Director of Products and Services
March 2015 — Present
Lead two separate divisions within Scanonline: NTI Software and the Managed Services Group. Responsible for the initial launch of the managed services division.
Evaluated, selected and deployed ITSM incident response and alert management platforms. Worked with customers to develop processes that ensure proper response and adherence to service level agreements.
Implemented best practices to support ITIL framework within a co-managed environment with our customers. Developed strategy for scaling managed services team, which is currently projected to double in size by end of year. Collaborated with customers around reporting needs to ensure they gain the business intelligence and visibility into operations required to make informed decisions around capacity and future growth. Tracked and monitored incidents to ensure overall quality of service and provided reports to senior management and customers to prove contractual compliance with service level agreements.
Within NTI software division, I was responsible for moving from waterfall methodology to agile (Scrum). Led the initiative to improve testing and deployment of software products by streamlining QA processes. Worked from an enterprise architecture perspective to engineer requirement processes which allowed end-to-end management. Oversaw introduction of rapid application development tools to decrease time to market of critical custom mobile applications.