Debra Flattery Email & Phone Number

United States

Lifecycle Management/Governance of large Federal programs. Program Manager dedicated to USPS Network Modernization contract, focused on transition and implementation of Broadband, Wireless, SD-WAN, and managed services for all USPS facilities through the U.S. Manage contract deliverables, customer performance reporting, implement eBonding solutions between.

Support the implementation and migration of new WebEx platform for 80K+ Bank of America users. Provide user support and training on product functionality. Enhance training collateral to expedite early adoption. Handle escalations for executive-level issues.

Project Manager – Cisco Customer Experience (CX)Manage the delivery of network hardware and software implementation projects, and adoption of new technologies for Federal Civilian/Healthcare customers (Veterans Affairs) to include WAN, LAN, Wireless, and Data Center, Unified Communications. Manage contract deliverables, prepare quarterly business review.

Program Manager – GSA Billing Reconciliation Support Team (Public Trust Clearance) - Directed a virtual telecomm billing support team for a Federal government contract on behalf of the IT and mission support vertical of an 8 (a) government consulting company - Identified and delivered $2.5 million in vendor credits/cost-savings through invoice analysis.

Herndon, VA

Lead national team of 15 analysts responsible for root cause analysis, metrics development and reporting, Carrier/Vendor management, and implementation of service improvement initiatives. Developed and implemented standard processes to collect and report on operational performance metrics, customer service performance reports, executive scorecards, and.

Reston, VA

Managed team responsible for the integration of new products and services into TWC's internal and external customers to insure operational readiness and adoption from a process, systems, and tools perspective. Specific focus on Carrier and Commercial customer networks and services. Liaison between TWC Network Operations, Product Management, and OSS.

Reston, VA

Lead domestic and international network operations teams. Responsibilities included review and implementation of network modification and installation requests, directing repair activities, technical escalations, and senior management escalations- Designed and implemented network change management process, decreasing the number of network outages by 25%.

Reston, VA

Built and managed a group responsible for new product and service implementation, to include process and procedure development for Global Operations. Prioritization and assignment of projects, system requirements development, NMC training material development and delivery, and presentation of Global One's network management capabilities to partner.

Reston, VA

Lead team of 35 technical support specialists responsible for surveillance of messaging service platforms. Daily systems checks, resolution of customer issues, analysis of system errors reports, and implementation of system upgrades.- Restructured group through process re-engineering and employee develoment efforts resulting in 50% improvement in team.

Reston, VA

Lead three Network Management Centers worldwide responsible for monitoring, fault isolation, and repair of worldwide data network. Hired and trained technical staff, implemented test tools and monitoring platforms, and developed standard operating procedures.- Increased technical support from 8 x 5 to 24 x 7 operation by designing expanded network.