Technologies Implemented: Avaya Communication Manager, System and Session Manager, Media Servers, Call Manager, Cisco Servers (Firewalls), VMWare, Cloud Solutions, Mattersight Call Recording/Screen Capture, Oracle Session Border Controller (SBC), Digital to VoIP Phone ConversionsDirect the activities of cross-functional department resources to execute the Enterprise Technology Infrastructure Services annual strategic and compliance initiatives. Oversee scope, schedule, budget, resources, risks and issues management, quality control, and status reporting. Conduct weekly meetings with external and internal voice, network, and firewall engineers as well as desktop deployment, call recording and screen capture, and service delivery to determine project schedule, dependencies, and overall readiness.Key Accomplishments:● Coordinated with multiple internal and external teams to upgrade and convert 30 distributions centers’ Avaya CMS servers from physical hardware to VMWare.● Managed the conversion of 209 call recording and screen capture locations from local to centralized call recording utilizing cloud technology and removal of all localized hardware saving millions in maintenance costs.● Directed the activities related to agent migration from hard phones to Avaya 1X softphones with USB headsets and removal of all desktop phones.● Collaborated with firewall and Cisco engineers as well as on site distribution center personnel to upgrade and test multiple HA pairs of Cisco firewall servers.● Worked with voice engineers to upgrade Oracle SBC servers in both the lab and production environments.● For all the above, manage NOC bridge utilizing IVB to ensure completion of all NOC activities, successfully handling any escalations, and delivering and testing new functionality.

In this role, I spearheaded strategic initiatives and execution of service programs as the Location Solutions Program Manager, Walgreens Tablet and Handheld Deployment Manager, and GTM Project Manager for SmartLens. I oversaw the scope, schedule, budget, resources, risks and issues management, quality control, and cross-functional status reporting. I also conducted weekly meetings with developers and tower leads to determine project schedule, dependencies, and overall readiness.Key Accomplishments:• Directed efforts of multiple tower leads, developing and delivering to market service components of new solutions to support evolution and strategic direction of corporation.• Hosted bi-monthly read outs with E staff, including CEO, reporting progress, answering questions, obtaining buy-in, and requesting senior leadership to further support success of program.• Collaborated across multiple divisions to bridge gaps, resolve conflicts arising from conflicting priorities, and move initiatives towards successful completion for entire organization.• Developed resource projection tools and Statement of Work (SOW) template for new line of business, ensuring documentation and processes in place to implement successfully.• Deployed over 10K tables and 50K mobile devices, allowing Walgreens greater inventory controls and expanding their capabilities to allow for outgoing and incoming FedEx shipments for customers.

Here, I was recruited to direct the activities of pre-sales and delivery engagement for the Home Depot. I conducted weekly meetings with customer technical and onshore/offshore engineering resources, and collaborated with the supply chain to resolve complex and critical component shortage issues. I delivered hands-on expertise in statements of work (SOWs), proposals, design solutions, cost models, service standards, processes, procedures, best practices, frameworks, governance, and contracts.Key Accomplishments:• Deployed approximately 40K handheld devices to over 2K retail stores nationwide.• Hosted weekly read outs with senior leadership to report progress, removing barriers hindering my team's ability to deliver on the customer's expected timeline.

For this position, I managed the development efforts of the Samson billing system, the company's largest software system, in support of multiple projects and maintenance bundles. I reviewed High Level System Design (HLSD) documents to confirm all impacts were fully understood and accurately documented. Additionally, I conducted meetings with developers and testers to coordinate various development activity, code drop schedules, test plans, and test completion status.Key Accomplishments:• Coordinated night of deployment (NOD) testing efforts, releasing delivery managers of IHAP (In House Applications) systems with dependencies on Samson system.• Actively developed project plan to ensure on-track completion of all pre-deployment, NOD, and post-deployment activities.• Managed NOD bridge utilizing project plan to ensure completion of all NOD activities, successfully handling any escalations, and delivering and testing new functionality, maintenance fixes, reference table changes, and reports.

