Principal Responsibilities:Program and project delivery of AppDynamics enterprise software solutions on a $5M portfolio for 80 enterprise accounts with 110 project initiatives. Manage the full project delivery lifecycle from initiation to closure with responsibility to drive successful customer outcomes, customer retention, adoption, and contribute process improvements in Customer Experience organization.Select Highlights:> Achieved 30 distinct awards and recognitions from customer leadership, project teams, company leadership, sales, and peers for contributions to successful customer engagements, customer success, and process improvements.> Mentored and collaborated with up to 15 team members in the Customer Success organization formulating customer success plans, engagement plan, oversight and collaboration on customer expansions, retention and renewals.> Rallied cross-functional teams to include management, sales, services, customer success, product, technical and customer support organizations to deliver a complex APM deployment with a $1.3M contract value and $300k at the largest pharmacy in the Americas. Recognized by Sales Leadership for role in the customer retention and sales renewal.> Restored customer trust on a distressed account at the 2nd largest bank in Argentina with a contract value of $1.5m and delivered application visibility for 74 customer critical applications with business and operational visibility. Recognized by Customer and Sales Leadership for role in the account expansion, customer retention and sales renewal.> Spearheaded development of an analysis and reporting tool to automate a customer’s application monitoring configuration maturity level up to 3,000 applications into an actionable backlog in 5 minutes. Solution adopted by Professional Services and Customer Success Organizations to perform Application Monitoring Health Checks.

Principal Responsibilities:> Planned project start-up, liaising with vendor teams initiating the FedRAMP certification process to qualify for government contracts for this artificial intelligence (AI) platform with revenues of $14M.

Principal Responsibilities:Managed 22 projects using best practices of SDLC and Agile methodologies for healthcare corporate systems and operations, including claims, enrollment, eligibility, member services, marketing, IT infrastructure, vendor outsource, and integrations.Select Highlights:> Recognized for the successful planning and execution of outsourcing in-house print and fulfillment services worth $22M.> Led and coached multi-cultural cross-functional teams up to 40 team members on project planning, requirements gathering, design, application development, testing, and support, implementing software changes to several line of business applications for Medicare, Medicaid, Duals, and Marketplace.

Principal Responsibilities:Led execution of Project Initiation to identify Systems and Data integrations to determine requirements for implementation of Affordable Care Act (ACA) for Entertainment Partners studio clients.Select Highlights:> Initiated project startup planning with business leads, legal, internal line managers, and technical teams to produce first ever initial requirements for the technical architecture, data model, and business processes to implement the Affordable Care Act (ACA) for a major services provider in the entertainment industry.

Principal Responsibilities:Headed project planning, execution for on-time and on-budget delivery on government, state, and commercial customers while supporting sales and proposal development. Oversaw daily operations, cultivated strategic partnerships, coached consultants, managed vendors efficiently, launched a Project Management Office (PMO), and drove process improvement initiatives.Select Highlights:• Successfully delivered $1.5M in customer engagements which included software, training, and support services. Managed delivery and implementation of 12 small to medium sized Business Intelligence, Analytics, and Data Warehousing projects. • Garnered invitation to bid on $100k of additional consulting work and $300k of software license renewal for government clients.

Managed implementation of Service Assurance and Security Solutions enterprise-class software installations for enterprise and small-to-medium (SMB) customers. Headed seven project engagements delivering Application and Infrastructure Performance Monitoring and Security Identity Management. Collaborated with sales team to assess customer business and technical environment needs to formulate solution requirements.Achievements:• Turned around lagging project and brought to customer satisfaction within 60 days by taking reigns of Identity Management and Access Security work stream for multi-million dollar multi-year project for large financial services corporation. • Delivered assigned work streams at 58% of estimated efforts exercising effective management of scope and customer expectations.

Oversaw software installations for enterprise and small-to-medium-sized (SMB) customers. Managed 17 project engagements delivering a range of ITSM solutions including Incident Management, Problem Management, Change Management, Asset Management, Service Level Management, Service Request Management, Asset Discovery, and Systems Integrations.Achievements:• Achieved seamless deployment of Service Management solution supporting customer global Enterprise Ticket Tool (ETT) initiative, by securing funding and ensuring project milestones were met on time and budget. • Met challenge of tight four week “go live” deadline and implemented global aerospace client service management solution on schedule turning around poor performing project. • Consistently recognized by company and customers for exemplary performance such as key contributions to Professional Services Best Practices and Methodology organization.

Directed engagement and service delivery for 15+ major clients, driving sales support, resource management, margin / revenue attainment, and overall customer satisfaction. Managed 4 Project Managers and 150 consulting resources producing $1M monthly revenue with 34% average gross margin.Achievements:• Scoped and drafted proposals for additional $1.5M in professional services for 5 existing clients and supported proposal development for strategic services alliance with IBM Global Services valued at $25M - $50M annually.

Led team of 10 implementing controls for corporate initiative complying with Section 404 of Sarbanes-Oxley for mortgage company client generating $2B per month in revenue.Achievements:• Analyzed and designed IT General Control processes and procedures leveraging CoBit Best Practices to standardize, manage, and control access to 30 critical business applications and data.

Executed business-critical projects streamlining, updating and maximizing business processes and management control systems. Drove infrastructure, software development / installation, performance monitoring, and customer support initiatives.Achievements:• Delivered systems integration project five weeks ahead of schedule and slashed appraisal decision process from 48 hours to 4 hours, saving $1.5M annually, by utilizing RUP and Agile project management practices while leading 45 personnel automating the appraisal process for loan operations. • Managed Usability, Testing and Pilot phases of $20M Loan Submission software systems release earmarked for targeted customer base of 24,000 brokers and 3,000 Production Associates.

Supervised project implementation. Led product and services definition, formulation strategic alliances, client relationship management, staffing, and budgets. Developed and launched formalized project management and account management practices.Achievements:• Restored customer satisfaction on $850k account by introducing and enforcing project and account management, reducing billing cycle time from 13 days to 3 days.

Headed 13 technical projects with budgets ranging from $5k to $4M for 11 clients including Capability Maturity Assessment (CMMI), Security, VPN, Network design, Business Continuity Planning, Managed Hosting, Data Center Migration, multi-site network roll-out, and IT Policies and Procedures. Directed sales support, project delivery, and accounts management, as well as, managing budget, staffing, and project plans. Trained account managers and teams. Served as technical and management liaison between customer, technology consultants, vendors, partners, customer finance, contract, credit, legal, consulting services, and operations. Achievements:• Ranked in top 10% for performance nationwide among peers and nominated for two Quarterly Excellence Awards for key role in solution development and delivery of high customer satisfaction levels.• Scoped and managed transcontinental data center move valued at $700k in data center services and $100k+ in professional services for 24/7 operation. • Oversaw implementation of a Managed Hosting Solution valued at $4M for an Internet company providing hosted B2B self-service web-sites.