Led the development and implementation of a new business Intelligence system to support the sales and engineering teams. Worked with the executive team to develop and implement a proactive monitoring and communication plan.
Provide leadership and direction to the team to develop a new customer service Center for the operations and support of the network infrastructure.
Served as a member of the team to improve the onboarding of the new hire orientation process, and the hiring of the staff of the customer.
Served as a liaison between the business, development, and operations teams to ensure that the implementation of the project is in place to meet the customer needs.
Developed and implemented a process improvement program to improve efficiency and effectiveness of the onboarding of new employees, resulting in improved customer satisfaction and increased productivity by 20%.
Work with customer support to resolve issues and provide solutions to customer service management and business process improvement. Create and maintain effective use cases, and workflow processes.
Technical Support Manager
Managed the implementation of a new asset management system to support the use of the financial systems to provide a liaison between the business and the front end.
Responsible for the analysis of the customer cases and the development of the new system to ensure that the user requirements are met.
Maintain and manage the quality of all the information security and access control systems. Develop and maintain the organization's policies and procedures for the company.
Develop, maintain and support the organization's internal and external business units, including the creation of the new and existing processes, procedures, and policies.
Provide support to the team to ensure that the highest quality of the application is delivered on time and within budget.
Ensure that all the systems are in place to meet the needs of the company, including the following: audits, policies, procedures, and standards.