Welcome!!
Please dive into my world and discover more about who I am – my journey, expertise, and the unique skills I bring to the table.
Feel free to roam around and absorb the essence of my professional story.
If you're intrigued and see a potential collaboration or opportunity, I'm just a message away.
WELCOME !
I am a bilingual (English and Spanish) IT professional with a rich tapestry of over 25 years of international experience in the realms of IT Professional Services and Customer Success.
My career has been a journey through various facets of the IT world, including selling, consulting, designing, and delivering an extensive array of on-premise and cloud solutions.
I have had the privilege of working with industry giants like VMware, Dell, Microsoft, Cisco, and IBM, deploying cutting-edge technologies across diverse regions including the US, LATAM, Japan, Australia, and New Zealand.
My roles have been as dynamic as my work locations, having successfully ventured into positions such as Senior Manager, Customer Success, Sales, Solutions Architecture, Business Development, IT Delivery, and Project Management.
This diverse skill set not only exemplifies my versatility in the IT sector but also my ability to adapt and excel in various business environments.
At the core of my professional journey is a deeply rooted passion for technology and an unwavering commitment to relationship-building.
Whether engaging with customers, collaborating with partners, or negotiating with vendors, I bring a unique blend of expertise, enthusiasm, and strategic insight to every interaction.
My goal in every engagement is not just to deliver successful outcomes but also to forge positive, long-term relationships that are built on trust, mutual respect, and shared success.
I believe that the true mark of success in the IT industry lies in the ability to constantly evolve, learn, and contribute to the larger community.
This website is a window into my professional life, offering insights into my experiences, projects, and the values that drive me.
If you're interested in learning more about my professional journey, or if you're considering my expertise for a new role, I invite you to explore further.
For a more personal interaction or to discuss potential opportunities, please feel free to reach out directly.
I look forward to connecting with you and exploring how we can drive success together in the ever-evolving world of IT.
MY EXPERIENCE
Background & Expertise
SENIOR MANAGER - CUSTOMER SUCCESS & TAM (AMER)
April 2023 - Present
• Customer Adoption & Consumption Strategy
Created proven engagement models to measure and drive delivery excellence, adoption, and consumption leveraging Gainsight, Salesforce, Confluence and other platforms.
• Strategic Leadership & Team Building
As a Servant Leader of a dynamic team of Customer Success Executives (CSEs) in the US, my role encompasses hiring, guiding, and mentoring these professionals. My focus is on cultivating a team that excels in driving adoption and consumption, ensuring that each member is equipped with the necessary skills and knowledge to succeed in their roles.
• Customer Health Monitoring & Outcome Optimization
I am dedicated to continuously monitoring key performance metrics to glean actionable insights. This analytical approach enables me to identify areas for improvement, driving efficiency and performance enhancements within our team. By leveraging data, we consistently exceed our operational objectives and set new benchmarks for success.
• Expert Guidance & Escalation Resolution
I provide timely and effective guidance to CSEs, particularly in addressing escalations and complex issues across functional teams. I assist the team in navigating challenges, ensuring expedited resolution and successful outcomes.
• Mentorship & Leadership Development
I am passionate about mentoring and developing future leaders. This involves not only guiding CSEs in their current roles but also preparing them for their next steps in their careers. Through focused professional development initiatives, I help individuals in my team to identify and realize their potential, fostering a culture of continuous learning and growth. Created training collateral in the form of documents, videos and presentations to enable team of CSEs and empower them to be successful in their role. Coached and Mentored team of CSEs providing including role playing approach to practice common use cases with customers and cross-functional teams to build the team's confidence and to drive world-class delivery.
• Efficient Account Management & Capacity Planning
Efficiently managing account assignments and maintaining a balanced capacity model are key responsibilities in my role. I ensure that each CSE handles a workload that optimizes their abilities and fosters customer satisfaction, while also maintaining the overall efficiency and effectiveness of our team.
SENIOR MANAGER - CUSTOMER SUCCESS & TAM (U.S. East Coast & LATAM)
August 2021 - April 2023
• Dynamic Team Leadership & Development
At the helm of a diverse team of over 20 Success 360 Customer Success Executives (CSEs) across the US, Canada, and LATAM, I drive leadership by fostering an environment of growth and mentorship. My focus is on hiring top talent, nurturing their skills, and guiding them through a Servant Leadership approach to excel in delivering exceptional customer success.
