Deliver high-quality solutions to ensure our investment in technology is consistent with business objectives.

• Responsible for providing senior level consultancy on decisions and priorities regarding current infrastructure enhancements that will improve the performance and reliability of IT systems. For example identified and designed a solution to monitor Unified Communication to date the UC system has 100% up time.
• Develop a work from home solutions for 1300 home base agents that resolved a highly complex technical and business issues.
• Provide expert-level guidance and internal consulting expertise toward integration of multiple systems such as Skype for Business, Polycom, and Avaya for Unified Communication with an adoption rate of 98%
• Provide input, planning, and prioritization and execution coordination for business process and development of engineering related activities. 
• Provide expertise in strategic planning, tactical execution, project /program management, process management and business systems requirements definition.
• Develop strategies, implementation, and execution plans to implement new technology and process improvements across the organization. For example utilizing MS Project Server technology, deployed Sensei Project Solutions to address resource manager need to effectively manage resource allocation and task. Increased resource management and reporting by 90%.
• Facilitate the establishment and implementation of standard and guidelines that guide the design of technology solutions using advanced best practices frameworks such as project management methodologies, Information Technology Library (ITIL), tools, resource management practices and change management for delivery of new enterprise class products and services.
• Provide program oversight across multiple IT domains with an average success rate of 95% on time project delivery.

Directed the overall delivery of test and development environments across multiple technology teams.

• Drove program execution to ensure program timelines milestones and deliverable were delivered on time and within budget. The program was at 100% overall health for 2 years. (Scope, Budget, Schedule)
• Provided weekly executive summary and communication to program executives.
• Utilized strategic alliance to meet critical business requirements. By aligning DEV and Ops this ensured testing environments were delivered 100% on time to meet the development sprints.
• Assessed system requirements and infrastructure diagrams to ensure alignment with business objectives. Environments were built as is per design with 100% accuracy.
• Successfully supported multiple agile development tracks by prioritizing daily operational goals and activities.
• Facilitated daily SCRUM meetings to increase efficiency in communication and deliverable
• Conducted risk management (Classification, Identification, Risk Assessment, Mitigation and Residual Risk Assessment)
• Managed virtual work space of approximately 1000 testers and developers by overseeing provisioning, optimizing virtual work space, and forecasting resource needs for vertical and horizontal growth. Save the program over $250K in capital expense. 
• Led the overall technical implementation, execution of project deployment, and transition to production operations.
• Effectively managed a team of 20 personnel (onshore/offshore) to ensure that daily operational support, requests, and duties were performed in an efficient manner. This guaranteed a smooth transition and hand off of support to the offshore team during afterhours.

Managed the organization network operation and support. 

• Provided L2 support with respect to LAN, WAN, Load Balancing, and Firewalls
• Processed network operational request within SLAs and OLAs. Such as port activation and deactivation, load balancer requests, switching port VLANs, and voice VLANs. 
• Collaborated with ATT business direct to report DO outages. Provided accurate system logs and effectively worked the issue. For example remove a circuit from the multilink to allow the vendor to troubleshoot the circuit while maintaining operational up time and business.

Platform Tier 2 support

• Troubleshoot server issues such as loss of connectivity, service interruptions, and performance problems. Utilized tools such as ILO, VMWare console (local/web), and event viewer. 
• Processed platform operational requests within SLAs and OLAs. Such as adding users to local admin group, adding additional compute, and storage.
• Served as an escalation point for level 1 help desk. 

Managed high severity escalated incidents and develop communication to the IT and Business communities.

• Formulated solutions to restore service to meet business needs.
• Performed trend analysis on past incidents using Problem Management best practices under ITIL guidelines to identify gaps and root cause.
• Reduced the number of major incidents by 60%.

Conducted business requirements review and formulated logical statements of business requirements including analyzing and consulting on new technology.

• Led IT Consultation conferences to define sales’ and customers’ technology needs. Demonstrated high level of customer service and thorough understanding of the customer needs and requests. Sales team reported 80% successful sale.
• Project Managed large Enterprise system roll out to several multimillion dollar DHL clients.
• Designed, implemented, and maintained a working knowledge base. Provided daily content management to enhance the functionally of this tool. The tool became available company wide.

Managed the overall coordination, status reporting, and stability of IS project work efforts.

• Developed and executed project management plans that incorporated time, cost, scope, quality, communications, risk, human resources, procurement, and integration.
• Successfully managed a team of 13 project coordinators for 6 months, during which time the team productivity increased by 20% and data entry error decreased by 30%.

MISM: Minor: Project Management

BSTM: Minor Network Management