Debra Flattery Email & Phone Number

United States

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 client and Lumen systems (Order/Incident management). Drive cost-savings measures through service-improvement initiatives

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 presentations, client y status reporting, and budget oversight Developed Software upgrade delivery process to ensure the VA network maintains current software releases while minimizing service-impacting events

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, reconciliation, and vendor negotiations- Created the first official best practices document detailing standard processes and procedures resulting in improved re issue solution intervals and reduced training time for staff- Developed KPs, performance metrics, and executive reporting dashboards for GSA leadership to illustrate variance trends and vendor credit collection statistics, resulting in key service improvement initiatives, which resolved order and billing software process issues - Manage contract deliverables, prepared weekly, monthly, and quarterly performance reports for the client, as well as invoice review and approval- WITS and Networx contractsProject Lead - US Coast Guard National Maritime Center (NMC)- Led a team of 25 IT support professionals supporting a contract for the US Coast Guard National Maritime Center program providing mariner credentials for USGC merchant mariners and vessels nationwide - Managed daily operations, team performance, and workflows, as well as delivered monthly reporting on contract metrics and performanceTransition Team - GSA USAccess Identify and Credential Management System - Consulted with and provided project management leadership for twelve GSA agencies during a system migration to a new security vendor for the USAccess platform, supporting more than 20K employees- Worked with agency migration teams to develop a transition toolkit and roadmap specific to their needs, creating implementation checklists for all systems, software, resources, and processes impacted by the migration, to ensure successful adoption and positive end user experience

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 service-provider performance reporting. Stakeholder in cross-functional governance committee to evaluate and streamline operational processes to identify cost-saving measures. Evaluation of processes for adoption and compliance. Training design and delivery new processes, quick-reference and user guides

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 organizations to define standard operating procedures, OSS requirements definition, and Order to Bill processes. Experience in use of trouble ticketing systems (Remedy), ServiceNow, Granite, SharePoint. Developed and managed Service Level Agreements.

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% the 1st year- Developed KPI reporting database that facilitated the identification and tracking of root cause of incidents exceending performance targets

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 operations staff.- Developed and administered worldwide SOP that reduced repair time by 20% and improved network availability- Negotiated operational SLAs with carriers and partners to meet contractual repair targets- Conducted customer presentations and training

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 performance- Implemented performance measurement tools and automated monitoring systems reducing detection of system failures by 30%

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 operations facility- Implemented worldwide remote test system that enabled centralized remote test capability, which reduced network outages by over 50%