Leading a team of contractors to facilitate the deployment of fiber optic infrastructure in pre-determined areas. • Daily coordination with cross-functional teams to support effective network deployment. • Ensure compliance and safety protocols are followed in the field. • Analyse vendor performance and field data, extract actionable insights and identify improvement opportunities. • Review and approve designs for FTTH (Fiber to the Home) network installations for new properties. • Consult with the Build Partners to ensure delivery and appropriate resources are available to meet milestone deadlines. • Conduct quality control throughout the duration of the build and report on Quality Environment, Safety, and Health standards in a timely manner. • Manages daily and weekly project work based on deadlines, material and equipment availability, weather, and other factors. Coordinates with manager to ensure continual supply of work and availability of materials. • Engage with city council to secure ROW agreements.

Managed, developed, and lead a diverse team of business analysts who support Lumen’s Mass Markets partner channel sales platforms and vendor startups. • Enabled, developed, and managed a high revenue stream of sales using CCaaS with CRM Salesforce platform that provided API access to external sales partners to order internet and voice services to new Lumen customers. Results: Equaled 400K+ orders submitted through the APIs/UI in 2022 – Highest attainment rate of all channels for Broadband results.• Lead and managed multiple complex projects that require changes in process, systems, and behavior to achieve organizational objectives. • Successfully Lead the PX Team through the Brightspeed Divestures Project which involved the cloning of PX and testing systems. The Lumen’s sale of incumbent local exchange carrier (ILEC) operations in 20 states in the Midwest and Southeast to Brightspeed the selling price of $7.5 billion.• Vendor and Contact Management for 12+ Indirect external partner sales and 6+ vendors for system support.• Improved IT delivery success by 300% for partner channel development through effective team management, root-cause analysis, and implementation of SAFe Agile processes.• Monitored and maintained system production environments and ensure system outage coverage and mitigation for partner ordering platforms are aligned with current company outage process standards. Achieved 99.5% uptime tracker record.• Delivered sales pipeline that enables ~$250MM in annual Customer Lifetime Value for both strategic and non-strategic sales. • Process-oriented leader with keen ability to apply technology to lead in business process improvements, present initiatives to diverse audiences, and lead new system implementation within organization. • Effectively drove down Partner order cancellation rates from 22% to 14% for Quantum Fiber sales 10 months.

• Product Manager for the IBM team offshore team in various stages of Agile/Scrum adoption for legacy services• Representing the business and owned writing requirements throughout IT Development Release Cycles which included User Acceptance Testing - Functional, Regression and Shakeout testing.• Collaborate with business leadership to refine backlog and prioritize system enhancement requests via Kanban.• Authored and defined acceptance criteria in JIRA on Capabilities, Features and Stories in support of new consumer and small business products, system enhancements and promotions for system integration.• Manage UAT activities by aligning testing resources, estimating level of effort, manage test schedule, removal of roadblocks, ensuring resolution of issues and findings, and providing sign off.• Manage Epic/Feature/Story backlogs – systems included - ALM, CAAC and JIRA • Orchestrate Production Shakeout activities for sign off on functionality released.• Ensure prioritization of work focuses on what has the biggest impact. • Provide analysis of scrum team sprint performance and impact• Lead daily tracking and reporting for monthly releases using established PMO 2.0 documentation.

Lead the day-to-day operations of 150+ employee Sales Support Center for Consumer and Small Business customers for 70 unique work functions. Managed Intake for all projects and any new work to the center.• Collaborated decisions and made recommendations to Site Director on trends via reports and doing analysis on center performance and efficiencies. • Identify and recommended opportunities for operational improvement to increase center productivity and sales effectiveness which involved Work Time and Motion Studies.• Strong in Identify process gaps and implement process improvements, operational efficiencies at a center level via bi-weekly Continuous Improvement meetings. • Manage service order quality issues and provide timely delivery of daily process/procedure modifications.• Lead the roll-out of all new sales initiatives, new methods, processes, and procedures in the call center.

Center Manager for Phoenix Service Assurance Center - 50 employees and 4 supervisors. Effectively managed center operation for business customers on Voice and Data repairs. Major focus on call efficiencies metrics, quality assurance with the customer and overall operating expense.• Call Center Experience - Lead team of 50+ Screening Consultants responsible for inbound/outbound DATA and POTS repair calls. Job responsibilities include process improvement system integration, drive employee metrics and efficiencies and promote customer satisfaction through First Call Resolve.• Successfully lead multiple customer service initiatives simultaneously that greatly increased Net Promoter Scores and reduced operational costs to center.• Organized and led the Universal Agent Initiative which involved managing all training schedules tracking and forecasting for occupational agents.• Repair escalations liaison contact for all Field Directors and Arizona VP/General managers. Responsible for investigating Southwest Region executive customer complaints for resolution. 100% track record for customer resolution.• Major emphasis on leading, training, coaching and development of employees and reporting supervisors. Strong in implementation of new processes and quality standards, customer contact, expense control, and technical skills for screeners.• Executed monthly performance reviews, employee development plans. Proven track record of consistently exceeding core company metrics. Successfully lead 7 Top Team wins out of 12 monthly in 2013.