• Performance Analytics & Outcome Optimization
I am committed to not only monitoring key metrics but also deriving actionable insights from them. This analytical approach enables me to continuously enhance the efficiency and performance of our team, ensuring we consistently meet and surpass our objectives.
• Strategic Problem-Solving & Escalation Management
Providing strategic guidance to CSEs, especially in handling challenging issues and escalations, is a cornerstone of my role. My aim is to assist the team in achieving successful outcomes swiftly and effectively, leveraging my expertise to navigate complex situations.
• Leadership Development & Professional Growth
I am passionate about grooming the next generation of leaders. Through dedicated mentorship and professional development guidance, I empower individuals within my team to evolve into future leaders, equipping them with the skills and confidence necessary for their career progression.
• Optimized Account Management & Capacity Planning
Effective account assignment and maintaining a balanced capacity model are vital in ensuring our team’s success. I meticulously manage account allocations to CSEs, ensuring an equitable distribution of work while maximizing team productivity and customer satisfaction.
CUSTOMER SUCCESS EXECUTIVE
January 2021 - August 2021
• Customer Experience & Outcome Acceleration
As a dedicated professional at VMware, I specialize in crafting successful customer experiences, focusing on accelerating the realization of outcomes across all VMware technology sectors. My role involves a deep understanding of each customer's unique needs and tailoring solutions to meet these requirements promptly and effectively.
• Engagement & Business Outcome Facilitation
I am committed to ensuring consistent and high-quality engagements with our clients. By understanding their business contexts and challenges, I facilitate processes and strategies that lead to tangible business outcomes, aligning VMware’s capabilities with our customers' goals.
• Strategic Objective Achievement
A key aspect of my role is to drive the attainment of strategic objectives for our customers. This involves close collaboration and consultation, ensuring that each step aligns with the broader vision and targets of their organizations. My approach combines strategic foresight with actionable plans to steer customers towards their desired futures.
• Value Realization of VMware Solutions
I take pride in ensuring that customers realize the full potential and value of their investments in VMware solutions. This includes guiding them through the complexities of our technology, providing ongoing support, and identifying opportunities for them to leverage our solutions for maximum benefit. My focus is on building long-term relationships based on trust, consistent value delivery, and a deep understanding of our customers' evolving needs.
• Professional Certification & Skill Development
Achieved key industry certifications, including VMware Certified Professional - Data Center Virtualization (VCP - DCV) and the VMware Certified Professional - Cloud Management and Automation (VCP - CMA), which underscore my technical proficiency and commitment to professional growth.
PREMIER SUPPORT ACCOUNT MANAGER
August 2018 - January 2021
• Stakeholder Engagement & Collaboration
Excel at developing strong relationships with key stakeholders, seamlessly collaborating with VMware account teams, including Account Executives, Pre-Sales, and Solution Engineers. Regularly engage in operational meetings and business reviews to accelerate Support Requests time to resolution, analyze support trends and drive operational efficiency.
• Technical Expertise & Customer Satisfaction
Maintain an in-depth understanding of VMware solutions and future product directions, ensuring high levels of customer satisfaction on behalf of Global Support Services (GSS). Facilitate onboarding and access management for Premier Service Requests, providing proactive support and updates. Maintained regular updates in Salesforce and GS Lightning system to keep stakeholders looped in and help accelerate outcomes.
• Strategic Support & Problem Resolution
Serve as the primary escalation point for customers, coordinating closely with the Regional Escalation Management team and other departments for rapid resolution of complex issues. Deeply understand customers' business requirements and technical needs, contributing to support planning and providing strategic recommendations.
• Proactive Customer Engagement
Deliver proactive customer notifications for training, product alerts, and updates. Coordinate onsite visits and assist with support planning, including upgrade and maintenance advice, and provide early access to issue fixes through beta programs. Offer assistance outside of standard business hours as required.
CLIENT SOLUTIONS EXECUTIVE
March 2016 - February 2018
• Strategic Business Development & Partnerships
Deeply involved in collaborating with partners and sales teams to ignite continuous business development opportunities. Focused on building a robust national pipeline for VMware solutions, aligning with market needs and customers' strategic goals.
• Market Awareness & Growth Strategy
Played a pivotal role in increasing market awareness of VMware products and services. This includes not only promoting VMware solutions but also highlighting partner services powered by VMware products. My strategies are designed to position VMware as a leader in the evolving IT landscape.
