• Support the planning, directing and coordination of day-to-day activities of running a program or portfolio of programs.• Direct the creation of multiple programs of work and manage their alignment to business goals.• Lead the facilitation, coordination, and arbitration of cross-functional macro level topics within/across programs and with Senior Management.• Lead the identification and drive resolution of issues, including those outside established programs of work.• Drive adherence to program processes, procedures, methods, and standards for program delivery and leverage across the program.• Develop and exercise business plans, policies, and procedures and responsible for various projects to improve efficiencies.• Direct the communication of status, issue, and risk disposition to all stakeholders, including senior management.• Direct the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed.• Exercise shared responsibility for budget, policy formulation and planning.• Resource planning for program commitments, ensure appropriate staffing is provided to meet operational needs.• Assess business decision risk by driving compliance with applicable laws, rules and regulations, adherence to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing, and reporting control issues with transparency.

• Drove implementation of multiple, complex project/program initiatives, working with cross-functional matrixed teams and resources, achieving multiple portfolio and program milestones within established timeframes.• Planned, directed, & coordinated activities for complex programs and projects through business analysis; developed project plans intended to accomplish goals and objectives within prescribed timeframes and budgets.• Ensured consistent visibility for program and project teams by monitoring and reporting business strategic objectives, program/project achievements, and key indicators.• Progressive program & portfolio management experience to include process improvement and/or consulting for large strategic efforts.• Facilitated collaboration on creative alternatives to project challenges with subject matter experts and cross functional matrixed teams providing consultative guidance to aid in solving Enterprise level issues.• Removed obstacles/impediments ensuring business and strategic operational objectives were met; managed ambiguity and drove clarity amongst project stakeholders.• Identified and applied best practices and needed process improvements in the development of strategic initiatives.• Established advanced capabilities in program/project design; leveraged data by discovering member needs to make sound business decisions.• Extensive experience with Agile and Waterfall methodologies leading/facilitating large-scale Initiatives, Portfolios, and Programs involving complex business process changes in development of Initiative business cases.• Drove adoption and sustainment of changes within the organization according to Change Management framework.• Vast experience in presenting and influencing senior executive leaders and key project stakeholders.

• Facilitated completion of outstanding compliance issues within the specific business unit and oversaw proper implementation of business requirements.• Researched possible adverse effects caused by omissions in employees' work, inadequate internal procedures and processes, inadequate management of information and other systems, as well as by unforeseeable external events.• Extensive experience with risk, compliance, controls and MetricStream issues; identified potential risks in advance, analyzed them and took precautionary steps to reduce/curb the risk by leveraging data to make critical business decisions.• Provided insight and guided management on issues within scope of work assignment; responsible for identifying and developing business cases and deploying strategic initiatives to meet member needs.• Planned, coordinated, and developed management action plans and strategies within a risk and controls environment for multiple mid to large sized projects for the implementation of business product and change management efforts to include processes, programs, projects, policies, practices and procedures.• Identified and monitored risks and dependencies across large groups of work; anticipated problems and/or critical issues; formulated business solutions using knowledge of the organization's objectives, policies and procedures and by discovering member needs to meet business goals.

• Performed customer service management within claims environment to ensure customer care.• Educated and informed the insured on their policy and claims process; personally, yielded higher customer service ratings than targeted by company goals.• Organized/prioritized time sensitive projects and claims, including total loss vehicle and catastrophe claims.• Evaluated claims to ensure validity and negotiate settlement value, calculated loss payments and approved payments of claims within a certain monetary limit.• Set claim settlement values and negotiated with attorneys; achieved settlement absent of litigation and finalized settlement with release of vehicle.• Maintained high number of claims daily, while managing to keep up on departmental objectives along with office administrative tasks.

• Managed insurance policies and handled insurance coverage issues, as well as consumer complaints and general inquiries.• Demonstrated accuracy in processing client policy modifications based on the data given.• Verified new customers coverage and present policyholders with proof of insurance paperwork.• Stayed up to date on new marketing efforts to answer insurance product inquiries utilizing all the resources available.• Handled complaints, presented appropriate solutions and alternatives within the timeframes set, and followed up to ensure that the issue has been resolved.

• Exercised performance management for 120+ Quality Assurance personnel on a $650M contract; instituted procedures and policies to eliminate systemic causes of errors by improving performance and reducing contract invoicing errors, saving over $2.3M in excess payments.• Managed and applied technical requirements/specifications to problems encountered in statements of work; ensured team-building approach yielded contractor success in service delivery…98% success rate throughout contract lifecycle.• Authored law enforcement policy and procedures, manuals, and handbooks and provided a wide range of police services mission guidance for 22K active/9.3K reserve component security forces members; key in developing Air Force policy regarding the National Law Enforcement Officers Safety Act, stopping USAF use of force and concealed weapons violations. • Synchronized cross functional teams at three major military installation’s missions; developed trend analysis/patrol strategies for increased operations…identified 11 full-time equivalent shortfalls (~$800K) in Army’s manpower transfers to Air Force; ensured adequate manpower resources were applied per Presidential Budget requirements.• Integral in the development of agency’s 1st civilian law enforcement corps; Developed unique strategies, policies, procedures, and standards for civilian law enforcement officers. Increased protection of personnel, property, facilities from unauthorized use, theft, assault, vandalism, or loss.

Retired E-8 / SMSgt• Directed training, investigations, and military working dog operations. Led 130-member operations division providing force protection services to 60K community & $2B operational resources and supported 30+ associate agencies; reviewed and approved incident & investigative reports focusing team's efforts to over a 98% case solve rate. • Maximized utilization of limited density/high demand Military Working Dog (MWD) asset teams; ensured MWD team readiness to support short-notice Secret Service missions.• Direct oversight on resource protection, installation access, commercial vehicle inspections, and criminal investigations; provided crucial mission execution inputs to enable operators to assess requirements to meet or exceed force protection thresholds. • Re-organized personnel structure and significantly increased productivity for three shifts; managed shift operations for over 60 personnel providing local law enforcement /security services for 8,850-acre AF base with 39,500 residents/15,000 daily visitors.