In charge of comprehensive oversight for project and program planning, which encompasses activities ranging from defining scope and budgeting to resource allocation, ensuring the delivery of high-quality outcomes, and maintaining exceptional customer satisfaction levels. Offering guidance and management for intricate, large-scale projects and programs featuring multiple work streams, project managers, and their respective teams. Responsible for cultivating and nurturing strategic customer relationships, from post-sales engagements to successful implementation and the smooth transition into support. Leading teams with a consultative approach, emphasizing a clear understanding of program objectives and aligning them with business requirements. Serving as the primary interface with customers, establishing the agenda, managing customer expectations, developing and executing risk mitigation strategies, proactively resolving issues, conducting negotiations as needed, and maintaining effective internal and external communication. Leveraging established and proven methodologies to drive program success. Achieving internal financial objectives by ensuring project predictability and adhering to stringent financial practices. Continuously identifying opportunities to expand our service footprint through strategic and collaborative partnerships with the sales team. Additionally, supervising individual project managers responsible for various projects, overseeing project teams, and ensuring exceptional customer satisfaction.

7/14 – PresentWindstream Communications, Remote Office• In this role, I lead process and/or development teams assigned to transformation projects of varying sizes in support of Engineering, IT, Operations, and Customer Care• Application Owner and Development Team Leader for Blue Planet Inventory and various Logical Inventory OSSo Partnered with senior leadership to assess this commercial off-the-shelf solution as a replacement for multiple legacy physical and logical service inventory OSSo Developed strategy and roadmap for IT OSS Inventory systems transformation programo Responsible for mix of cloud and on-prem development, test and production IT OSS Physical and Logical Service Inventory environmentso Lead a 15 member SCRUM development team • Order Management Agile Product Owner for Digital Transformation projecto Responsible for long term vision/strategy of Order Management system and vendor relationshipo Order Management Design Team Lead• Lead Design Architect for Metasolv Workflow and Product Catalog initiativeso Catalog design for Cloud, Internet, Security, SDWAN, UCaaS, and Wireless products• Project Leader for Kinetic TV Inventory Systemo Lead a 5 member development team in creating a inventory and catalog system for the Kinetic TV engineering team• Project/Process Lead for Enterprise Next Gen Metasolv Migrationo Performed impact analysis and designed order and provisioning process• Developed IT Team Azure Dev Ops Agile Intake Process•. Established Knowledge Management Wiki for Engineering, Service Delivery Operations and Field Operations teamsAchievements - Blue Planet Inventory – 1.1 Million dollar budget- DSLAM Port Reclamation Project - 1.5 Million dollars in savings - Enterprise and Wholesale NGMSS Migration- Kinetic TV Inventory system- Confluence and JIRA Upgrade- Automated Residential Broadband CPE activation- Product Launches: LAN Services, Managed Network Security, SDWAN and Wireless Diversity

• As Process Lead, I managed Process Improvement projects of varying sizes for Engineering, Sales, Service Delivery, Customer Care, and Field Operations organizations utilizing traditional, Lean process, Kaizen, and Six Sigma methodologies.• Order Management Agile Product Owner for Digital Transformation project o Responsible for long term vision/strategy of Order Management system and vendor relationship o Developed Order Management Workflow Standards o Order Manager Design Team Lead• Project/Process Lead for Enterprise Next Gen Metasolv Migration o Performed Impact analysis on Wholesale/Enterprise Order and Provisioning processes o Lead team in addressing gaps caused by account, catalog and provisioning migrationAchievements - DSLAM Port Reclamation Project - 1.5 million dollars in corporate savings - Process Lead for Enterprise and Wholesale NGMSS Migration- Project Lead for Confluence and JIRA Upgrade- Developed Windstream Knowledge Base- Project Lead for Zero Touch Activation (Automated Residential Broadband CPE activation)- Product Owner of new Order Management system (WINOM)2014 Windstream President's AwardOrganization Award for NGMSS Migration and Zero Touch Activation

• Work with business units to improve business processes through best practice process improvement methodologies. My focus was primarily on the sales, marketing, and customer experience business units• Performed continuous process reviews to align processes (models, goals metrics) with changing business conditions. Lead post launch process reviews to ensure models achieved set metrics• Led the internal business units in the creation of business process diagrams, process control plans, and other process artifacts. Awarded for process improvement gains in Channel Sales E2E mechanization, XO Cloud 2.0 product launch, and General Services Administration • Successfully transitioned Concentric Cloud Services (XO Subsidiary) sales process into XO Communications systems and sales organization• Mentored co-workers as they transitioned to the Business Process Analyst role

• System Manager for Online Feature Management IP Flex, OFM ESIP and XO Stats (significant components of the XO Business Center Web Portal) as well as various network monitoring vendor applications.• Team lead responsible for the vision, strategy and all phases of the SDLC for the XO Business Center mobile application. Successfully launched billing, user management, and network statistics functions. • Represented Care organization concerns regarding the XO WorkTime mobile application• Increased operational efficiencies across the Care and Repair organizations through system and technology releases as well as increasing the quality of the user and customer experience• Results of timely implementation and on-going support of Care Technology above reproach• Led hundreds of projects and oversaw cross-functional teams to desired end-state system architecture• Interacted with Customers, Care Leadership, Vendors and IT to develop, implement and provide regular updates for Care technology initiatives• Developed and standardized deployment strategies for major system releases for all system managers• Attention to the application life-cycle which included prioritization of change requests, developing business requirements, creating test plans, end user communications led to hundreds of successful implementationsAchievements- XO Stats Redesign- XO Online Feature Management (IP Flex) Redesign- XO Online Feature Management (ESIP) Redesign- XO VOIP Anywhere Package Client Release (BroadSoft)- XO Flex Portal Implementation - XO's Flagship VOIP product- XO Business Center Knowledge Base

• Deliver and develop technical and process training to all national call centers, sales and field services • Create technical manuals and documents for telecom specific technology topics and internal CRM and provisioning systems • Directed and authored internal Care Soft Skill educational videos • Coordinate and schedule national call center training • Responsible for eLearning application support, standards, and curriculum deployment • Communicate/train internal learning developers on document design, eLearning software, web page development, SCORM compliance, and Learning Management System organization • Managed knowledge base article library, content storage structure and interface for corporate online self-service application (XO Business Center) • Manage over 25 call center customer support wikis• Developed Quality Assurance program for Customer Service Reps Achievements: - Directed and scripted "24" Themed Customer Service Video Course for XO Field Techs - Directed and scripted "Mission Impossible" Themed Customer Service Video Course for Care Reps - Introduced eLearning medium by learning and mastering Adobe Captivate software - Delivered thousands of hours of New Hire/ Refresher training to Voice, Data and Hosting Reps • Over 14 years’ experience in classroom, online, and eLearning training delivery (years include US Navy experience)

Aviation store/supply/operational fund management support for F-18 squadron.