Responsible for multi-year, multi-million dollar implementation projects for end-to-end AMI solutions at water, electric, and gas utilities,

Senior IT Program Manager in charge of key delivery contract that met critical needs of the Social Security Administration. Directly responsible for delivering all contractual requirements, tracking and reporting task progress, managing complex client and partner relationships, meeting financial performance and business growth targets, identifying and managing change, quality monitoring, process improvement, and hiring and developing staff.• Managed a large contract that provides three critical components of the new Citizen Access Routing Enterprise through 2020 Infrastructure as a Service solution: the physical transition of 39 SSA Answering Sites to the new solution, the training of 8,000+ SSA staff in the use of the new solution, and the implementation of a remote Help Desk that provides technical solution support to the SSA Headquarters and Answering Sites. Site transition and training was completed in 3 months with no delays and an overall training evaluation score of 4.8 out of 5. Total contract value to HP of $24 million over 8 years.• Led the proposal development, partnering with a major telecommunications corporation, to deliver a superior, cost competitive VoIP networked call management solution (cloud-based service) proposal to SSA. Named as key personnel that was critical to award of $250+ million CARE through 2020 contract.

Promoted to Operations Manager in charge of several IT service delivery contracts with the U.S. Social Security Administration.• Directed ongoing technical Help Desk support functions for the Call Center Networked Solution platform, including new business development and implementation services, training, and change management. TCV to HP of $45 million over 13 years.• Developed and managed plan to migrate 44 SSA Answering Sites, staffed by more than 10,000 agents receiving more than 200,000 calls daily, to the CCNS platform. All sites were transitioned in 6 months. At the peak of activities, 12 call centers were transitioning at the same time, without a disruption in service to the public.• Managed proposal development for migration and technical integration of networked automated call distribution technologies for all SSA call centers; instrumental in award of the CCNS joint contract to EDS and a major telecommunications provider, with an overall contract value of $140 million.• Oversaw three contracts that implemented unique audio-visual solutions for the SSA Kansas City Regional Center. Responsible for proposal development that led to the contract awards and remote management of all on-site work. SSA was so pleased with the price/performance of first phase work that they specifically requested EDS to bid on the second and third phases. Overall contract values of $900,000 over 2-½ years.

Played an instrumental role in development of an add-on business proposal to the United States Postal Service contract valued at $26 million. Following contract award, initiated and managed a 7½-month, $2.2 million part of the contract delivering e-business security consulting.• Presented gap analysis identifying strategies and funding requirements to build a sound security infrastructure addressing network security (vulnerability testing and assessments), platform security (server hardening and host-based intrusion detection), and application security (CIRT implementation).• Led 7½-month pilot project utilizing 43 computer security professionals, directing development and implementation of the e-business security strategy for external-facing internet servers. Coordinated development of client’s security capability business plan to secure funds for the the full 3-year program.

Invited to return and rehired by EDS to plan and manage the start up and operation of a large-scale, multi-tiered technical help desk for the United States Postal Service. Directed a staff of team leaders and more than 330 personnel with an annual $34 million budget. Achieved all delivery and financial goals.• Consulted with clients, assessed needs, and defined requirements; created an operational and administrative infrastructure that won the maximum contract award fee every quarter based on achievement of all help desk project timelines, budgets, and performance goals. • Developed a fully functional multi-tiered help desk that successfully provided top notch remote support for customized NT-based applications and COTS products operating on a very large NT network infrastructure, with 8,000+ servers.• Guided the recruitment and hiring of 100+ 2nd and 3rd level technical staff members; created and implemented a behavioral interviewing profile that facilitated the rapid identification of critical candidate qualifications and optimized employee retention rates.• Directed the daily functioning of the 24x7x365 operation and maintained an excellent 96% problem resolution rate and minimal 5.2% abandon rate on more than 37,000 calls monthly.• Attained optimal levels of staff productivity and efficiency, consistently surpassing average call time goals by 62% while maintaining a 4.7 out of 5.0 customer satisfaction rating.

Recruited as a senior-level consultant with this 48-branch IT consulting organization serving diverse customers nationwide. Performed as a Project Manager and Team Leader on multiple short to long-term engagements for clients that included Nortel, AT&T, and IBM. Led teams of software design engineers and consultants.• Directed the enhancement and maintenance of a real-time telephony switch billing media converter application as well as the upgrade and implementation of a bisynchronous interface that improved the collection of switch billing data.• Co-developed professional project management training courseware designed to acclimate the client’s project managers with the critical tools and techniques for managing software development projects using a standard development methodology.• Managed the development of an integrated voluntary insurance administration and billing system using a sophisticated client/server architecture.