I coordinated and managed monitor workforce levels to ensure efficiency and service delivery. Prepared effective strategies to improve cost management and profitability. Developed and executed health and safety training to provide a safe environment to our customers and employees.

Responsible for platoon’s welfare, training, performance, mentoring and leadership. Coordinated and conducted the planning of civil affairs training regimens to identify critical requirements needed to achieve the mission.

I perform a judiciary role responsible for the application of the zoning regulatory compliance, collaboration and authorization of special exceptions to city zoning regulations to assist home and business owners with their development initiatives.

I am in a leadership role for operations, customer support, long-term strategic planning. I oversaw workforce management, people development, and third party service provider management to meet business goals and client expectations. I implemented new service contracts, service level metrics, and installation and support of software and hardware requirements to improve infrastructure performance.

I managed product development and marketing and business strategies to meet goals to increase profitability and market share. I oversaw operation delivery, project implementation, contract negotiations, customer relationships, stakeholder collaboration, profit and loss, and business intelligence to meet objectives in providing best of class service.

I developed AT&T’s telecommunication product and service portfolio to meet national and global technology solution objectives. I directed cross-functional teams of operations, sales and third party vendor to develop new service solutions. Evaluated customer requirements, contract negotiations, pricing, profit and loss, and key performance indicators to support long term plans. Oversaw service metrics, training, program management, vendor management, business analysis and product life-cycle.

I directed SBC’s 24/7 call center operations supporting client telecommunication infrastructure and reliability. Oversaw staffing, training, people development, customer satisfaction service metrics, and budget management to meet and exceed customer expectations and network up-time. I achieved operation service improvements by over 85%, increased customer satisfaction by 50% and reduced capital expenses by 20%. Awarded the 2001 SBC President’s Club recognition for overall performance in operations, sales and marketing.

Part of the core leadership team in building a new center to consolidate SBC’s five state fulfillment operation. I developed the Standard Operating Procedures, documentations, best practice, product development, and business strategies. Designed and implemented SBC's first e-commerce ordering solution and engineering support. Organized SBC’s first centralized customer care and sales support. Managed technology deployment, customer care team, web development team, field technicians, vendor contracts and negotiations, project management, and product development. I received the 1999 Services Team Performer Award and 1999 Employee of the Quarter Award recipient for overall performance in e-commerce solutions, revenue generation and sales support.

Responsible for engineering, deployment and project management of large projects for various clients such as healthcare, financial, government, education institutions and small businesses. Facilitated user support, customer relations, vendor relations, sales support, pricing, third party subcontracting and contract variance.

Engineering consultant to Fortune 100 companies to provide planning and delivery of technology solutions, sales support, project management and vendor management.

I designed and implemented AMR networking facilities for airports and call centers in the US and in Europe. Developed AMR’s Standard Operating Procedures, .user guides and support documentations.1993 Employee of the Year Excellence Award recipient for performance in operating a domestic and international support center.