SUMMARY:

• Customer focused and solution oriented leader with proven expertise in management, finance and software development/large scale deployment.
• Demonstrated experience in building and leading high performing teams that drive growth and profit margins by listening to the customer, providing exceptional customer service and delivering products on time.
• Hands on management, technical acumen and financial analysis experience resulting in successfully bridging communication gaps between customers, company executives and technology groups.

TECHNICAL SKILLS:

Skills: Expert in Avaya CMS, WFM, NICE, MS Access, Adobe Acrobat, MS Project, MS Publisher, MS Visio, MS Powerpoint, MS Office Suite

Programming Skills: Programmed in C, C++, SQL - 2000, SQL - 2005, ASP .Net

PROFESSIONAL EXPERIENCE:

Director of IT Services

Confidential

• Responsible for successfully managing an efficient 24x7 IT and Application support contact center for the DC Government. Customer base includes all DC employees, vendors and citizens doing business with DC, for example DC Public Schools, DC Police, Dell Computers, Apple etc. Implemented several organizational initiatives and software packages targeted towards improving customer service and efficiency. This resulted in expanded membership, reduced operating cost and direct savings for the city.
• Manage a team of 175 call center and onsite support staff who are maintaining and providing IT and application support to over 76 District Agencies and multiple vendors.
• Collaborate with agency directors and vendors in the development, execution and implementation of short and long term programs and contacts.
• Manage a team of project managers, network engineers and software developers to deploy BMC’s CRM software packages, enterprise wide Windows 7 and Office 2010 deployment and cloud based survey technologies to measure performance and customer satisfaction.
• Able to successfully aligned departments with the overall organization’s vision and created a culture of continuous process improvement.
• Reduced operating costs by $2.4M in one year, by successfully reorganizing, negotiating new/existing contracts, restructuring and clarifying responsibilities.
• Consistently achieved 90% Service Level, maintained employee retention at 95%, realized 90% schedule adherence.
• Provided decisive operating leadership with deep focus on customer loyalty and employee development/empowerment that helped reduce employee turnover, built moral and improved efficiency.
• Supervised the development and deployment of thin clients, virtualized software packages and customer facing self - help web portals.
• Invested in developing a strong customer feedback loop which resulted in internal process improvement and high customer retention rates.

Director of Resource Management/Telecom

Confidential

• Responsible for managing, budgeting, monitoring and authorizing payments for nearly $500M of the District’s utility and Telecom (Fixed Costs) expenditures. Supervised the development, deployment, training and support for the District’s web based Fixed Cost Management System (FCMS). Created and managed the telecom and utilities budgets, forecasts and day to day expenditures for over 85 agencies. Created and successfully ran the District’s Telecom and utilities customer support contact center.
• Conceptualized and executed the development and deployment of FCMS. This first web-based system is being used by all the District’s agencies to manage their inventory, certify their invoices and authorize utility payments.
• Established inventory standards, wireless policies and successfully transitioned 85 agencies from a manual to an electronic billing/payment system.
• Negotiated custom Telecom contracts and collaborated with Agency Directors in setting up citywide reverse auctions for gas, electric and fuel.
• Established Customer Satisfaction Surveys to gauge customer experience/brand loyalty.
• Created web based software package which is being used citywide to maintain, monitor and certify inventory and invoices.
• Developed and successfully implemented the District wide migration from landline to wireless program, resulting in a 75% increase in customer base and a 30% reduction in operating costs.
• Conducted internal billing/abuse audits resulting in approximately $1.8M in annual savings.
• Negotiated and implemented, citywide wireless usage and pooling contracts resulting in over $4M in annual savings.
• Setup citywide wireless buyback programs, allowing agencies the ability to sell/recycle older wireless devices.

Senior Program Analyst

Confidential, Washington DC

• Instrumental in programming and managing a team of engineers in the creation and deployment of a customized Telecommunication Billing and Inventory Management Software Suite for the District of Columbia Government.
• Managed development and implementation of District wide Telecommunication management system.
• Developed and Deployed Telecom equipment, usage and technological policies.
• Supervised team of highly effective programmers.
• Centralized, Standardized and Developed Telecom standards for the District.
• Programed and Established the Districts Telecom Landline and Data Circuit inventory system management system.
• Eliminated hours of manually reviewing and certifying telecom invoices by building interfaces and automating the invoice certification process.