fred barbara

* Administer and maintain client Identity & Access Management applications for the nation’s largest energy provider * Act as the single point of contact for all operational and product related requests, initiatives, and projects * Coordinate resources and plan for all team members to ensure maximum utilization of time and efficiency * Conduct incident triage and ensure resolution of incidents & service requests per SLAs * Provide documentation and management reporting as needed * Support installation of new software releases, system upgrades, evaluate and install patches * Manage system accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance * Provide end-user support and host meetings daily with key client stakeholders * Follow Managed Services practices and processes to ensure optimal service delivery * Continuously document knowledge and findings from technical investigations in the company’s knowledge base

Founding member of a web-startup specializing in the online consumer legal marketplace - Coordinated the company's initial phase of operations, assisted the CEO and development team, created and implemented a corporate structure, set up internal network, screened and interviewed prospective employees and developed a marketing strategy - Initiated various projects including legal research, competitive/comparative market analysis and conceptualization of an interactive User Interface

* Manage a portfolio of customers to ensure their success with the solution by driving the implementation process of a robust Marketing Automation software * Serve as each customers’ first point of contact and function as a consultant, project manager, and customer support capacities * In-depth experience administrating and integrating product with major CRM platforms * Develop strong relationships with customers to protect ongoing revenue stream and identify upsell/cross sell opportunities * Conduct regular account reviews with customers and provide strategies to optimize returns * Ensure customers are utilizing all features/functionalities of the solution to realize maximum return on their investment

* Built and maintained relationships with clients by resolving issues and handled incoming service requests * Validated and documented issues to ensure escalation through appropriate channels to result in a prompt resolution * Conducted active on-boarding and implementation process for new clients (training, initial set up, billing, etc.) * Assisted sales team in the pre-sales process to demonstrate the application of the product suite across varying business sectors

* Initially hired as Support & Supplier Services Specialist with Agentrics (acquired by TraceOne) a cloud software/SaaS company * Relocated to Boston and led the transition of my department, including interviewing, hiring, and training staff in the Boston office * Lead the development initiative of enhanced private label support processes that fostered a strong working relationship between Walmart and TraceOne * Presented results and proposed Support Transition Plan to key Walmart stakeholders * Took on, at Walmart’s request, key roles previously handled by the HQ on-site team which included communicating to Walmart indications of potential system-wide issues and devised work-around strategies until bugs were resolved and fixes deployed onto the production environment * Coordinated with outsourced/overseas 3rd party software developers to ensure timely deployment of releases and functionality enhancements within SLAs

* Ensure customer satisfaction by providing in-depth technical research and information needed by * Global Support Customer Support Engineers and other field personnel to resolve complex technical * problems in an accurate, professional, and timely manner. * Contribute to extended research on customer-reported technical problems which are not known or cannot be resolved during initial investigations. * Research problems using the product source code and other diagnostic methods. * Consult with customers as required to collect diagnostic information * Interface with engineering groups as a consult point for further diagnosis of complex issues * and to organize delivery of product fixes to customers. * Coordinating necessary resources to ensure delivery is timely, efficient and satisfactory. * Being involved in the management of critical account situations * Documents technical issues for the benefit of others as needed.