content for all new support agents with ongoing training for improvement and supporting new features

      • Achieved 24x5 support with 5 min. response times and weekend emergency paging.

Olapic Inc, (A division of Monotype)
New York, NY (January 2020 – Present)
Senior Director, Global Technical Services

  • Cultivate and manage global team of 17 members across 4 countries and 5 time zones.

  • Own 100% of technical customer touchpoints starting from prospect to implementation, live, and renewal, with individual projects throughout life-cycle.

  • Deliver high-touch engagement for service as executive sponsor to several top-tier customers, exhibiting exceptional sales and business development expertise.

  • Align all Olapic to customer teams, reviewing technical requirements for each contract.

    Highlights:
    ◊ Create revenue streams attributable to teams historically operating only as cost centers and influencing nearly $1M in additional revenue.
    ◊ Played integral role working between customers, and product and engineering teams to reduce issues on platform.
    ◊ Member of Olapic executive leadership team, responsible for operating plan, product roadmap, sales forecast, and overall initiatives of entire company.
    ◊ Deepened partnerships with Olapic Customers and became a trusted advisor; spearheaded company customer facing efforts in the GDPR updates to ensure brand compliance.
    ◊ Achieved retention rate over tenure at Olapic of 85%.
    ◊ Singlehandedly fostered a big live event for a major account in just 10 days from
    conceptualization to completion; typical turnaround was 5-6 weeks;
    - Project resulted in an ROI increase for Olapic of 2-3x and a huge partnership that
    extends from a single product to a global strategic 9 account structure.

Olapic Inc, (A division of Monotype)
New York, NY (January 2017 – January 2020)
Director, Global Technical Support
Manage a team of 8 support engineers including 3 first-line engineers in NYC, 2 in London, and 1 in Cordoba, Argentina; 1 escalation and triage specialist, 2 front-line development engineers in Cordoba, Argentina

  • Responsible for managing the team to provide exemplary support to over 600 customers, responding to 450 support requests per month

  • Manage personnel for personal growth and professional development

  • Refine/revise SLA, priority levels and definitions, and workflows and tie to KPIs against contractual SLAs

  • Held leadership/point position for GDPR and Facebook/IG API overhaul; providing leadership to all customer facing team members, evaluating impact directly with strategic customers, providing constant feedback to product/engineering teams, reporting status/progress to executive teams, and synchronizing with legal teams/GDPR steering committee to ensure compliance for Olapic and customers

  • Provide leadership and technical direction to members of all teams within Customer Success organization

  • Serve as executive sponsor to several top-tier customers, ensuring white glove service and cohesion among all Olapic teams and customer

  • Liaise with engineering team in Cordoba, Argentina to help reduce global bugs/issues across the platform

  • Assist product team with platform enhancements and feature requests based on customer pain points, trends, and business needs

  • Assist team with technical support, using HTML/CSS/XML/JS/MySQL/etc

  • Act as escalation point for all points of resolution path while evolving processes to find room for efficiency and improvement

  • Create and maintain budget for salaries, tools, training, morale and travel

Olapic, Inc.
New York, NY (July 2016 – January 2017)
Associate Director, Global Technical Support
Manage a team of 8 support engineers including 4 first-line engineers in NYC and 1 in London, 1 escalation and triage specialist in Cordoba, Argentina, and 2 front-line development engineers in Cordoba, Argentina

  • Responsible for managing and growing the team to provide exemplary support around the globe to over 400 customers, responding to 350 support requests per month

  • Manage personnel for personal growth and professional development

  • Refine/revise SLA, priority levels and definitions, and workflows

  • Create all KPIs and measure against contractual SLAs

  • Develop tiered support system to provide proper support and care to clients of all levels and needs

  • Evolve cross-team communication to ensure business and technical units work together seamlessly

  • Liaise with engineering team in Cordoba, Argentina to help reduce global bugs/issues across the platform

  • Gather feedback from support team to provide meaningful direction and guidance to product team, based on customer requests and needs

  • Assist team with technical support, using HTML/CSS/XML/JS/MySQL/etc.

  • Act as escalation point for all points of resolution path

  • Create budget for salaries, tools, training, morale and travel

Olapic, Inc.
New York, NY (May 2015 – June 2016)
Customer Support Manager
Scaled a team from one technical support engineer to 8, in multiple positions in 14 months. By moderating a queue of support issues, we keep clients' uptime rates high and help build on the relationship between Olapic and the client.

  • Day-to-day management of support queue and all personnel

  • Coordinated escalation of issues to Technical Implementation Managers or Developer Operations

  • Mentor personnel for personal growth and professional development

  • Refine/revise SLAs, priority levels and definitions, and workflows

  • Write technical documentation to create a valuable customer knowledge base for self-help

  • Build technical training curricula and paths to help clients understand/use the platform

  • Build support paths based on the needs of project managers, account managers, sales and marketing, as well as the future vision of the platform and company

JayVig Media, LLC
Jersey City, NJ (August 2011 – May 2015)
Owner/Social Strategist
Helping brands navigate the constantly changing digital landscape to use emerging technologies, channels and funnels to reach customers before competition. By creating exciting & custom strategies, we help brands engage with customers within the social space. Managing/monitoring brand reputation across a variety of platforms and reporting of analytics and insights to measure ROI of campaigns and long-term customer loyalty.

