Bill360

Cyber Security Consultant

compliancerisk.io

Technical Customer Success Manager

ConnectWise

Responsible for conceiving, developing and maintaining innovative integrated go-to-market strategies that drive demand in assigned markets

Senior Product Marketing Manager

Our ultimate goal is to help consolidate and synthesize existing resources and security best practices to support the MSP community, third-party vendors, and our internal team to understand and implement cybersecurity measures that work best for their environment in order to build a more robust cyber-resilient infrastructure.

Director and Head of Cybersecurity Task Force

•	Led a customer-centric approach at IT Nation Secure, ensuring a remarkable support experience and serving as a dedicated leader.
•	Managed the development and implementation of the MSP+ Cybersecurity Framework and Playbooks, contributing to enhanced cybersecurity practices for MSPs.
•	Successfully organized the ITN SECURE Conference, emphasizing industry collaboration and knowledge sharing.
•	Oversaw the Cybersecurity Education (Certify) program, ensuring the delivery of high-quality educational resources for internal and external stakeholders.
•	Managed the ConnectWise Partner Program for Cybersecurity, fostering collaborations and alliances to strengthen cybersecurity maturity.

Director, IT Nation Secure

As the Director of Customer Success for Identity, a security assessment SaaS application, I lead a diverse team to develop best practice customer service, marketing, and sales strategies. I manage the new customer onboarding process, end-user retention strategies, dissatisfaction communications. As a consultant for external companies, I provide insights regarding customer success and user experience operations.
• Increased the customer retention rate to 88% by leveraging new and existing tools to streamline the onboarding process and product and best practice training policies to improve the overall customer experience.
• Improved the overall customer experience by collaborating with cross-functional teams to design best practice policies that lead to greater satisfaction.
• Drove successful product adoption by initiating processes and procedures that guaranteed customers receive the most outstanding possible experience.
• Analyzed data-driven metrics collected from customer feedback to resolve technical issues and initiate product improvement solutions that drive additional value for the product.
• Built relationships with executive leaders and key stakeholders to develop a collective strategy and plan to achieve company and customer objectives.

Partner Success

Sienna Group LLC

In this role, I oversaw the development and launch of several cybersecurity and data security systems, including Information Security Program and Risk Assessment Tools (RATS), a SaaS application. I monitored data security systems to ensure user-friendly applications and collaborated with customers on selecting optimal security controls to assure SOC 2 compliance. As a consultant for outside companies, I utilized my extensive industry knowledge to guide customer success regarding business and security operations, experience as a vCISO and DPO.
• Increased customer experience by moving the Security Incident Response and Disaster Recovery plan to a cloud-based application.
• Utilized excellent organizational and communication skills to lead the implementation of Defense Information Systems Agency (DISA) Security Implementation Technical Guides (STIGs).
• Reduced development to production hours 30% by establishing a more efficient new customer onboarding process.
• Created solution guidelines for all critical and high-risk issues, improving product quality and customer satisfaction.
• Examined real-time customer feedback and data-driven analytics to formulate opportunities for additional product value.

Director of Customer Success

FairWarning, Inc

As the leader of the customer success team, I managed customer operations and information security systems for a global healthcare company with over 300 customers worldwide. I facilitated the development and launch of customer-focused software designed to safeguard sensitive and confidential personal information. Guiding teams, I developed onboarding and implementation processes, end-user trainings, product development procedures, and customer experience strategies.
• Pioneered a customer training program to provide hands-on product education and instruction for customers.
• Recruited, coached, and supervised a remote team of over 40 personnel who serviced customers across the globe.
• Assessed product development and user issues to cultivate best practice solutions in collaboration with executives and key stakeholders.
• Led the strategy and development of a SaaS-based product offering, resulting in customer-to-product accessibility 30% faster than in-person.
• Utilized excellent organizational skills to execute over 50 customer implementations, lasting 12-24 weeks.

Director of Global Customer Operations 

Full Spectrum and Vapor Mobile

Project Management:
•	Established the generally accepted project management knowledge and practice in the application and systems development departments
•	Managed software and hardware implementations by defining and communicating the project plan, reporting on project milestones, service level agreements, and resource allocations to executive team, department leads, and support staff
•	Identified the project stakeholders, determine their requirements and manage and influence those requirements to ensure successful projects
•	Implemented a standard SDLC for application and system software development projects

Operational Management:
•	Reengineered applications to ensure there alignment with business processes, tactical planning, and strategic vision
•	Implemented software development QA processes and QC standards to control the software development process and improve the quality of the finished product
•	Authorized and oversaw the deployment, monitoring, maintenance, development, and support of all hardware and software based on company requirements
•	Researched new technology solutions in support of new initiatives, opportunities, and procurement efforts
•	Developed and implement IT policies and procedures, including those for architecture, information security, disaster recovery, standards, purchasing, and service provisioning
•	Managed IT staff including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions

Director of Operations/Information Security/Program Management

Special Data Processing Corp

Responsibilities:
•	Provided strategic direction for the protection of the organization’s information assets as the Information Security Officer
•	Payment Card Industry (PCI) Data Compliance.  Managed the effort to validate compliance with the data security regulations of the credit card associations.  This process included the completion of compliance validation assessments and network vulnerability scans.  
•	Migrated/Developed systems to Oracle 10g OLTP and OLAP model versus current OLTP only model
•	Contributed to the Strategic and “Business As Usual” committees to prioritize IT projects and resources
•	Led the Rapid Application Development team using Oracle 10g and J2EE applications
•	Worked with vendors in developing RFI’s and RFP’s to evaluate, test, purchase and implement software packages
•	Developed JRD’s to outline the requirements based on the initial project scope documents and white papers
•	Managed a staff of up to 20 in the development, implementation and launch of new programs and security applications built with PL/SQL, Oracle Forms, J2EE and Unix
•	Trained department users on new system installations/implementations and software packages
•	Supervised marketing partner projects from requirements gathering, program development and project startup
•	Responsible for Customer/Partner data validation, security and transmission
•	Monitored and evaluated production system processes using reporting metrics and business analysis

Dir. of Bus Services and Information Security

Arthur Andersen

Project Lead on a data modeling enterprise wide data repository.  Responsible for developing and implementing a reengineering approach for the sales and operations processes for an inbound call center.

Business Consultant

As an Information Security and Customer Experience executive, I've dedicated my career to bridging the gap between technology and human needs. My goal is to create products that are both secure and enjoyable. I've led teams, developed strategies, and ensured compliance while always prioritizing customer satisfaction. My diverse background in IT, business, and customer service has equipped me with the skills to excel in this role. I am a team player and builder and lead by example. I’m not afraid to jump in and be hands on.

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