Implement and maintain 24x7x365 Help Desk support model for Cisco Systems in support of large, federal accounts. Includes: • Implement Continuous Service Improvement Programs to improve Service Desk effectiveness and efficiency• Create staffing model and maintain staffing levels to support 24x7x365 service level agreements• Coordinate communication with the customer and support user to maintain good relationships, confidence and customer satisfaction • Identify opportunities to extend contract provision

Portfolio Management Governance: Design Iterative Portfolio Planning ProcessDesigned process for project requirements gathering, idea intake, sizing, capacity planning and portfolio roadmap change processes.• Maintained efficient, effective, and repeatable portfolio management policies, processes, and procedures - enabled through tools and training• Achieved end-to-end portfolio governance, setting the development and operational standards for the IT organization, determining policies, and providing over-sight to the overall investments to ensure alignment with AMD’s strategy and current priorities.• Leveraged the Annual Portfolio Management Process to create a refresh cycle throughout the year. • Created and managed off-cycle portfolio change process• Facilitated Strategic Roadmap Alignment Communications and Meetings: • Facilitated operational meetings and deep dives with executive leadership.• Developed and maintain regular, scheduled communication to support PPM governance. • Owned complete management of the IT Clarity application. Reporting: • Advocated and drove standard portfolio governance model and ensured consistent structure and data capture across all areas for data aggregation and reporting. • Created and automated meaningful, actionable reporting for all levels of the organization: resource, PM, resource manager, executive.

• Owned creation and centralization of Global IT Program Management processes, procedures and operations• Owned all training for Portfolio management and Program Management within the IT organization including reviewing and creating all training as well as maintaining the training site.

• PMO Leader in roadmap process engagement during roadmap planning cycles• Primary IT Finance & IT Accounting contact for Global Manufacturing; providing quarterly segment forecasts and actuals, determining costs and actuals for SOP 98 programs• Led cross-functional PMO teams in establishing and enforcing project management business rules and road-mapping guidelines, • Collaborated with Portfolio & Project Managers to ensure on-time-delivery of projects, while also communicating issues/reasons for missed baselines, engage in trade off discussions and resource allocations, and assist in milestone management as it applies to the software development lifecycle. • Subject Matter expert and efficiency leader in Clarity (project management tool) in data integrity and in creating repeatable processes – dramatically increasing efficiency across global IT – established standard templates and defaults. • Providing training and mentoring high quality of project standards by ensuring projects is compliant to Dell IT governance through the creation of compliance reporting and in conducting regular analysis and audits. • Facilitator and organizer of CCRB (Change Control Review Board) for IT Supply Chain – Global Relationship Management• Create and present weekly reporting on the state of the roadmap to entire organization and the executive leadership team.

Project Consultant – Dell Consumer Customer Experience 2001 – 2005• Customer Satisfaction Improvement – Survey creationo Creator of Consumer E-Survey. Design, reporting, maintenance and customer experience improvement based on resultso Led the institutionalization of this survey into a Dell-wide initiativeo Worked with IT to ensure IT supporto Implemented a Survey Councilo Key contact for “fix my issue” and all things call center related• Transformational change in Call Centerso Created Global Customer Experience call center curriculum derived from E-Survey resultso Created processes and procedures to maximize positive customer experience by identifying the root cause of the customer contacting Dell.o Led a team of high level technical support specialist to educate Call Center teams in India and the Philippines• Easy To Contact Dell o Primary Customer Experience Subject Matter Expert during implementation of all new policieso Conducted Business Process Improvement (BPI) for the “Contact Us” web page redesign

• Responsible for E-Survey design, selection of vendor, implementation, and report• Led design of new warranty processes• Implemented fee-based outsourcing support process

• Managed a team of first line technical support technicians. • Co-creator of Early Life Support processes and procedures. This team took calls from customers in the first 30 days of new computer ownership. • Implemented a technical support mailbox for issue collection from the sales organization• Created a customer satisfaction e-mail called E-Courtesy which summarized the result of the call.