  • Creating products/services by leveraging my social media industry knowledge to provide maximum value while maintaining budget sensitive focus

  • Development/negotiation of client contracts, SLAs and statements of work for every account

  • Influence a social media focused culture across all organizational levels; resulting in increased positive employee/customer conversations and satisfaction

  • Development of brand pages/accounts on Facebook/Twitter/Foursquare/Pinterest/etc.

  • Crafting, implementing, and running social campaigns and ad creatives

  • Carefully craft brand “voice” to reflect personality of the mission and vision

  • Co-creator and co-host of a Twitter chat and podcast (#JVMChat), to share knowledge about community engagement to social media marketing industry professionals

US Air Force, 338 TRS
Keesler AFB, Biloxi, MS (September 2009 – March 2013)
Cyber Transport Course Instructor/Instructor Supervisor
Instructor of technology for new US Air Force personnel upon graduation of Basic Military Training. Qualified to teach maintenance principles, principles of cryptography, cryptographic equipment maintenance, theory of network security/information assurance including identification and authentication, network components/topologies/fundamentals, IP addressing design and implementation, DNS/DHCP, basic routing concepts/design/protocols, switch methods, multiplexing theory and equipment. In addition to instruction, developed curriculum of written courseware, documentation, tests, hands-on measurement, lab/exercise procedures.

  • Subject matter expert on course development for IP addressing, DNS and DHCP

  • Voice responsible officer; charged with maintaining full and accurate accountability for all secure voice communications systems within unit

  • Responsible for validation of course upgrades/changes and measurement tools to ensure full readiness of Airmen entering operational units at Air Force bases around the globe

  • Manager of 18-25 active duty and retired military technical training instructors and 70-120 active students

US Air Force, 9AF/USAFCENT
Shaw AFB, Sumter, SC (January 2007 – September 2009)
AFNETOPS Standardizations/Evaluations NCOIC
Created job qualification standards for 11 crew positions covering over 80 military and 50 civilian personnel. Managed personnel and work center progression toward achievement of 100% qualification within squadron Air Operations Center. Wrote multi-version test for each crew position resulting in 4000+ question bank; linked between similar crew positions for cross-utilization of personnel. Maintained database of all performance based tasks and cross-referenced against current mission requirements and system availability.

  • Single point of contact for all uniform and readiness items for purchase ensuring 100% deployment ready status for all unit personnel

  • Crucial step and mandatory source for information and processing of inbound/outbound personnel

  • Flight website developer/maintainer; allowed for constant up-to-date information dissemination regarding qualifications and mission readiness metrics

US Air Force, 609 ACOMS
Shaw AFB, Sumter, SC (April 2004 – January 2007)
Data Link Systems Technician
Maintained operational status of 7 proprietary military systems providing 55+ links throughout the area of operations in the middle eastern theater; ensuring full situational awareness for all joint/coalition assets. Subject matter expert for JTIDS Class 2 terminal bridging ground data link systems with RF transmission capabilities to provide situational awareness to alert fighter jets providing east coast border protection under watch of Operation Noble Eagle.

  • Singularly responsible for maintaining records of usage of vehicle fleet for over 80 personnel

  • Listed as key personnel on communications security information; providing cryptographic communications across classified circuits

Best Buy Co, Inc.,
East Hanover, NJ (August 2002 – January 2003)
Technical Services Supervisor
Sales of PC services (i.e. Data transfer, Hardware/software install, Hardware/software diagnostics and troubleshooting). Performing troubleshooting, repair, diagnostic, and upgrade procedures on PCs, Laptops, PDAs and 1st level diagnostics on DVD Players, TVs, Stereo Systems and others.

  • Weekly business plans and reports in conjunction with procedure creation to increase percent margin to budget.

  • Responsible for working condition of all technology items in store.

  • Creating custom home networking solutions for customers.

  • Sales of Desktop/Laptop systems, monitors, peripherals and home networking equipment

  • Advising customers on hardware needs based on specified usage requirements

  • Maintaining financial/operations goals for department (revenue, budget, turn time)

  • Management of tech. services team (six employees)

Gemini Systems, Inc./New York Stock Exchange
New York, NY (December, 1999 - January, 2002)
Consultant
Second level support/Desktop systems administrator; Responsible for trouble calls escalated from first level helpdesk; New machine builds and configurations; Desktop connectivity to corporate LAN; Support for all proprietary applications in association with NT/2000 operating system

  • Research of solutions for wireless/handheld connectivity and platform standards

  • Staffed full-time at the New York Stock Exchange. Knowledgeable in supporting market data applications (i.e. ILX) and proprietary applications.

  • Supporting Palm OS devices in regard to synchronization to desktop (Palm Desktop/Lotus Notes via Pylon Conduit), training in use of device, testing, configuring and deploying new Palm OS based applications (both disconnected and wireless).

  • User training for all corporate standard applications – MS Office, Lotus Notes (4.6/R5), Internet Explorer, Palm Desktop, and all native Windows Applications.

EDUCATION:

American Military University
B.S. Information Technology Management
Graduated: November 15, 2012
GPA: 3.6

Community College of the Air Force – Air University
A.A.S. Instructor of Technology and Military Science
Graduated: March, 2010

Community College of the Air Force – Air University
A.A.S. Electronic Systems Technology
Graduated: October, 2006

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