Lead a Team that supports City of San Jose's digital transformation to provide residents with self-service channels for requesting services through a mobile and web app. Ecosystem includes Cloud CRM, Work Order systems, Machine Language Translation, Analytics, and Virtual Agent technology.Team's goal is to provide an inclusive experience to Residents and is passionate about developing services with a focus on accessibility, equity, and easing barriers for underserved portions of our community.

Leads a Professional Services team responsible for helping Clients with smart business solutions and services that follow IT trends such as cloud computing, analytics, enterprise mobility and security. • Improved organization efficiency by designing and implementing company-wide process to increase accountability and predictability of project requests, from cradle to grave• Worked on New Product Introduction (NPI) that increase company services portfolio and opportunities to increase revenue.• Lead Technical teams to create competitive Statement of Works (SOW) and responses to Request for Proposals (RFP), ensuring balance between cost and quality• People Manager of a high-performance team tasked to deliver quality Networking, Virtualization, Security services while keeping certifications current.

Leader of a team of Service Delivery Managers responsible for delivering $28M/year of Cloud services. Responsible for ensuring that a culture of service management excellence, based on ITIL framework, is developed and maintained within the team• Improved service quality of strategic clients by 40%, by leading global multifunctional teams of Account Management, Operations, and Product to identify, prioritize and address Customer issues, resulting in increased revenue• Implemented company strategic plans by building a high-performance team from the ground up, hiring, and training Service Delivery Managers, and creating processes to clearly define roles and responsibilities across multiple teams • Reduced Client satisfaction issues, during major incidents, by working as critical situation manager and escalation point of contact, for all cloud services in Americas• Improved contract adherence, and ability to meet SLAs by creating service improvement plans and leading responsible cross functional teams to address operational issues

Trusted Program Mgr. delivered 3 of 5 largest IT programs critical to enable significant business benefits. End to End Project Life Cycle (PLC) process champion and trainer• Increased revenue by $4M by implementing new CRM Salesforce Sales tools with Oracle ERP integration to expedite Quotations processes, reduce inventory costs and improve Customer satisfaction. Project utilized Agile and waterfall frameworks and included Customer data synchronization to minimize customers and contacts data duplication• Expanded revenue by $6M over 2 years by monetizing Technical support and improving Client experience through SCRUM implementation of Salesforce Case management, giving Support personnel and Clients the ability to manage cases from beginning to end• Increased PMO PM Team productivity by 30%, on critical PLC phases, by developing, documenting and implementing Software Development process improvements• Generated savings of $3M by leading IT Team on outsourcing worldwide repair services. Program improved turnaround times and moved from fix toward flexible costs basis.• Improved resource, financial, and schedule management by utilizing PMP framework and business productivity tools, including Microsoft Office and reporting tools

• Taught the essential elements of project management, best practices, MS Project, and prepared students for the PMI Certification Exam.• Guest Speaker in Project Management and Governance for an Inter-American Development Bank program in Lima, Peru.

• Reduced operational costs in $4M by consolidating several Intellectual Property applications and DB’s into one global state-of-the-art system.• Improved Team efficiency by providing governance, procedures, and structure to a team composed of Vendors, Business and IT resources. • Liaison between the Business, Vendor and IT organizations

Worked in a team responsible for migrating 18,000 users to Google cloud. Solution included: email, calendar, documents, instant messages, phone, and websites.

Led a team of 10 Project Managers in planning, executing, monitoring, and supporting testing for a global Oracle ERP implementation. Project was part of the largest ERP initiative that Sun had ever undertaken to replace 200 applications.

Global Service Alliance Operations: Managed day-to-day operations between Sun, Cisco, BEA, Siebel, CA and BMC. Responsible for strengthening and expanding Partners’ relationship as well as improving Customer loyalty by providing an escalation point for interoperability issues escalated by Premium Customers, Partners, and post-sales teams.