SUMMARY:

• Energetic, eager, and experienced executive - level leader and global project/program manager skilled in cultural development, operations, people, program, and project leadership with a focus on financial results, customer experience, and both employee and team development. A visionary, data driven leader balanced with the soft skills that grow and solidify teams. A quick study in new industries and towers using proven methodologies, sound business principles, an Agile philosophy and an exemplary work ethic.
• Experience in leading large, diverse teams and enterprise clients with a global footprint. Significant experience in delivering exceptional results and fostering client relationships, developing vision and strategy and transforming business by implementing change that drives results. Consistently exceed operational and profit performance goals.
• Committed, dedicated, and loyal with 20+ years serving clients and customers with the same business entity although the company’s name had changed several times due to mergers and acquisitions ( Confidential, Compaq, HP, Confidential, and DXC).
• Much of my expertise was acquired through highly skilled mentors, engaged customer leader/partners, actively engaged in developing PMO’s, and an environment that allowed my talents and skills to develop.

TECHNICAL SKILLS:

Skills: Service Delivery PMO Development P&L Responsibility Deskside Services Program Management Budget and Forecasting Global Service Desk Project Management Customer Experience ITSM Project Planning Execution Account Management SLA, SLO, KPI Management Project Lifecycle Mgt Cost Savings Initiatives Knowledge Management Rapid Project Recovery Escalation Management Offshore Service Desk Mgt Change Management Strategic Hiring Teambuilding Remote Team Leadership Risk Management Lead Initiatives Key Metric Reporting Quality Management Manage Multiple Priorities Data Analysis Contract Management Cross Functional Leadership Process Redesign Vendor Management Business Case Development 3rd Party Outsourcing Agile, Scrum Multi - Site Operations Asset Management Manage Multiple Projects Effective Communication Infrastructure Deployment Status Reporting Dynamic Presentation Skills Software Deployment RFP, SOW Solution Design Executive Level Experience Continuous Improvement Process Crisis and Turnaround Management Outcome Based Balanced Leadership

PROFESSIONAL EXPERIENCE:

Leadership Consultant

Confidential, Kansas City, KS

Responsibilities:

• Developed the 1, 3, and 5-year Strategic Roadmap for Information Technology for new company initiative
• Recommended and implemented change management plans for the strategic direction of the largest division in the company
• Reviewed and recommended process improvements to company strategic plan resulting in significant impact on expense savings and culture
• Consulted directly with CEO and each division COO focusing on talent acquisition, HR, IT, financial management, and reporting processes.

Operations and Service Delivery Leader

Confidential, Tysons, VA

Responsibilities:

• Directed all aspects of day-to-day operations and delivery for 5 Enterprise Level accounts including all SLA, SLO, KPI, and Customer Experience Metrics
• Responsible for development,, and performance planning for 35 direct reports.
• Managed over 150 Technical Consultants, Engineers, Team Leads, and Project Managers
• Responsible for managing and nurturing all client and account team relationships
• A "go to" leader for escalated "red' project recovery situations in North America.

Global Service Delivery Manager/Senior Project Manager

Confidential, Plano, TX

Responsibilities:

• Provided organizational delivery leadership, project and account management with $10M budget to meet and exceed business objectives for Enterprise Level Global Client with 100,000+ seats and 26,000 service calls per month across 73 countries. Directed the onsite deskside service delivery for 7000 clients in 5 locations in the US for the same customer.
• Led the team transforming five regional service desks into an integrated global service desk solution for 100,000+ seats with common, best practices in the areas of reporting, process, knowledge management, communication, and continuous improvement resulting in higher customer satisfaction at a lower cost and creating value for the client and account.
• Delivered a balanced scorecard with all targets being achieved or exceeded including employee retention and satisfaction, customer experience, revenue and cost goals, and contractual agreements.
• Directed all aspects of operations and projects including P&L oversight, Service Level Management, Logistics, Vendor Management, Change Management, Internal and Client Reporting, Continuous Improvement
• Responsible for development,, and performance planning for 15 direct reports.
• Transitioned contract labor to 3rd party outsourcing for deskside services while maintaining SLA’s

Global Senior Project Manager

Confidential, Houston, TX

Responsibilities:

• Provided remote and onsite project management and proposal/solution support for national and international custom deployment, steady state delivery, and deskside support solutions. Project scopes ranged from $300K - $50M/year and delivered by up to 2500 employee and 3rd party resources including pc techs, cabling techs, network admins, project managers, and back office support.
• Projects included deployment of clients, servers, and infrastructure, from both a hardware and software perspective.
• Accountable for P&L, customer experience, SLA’s, KPI's team development, and vendor relationships.
• Provided leadership and participated in new business approval and solution development process resulting in risk appropriate, profitable, and deliverable new business wins.
• Mentored and trained non-certified project managers and helped to develop 10 non-certified project managers into PMP Certified Project Managers

Custom Project Manager/New Business Consultant

Confidential, Massachusetts

Responsibilities:

• Lead Project Manager for custom projects in North America ranging from $1M to $5M in project scope.
• Each project was a custom SOW for clients in diverse environments including insurance, healthcare, manufacturing, retail, and hardware. All projects were delivered from RFP to Project Closeout using all phases of PMI Project Management Methodology including initiating, planning, executing, controlling, and closing the work of a team to achieve specific goals and meet specific success criteria at the specified time. Processes included Change Management, Issue Management, Communications Management, Risk Management, Scope Management, Communication Management, Lessons Learned, Reporting. Each project included project P & L responsibility
• Participated in RFP response, solution creation, and due diligence for RFP's that were won.
• Projects were delivered using both internal resources and 3rd party vendors across the US and Canada.

Project Manager

Confidential, Massachusetts

Responsibilities:

• Lead PM for a 5000+ seat multi-million dollar national project which included service delivery for Move, Add, Change, and Install (MACI) Services, Remedial Hardware and Software Services, and custom installation projects for Microsoft OS and Applications.
• Started as an entry level Field Technician onsite at a Fortune 500 customer in Neenah, WI and quickly was promoted to lead project manager after demonstrating high potential leadership qualities, strong work ethic, high customer ratings, and delivery of several successful onsite projects.