• Professional Development & Empowerment Initiatives
A significant part of my job is to empower the New Zealand IT market by facilitating professional development opportunities. This extends to helping organizations accelerate innovation while reducing operational costs through VMware's cutting-edge virtualized network, security, storage, and automation solutions.
• Relationship Building & Communication
I focus on building and maintaining relationships across the full organizational hierarchy, ensuring a thorough understanding of client needs and objectives. My responsibilities include preparing and presenting compelling presentations that clearly convey the value of VMware's Software Defined Hybrid Cloud solutions.
• Market Evolution & Technological Advancements
Actively involved in growing market awareness about the evolution from traditional virtualization to more advanced solutions like virtual networks, security, storage, hyper-convergence, and automation. This encompasses educating and guiding organizations on managing private, public, and hybrid virtualized infrastructures.
• Cybersecurity & Infrastructure Protection
A key area of my expertise is empowering organizations to protect their virtualized infrastructures from modern threats through the implementation of NSX and Carbon Black solutions.
SENIOR SOLUTIONS ARCHITECT
July 2010 - March 2016
• Virtual Business Development
Partnering with sales teams to enhance the Skype for Business (SfB) pipeline, significantly accelerating sales cycles by 50% through strategic collaboration and innovative tactics.
• Customer Presentation & Engagement
Skilled in preparing and delivering compelling presentations focused on business solution selling and value selling, enhancing customer understanding and buy-in during pre-sales stages.
• Strategic Relationship Building
Establishing and nurturing key relationships with CXOs, IT Managers, and IT staff, ensuring a deep understanding of their unique business needs and requirements.
• Licensing Coordination & Compliance
Collaborating closely with Licensing teams to ensure customer adherence to licensing requirements, facilitating tailored solution offerings.
• Project Management & Planning
Working in conjunction with the Project Management Office as a virtual Technical Project Manager, responsible for creating detailed Project Plans for SfB projects.
• Workshop Facilitation & Design Services
Organizing and delivering design workshops, alongside executing Microsoft Deployment Planning Services (DPS) engagements, contributing to the high-level and detailed design of SfB solutions.
• Implementation & Training
Leading the implementation, testing, and rollout of Microsoft SfB solutions, coupled with the development of both digital and printed training materials for various stakeholders.
• Comprehensive Training Delivery
Conducting extensive Microsoft SfB training sessions tailored for general staff, trainers, champions, Help Desk, and IT Administrators, ensuring seamless solution adoption and proficiency.
• Solution Handover & Support
Efficiently transitioning SfB solutions to Business-As-Usual (BAU) support, guaranteeing continued operational excellence and user support post-implementation
LINE OF BUSINESS MANAGER
UNIFIED COMMUNICATIONS
June 2009 - July 2010
• Strategic Business Line Management
At the forefront of managing the Unified Communications Business Line, I directed both its operations and strategic growth initiatives. This role required a nuanced understanding of the market and the ability to align our offerings with evolving client needs, ensuring not only growth but also operational excellence within the business line.
• High-Value Contract Acquisition
Led a successful high-value campaign that culminated in securing a significant NZD $1.5M contract with the New Zealand Government. This achievement not only exceeded our strategic business targets but also demonstrated our team's capability in navigating complex sales cycles and negotiating lucrative deals.
• Financial Strategy & Business Expansion
The contract win marked a pivotal moment, laying a stable 3-year financial foundation for the business line. This financial security was instrumental in enabling sustained expansion, allowing us to invest in new technologies, expand our team, and explore innovative market opportunities. My role involved strategic planning and financial forecasting, ensuring that we capitalized on this foundation to drive long-term growth and market presence.
SOLUTIONS CONSULTANT
June 2008 - June 2009
• Strategic Growth Leadership
Spearheaded growth initiatives for Microsoft Skype for Business as part of the Microsoft Consulting Services team. My role involved driving market expansion by strategically engaging with partners and customers, fostering relationships that translated into tangible business growth and expanded market reach.
• Pre-Sales Expertise & Solution Development
Excelled in delivering persuasive pre-sales presentations, effectively communicating the value and capabilities of our solutions. Led the development of Proof of Concept (POC) projects, design workshops, and joint implementations. This approach not only enhanced our business development efforts but also solidified customer trust and satisfaction.
