- Spearheaded the analysis and redesign of Field Service Operations (FSO) deployment processes, collaborating with cross-functional subject matter experts to design efficient processes for tracking and reporting project work.- Utilized Six Sigma techniques to identify areas for increased efficiencies, resulting in a reduction of operational expenses.- Implemented a divisional Change Management Board and Governance Board, streamlining communications and project work, reducing project rework by an estimated 15%.- Developed and implemented a Communications Plan for the Business Operations team, facilitating effective change management.- Introduced an intake process for the FSO Reporting team, reducing effort per report by approximately 20%.- Rebuilt the deployment workflow for the division with input from subject matter experts, resulting in reduced implementation time, customer credit requests, and increased capturing of billable work.-

- Spearheaded technical resources in evaluating, maintaining, and developing solutions to meet the evolving needs of internal and external customers.- Managed personal and direct report development, driving continual improvement efforts and ensuring service management goals were achieved.- Successfully responded to business-impacting extraordinary situations, including the COVID-19 pandemic and natural disasters.- Designed and managed business-critical systems, maintaining 99.999% availability.- Mapped, maintained, and improved departmental processes, resulting in a 17% increase in customer service feedback and a 37% improvement in employee sentiment.

- Analyzed, documented, and improved processes for national technical support operations, aligning them with industry standards.- Implemented LEAN management practices to drive continuous process improvement.- Improved overall departmental process compliance by an impressive 45%.- Identified process improvement opportunities and collaborated with the team to deliver quantitatively improved results.- Implemented an improved incident response process, bringing the department into alignment with the service level agreement (SLA).

Promoted to divisional leadership. Used ITIL and Lean management principles to guide the wholesale telecom organization; developed strategic vision, managed vendor and staff relations and maintained responsibilities for financial responsibilities.• Implemented Lean management principles and ITIL standardized workflows• Implemented organizational disaster preparedness / business continuity programs including new Disaster Recovery-ready technology systems• Increased customer satisfaction by 43%• Broadened operational revenues by 167% through new product offerings

Senior decision-making authority for IT planning, budgeting, and projects with a focus on alignment of IT systems with business unit goals. Implemented and managed disaster recovery and business continuity planning and processes.• 100% on-spec, on-budget infrastructure refresh• Reduced first time trouble tickets by 37% through introduction of knowledge management system• Eliminated 53% of recurring issues through trouble ticket management processes

Principal IT business contact in the five-state area consisting of Texas, Louisiana, Arkansas, Oklahoma and New Mexico. Provided strategic vision, business continuity planning, disaster recovery planning, contract negotiation, policy direction and budgetary guidance to over 120 local offices. Wrote regional and national level IT policies and chapter-level disaster mitigation / recovery plans / continuity of operations plans. Guided and mentored regional-level IT staff and volunteers. Plank-holder in internal knowledge base development efforts.• Reduced organizational risk by guiding over 100 chapters through continuity of operations planning (COOP)• Decreased regional IT costs by 47% through cost management initiatives• Reduced personnel management overhead by 83% through online management system• Led regional disaster recovery / disaster planning efforts, including risk assessment, business impact analysis and reporting procedures for improvement efforts

Led the Information Technology needs of the chapter along with related IT budget. Responsibilities included all desktop systems, chapter server resources, technical consulting to staff and volunteers, vendor management and implementation / oversight of national-level IT policies.