T C

Technology and operations leader with 15+ years of experience building scalable support organizations, leading customer-facing teams, and improving service delivery across enterprise SaaS and healthcare technology. Proven success establishing global operating models for Fortune 100 customers, managing critical escalations, developing leaders, and applying AI, automation, and process discipline to strengthen customer and business outcomes.

Manager, Support Account Services at ServiceNow (2024 – Present)

• Built a global Follow-the-Sun operating model delivering 24/7 Priority 1 incident coverage for Fortune 100 enterprise customers.
• Led enterprise support operations across managers, technical specialists, and customer-facing teams, reinforcing accountability, operational discipline, and consistent execution.
• Championed AI-powered automation to improve service quality, operational efficiency, and response times across support workflows.
• Developed and mentored high-performing teams through clear accountability, leadership coaching, and continuous-improvement practices.
• Aligned executive leadership, Product, Engineering, and customer organizations around critical priorities, escalation response, and strategic service outcomes.

Senior Support Account Manager at ServiceNow (2023 – 2024)

• Served as a trusted advisor to strategic enterprise customers, managing executive relationships, service risk, and critical escalations.
• Led executive service reviews and governance discussions focused on platform adoption, performance, customer satisfaction, and long-term account health.
• Partnered with Sales, Product, and Support leaders to identify customer risks, strengthen retention, and improve platform value realization.
• Delivered proactive recommendations that strengthened platform utilization, executive alignment, and long-term account success.

Technical Account Manager at FM:Systems (2023 – 2023)

• Provided strategic technical guidance and solution design for enterprise customers navigating complex platform and operational requirements.
• Translated business objectives into platform solutions that improved workflow alignment and supported stronger value realization.
• Developed industry-specific solution approaches by aligning customer requirements with enterprise platform capabilities.
• Collaborated with customer stakeholders to optimize operational processes and strengthen adoption of enterprise capabilities.

Senior Manager, Application Support at Aya Healthcare (2021 – 2022)

• Expanded the Application Support organization while improving service quality, customer satisfaction, and operational performance.
• Managed 16 employees and 2 managers across support operations, resource planning, performance management, and workforce initiatives.
• Drove workforce planning and performance management to strengthen utilization, service consistency, and team capacity across support operations.
• Partnered with Product Management to improve requirements quality, reduce customer-impacting defects, and strengthen the feedback loop between support and product teams.
• Created leadership and career-development programs that improved team performance and resulted in zero voluntary turnover.

Technical Support Manager at AristaMD (2017 – 2021)

• Designed structured onboarding and performance programs that accelerated employee readiness, increased productivity, and improved retention.
• Introduced support technologies and operational processes that reduced resolution times and improved customer satisfaction.
• Managed daily support operations and performance metrics with a focus on service quality, employee readiness, and customer experience.
• Achieved a 90% first-call resolution rate while maintaining strong customer-experience performance across daily support operations.
• Implemented performance-monitoring frameworks that increased visibility, accountability, and consistency across the support organization.

Associate of Science in Network & System Administration – DeVry University

Additional Coursework in Networking & Communication Management – DeVry University