At Lexmark I led and executed multiple distribution fleet management (DFM) projects, mentoring and supervising a team of project coordinators, consultants, customer operations managers, technical and subject matter experts, and field technicians. I identified risks and prepared mitigation strategies for all anticipated risks to minimize or eliminate altogether their impact. Also, I handled all escalations and developed action plans to stabilize project, and limit disruption to end-users and impact to customer satisfaction.Key Accomplishments:• Liaised with onshore and offshore Systems Engineers to coordinate certification of devices in various unique and complex customer environments.• Collaborated with technical operations department and customer network team, implementing Lexmark Data Collection Manager (LDCM) on various customer networks.• Coordinated implementation of Print Release through entire life cycle from requirements gathering, system design and test, to final implementation and acceptance.• Maintained strong relationships with Executive Sponsors of all projects, exceeding conditions of satisfaction and expectations for both client and Lexmark.• Managed and monitored processes and implemented continuous process improvement, enabling excellence in delivery execution.• Identified and implemented cost reduction measures, increasing revenue and profitability to Lexmark and adding value to customers.

At IBM I oversaw projects for two major accounts, InterContinental Hotels Group and Coca-Cola Enterprises (CCE), leading a large technical team of over 35 project managers and administrative professionals, and hundreds of sub-contractors and field technicians to successfully implement high visibility, multimillion-dollar projects at over 400 locations internationally. I also maintained strong relationships with executive sponsors for all projects and exceeded conditions of satisfaction and expectations for both clients and IBM.Key Accomplishments:• Led $17M on-going PMS (property management system) installation project in over 300 hotels per year, including both software and hardware components supporting hotel administration and reservation systems. The project included procurement, inventory management, staging, scheduling, readiness support, installation, maintenance, and billing.• Spearheaded $74M Hotel-in-a-Box program expanding upon above scope to include PBX, network infrastructure, cabling, door locks, video surveillance, guest help desk, remote monitoring, and in-room entertainment.• Managed $1.8M brand re-launch project coordinating office support for Holiday Inn brand as it underwent largest global re-branding effort in company history, increasing scope of project to more than double total contract value to nearly $4M.• Assisted IBM and Motorola Sales team in presentations, sales, and execution of deployment activities at Coca-Cola Bottlers world-wide, including Greece, London, Canada, and Latin America, resulting in over $15M in additional business.• Delivered $75M contract with extremely high customer satisfaction for CCE, consistently achieving highest company rating of 10 out of 10 utilized in IBM's quality assurance program.• Achieved greater than expected profit margins by developing strong partnerships with suppliers, negotiating lower costs for developed services and products.

• Led a team of project managers, administrative professionals, and field technicians to successfully deliver POS systems to Darden’s new Red Lobster, Bahama Breeze and Seasons 52 locations nationwide.• Worked with multiple departments from construction to IT, to review blueprints, develop project plans, perform site surveys, and install network infrastructure (wired and wireless technologies), electrical, and hardware components.• The technologies implemented included:• IBM POS systems• IBM Servers – Back Office• Wireless Access Points (and Access Point Surveys)• Thermal Printers• Kitchen Line Cook Systems (Monitors/Bump Bars/Printers)• Network Data Infrastructure• Patch Panel Installation• Electrical Drop Installation

• Managed various rollout projects for IBM with increasing responsibility and complexity. Customers ranged from Washington Mutual to Walt Disney World to Target Stores. Project technologies included:• Mobility and Wireless - handheld devices (Motorola and Casio), access points, routers and switches• HW Deployments - PCs (Dell and IBM), kiosks, point of sale (POS), servers, workstations, racks, PBX systems, card swipe door locks, security cameras, digital signage, and self-checkout devices• Infrastructure and Site Readiness - cabling infrastructure, electrical, site surveys, patch panels, and telephony• Application Development – Access and SQL Database, as well as Home Grown Apps• Client/server technology• Networking systems and solutions• E-procurement and E-commerce• Data Warehousing and Conversion