Responsible for tactical and strategic leadership of ITSM, ServiceNow Service Delivery/Development, and Franchisee Technology Support for 35K Global Restaurants.

This position is fully responsible for delivering and evolving excellent Technology Service and Support to Subway Enterprise users and Franchise Operations spanning 20,000+ locations. This position will act as the face of IT and ensures the delivery of excellent CSAT and SLA achievement through partnering with the extended IT team, partners and Vendors.

Think Bridges delivers operational solutions and efficiencies that transform the customer experience through the infusion of digital elements to optimize business processes and enhance service delivery.

Managed upwards of fifteen direct reports and provided strategic direction for a 100+ member global shared services organization that supported 2000+ member contact center. Led teams in the US, Bulgaria, India, and Costa Rica including General Help Desk, Implementations, Training, Quality, Research and Analytics, Service Delivery Performance and Process Excellence.Transformed disparate teams into global functions establishing standards and best practices that improved implementation time frames, enhanced service delivery, and drove an exceptional customer experience. Managed a team of Business Process Analysts and Developers in the deployment of Robotic Process Automation for both internal and external clients. High volume redundant and predictable tasks were automated to achieve greater efficiency, eliminate human error, improve program metrics, and allow humans to focus on high value-add functions. My favorite aspect of this position was to work cross-culturally, empowering and mentoring my direct reports to be responsible business leaders, informed decision makers, and strong team builders.OnProcess is a business process outsourcer and managed service provider specializing in complex order management and service supply chain operations. My clients included Cisco, HP, Elekta, Comcast and many Fortune 100 technology and/or telecommunication providers.

Directed and mentored a team of young service delivery managers and business analysts responsible for $30M in annual revenues within the telecom/broadband vertical. Contact Center and Managed Complex Service Programs were operated out of multiple sites including US, India, and Grenada.Improved program performance through the implementation of a program audit strategy that reduced waste and internal costs, enhanced service delivery and program metrics, and garnered the confidence of clients resulting in increased workflow and/or new program opportunities. Improved service delivery quality by creating a performance management program that was geographically agnostic and leveraged weighted performance metrics to stack rank sites, teams, and individuals with a focused efforts on coaching outliers based on performance quartiles. While I enjoyed interfacing with clients, the favorite aspect of this role was interfacing with each site's team members and gathering their support via inclusion. I found working cross-culturally very rewarding.

Led the transformation of a state agency responsible for collection and oversite of $5B in annual tax revenue. Designed a program for the I the NH Department of Revenue Administration (DRA) that would modernized and automated internal processing systems via a $7M capital appropriation. After gaining an understanding of existing internal processes, I visited revenue admin agencies in other states to understand how they applied technology while safeguarding critical data within a dynamic environment. I then crafted a program entitled, "Granite to Green", and presented same to the Governor, Executive Counsel and CIO for their approval. The program - a portfolio of integrated IT and workforce-based solutions included document imaging with optical character recognition, lockbox (to eliminate manual deposits), new mainframe and desktop hardware, business intelligence software, e-file application, business process automation, and an interactive geodata portal to improve property equalization and disaster recovery capabilities. Crafted RFIs and RFPs, managed responses, and awarded bids according to established state guidelines. Responsible for managing each sub project and associated vendor(s), and communicating/presenting periodic updates to the Governor, Executive Counsel, Legislature, and within the DRA itself. The "Granite to Green" program was a huge success and was met with accolades and awards. Among the many challenges, motivating state employees to shed a manual mindset and embrace new technology was the accomplishment I am most proud of.

Identified opportunities and implemented solutions to gain efficiencies and improve the customer experience at the Division and Regional levels (4.2M customers). Opportunities were either presented as a performance issue (missed KPI) or created based on my operational experience and data analytics. More complex opportunities required cross-functional solutions and an influx or enhancement of technology. Leveraged data analysis, process management, and technology such as screen capture and voice to text transposition for a detailed view of the customer experience.Implemented solutions, managed the outcome, and fine-tuned to deliver the optimal outcome both internally and for our customers.

Implemented new products such as Comcast Digital Voice and Triple-Play Bundles ahead of a national competitors entrance into region. Partnered with Field Operations, Training, IT, Engineering, Marketing and others to successfully launch each of four systems (1.2M customers) within six months. Led the creation of a new support team to enhance delivery of new products and manage exceptions with a focus on continuous improvement of the customer experience. The NJ Region exceeded 2006 CDV Active Account targets by 150%, achieving a 90% overall installation completion rate.I enjoyed partnering and collaborating with members of various departments to deliver successful product launches.

Created a five-year network evolution plan inclusive of maximizing infrastructure via the introduction of new technologies. Responsible for managing a team of network engineers that oversaw fiber and head office infrastructure including fiber assignments. Partnered with Cablevision's Research and Development Engineers and Marketing teams to create and deliver new products.Two notable accomplishments were the deployment of a fully diverse long-haul dense wavelength division multiplexing network that spanned three states (NY, CT and NJ) and crossed into NJ via the World Trade Center. This network remained operational throughout the 9/11 attacks supporting much needed communications between emergency service teams.Designed and deployed Carrier Class Metro Ethernet becoming the first North American service provider to be certified by the Metro Ethernet Forum.Served as Circuit Design Manager from 1999-2001.

Managed a team of fifteen contact center engineers in a 24/7/365 environment responsible for B2B and wholesale DS1 services throughout the NY Metro area. Responsible for DS1 service issues - manage incoming calls, open ticket, perform diagnostics, identify service impediment, partner with internal and external teams, and led reparation efforts through to resolution.Managed PSC and executive level complaints. Ensured adherence to corporate guidelines within a Union environment. Responsible for scheduling, budget management and internal issue resolution.