Cybersecurity Agile Program Lead for government agency

✔ Led Global support team of 75 resources across key AWS based services including resale services, cost optimization, and 24x7 infrastructure management✔ Oversaw the development of long-term goals, objectives, policies, procedures, and systems✔ Developed and implemented innovative strategies to improve operational performance and increased profitability✔ Negotiated and managed partnerships with vendors and suppliers✔ Identified areas of improvement within various departments through detailed analysis of current practices and KPI/SLA review✔ Led cross-functional initiatives to drive efficiency and increased customer satisfaction

✔ Led a global team of 130+ resources supporting Customer Support, Service Management, ServiceNow, and Data analytics✔ Developed new process and service management framework from the ground up✔ Helped company grow from start-up to a successful merger Dell-EMC.✔ Rapidly matured processes, progressively working to arrive at sound operational model

✔ Introduced mixed-labor model still in use today, saving company $1M annually in operating expenses. ✔ Built and led global Continuous Service Improvement program to promote operational excellence, increasing customer satisfaction rates by 36%. ✔ Helped grow company from 0 to 2% of Cisco’s overall global revenue.✔ Reduced application bugs by 30% through enhanced quality assurance program.✔ Leveraged standard automatic reporting platform to reduce manual cycles, reducing operational costs by $500K annually.

✔ Served as direct liaison to Fortune 500 customers; built quality relationships and trained staff on customer relations.✔ Managed projects with up to $100M impact.✔ Realized substantial cost savings while diversifying global portfolio.

✔ Monitored networks for Fortune 500 customers; served as main contact for highly sensitive (cancel threat) customers✔ Provided Tier 1-3 level support ✔ Utilized physical layer testing tools to fault isolate, test, and monitor physical & data link layer problems with Sprint internal fix agencies, account technical/management resources, local site customers and outside fix agencies, departments, and groups to assist in problem resolution.

✔ Developed and facilitated training sessions for office personnel on Unix based query management facility and proprietary OLAP application.✔ Provided on-going technical support in 5 field offices for a total of over 500 users on financial reporting applications.