Responsible for orchestrating service delivery excellence, I prioritize building enduring relationships through effective communication and tailored services. My emphasis lies in deeply understanding client objectives to provide insightful strategic guidance, along with bespoke solutions that address their unique needs. As a steward of the company's service delivery vision, my mandate includes spearheading initiatives that nurture organic growth and expand our market presence. I lead by empowering a talented team, cultivating a culture grounded in service excellence, accountability, and perpetual enhancement. This commitment to excellence is pivotal in executing client-centric acquisition and retention tactics.• Strategizes and supervises the service delivery blueprint for the Technology, Media, and Telecom sectors, ensuring meticulous management of key accounts and the development of strategic partnerships. Improved service delivery compliance by 25%, leading to enhanced alignment with enterprise ambitions and market requisites.• Heads a multifaceted team, fostering an environment where distinction and responsibility are paramount. Achieved a 15% increase in client retention through innovative client growth strategies and a commitment to engagement and service quality.• Engages in interdisciplinary collaboration with marketing, product innovation, and client support divisions to refine service processes. This collaboration has been instrumental in achieving a 20% improvement in service delivery times and a 30% enhancement in customer satisfaction scores, contributing to a consistent trajectory of revenue growth and market proliferation.

As a Senior Director of Delivery, my focus was on driving client success and operational excellence across high-value portfolios of Fortune 500 enterprises. My role entailed the strategic implementation of customer success frameworks that were both scalable and customized to each client's distinct needs, ensuring peak satisfaction and continuous advancement towards their strategic objectives. I harnessed a comprehensive approach to enterprise and corporate application strategy that was in sync with the organization's long-term goals and the dynamic competitive landscape.• Strategize and execute customer success strategies, resulting in heightened client satisfaction and retention, directly impacting the company’s growth trajectory. Increased client satisfaction scores by 20% year-over-year through tailored engagement models.• Lead a team of over 400 professionals across diverse geographies, nurturing a culture of collaboration and innovation. Improved team efficiency by 30% through the implementation of agile methodologies and continuous skill development programs.• Direct full project lifecycle management, from inception through to post-implementation support, ensuring seamless execution and alignment with business needs. Accelerated project delivery timelines by 25%, enhancing customer value realization.• Enforce stringent adherence to industry regulations and compliance standards, significantly reducing risk exposure and fortifying data integrity. Achieved a 100% compliance rate across all enterprise applications within two years.• Drive extensive business transformation initiatives within areas such as Custom Applications, Packaged Corporate Applications, SaaS, Integration, Cloud, DevOps, and Quality Engineering, propelling the Enterprise Applications practice to achieve revenues exceeding $100M.• Manage Profit and Loss responsibilities for annual revenue streams of $50M, demonstrating robust financial acumen and strategic resource allocation.

Educational Testing Service (ETS), Princeton, NJ 2011 – 2012Technical Project Lead (TPL)Steered and orchestrated collaborative efforts across multiple initiatives to drive advancement of ETS Application Tracking system upgrade program. Fostered regular project status and planning meetings, monitored team members' progress in fulfilling designated tasks, and consistently provided upper management with weekly project status updates. Fostered collaboration with internal and external teams to define comprehensive project plans, schedules, and validate seamless process hand-offs. Upheld accountability for punctual and on-schedule completion of vital system development and data migration projects.• Led the creation and leadership of Architecture Review Board (ARB), tasked with strategically guiding organization's IT architecture to validate alignment with business goals and established standards.• Crafted and upheld comprehensive IT architecture framework and standards, serving as foundation that all projects and systems adhered to.• Evaluated and granted approval to project proposals, guaranteeing alignment with organization's strategic objectives and architectural principles.

Directed the global application lifecycle, overseeing the strategy and execution for the deployment and management of key corporate business applications. Leveraged a strategic approach with the Enterprise Shared Services team to ensure the streamlined operation and robust delivery of Commercial off the Shelf (COTS) ERP and Cloud Solutions (SaaS), including Oracle EBS, Salesforce, PeopleSoft, Hyperion, Jira, Microsoft, Kronos, Google, and Concur. Aligned technology solutions meticulously with global business strategies to drive enterprise efficiency and innovation.• Led the orchestration and deployment of an Application Rationalization program, achieving a 30% cost reduction in application expenses, optimizing resource utilization and budget allocation.• Spearheaded the management of a major Oracle EBS upgrade and migration project, which showcased project management acumen and deep technical knowledge, enhancing system reliability by 40% and user satisfaction by 25%.• Recipient of the esteemed Wyndham Count on Me award, acknowledging outstanding leadership and project oversight during a pivotal Salesforce upgrade, which improved customer interaction efficiency by 35% and sales productivity by 20%.

In a senior management role, I led the Information Security, Cloud, and SaaS divisions within a company specializing in sophisticated workforce and expense management solutions, catering to the unique demands of both commercial entities and public sector institutions. At CyberShift, a prominent provider of these solutions available via SaaS and conventional licensing, my leadership was instrumental.• Championed Information Security initiatives, implementing cutting-edge defenses to protect against evolving threats and ensuring service integrity for large-scale organizations, thereby boosting operational security posture.• Directed Cloud transformation projects, achieving a significant milestone with a 200% ROI through a strategic shift from on-premises physical servers to a scalable virtual server environment, optimizing cost and enhancing business agility.• Enforced stringent compliance controls across applications and infrastructure, leading the organization to full adherence with vital industry standards, including PCI/DSS, Sarbanes-Oxley, EU Safe Harbor, and SSAE 16, safeguarding data integrity and client trust.• Pioneered the adoption of Agile/Scrum frameworks within development teams, substantially increasing project delivery speed by 40% and fostering a culture of collaboration and adaptability in product development cycles.

