Nicholas L.

About Nicholas L.

I’m thankful to all those individuals who believed in me, allowing me the opportunity to successfully built and lead multiple cross-functional teams, from Startups to SMB. I’m grateful to my teams’ trust, dedication, and support, as they are the backbone of my accomplishments and pride as a leader.With strong teamwork and collaboration, goals of sustainable growth strategy and vision were delivered; In-house programs were developed; scalable services and application frameworks were implemented. These initiatives empowered these teams to place the customer first, delivered greater customer experience and satisfaction above industry standard. The end result also promoted a better work/life balance while pursuing our passions.Let’s connect at either a professional or personal level now. May the fruition of our relationship lead to more success stories together.Completed SaaS Implementation and Administration:• Helpdesk & CRM: Salesforce Service Cloud, Salesforce Desk, Zendesk, Kayako, Zoho One.• VoIP & IVR: Vonage, Nextiva, RingCentral Asterisk, New Voice Media.• Security: ProofPoint, Hornet Security, ESET, Symantec, Malwarebytes.• E-Commerce: Shopify, Salesforce, Digital River, Escalate, Element5.• Productivity: Microsoft365, Office365.• Project Management: Jira, Asana.• Chat: Olark.Core Competencies:• Global Team and Cross-Functional Team Leadership.• Employee Development, Retention and Performance Management.• Talent Acquisition and Coaching.• Customer Success, Advocacy and Retention.• Conflict Resolution and Escalation Management.• Software-as-a-Service and Tools Implementation.• Knowledgebase Content Creation and Management.• Product Life Cycle and Development Methodologies.• Product Testing and Quality Assurance.• Product Training, Presentations, Deployment Practices.• IT/Systems/Network Safety and Security Practices.

Experience

1. VP, Products & Services

   Boldcloud

   Oct 2016 — Present · San Jose, CA, US

   Evaluate security-focus products & services, define and refine workflows, provide feedback and recommendation to partner’s R&D team for features development/enhancement.• Assist customers to design and implement streamlined business solutions with an emphasis on practicality, simplicity, and budget-friendly to operate or maintain.• Provide tiered support services and guidance to affiliated partners and customers.• Successfully transitioned company on-premises infrastructure into cloud-based solutions, reduced operational overhead expenses by 50%.

Education

• University of Central Oklahoma

  Bachelor's degree, Computer Science

  1996 — 1998