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Click here or scroll down to respond to this candidateCandidate's Name
Potomac, MD Street Address PHONE NUMBER AVAILABLEhttps://LINKEDIN LINK AVAILABLE EMAIL AVAILABLEDigital and Technology Services LeadershipAdaptive, Resilient, and Innovative Standardize and Optimize Business and Services Processes Agile leader and strategic individual contributor with a proven track record in diverse, technically driven environments. Expertise spans managed services, IT outsourcing, professional services, customer success, service and IT operations, e-commerce, technology sales, and account management. Demonstrated success in startups, turnarounds, transformations, and high- performance teams. Skilled in driving operational excellence, fostering innovation, and delivering desired results across various business contexts. Holds active U.S. government clearance. Skills and Expertise Include. Service Delivery Management Program Management Project Management Business & IT Operations P&L Management Governance, Risk, & Compliance (GRC) IT Service Management (ITIL, ITSM) Systems Management Cloud, Virtualization, & Software-as-a-Service (SaaS) Networking and Telecommunications Internet Technologies and Architectures Monitoring & Observability Digital Marketing & Retail Media Services E-commerce MarketplacesProfessional ExperienceRITHUM HOLDINGS, INC., Washington, DC (Remote) 2023 - 2024 Global Director, OperationsDirected global operations, shared services, enablement, and technical writing for over 400 full-time (FTE) employees and contractors in customer experience, support, and services. Delivered modern e-commerce solutions and services, provided comprehensive platform and network capabilities, and created robust, sustainable e-commerce businesses for leading global brands, retailers, and suppliers. Maintained overall profit and loss (P&L), operational, administrative, and service delivery responsibilities worldwide for Customer Success, Technical Support, Managed Services, and Onboarding. Orchestrated a comprehensive one-year turnaround of an underperforming global services and support organization, driving operational improvements and transforming service delivery. Documented and optimized workflow processes, strengthened customer relationships, and designed complex outsourcing models. Implemented enhanced communication strategies to foster customer advocacy. These initiatives resulted in significant cost reduction, decreased customer churn by $2.7M, and markedly improved service quality, revitalizing a previously expensive, high-turnover division into a streamlined, customer-centric operation. Achieved over 10% of savings in the second half of 2023, reducing Services run rate costs from $37.3M to $33.1M. Executed plans to further reduce operations run rate costs by $4.8M in Q3-2024 and delivered an ELT plan for an incremental $5.0M more in Q1-2025.CLOUD SOFTWARE GROUP, INC. (Formerly Citrix), Washington, DC 2019 - 2023 Director, Citrix Managed ServicesLed over 80 full-time equivalents (FTE) and contractors and supervised daily operations while overseeing 24/7/365 productivity at multiple global locations. Maintained overall profit and loss (P&L), operational, administrative, and service delivery responsibilities worldwide. Increased the then Managed Services revenues of $8M and declining to over $14M annually in approximately 16 months. Hired and directed teams to achieve daily and long-term ITIL-based operations aligned with customers business goals. Directed development of internal reporting and external proactive and preventative client monitoring and event management tools. Supervised IT infrastructure monitoring and ITIL event management teams using LogicMonitor, Citrix ADM, Citrix Director, Citrix Analytics, ServiceNow, and PagerDuty. Executed solution design and pricing for new opportunities and renewal sales motions. CITRIX SYSTEMS, INC, Bethesda, MD 2017 - 2019Senior Manager, Customer SuccessManaged a customer success delivery team of 12 high-performing technical account managers (TAM) who delivered premium Citrix support services to enterprise and public sector customers throughout the Americas. Supervised daily customer relationship management team, ensuring positive customer experience and satisfaction with Citrix Technologies at a consistent pace-setting Net Promoter Score (NPS) of 75+. Organized operations management for 75 North American-based TAMs, including planning, tracking, and controlling all defined metrics, NPS performance measures, process improvement, and project initiatives, with regular direct control of customer service escalations, customer outages, major incident management, and critical situations. Implemented a Program Management Office (PMO) capability, turning around a failing Centers of Excellence (CoE) model and