• Industry Thought Leadership
Demonstrated thought leadership in the technology sector by presenting at Microsoft TechEd. My presentations focused on promoting industry best practices and innovative solutions, positioning myself and the organization as forward-thinking leaders in the IT community. This platform provided an opportunity to share insights, engage with peers, and influence the direction of technological advancements.
• Professional Certification & Skill Development
Achieved key industry certifications, including Microsoft Certified Professional (MCP), which underscore my technical proficiency and commitment to professional growth.
SOLUTIONS ARCHITECT
November 2007 - June 2008
• Stakeholder Collaboration & Requirements Analysis
In my role, I excelled at collaborating with key stakeholders to gather both functional and non-functional requirements. This process was crucial in understanding and aligning with their unique business needs, ensuring that the solutions proposed were tailored to meet these specific requirements effectively.
• Solution Design & Architecture
Worked closely with Enterprise Architects to create High-Level and Detailed Designs for IT solutions. This collaboration involved a deep dive into the technical aspects of the solutions, ensuring they were not only robust and scalable but also aligned with the overarching strategic vision of the organization.
• Strategic Presentations & Communication
A key aspect of my role was delivering presentations to stakeholders, executive sponsors, and IT staff. These presentations focused on articulating the business value of our solutions, ensuring that they resonated with the audience and aligned with the organization's strategic objectives. My approach combined technical insight with a clear understanding of business implications, ensuring effective communication and buy-in.
• Content Development & Training
I also took the initiative to produce white-papers and technical training materials for IT staff. These resources were designed to enhance understanding and competency in the solutions we provided, ensuring that the IT staff were well-equipped to support and leverage these solutions effectively. This content not only served as a valuable educational tool but also reinforced the strategic value of our technology initiatives.
SOLUTIONS CONSULTANT
March 2004 - November 2007
• Unified Communications Leadership
As a recognized expert in Unified Communications, I spearheaded all related projects within our organization. My role encompassed leading project teams, ensuring excellence in execution, and driving the strategic direction of our Unified Communications initiatives.
• Training & Mentorship
Committed to fostering a culture of continuous learning, I trained and mentored peers in Unified Communications technologies. By sharing my expertise, I played a pivotal role in enhancing the team's overall skill set and capacity to deliver high-quality solutions.
• Sales Collaboration & Business Development
Collaborating closely with Sales teams, I was instrumental in closing business deals by aligning technical solutions with client needs. This involved delivering persuasive presentations, creating comprehensive Statements of Work, and crafting tailored Requests for Proposals, thereby directly contributing to the organization’s revenue growth.
• Solution Design & Implementation
My responsibilities also included producing High-Level and Detailed Designs for customer solutions in New Zealand and Australia. I took charge of implementing these technical solutions, ensuring they met client requirements and delivered tangible business benefits.
• Evangelism & Public Speaking
As an evangelist for our solutions, I represented our organization at various IBM events and customer engagements. In these forums, I passionately promoted our Unified Communications solutions, demonstrating their value and relevance in the modern business landscape.
• Professional Certification & Skill Development
Passed the Cisco Certified Internetwork Expert Routing & Switching - Written exam (CCIE R&S Written) and passed the Cisco Certified Internetwork Expert Voice - Written exam (CCIE Voice Written), which underscore my technical proficiency and commitment to professional growth.
CONVERGED NETWORK ADMINISTRATOR
November 2001 - March 2004
• Strategic IT Management & Collaboration
In my role, I worked closely with Executives and IT Managers to oversee and maintain the largest Cisco Voice over IP solution in the world at the time, together with the Cisco Network environment. This responsibility was key to ensuring that our branches had uninterrupted access to Head Office resources, thereby maintaining seamless business operations. My focus on keeping the network in an optimal state was critical to the smooth functioning of the organization's daily activities.
• Technical Troubleshooting & Vendor Coordination
I specialized in troubleshooting technical issues within our network infrastructure. This involved escalating faults to our outsourced provider and collaborating with vendors to expedite resolution. My ability to quickly and effectively address these issues minimized downtime and maintained high standards of operational efficiency.
• Documentation & Knowledge Sharing
Recognizing the importance of knowledge continuity, I meticulously maintained documentation of all solutions and processes. This practice not only ensured a reliable reference for future troubleshooting but also aided in standardizing procedures across the organization.
