Software project operations.

Established customer focus culture with emphasis on communication.Reduced inventory of aging support request by 50% and improved response time to under 15 minutes, exceeding the documented SLA ON 84% of the new support requests.

• Developed Metrics to measure project resource forecast effectiveness which identified inadiquacies in the forecasting process• Support IT Network department budget management including the budget planning, tracking actuals and forecasting future spend for both O&M and Capital budgets greater than $20 million • Matrix managed highly complex project to implement Enterprise Mobility Management of corporate owned and BYOD mobile devices under budget

• Developed metrics to report operational performance on a monthly basis in the area of trouble ticket management and daily data delivery targets for the wireless network performance measurements• Facilitated operations and ticket management calls • Built operations team SharePoint site to help in teamwork collaboration and sharing information• Created monthly operations review for executive presentation

Industries Served: Telecommunications, Higher Education, Engineering, Public Sector.• Provided consulting services to businesses assisting them in solving workgroup and organizational issues associated with growth and process maturity• Created business processes, job families, job descriptions and salary ranges for a new line of business to help take it from five million dollar annual revenue to $20 million annual revenue• Provided leadership coaching for business executives, city administrators, and university deans• Project management consulting on highly complex matrix managed projects

• Managed budgets and operations for technical support help desk in the functional area of Information Technology supporting over 100,000 internal employees and contractors. Led and empowered teams of supervisors to make decisions for operations, work assignments, schedule changes, coaching and counseling. Managed eight supervisors and nine individual contributors with a total organization of 132 employees and 170 off-shore agents.• Improved organizational effectiveness by creating a vision of what the organization desired to become. Empowered employees to use the mission and vision as the basis for making better decisions.• Identified a creative way to reduce operating complexities and costs by changing hours of operation from 24 hours a day seven days a week to 17 hours a day seven days a week resulting in a reduction in operating cost by 33% without significant impact to service.• Implemented two phases of off-shore initiatives to improve call responsiveness and to reduce cost per contact. The first phase resulted in a 31% reduction in the cost per contact. The second phase resulted in improved call responsiveness by reducing time clients waited in queue as measured by a 66% reduction in the average speed of answer and a reduction of cost per contact by 14%.

• Managed $26 million capital budget and operations for workgroup responsible for the acquisition and deployment of desktop computers and peripherals. Maintained Sprint standards for desktop computers, peripherals and applications.• Implemented process improvements in computer acquisitions to streamline three distinct divisional processes which reduced head count dependencies by 20%.

Participated in three six month job rotations, monthly development activities and bi-weekly communication skills workshops to provide leadership experience.