In my leadership capacity, I spearheaded IT and Cloud Infrastructure services, while enforcing stringent Information Security protocols within the newly launched $60 million eCommerce Division of Online Resources, Inc. My strategic oversight was pivotal in scaling the division’s IT architecture, cloud services, and cybersecurity measures, directly supporting the company’s considerable revenue of $135 million.Implemented key Cybersecurity Frameworks to enhance the overall security posture, leading to a 50% reduction in vulnerability exploits within the first year of framework adoption.Ensured full PCI DSS compliance for all payment processing systems, securing sensitive credit card data across thousands of transactions and mitigating risk exposure.Upheld rigorous SAS 70 standards (now known as SSAE 18), contributing to enhanced trust and reliability in our service controls and data management practices.Maintained steadfast adherence to HIPAA regulations, ensuring the protection of personal health information, which fortified client confidence and compliance in our healthcare payment solutions.

As a strategic leader within the Card & Credit Services Division, my mandate was to revolutionize the Application Development framework for a firm offering specialized account presentation, payment, and client relationship management solutions. Renowned for its comprehensive services to banks, credit unions, card issuers, and payment acquirers, my role was to assemble and cultivate a dynamic team of 15 Application Development specialists.- Initiated a transformative Application Development strategy, aligning disjointed software development and quality assurance processes into a unified, efficient, and metrics-driven operation, enhancing workflow and product quality.- Recruited and led a specialized team of 15 professionals, fostering a culture of excellence and continuous improvement, which translated into a 40% increase in development efficiency and team productivity.- Achieved significant process optimization, resulting in a 25% reduction in development costs, while simultaneously improving cross-functional communication and expediting time-to-market for new software releases.- Delivered consistent, high-quality products to a diverse clientele, evidenced by a 30% uplift in client satisfaction scores and a reinforced market position due to enhanced service offerings.

As the manager of a Professional Services organization, I lead a team of 30 specialists within a company esteemed for delivering online self-service solutions to credit card issuers, boasting annual revenues of $15 million. My leadership spans across several critical areas including Project Management, Software Development, Quality Assurance, and Application Support.Direct a multifaceted team of 30 experts, ensuring peak performance and the delivery of high-quality online self-service solutions, integral to the company’s success in the competitive $15 million credit card solutions market.Steer Project Management initiatives, culminating in streamlined operations that have successfully shortened project delivery timelines by 20%, while maintaining rigorous quality standards.Oversee the Software Development lifecycle, from concept to deployment, employing agile methodologies to enhance product innovation and accelerate release cycles by 30%.Champion Quality Assurance practices, bolstering the reliability and user experience of our software solutions, contributing to a 15% improvement in customer satisfaction ratings.Lead Application Support strategies, optimizing system uptime and customer service, resulting in a 35% reduction in client-reported issues.Collaborate with executive management in the development and execution of proposals, actively contributing to the company’s strategic marketing plan and business development efforts

As a seasoned team manager, I led a specialized group of developers and testers in successfully validating critical Y2K updates for the PeopleSoft Financial system. This initiative ensured seamless transition into the new millennium, maintaining system integrity and business continuity.- Directed and coordinated a skilled team of IT professionals in the comprehensive validation of the PeopleSoft Financial system, ensuring full Y2K compliance with zero downtime or date-transition issues.- Implemented rigorous testing protocols, which effectively identified and resolved potential Y2K bugs, securing financial data integrity and system functionality across all user operations.

As a Development Lead, I delivered robust web application solutions for the Life Insurance industry, harnessing my expertise in ASP, JavaScript, and SQL Server Database technologies. My leadership was pivotal in driving project completion, ensuring deliverables were met with precision and aligning development initiatives with industry-specific requirements.- Pioneered the development of web applications tailored for the Life Insurance sector, utilizing ASP, JavaScript, and SQL Server Database to enhance user experience and streamline policy management processes.- Orchestrated cross-functional development teams, applying agile methodologies to shorten release cycles, which led to a 20% increase in project delivery efficiency and improved system performance.

Worked with highly classified sensitive compartmented information in support of the Unite States Naval Security Group, the Office of Naval Intelligence, and the National Command Authority. Dedicated CTR2 (SW) with proven expertise in signals analysis, electronic warfare, and intelligence gathering during service with the US Navy. Possess a strong foundation in operational security, tactical communications, and data analysis. Recognized for exceptional service and teamwork, I contributed to critical national security objectives and supported key military operations with actionable intelligence.- Conducted comprehensive signals analysis, leveraging advanced electronic systems and methodologies to interpret and report critical intelligence, directly supporting naval and joint operational missions.- Expertly maintained and operated sophisticated cryptographic equipment, ensuring secure communication channels and safeguarding classified information, resulting in enhanced mission security and operational readiness.- Collaborated effectively with cross-functional teams to execute surveillance and reconnaissance operations, contributing to the success of strategic initiatives and maintaining superior standards of information warfare excellence.