• Mentorship & Team Support
Committed to the growth and development of our IT team, I took an active role in mentoring new peers. My mentorship was focused on equipping them with the necessary skills and understanding to provide consistent, high-quality support to the business. By fostering a culture of learning and collaboration, I contributed to building a resilient and proficient IT team.
• Professional Certification & Skill Development
Achieved key industry certifications, including Cisco Certified Network Professional (CCNP) and Cisco Certified Design Professional (CCDP), which underscore my technical proficiency and commitment to professional growth.
DATA CENTER ENGINEER
July 2000 - October 2001
• Global Customer Support & Infrastructure Management
In my role, I collaborated with technical experts to install, maintain, and troubleshoot collocated infrastructure for global customers at our Tier IV multi-homed Data Center. This responsibility involved ensuring the seamless operation of critical infrastructure, which was essential to our customers' business continuity and operational efficiency.
• Continuous Improvement & Uptime Management
Developed and implemented continuous improvement processes aimed at reducing the risk of outages. These initiatives were instrumental in maintaining an impressive uptime of 99.995% for our customers, exemplifying our commitment to reliability and high service standards.
• Technical Troubleshooting & Vendor Coordination
Specialized in troubleshooting technical issues across various OSI layers (physical, data link, network, and transport), I worked closely with Senior Engineers and multiple vendors to expedite resolution times. This collaborative approach significantly accelerated time to resolution, enhancing customer satisfaction.
• Professional Certification & Skill Development
Achieved key industry certifications, including Cisco Certified Network Associate (CCNA) and Cisco Certified Design Associate (CCDA), which underscore my technical proficiency and commitment to professional growth. I also became adept at using various tools, such as Fluke devices, for troubleshooting connectivity issues.
• Best Practice Implementation & Team Collaboration
Collaborated with peers at a national level to develop and implement world-class Data Center best practices. Our focus was on minimizing environmental issues and delivering the best possible customer experience. This initiative not only improved our operational standards but also positioned our Data Center as a leader in service excellence and reliability.
NETWORK ADMINISTRATOR
February 1998 - July 2000
• Network Administration & Support Leadership
In my role as a Network Administrator, I was responsible for overseeing and supporting the network infrastructure of all stores managed by the Marine Corps Community Services in Okinawa, Japan. This role required a deep understanding of network technologies and the ability to ensure seamless operations across multiple locations.
• Technical Troubleshooting & Optimization
Actively assisted store Managers in troubleshooting and optimizing their local server and inventory applications. My expertise was crucial in enabling them to complete their reports accurately and on time for monthly reconciliation, thereby ensuring operational efficiency and data integrity.
• Platform Transition & System Upgrade
Successfully led the transition of stores from a Novell-based Operating System Platform to a Microsoft OS-based platform. This transition was a key part of modernizing the IT infrastructure and involved comprehensive planning, execution, and support to ensure a smooth changeover with minimal disruption.
• Network Overhaul & Equipment Deployment
Played a pivotal role in transitioning the physical network from Token Ring to Ethernet, marking a significant upgrade in the network architecture. Additionally, I contributed to the expansion and deployment of Cisco Networking equipment, enhancing the network's performance and reliability. This upgrade was instrumental in improving connectivity, speed, and overall network efficiency.
EDUCATION & CERTIFICATIONS
UNIVERSITY OF MARYLAND - JAPAN (2000)
Bachelors of Information Systems Management
VMware Certified Professional (VCP) : Data Center Virtualization
VMware Certified Professional (VCP) : Cloud Management & Automation - In Progress
AWS Certified Cloud Practitioner (in progress)
Microsoft Certified IT Professional (MCITP)
Microsoft Certified Professional (MCP)
Cisco Certified Internetwork Expert (CCIE) - Voice Written
Cisco Certified Internetwork Expert (CCIE) - R & S Written
Cisco Certified Design Professional (CCDP)
Cisco Certified Network Professional (CCNP)
Cisco Certified Design Associate (CCDA)
Cisco Certified Network Associate (CCNA)
Nutanix Certified Associate (NCA) - In progress
SKILLS
Enterprise Architecture
Solution Architecture
IT Consulting
Sales & Pre-Sales
Account Management
Public Speaking
Relationship building
Critical thinking
Business Development
Strategic Planning
Technical Training
Peer mentoring
Document authoring & production
Process Engineering
Project Management
"Today better than yesterday. Tomorrow better than today."
