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Tyler User

@tyleruser16

Service Delivery Director at FORTÉ who launched its first global HelpDesk and manages a $60M+ enterprise and global account portfolio.

United States

Message

At FORTÉ (formally AVI Systems), I established global Customer Success and Service Delivery operations across APAC, EMEA, and NAM. I launched the organization’s first global HelpDesk and designed its Strategic Onsite Resources program.

I manage a $60M+ enterprise and global account portfolio and P&L, and oversee the transition of Managed Services from pre-sales to Day-2 delivery. I also lead a multidisciplinary team across service delivery, transitions, and customer success.

At AVI-SPL, I directed the customer experience for Citigroup’s $30M+ global account and led a team of 40+ Audiovisual and IT/Network professionals. Earlier, I managed AV service and field operations, project delivery, and broadcast operations at HB Communications, U.S. Information Systems, AVI-SPL, and Royal Caribbean International.

Experience

Work history, roles, and key accomplishments

Current

Director, Service Delivery

Current

FORTÉ

Jan 2023 - Present (3 years 9 months)

Established and led global Customer Success and Service Delivery operations, building scalable processes for seamless customer experiences across APAC, EMEA, and NAM. Managed a $60M+ enterprise and global account portfolio and P&L, optimizing resource allocation while maintaining client satisfaction.

Customer Success Service Delivery Managed Services Global Operations P&L management Data Analysis Strategic Planning Team Leadership AV Services Hybrid Work

Director, Customer Success - Global Accounts

AVI-SPL

Jun 2018 - Sep 2022 (4 years 3 months)

Directed end-to-end customer experience for Citigroup's $30M+ global account, overseeing delivery of managed services to ensure exceptional client satisfaction. Led a global team of 40+ Audiovisual and IT/Network professionals, driving high performance and alignment across Citi's enterprise AV/IT estate.

Customer Success Global Account Management Managed Services Team Leadership AV IT Data Driven Reporting KPI Tracking SaaS Monitoring Strategic Planning Customer Relationship Management

Regional Service Operations Manager

HB Communications

Aug 2016 - Jun 2018 (1 year 10 months)

Led and reorganized AV service department, building scalable processes and fostering trust-based client relationships to drive enterprise account growth. Implemented data-driven SLA and KPI reporting, improving service delivery efficiency and client satisfaction across NY/NJ region.

Service Operations AV Services SLA Management KPI Reporting vendor negotiation Cost Reduction Customer Relationship Management Team Leadership

Field Operations Manager

U.S. Information Systems

Dec 2015 - Aug 2016 (8 months)

Managed company's AudioVisual Field Operations teams including Project Management, System Integration & Service. Guided project team members through the project lifecycle from system engineering to field installation and commissioning.

Field Operations Project Management System Integration AV Services Team Leadership project lifecycle management

Senior Project Manager

U.S. Information Systems

Feb 2014 - Dec 2015 (1 year 10 months)

Project Management AV Services System Integration Team Leadership project lifecycle management

Field Service Supervisor

AVI-SPL

Mar 2013 - Feb 2014 (11 months)

Managed and coordinated real-time AV services for client's executive management teams and their staff. Improved quality control standards and practices of the Greater NY Field Service department.

Field Services AV Services Quality Control Team Coordination client support

Operations Manager, Broadcast & AV

Royal Caribbean International

Oct 2011 - Feb 2013 (1 year 4 months)

Led Broadcast Department of a 3,800 passenger cruise ship on a 24/7 basis. Responsible for quarterly/annual Broadcast operating budgets for department and aligned with mainland headquarters to manage onboard video marketing campaigns.

Broadcast Operations AV Services Budget Management Team Leadership Marketing Campaigns