Professional Summary

Enthusiastic and customer-focused Sales Engineer/Solutions Engineer with decades of deeply technical experience, a track record of successfully selling and deploying industry-leading, highly complex software solutions and services to companies across the globe. A passionate product evangelist, I’ve built lasting customer relationships while closing multi-million dollar deals in a highly competitive landscape.

 

Skills & Qualifications

Globally experienced in technical sales and software deployment, working onsite with customers in 41 countries to oversee engagements, negotiate terms, and cultivate client trust during critical projects

• Conducted dozens of Proof of Concepts & Pilots, regularly bringing to purchase & closure 7 figure deals in diverse verticals: Retail, Travel, Finance, Insurance, Ecommerce, Education, Government, Pharma and Non-Profits

• Drove expansion into entirely new geos/countries by training and mentoring sellers and solutions engineers, including turning Japan into largest revenue source outside the US across multiple quarters

• Responsible for building, training and mentoring a global network of business partners, resellers and consulting companies, including successful management of the first sales and implementations in LATAM and APJ

• Stellar record of demonstrating/proving solution ROI: Recovered billions of dollars in lost revenue for some of the largest companies in the world

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Charismatic public speaker with experience in holding discovery meetings, conducting product demos, managing trainings

• Led meetings with C-level executives including CTOs, CMOs

• Regularly presented solutions to live audiences of 100+ people at trade shows and industry events attended by key decision makers & executives, as well as technical and marketing audiences

• Managed training sessions for thousands of developers, marketers and executives on complex software solutions, establishing and enforcing industry best practices and helping build referenceable clients

 

Deeply involved in Customer Experience Analytics, focusing on Business Intelligence & actionable insights, for internal and external customers across many lines of business (Accounting, Finance, Management, Marketing, Product and Sales teams)

• Regularly navigated through deeply complex client environments and security protocols to handle Data Privacy concerns; comfortable selling/supporting GDPR & CCPA compliant solutions

• Conducted Data Mining/Data Analysis – deriving understanding and information from myriad sources of client data

• Full SDLC experience: design, planning, support, testing and customization

• Project lead with significant experience in Project Management with regular client interaction 

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WORK EXPERIENCE

IBM - Remote - 05/2022 - Present

Senior Automation Technical Specialist - AIOps, US Financial Services Market - Full-time

• Functioned as a trusted technical advisor selling the IBM Automation portfolio, including IBM AIOPS, DevOps Instana Observability (APM), and FinOps Turbonomic Application Resource Management (ARM) and Apptio  - while achieving 100% sales quota.

• Nurtured established relationships with enterprise IBM Financial Services Signature accounts, assisted with the closure of tens of millions of dollars in ELA contracts, provided post sales support to client engineering and CSM teams to routinely meet account expansion targets.

• Served as a Technical Thought Leader, engaged frequently with Product Management, Marketing and Development teams to provide competitive intelligence, drive product innovation, close competitive gaps and regain lost market share.

• Collaborated with IBM Business Partners to develop Go To Market strategies to rapidly drive revenue growth, enable technical teams and guide executive strategy.

• Strategically guided executive, brand and technical leaders via competitive intelligence, market research and client workshops. Drove product enhancement discussions on Application Performance Monitoring, Digital Experience Monitoring and Synthetic Monitoring

• Consistently met and exceeded 7 figure sales quota, assisted recent hires as a mentor to rapidly onboard and transfer technical knowledge.

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Dynatrace - Remote - 01/2021 - 05/2022

Senior Sales Engineer - Full-time

• Managed the full technical sales cycle for Best-in-class observability solutions across a client list of 60 accounts including all major industries. Focused on providing technical expertise, best practices guidelines and advanced use case research.

• 90%+ close rate leading POC/POV exercises with internal and client technical teams to deploy industry leading Infrastructure Monitoring, APM and DevSecOps solutions into complex, national and global applications and networks.

• Conducted regular BizDevOps workshops to expose sources of revenue leak/loss, provided guidance on revenue uplift opportunities and help surface areas of potential business process optimization

• Supported Site Reliability Engineers in efforts to maintain SLO/SLA targets, worked with DevOps engineers to automate efforts to shift left during accelerated software release cycles, versed in Open telemetry standards.

• Assisted Product Management and Competitive Intelligence teams in developing Digital Experience Management and Real User Monitoring capabilities. Provided insights into areas of product improvement and enhancement, assisted with developing custom dashboarding

• Experienced in quickly deploying both agent based and agentless monitors across all cloud providers (With a focus on AWS, Azure, Google Cloud) into multiple container- and microservices-based platforms. Experienced navigating 3rd party integrations with solutions like Service Now, Ansible, Slack and Microsoft Teams

• Leveraged Dynatrace AI (Davis) to discover problems with Root cause Analysis - offered regular guidance on auto-remediation

 

Acoustic formerly IBM/Tealeaf - Worldwide - Remote - 07/2012 - 01/2021

Senior Solutions Engineer

• Worked with multiple Global 100 ecommerce companies to revolutionize their online customer experience, find revenue uplift opportunities and enact cost control measures for call centers

