Global leader overseeing staff management and development, along with ensuring operational excellence across the global Citi enterprise command center. • Provided people and technical leadership across a diverse set of technologies in a global production operations environment, which was responsible for the transmission of $4.6 trillion daily across the global Citi network. • Developed organizational wide standards for talent acquisition, led the development of talent acquisition pipelines across local colleges and 3rd party contract suppliers to produce an evergreen source of highly technical individuals in various technology disciplines, which decreased time to identify and hire top talent for the global Citi enterprise command center teams by 50%. • Fostered continuous improvement and development among the staff, by leading efforts to develop technical individuals and position them to be successful in both current and future roles, along with maintaining optimal employee retention with < 3% attrition YoY. • Led projects to migrate and upgrade various technologies used within production operations

Responsible for leading and overseeing the success of the entire staff of the North America Enterprise Command Center Network Operations team. • Established myself as the sole recruiter and hiring manager for all open positions (Full time and contractors). Accelerated Talent Acquisition efforts by partnering with local colleges, attending career fairs, & conducting tech talk sessions. • Led, managed, promoted, and developed a team of 30+ high performing, highly technical network operation experts who daily oversee the entire global Citi network consisting of over 50,000 routers, switches, load balancers, & firewalls. Held the ECC network team accountable for flawless execution in remediating all events which may or currently are, impacting the global network. • Responsible for developing cost reduction plans to implement cost saves and headcount realignment for the global ECC network team • Represent Citi on both the National Business & Industry Leadership Team and Collin College’s Network Advisory board, whereby I advise local and national educational institutions as to the skills sets needed for our current and future workforce; resulting in course curriculums being tailored to meet our skill requirements

I direct the recruitment, assessment, hiring, and onboarding of all technical engineering and support staff (full time, contractors, and interns) for the North and South American Customer Success Groups which cover the company’s 6 primary cybersecurity product suites.In this role, I have:• Accelerated the full development and deployment of new staff 50% by creating a standardized training roadmap and curriculum integrated into global onboarding processes for support engineers.• Delivered the capacity to annually hire and train over 60 security engineers by conceptualizing and building talent acquisition and onboarding programs from scratch.• Established a consistent talent pipeline by creating the company’s first college recruitment and outreach programs and developing relationships with university cybersecurity departments nationally

I led a 50+ member North American Customer Success Group providing technical support to large enterprise customers for 22 cybersecurity products. I oversaw the day-to-day operations and performance of the call center. I also monitored and managed the escalation of severe technical and customer service issues.During my tenure, I:• Optimized customer satisfaction and retention by leading the company’s first implementation of the Net Promoter Score framework in a technical support department.• Reduced average call waiting and overall response times 20% by streamlining operating procedures and implementing a process to provide direct coaching of staff on a rotational basis.• Produced 1-yr staff retention and conversion rates of 90+% by developing and standardizing the technical and customer service training curriculum for staff onboarding and development.• Improved the talent pipeline and reduced average staffing costs by 15% by expanding the number of staffing vendors providing candidates and renegotiating standard rates.

I developed and maintained technical support relationships with up to 6 large commercial, federal government, education, and health-care enterprise accounts. I also provided engineering and architectural support for product deployments, system troubleshooting, and incident response.While in this role, I:• Enhanced security at multiple enterprise clients as the lead architect and implementation consultant for anti-virus, encryption, and other cybersecurity solutions.• Increased retention at assigned accounts through the delivery of superior customer service and technical support.• Helped improve the company’s solutions by collaborating with product management, account management, engineering, and architecture teams on product development projects.

I provided global Tier 1 technical support and best practice consulting on ant-virus and spam filtering solutions. I also assisted in the implementation, administration, and troubleshooting of 20+ cybersecurity packages, including vulnerability detection, threat remediation, intrusion detection and prevention, and web/email content filtering solutions.