Core BTS

Core BTS is a solution provider focused on customer-centric software, technology, and related IT infrastructure and technology services to corporate and government clients. Core BTS solves complex business needs across networking, collaboration, security, and data center infrastructure. Core BTS’s capabilities include technical support and managed services of existing infrastructure, security and networking advisory and assessments, and remote monitoring support for hardware and software.

Certified Client Success Management Professional (CCSMP)

Gain Grow Retain

Member

The Customer Success Association

 Member

Practical CSM

Western Governors University

WGU’s online business information technology management degree program includes coursework in key areas like management and leadership, business, networks and security, and information systems management.  

These information and technology skills are vital to mesh important business and IT strategies to help organizations thoughtfully utilize technology.

Key Subject Areas:
    Economics
    Project management
    Organizational behavior
    Change management
    Network and security
    Information systems management
    Data management
    Human resources
    Quantitative analysis for business


Learn about the degree here:  https://gowenplaces.com/degree-information

University Student: Business Administration IT Management

Microsoft

Short summary: Responsible for driving digital transformation outcomes for 13+ Microsoft Enterprise and SMB customers delivering over 1M in yearly revenue.

I manage the delivery of proactive/reactive programs to augment brand loyalty, improve organizational trust, and deliver exceptional value, while strategically positioned as the customer's advocate and voice within Microsoft. 
Key Achievements:
●	Accountable for managing Portfolio Delivery planning and execution within customer agreements. Prioritized and executed programs that drove supportability, consumption, and operational health, to generate 10% increase in renewal growth during a global recession. 
●	Team leader for using marketing resources to gain customer insight – orchestrated exposure to 13 Customer Success Account Managers, generating leads and insights to fill service pipeline gaps.
●	Reduced average monthly support incident rate by 35% for 2 high volume customers by leading collaborative ITIL problem and incident management workshops with Support Engineers and Incident Managers.

Customer Success Account Manager

Technical Account Manager

SmallNetworks

Short Summary: Responsible for providing communications and infrastructure services to small office customers in the Seattle area.

I provided proactive support to embedded IT infrastructure and systems, delivered remediation services, managed disaster recovery, and oversaw service delivery planning for 30+ clients, 10+ Windows servers, 100+ workstations, and 100+ users to achieve set performance goals and ensure seamless technical operations.
Key Achievements:
●	Consulted with small business partners regarding their IT needs and acted as a sales and training liaison.
●	Collected customer feedback to maximize effectiveness, improve service response times, and inform overall business strategy.

Senior Support Engineer

Directly

Short Summary: Delivered answers to common and complex technical problems within the following fields:
• Microsoft Community 
• Microsoft Excel 
• Microsoft OneDrive 
• Microsoft Outlook.com 
• Microsoft Office

Key Achievements:
● Answered 300+ questions with a 100% satisfaction rate

Description:
Experts (Independy Advisors) working through Directly can apply previously gained experience and knowledge to help End-Users solve issues in a real-time chat and message channel whilst being rewarded for their efforts. 

This is a come-and-go-based program where Experts can answer questions based on their own experience and availability. A Directly Expert can assist the End-User till resolution, another Expert can chime in to resolve, or the question can be forwarded to the supported organization's internal resources.

Independent Advisor

Bill & Melinda Gates Foundation

Short Summary: Responsible for collaborative feature-level planning and execution for mobile technology projects.

Key Achievements:
●	Exerted director-level influence within a matrixed organization to mitigate a key organizational risk by developing new requirements to address a potential loss of $1M worth of hardware assets.
●	Collaborated with 4 different teams including engineering and UX to develop and release mobile service features.
Vendor: ATOS

Description:
The IT Support Specialist - Mobile is responsible for providing high-quality customer service and technical support to all IT users for their mobile technology. This position requires the delivery of support up to a Tier 2 level to users both in person as well as on the phone, and through other appropriate technologies as needed. This role is responsible for providing both client support and vendor oversight for the Foundation's mobile device program including but not limited to billing, inventory, procurement, and documentation.

Responsibilities:  

• Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT department, escalating as needed. 
• Record all customer contacts, questions, and problems in the ticketing system including impact and priority. 
• Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer and vendor partners through resolution 
• Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets 
• Provide oversight to external service providers to ensure the needs of foundation staff are being met within targeted SLA’s. 
• Resolve trouble tickets as escalated by Tier 1 support 
• Provide status to customers of assigned tickets 
• Manage the lifecycle of mobile phone hardware and accessories including ordering, deployment, recovery, RMA and disposal.

IT/Mobile Support Technician II

SkyKick

Short Summary: Accountable for migration project support and delivering positive outcomes for Microsoft Partners and customers on the SkyKick platform.

I ensured project completion within given time and budget by delivering strategic reforms. I improved alignment and product understanding by creating new features, escalating support issues, delivering status updates to internal teams/client contacts, while leveraging chat, email, and phone support queries, as well as coordinating with engineering department. 

Key Achievements:
●	Responsible for researching, clarifying, and communicating end-user product requirements to the engineering and support teams, as well as the stewardship and escalation of identified product issues.
●	Strengthened ability to overcome objections and motivate clients towards increased product adoption & consumption, while adhering to project SOPs & best practices.

Responsibilities:

The SkyKick Support Team uses Microsoft Dynamics CRM, in addition to other technologies, to help Microsoft MSPs, CSPs, Resellers, and other Business Partners use and standardize on the SkyKick platform to migrate customers to Office 365 and back up their data in the Office 365 cloud.

• Manage & pro-actively support SMB & Enterprise migration projects (controlled via Microsoft Dynamics CRM).
• Demo/Sell Office 365 and email migration products to clients (Microsoft Partner Network). 
• Onboard partners into the SkyKick migration platform, perform end-to-end training and engagement activities. 
• Troubleshoot SaaS applications, Office 365 DNS entries, email connectivity, and data & email migration fidelity. 
• Assist with drafting and updating platform documentation and knowledgebase articles via Zendesk. 
• Educate clients (MS Partners) on best practices for the use of active directory, SSO, and MFA in migration projects. 
• Collaborate with the engineering department to develop new features and functionality as well as the escalation of support issues.

Office 365 Migration Product Specialist

*** Favorite Quote ***
“What you think, you say - what you say, you do - and what you do, you become. When the pain of staying the same is greater than the pain of change, the dream of who you want to be, will become your reality.”

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