• Routinely discovered millions in lost revenue opportunities, analyzed and provided guidance on fixing production issues, established best practices and training material

• Travelled extensively to serve the needs of clients all over the world, worked with diverse global teams to accomplish complex goals involving collaboration, coordination and outsourcing

Customer Solutions Professional - Full-time

• Collaborated with a highly technical team to improve product offerings based on customer feedback

• Supported revolutionary Enterprise Marketing Management applications to drive revenue recovery, increase sales and find ways to reach new customers and maximize online marketing efforts

Professional Services Consultant - Full-time

• Working with all major online hospitality vendors, helped set industry standards for conversion rates and campaign efficacy, defined strategy and helped discover new efficiencies

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Martin Dawes Analytics - 11/2009 - 07/2012

Consultant

• Embedded with multiple clients in the U.S., Europe, Africa and Asia PAC to facilitate large scale implementation of fraud management and revenue assurance solutions for numerous Global 500 Telecom and Cable Television providers

• Leveraged intimate knowledge of Analytics products to develop highly robust and flexible applications for use across many areas of enterprise level implementations

• Developed financial reconciliation platform to expose 1.2 million Euros in annual revenue leakage

• Engineered a call rating engine to verify domestic and international calls are rated correctly, identified large-scale instances of call underrating, leading to substantial cost savings and recovered revenue

• Produced customer-facing analytics reports to identify business problems and address solutions for distribution to stakeholders

• Identified gaps in current business knowledge and functional requirements, worked with technical and non-technical client contacts to further define and solidify solutions to meet business needs

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S3 - 09/2008 - 10/2009

Manager, Customer Advocacy & Senior Business Analyst

• Working with all major online travel and hospitality on the fortune 500, helped set industry standards for conversion rates and campaign efficacy, defined strategy and helped discover new efficiencies

• Managed client relationships to gain deep understanding of business processes and problems. Sustained and grew projects which billed in excess of $200K in monthly recurring revenue, worked to drive new revenue by seeking out customer problems in need of solutions and expertise

• Regularly embedded at customer sites to elicit requirements and foster relationships with client stakeholders and third party vendors, worked tirelessly to become a trusted advisor to clients/partners

• Supported Global 500 companies, including British Telecom and Procter & Gamble, working with a wide variety of technical and business users in countries all over the world

• Developed and improved end user training material, conducted regular product demos and both remote and in person training sessions, incorporated user feedback into product enhancements

• Proactively managed project timelines, working to prioritize internal utilization of resources for competing projects, coordinated efforts to streamline development tasks and shorten delivery timeframes

• As part of a complex Telecom outsourcing data integration (for over 200 telecom suppliers) - designed, developed and implemented a Telecom Expense Management platform with over 25K end users

• Engineered and delivered a client data warehouse and custom Business Intelligence reporting platform using PLSQL Developer, Java and an internal web-based reporting engine

• Using customized adaptations of Agile Development Methodology, coordinated with internal development and quality assurance teams to convey business user needs and rapidly develop and deploy solutions

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Education Finance Partners - 08/2006 - 08/2008

Consultant/Web Developer

• Collaborated with internal customers and financial institutions to determine complex financial rule sets for evaluating potential borrowers, worked with finance department to ensure legal obligations were met

• In partnership with internal stakeholders, met with colleges and universities to manage all aspects of web and application development, adhered to best practices and to SDLC methodology, provided supplemental QA and production support

• Directed organzation wide search engine optimization (SEO) adoption, resulting in a 30% increase in loan volumes and revenue

 

Global Secure Systems - 02/2006 - 08/2006

Web Developer

• Interfaced with the Department of Homeland Security on BioWatch - a Biological/Chemical weapon detection system, managed enhancement requests to web portals for first responders, Biologists, Virologists, law enforcement personnel

 

Epicor Software Corporation - Austin - 03/2005 - 02/2006

Technical Sales Consultant - Full-time

• Technical sales team member responsible for generating revenue in software/service sales to new and existing customers and managing a nationwide client base while exceeding a 1.5+M annual billable hourly quota Healthcare Intelligence Inc.• 06/2004 - 03/2005

Application Engineer/Consultant

• Project lead working independently and with small, multi-skilled groups to engineer revolutionary new software and solutions, including customized web-driven applications, CRM solutions, and multiplatform data integrations

 

Smartech - CSI - 09/2002 - 07/2004

Systems Administrator/Web Developer

• Solely responsible for all aspects of IT and application support. Served as field project manager while engineering custom CRM modules, designing and implementing complex server and network infrastructure, as well as web and application development.

 

ClearOrbit - Austin - 04/1999 - 10/2002

Information Technology Consultant - Full-time

• Started with an internship at age 16, hired on full time as an IT administrator and consultant. Developed foundational knowledge of Infrastructure and Network design and management. Quickly learned application development, maintenance and design principles, provided engineering and operational support to support mission critical IT initiatives.

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EDUCATION        

The University of Texas at Austin                         

Bachelors of Business Administration

Degree in MIS (Management of Information Systems) 

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