• Provides leadership, direction, and management for a team of 14 Support Account Managers focused on delivering excellent customer experiences in a high-growth, hybrid-cloud environment for NetApp enterprise customers. • Responsible for resource utilization, customer retention, forecasting business growth, and maintaining healthy operation margins and business efficiency.• Drives large cross-functional initiatives forward including business goals, and technical solutions to improve customer experience

Provides 24/7 personalized, proactive and preventative professional services for NetApp US Public Sector customers aimed to reduce risks and optimize operational consistency to support customer success. Serves as the primary technical advisor for Defense Health Agency’s NetApp storage solutions across over 75 Military Treatment Facilities globally.

Responsible for leading internal operational programs and project management of multiple projects in Global Customer Support Operations. Development analytic solutions to address business issues and providing insight and recommendations to all levels of leadership with completed projects.Customer facing PM engaging with customers to identify systemic concerns and areas for process improvement driving initiatives to improve the overall customer support experience. - Designs and facilitates quality audit programs and management of global quality audit teams.- Interpret technical support case issues, identify, organize and prioritize action items and work collaboratively with cross functional organizations - Six Sigma DMAIC process improvement facilitator - Responsible for mining and interpreting data, monitoring and analyzing key metrics and providing recommendations to ensure organizational targets are met.

•Provides project support for large and complex provisioning projects which include new deployment installations and system upgrades •Responsible for implementation of global Project Management methodology (process, tools and templates) and for providing related training and support to the Project Management community.•Direct support for transition of Nortel Enterprise Projects into Avaya’s Project Management Process/Systems.•Responsible for Nortel heritage product order bookings and project revenue assurance accuracy. •Support pre-sales engagement process to enable early project management involvement for reduced project risk and increase project profitability.

Led team of technicians responsible for the delivery of Xerox deployments, configurations and upgrades for enterprise clients (Proctor & Gamble and MetLife).

•Served as PMO function to six Project Managers and functional managers providing project financials assistance and expertise, maintaining project-level financial control, incorporating profitability and performance for Nortel Carrier CDMA/GSM Projects.•Monitoring accuracy of Project Estimate at Completion (EAC) updates ensuring percent cost completion vs. percentage of execution, routing necessary Job Change Orders, providing margin impact as well as Root Cause Analysis as required.•Track project scope changes and cost variances, utilizing the Job Change Order (JCO) process, and facilitate completion of JCOs within target time-frames to maintain project Estimate at Completion accuracy.•Engage Project Managers and Customer Operational Leaders (COL) to identify track and mitigate risks as well as drive revenue.•Develop and maintain the Project Schedule, providing timely updates regarding any schedule changes to both the customer and Nortel primes.•Organize and chair meetings and conference calls (both internal to Nortel and with the customer) to evaluate progress and address issues, as appropriate. •Provide day-to-day support of various supply chain activities associated with the successful implementation of a project. •Coordinate with Nortel Order Fulfillment, Customers, Partners, Product Support to process, track and retrieve over $6M of material and prevent re-occurrence of process and or product issues. •Developed an innovative Project Profitability Reporting format in MS Excel that is currently featured in one of Nortel’s primary financial reporting tools.

Counseling Teenagers on daily basis with academics and behavior improvement.Initiate Conflict Management to Parents, Employees, and StudentsLead discussions on a wide variety of teen topics; Drug abuse, Teen Pregnancy, Race relations, Gang Prevention and Teen Wellness. Development of Anger Management Program, Rewards program, and Computer/Internet Classes.Assist with Government Grant Writing

•Provided technical support for users over the phone.•Serviced over 10,000 students and staff with walk-in computer issues.•Managed the development and implementation of security policy, standards, guidelines and procedures to ensure ongoing maintenance of security.•Coordinate multi-task projects such as configuring clients on our wireless/ LAN network, ghosting computers, installing security programs, and monitoring the inventory of new and old equipment.•Analyzed and resolved computer problems; upgraded systems; installed software and performed general maintenance.•Recovered numerous lost files of critical information due to viruses and damaged hard drives.•Served as team member for implementing and supporting an IT network system using wireless and provided troubleshooting on layers of the Open System Interconnection (OSI) model.