refocused the project team on advancing quality assurance and improving customer service delivery. Executed transformation on a two-year premium support offering, growing and transforming a $16M annual revenue Technical Account Management service into a $60M annual revenue and expanding Americas region Customer Success offering.NTT DATA SERVICES FEDERAL GOVERNMENT, INC. (Formerly Dell Global Services), Washington, DC 2016 - 2017 Customer ExecutiveOversaw program management, service delivery, and account management, delivering IT outsourcing, remote service desk, and on-site field services for MIT Lincoln Laboratory and Tyco / Johnson Controls Inc. (JCI). Owned service delivery and renewal of total customer value (TCV) contracts over $15M annually, including services upsell and expansion opportunities. Directed operations, including planning, tracking, and leading all defined metrics, NPS performance measures, process improvement, and initiatives with direct control over customer service escalations, customer outages, major incident management, and critical situations. Maintained and exceeded contractual SLA targets by 95% and CSAT customer satisfaction ratings with successful compliance against contract deliverables, monthly/quarterly business reviews, and staffing metrics. DELL, Washington, DC 2010 - 2016Customer Delivery ExecutiveCoordinated complex managed services and IT outsourcing delivery across commercial enterprise, education, and federal, state, and local government accounts, with an annual contract value (ACV) of $22M. Accounts under management included MIT Lincoln Laboratory, a federally funded research and development center (FFRDC), Fairfax County Public Schools, Henrico County Public Schools, New Kent County Public Schools, and Johns Hopkins University, inclusive of medical, educational, research, non- government organizations (NGO), university-affiliated research centers (UARC), commercial institutions, and affiliates. Managed all aspects of customer-collocated repair depots, break-fix, desktop, and end-user computing (EUC) project teams across 400k plus Dell devices yearly, increased services attach rate by 40%, and protected over $20M plus in hardware revenue and margin annually. Executed ITIL-oriented service delivery management for complex Managed Services and IT Outsourcing engagements, including process and procedure documentation, analytical reporting, service transition management, vendor management, hiring, and resource scheduling.Startup ExperienceKEANE BUSINESS RISK MANAGEMENT SOLUTIONS, Baltimore, MD Vice President of Technology Co-founded SAFE Risk Management Systems, LLC, a Software as a Service (SaaS) governance, risk, and compliance (GRC) management software platform founded in 2002. Built and operated corporate development, product management, software development, and technical engineering teams, including SDLC, product portfolio management, continuing engineering, QA, release management, and new product and service development.VIA NET.WORKS, INC., Reston, VAVice President of Engineering Responsible for a global multinational internet service provider P&L of over $20M annually, including leadership over 200 full-time (FTE) employees in engineering, product development, and technical operations. Responsibilities encompassed networking infrastructure, telecommunications, IT systems, ISP service provisioning, and data centers across multiple continents. Spearheaded operations of a global Tier 2 IP backbone, including all multi-country IP networks, strategically distributed Points of Presence (PoPs), and data centers. Oversaw mission-critical global Network Operations Center (NOC) and Security Operations Center (SOC). Managed diverse engineering teams across Europe, the United States, and Latin America. Optimized network performance through strategic public and private peering arrangements, negotiating and implementing over 250 bilateral peering agreements, and established presence at major Internet Exchange Points (IXPs) worldwide and led peering policy development, capacity planning, and traffic engineering to enhance network efficiency and reduce transit costs by over 60%. Executed technical due diligence for high-velocity M&A strategy, resulting in the successful acquisition and integration of 20 companies across 15 countries within a 24-month period. A key driver in value creation, synergy realization, and operational integration, culminating in a successful joint NASDAQ and Euronext IPO in February 2000. Demonstrated expertise in rapid scaling, cross-border transactions, and pre-IPO preparation in a hyper-growth environment. EducationBachelor of Science (BSc), Business Administration, Northeastern University, Boston, MA CertificationsITIL 4 Foundation Certificate, IT Service Management, PeopleCert, 2022 No Expiration, Credential ID GR671388132SH |
