Lead delivery for Digital Workplace Services for our Energy, Utilities and Public Sector customers as well as our Service Excellence portfolio of services within Digital Workplace.

I lead a multi-functional center of excellence team of professionals that spans our global digital workplace footprint.

Lead our Service Excellence practice covering Digital workplace tools support, analytics, customer experience, automation, best practices & standardization and SWAT/CSI programs.

Leading new major customer transitions from the identification & development of new leadership teams through successful launch and delivery of our services.

Leading the delivery of Unisys services for a major global customer.

Operations lead of the Unisys Global Managed Services Centers, which provides Service Desk support to fortune 500 companies and global governmental organizations.I have responsibility for end to end performance, quality and delivery productivity and optimization.

Global leader responsible for delivery excellence throughout our multiple regional call centers this included customer experience, service level attainment of >98% as well as best in class/industry productivity.

Lead a professional consulting/implementation team focused on standing up outsourced IT services for public sector and commercial clients (Service Desk/Call Center, Asset Management, Systems Management). Inclusive of consulting, assessment, design, costing/pricing, project management and transition to operation/service delivery.

Lead a professional consulting/implementation team focused on standing up outsourced IT services for public sector and commercial clients (Service Desk/Call Center, Asset Management, Systems Management). Inclusive of consulting, assessment, design, costing/pricing, project management and transition to operation/service delivery.

Lead a North America based Service Management team - a team of client liaisons representing the services delivered by the Unisys' Service Support organizations. Managed 50+ contracts (public and private sector, mom & pop to Fortune 100) – having full end-to-end responsibilities for service delivery, improvement, financial (P&L), service level management. My oversight included teams delivering within the ITIL functions & processes for Service Desk, Incident & Problem Management. Maintained responsibility for solution sign-off during the pre-sales, renewal and up sell for solutions that offered Service Desk.

Supported account teams in driving new business, developing account penetration strategies and achieve the revenue and profit targets. Provided a primary point of contact from sales initiation through service delivery. This position required expertise in the setup and delivery of Service Desk and Call Center operations and the inter-relationship with the remaining Unisys IT outsourcing services (field services/deskside support, asset management, remote network monitoring, data center, etc.). Developed and maintained a strong working relationship with the Sales Executives, Engagement Mgmt, Pre-sales consultants, and other internal Unisys Teams. Built and maintained a network of partner relationships. Tracked sales forecasts to ensure clear understanding of growth projections. This position required innovative thinking, thought leadership, strong problem solving skills, exceptional interpersonal skills with a customer orientation and leadership qualities.

Managed our frontline support team for the Service Desk and Call Reception Center for North America (approx. 350 employees). Had ownership for the multiple tiers that provided support for our commercial and public sector accounts within the Service Center based in Austin. Highlighted Areas of Responsibility:> Leadership of entry level and skilled technical phone agents & staff> Maintained Quality Assurance team> Global leadership involvement for service consistency

Performed as the primary management liaison within the Service Desk for our Fortune 500 & mid-range customers and program management teams. Responsibilities included service standup, on-going operation management (P&L through SLA performance) and consistent program improvement through problem management. This position required expertise of IT operations, excellent interpersonal skills, executive presences and exemplary project management skills.