Experience

Assist customers with pre and post sales onboarding to ensure successful adoption of their products and services.
Serve as the primary point of contact for any technical assistance during the customers contract tenure.
Leverage tools in the IBM portfolio to foster continued technical training and strive towards proficiency.
Monitor customer adoption via IBM Cloud tools, driving continuous improvements to maximize service value.

Guided cross-functional collaboration between engineering teams, business stakeholders, and product management to ensure alignment on project goals, schedules, and resources.
Managed release processes and coordinates deployment of code into production, ensuring seamless execution and compliance with internal standards.
Directly supported program execution for migration from legacy systems to cloud-based databases, ensuring project goals were met on time and within budget.
Developed program-wide documentation and process standards, ensuring smooth integration and adherence to regulatory requirements.
Indirectly managed teams through complex infrastructure and software changes, driving high levels of collaboration to meet project milestones.
Led status reporting and project tracking using Jira and Confluence, ensuring timely updates and alignment with key stakeholders.

Acted as the technical lead in the resolution of over 1,000 customer cases, demonstrating strong problem-solving and technical troubleshooting skills.
Collaborated with cross-functional engineering teams to develop and deploy network automation solutions, ensuring alignment with business and technical objectives.
Produced internal documentation and process workflows to enhance the efficiency of troubleshooting and customer support, which contributed to improved program performance.
Participated in cross-departmental task forces, addressing urgent business needs and scaling support during high-demand periods (e.g., WebEx during COVID-19).
Delivered technical consulting and solutions design, contributing to the successful deployment of several high-priority technical projects.

Managed customer relationships, uncovering needs and delivering tailored solutions, ensuring customer satisfaction and driving product adoption.
Exceeded sales targets by 150%, demonstrating strong project execution and goal-driven results.
Worked with team leaders to execute community outreach programs, strengthening brand visibility and supporting strategic objectives.
Collaborated with cross-functional teams to ensure that customer needs were met with effective solutions, driving successful product adoption.