Modern Solutions, Bold Leadership Forward

Seasoned professional with a strong background in IT, administration, and management. Extensive experience in consulting on complex projects, improving internal processes, and fostering productive relationships across teams and stakeholders.

Managed and optimized global client support operations, enhancing customer experience by improving SLA response times by 23% and driving a 15% increase in service requests.
Developed and implemented process improvements, streamlining customer support and success workflows for efficiency and effectiveness. Maintained a high customer satisfaction rating of 95%.
Led the North America operations with a global cross-functional team of 40+, ensuring 24/6 support coverage worldwide through continuous performance improvement.
Oversaw the design and successful launch of a ServiceNow Knowledge Base, enabling self-service solutions that improved issue resolution efficiency by 95%.

23%

Improved SLA response time

Managed and optimized global client support operations, enhancing customer experience by improving SLA response times by 23% and driving a 15% increase in service requests.
Developed and implemented process improvements, streamlining customer support and success workflows for efficiency and effectiveness. Maintained a high customer satisfaction rating of 95%.
Led the North America operations with a global cross-functional team of 40+, ensuring 24/6 support coverage worldwide through continuous performance improvement.
Oversaw the design and successful launch of a ServiceNow Knowledge Base, enabling self-service solutions that improved issue resolution efficiency by 95%.

About Steve

Core Skills

Customer Success Management
Client Service Module
Service Delivery Optimization
Customer Advocacy & Experience Management
Process Improvement & Automation
Customer Relationship Management (CRM)
IT Operations & Infrastructure Management
SOP & Compliance
IT Project/Program Management
Team Leadership & Development
Cross-functional Collaboration

Industries

Case Studies

Situation

Proactive Leadership in Crisis. As a Customer Success Manager (CSM), our team faced daily application outages. We lacked effective monitoring tools to proactively identify downtime or assess the potential client impact. Outages often extended beyond scheduled shifts, leading to reactive, time-consuming efforts to address issues after they arose.

Task/Activity

Recognizing the critical need for early detection and response, I proactively built strong relationships with cross-functional team members across the organization. I positioned myself as a central point of contact during outages, ensuring I was the first to be alerted when an incident occurred. This early involvement enabled me to quickly coordinate responses and escalate concerns before they grew more severe.

Results

By establishing direct lines of communication and fostering a culture of early intervention, I was able to significantly reduce response times and minimize financial impacts to clients. Although we lacked formal tools, the strong collaborative network I developed allowed for faster incident resolution and better protection of client interests, demonstrating the value of proactive engagement even in challenging technical environments.

Situation

Turning Challenges into Solutions. Innovating Under Pressure. The firm urgently needed a tool that functioned similarly to Outlook for tracking client interactions, but ServiceNow (SN) in its existing ITSM configuration lacked the necessary functionality. Without a proper tracking system, continuity suffered when employees were absent or cases were transferred between teams.

Task/Activity

Taking initiative, I extensively researched solutions and discovered the beta version of ServiceNow's Customer Service Module (CSM), which differed from the traditional ITSM model. I self-taught through available resources and identified that CSM could meet the firm’s need for interaction tracking without relying on manual processes.

Results

Implementing CSM provided a centralized tool to document client communications and case histories, improving transparency and handoff efficiency. As a result, the time to close cases was reduced by an average of 20 minutes per case, eliminating the need for time-consuming copying and pasting to capture case narratives.

“Steve consistently demonstrated a deep understanding of both the technical and strategic sides of IT operations."

“Steve consistently fostered an environment of collaboration and innovation. Whether we were tackling complex integrations, rolling out new applications, or refining internal tools, he always ensured the team stayed aligned and motivated. One of his greatest strengths is the ability to balance project demands with team support—offering guidance when needed and trusting team members to take ownership of their work.”

Mark Martin

"Steve's ability to lead complex projects, manage cross-functional teams, and maintain clear communication with stakeholders made a huge impact on our department’s efficiency and success. Whether we were dealing with infrastructure upgrades, cybersecurity initiatives, or system outages, Steve handled every challenge with a calm, solutions-oriented mindset.”