Skills:

• Strong relationship building, influencing skills, working with key customer contacts, account and business development managers.
• Managing multi-million dollar diverse portfolio of clients with a strong focus on customer success
• Providing technical leadership on strategy and client roadmaps.
• Datacenter – Cloud, SaaS and Managed Hosting environments
• Service Level Agreements, Performance metrics, Incident, Problem, Change and Continual service improvement.
• Process building, Forecasting and Trend Analysis
• Introduced ITIL methodologies in all processes and procedures. This greatly improved the quality of Helpdesk and service delivery of Hostworks
• Maintained 99% success rate for all client changes
• Exceeded client satisfaction results of all my clients at every level of service delivery
• Led the project of migrating critical clients from legacy datacenter to a new datacenter with minimal disruption and downtime
• Recruited, structured, promoted the existing team of 9 Helpdesk staff to 21 Helpdesk staff
• Successfully re-branded and re-structured the Helpdesk team to the new High performance as per CIO’s guidelines