Jackie is a director with Baker Tilly’s digital solutions practice. She is a dynamic information technology (IT) and digital transformation leader adept in management, operations and customer relationship development. She is proficient in a fast-paced and growing business environment, with problem solving, influencing and collaboration skills at all levels and demonstrates ability to combine strategic vision and business objectives with operational and financial acumen to deliver creative and efficient solutions. Jackie builds and delivers cloud-managed services, which support and help drive client digital transformation journeys. She specializes in IT managed services, including cloud monitoring, cloud management, application management, DevOps and SecOps.
- Providing leadership, strategic direction and profitable delivery of IT managed services and professional services to customers ranging from mid-sized to Fortune 1000
- Responsible for coaching, motivating, training and advising internal support teams (network operations center, service desk, infrastructure management and professional service teams) to successfully achieve maximum levels of customer satisfaction and to attain both short- and long-term goals
- Creating, optimizing and implementing team processes, standard operating procedures (SOPS) and documentation with a goal of standardizing all repeatable tasks within the team for optimal and efficient service delivery
- Instilling a high-performance culture within the team by emphasizing a focus on service excellence, teamwork and ownership for resolving customer issues while encouraging open communication between team members
- Ensuring service level agreement (SLA) achievement and key performance indicator (KPI) tracking for customers while fostering continuous improvement
- Transforming managed services scale-ability and capabilities by utilizing internal team members, staff augmentation and third-party vendors
- Working closely with key internal resources and departments (sales, operations, finance and talent acquisition) to ensure client interests are prioritized and addressed appropriately
- Responsible for overall client service delivery and management of customer experience across the managed services function within the Cloud Services practice
- AWS Certified Cloud Practitioner
- ITIL v4 Foundation Certified