Lead, consulted and delivered multiple projects for 3 of Graebel's largest clients focusing on streamlining processes, enhancing technical solutions, migrating infrastructure and systems to AWS, implementing new technologies, increasing operational efficiencies and reducing operational expenditures. Results:• Partnered with executive and senior management, technical and operations teams to deliver over 93 key initiatives for one of the largest clients over the last year and half increasing trust and optimized service delivery. • Developed, implemented and lead Graebel’s RFP initiative for 3 key internal systems: Contract Lifecycle Management (CLM), Human Capital Management (HCM), Certificate of Insurance (COI) and Supplier Vetting. Created the solution summaries and presented to executive leadership.

Transformed complex business problems into focused, data-backed solutions that drive down costs, elevate technical and business capabilities through implementing Cloud solutions and streamlining business processes.RESULTS:• Deployed an IoT Platform on AWS in a dual-region configuration with a total of 150 servers spanning 3 environments and dedicated network. The system functionality delivered real-time streaming and batch processing in a distributed, high-performing, always-available configuration with exactly-once processing capabilities. System performance rates increased 138 times from 29 msgs/sec to 4000 msgs/sec.• Managed a 12-month high-profile global initiative to upgrade 1627 servers running Windows 2000/2003 and 458 SQL Server 2000/2005 servers with a total of 147 internally/externally accessed business applications installed. • Condensed proposal response times by over 30% and realized a $7M increase in the sales pipeline in just 8 months through the development of a new response library, standard presentation templates, and a collaborative quality control process.• Reduced 4 Colorado businesses capital expenditures by 49% a year migrating from and on premise infrastructure to MS Azure, Office365 and RingCentral Cloud services.• Increased operational efficiencies by 28% and reduced program ramp up time by 35% through the assessment and delivery of a customized contact center “playbook”• Lead a 12-month expansion of a foreign business to design, build and deploy two U.S. contact centers. Developed a detailed work plan and schedule, technical infrastructure, Cloud solution, facility build-out, and provided executive leadership updates.

Performed as the global leader, key contributor, senior solutions engineer, technical lead and mentor for 28 sales engineers, project managers and a matrixed team of engineers. Collaborated with multi-disciplinary and cross functional teams to ensure proposed deals accurately address the needs of the key technical decision-makers and project stakeholders. RESULTS:• Awarded a $78M Cloud services contact center platform contract to support the 2010 Census Bureau Decennial Response following a 14-month proposal engagement partnering with Lockheed Martin and IBM. • Closed TeleTech’s first contact center Cloud services contract allowing the buyer to expand their operations by 54% in just 9 weeks with minimal capital expenditure.• Cross-sold a $23.7M contact center services contract for 2 of 14 contact centers for an existing SaaS client. The centers ended up being the top 2 operational performers. • Reversed a decision to terminate a $17M SaaS/CaaS Government contract due to prior performance issues while securing the remaining 4 option year periods.• Created and refined the proposal management process, library of standard responses for over 300+ common questions, success criteria, bid/no bid criteria, compliance matrix, checklists, and blue/red/gold team reviews. • Performed detailed assessments to create proposals for complex, multi-phase, high-profile business process and information technology transformations for Fortune 500 companies resulting in over $250M in new revenue. Partial listing of the companies: • Charter Communications • UHG • Sprint Canada • Allstate • New Zealand Air • Telstra • Blue Shield of CA • USAA • Canada Life • Sprint Canada • Verizon Online• International Experience – managed global projects for both facilities and technology in various locations which included India, Australia, Philippines, Argentina, Scotland, England, Northern Ireland, Canada, Mexico, and New Zealand.

Consulted and delivered tailored proposals to Fortune 500 companies focusing on streamlining contact center processes, enhancing technical solutions, consolidating facilities, migrating to new technologies, increasing operational efficiencies and reducing operational expenditures.RESULTS:• Assessed and improved key performance indicators for a large insurance company that included: increased first call resolution by 24%, reduced learning and development cycle time by 31% and decreased average handle time by 18%.

• Worked on an team that created one of the first Genesys based multi-channel middle ware solutions for providing standard interaction control to Visual Basic front ends. The channels included: inbound and outbound voice, email, chat and co-browse.• Appointed by the CEO to perform as the key technical lead and architect assisting Senior and Executive teams within TeleTech to collectively present and showcase cutting edge systems and processes to all key investors during IPO preparations.• Created an innovative method for dynamically creating Agent Scripting driven from a database versus modifying the code/system infrastructure to launch new Call Center programs quickly. Average launch times were 60 days or less. Started off using FoxPro and migrated to Visual Basic with an Oracle backend.• Created and delivered customized product demonstrations to Fortune 500 companies showing the strength of TeleTech's key technologies and how they can be used to improve efficiencies and reduce costs.

• Selected from the senior management team at EDS and NeoData to participate in a company restructure exercise to increase profitability and effectiveness of processes and teams. • Created a new condensed billing system using Visual Basic and Oracle to provide enhanced functions and features with reducing complexity of existing system built and maintained since the late 1960’s while increasing employee moral, focus and decreased maintenance costs by more then 15%.• Participated on an elite team working on a redesign of all of the NeoData systems with NeoData using Texas Instruments IEF environment and Teradata with an MPP (Massively Parallel Processing) design.

• Partnered with the engineering teams for the Minute Man and Peacekeeper missile systems at the test facilities located at Hill Air Force Base to perform required changes to the systems and facilities to ensure testing compatibility was in place for all launch facilities in the program. • Created an inventory system and process to reduce waste and improve efficiency of the changes to be made for all time compliance technical orders (TCTOs) for all future procurement of parts, materials and supplies saving the Government thousands of dollars.