Responsible for ensuring that services are being seamlessly delivered to Evergreen’s clients, demonstrating strong program and project management skills to effectively manage the end-to-end delivery of major complex initiatives to achieve business outcomes. This includes, but not limited to, leading project teams, rectifying reliability issues, monitoring progress, tracking KPI’s and/or SLA’s, driving continuous improvement and managing budgets.• Oversee the end-to-end delivery of managed services to client, ensuring SLA’s/KPI’s are met or exceeded. Focus service areas includes but not limited to IT Service Management, Digital Asset Management, and Infrastructure Support.• Build and maintain strong relationships with key clients, acting as the primary point of contact for service-related issues and escalations. Always striving to be a trusted business partner and just a vendor.• Lead and mentor a technical staff, fostering a culture of excellence and continuous improvement.• Monitor service delivery performance metrics, analyze data, and implement strategies to improve service quality and efficiency.• Identify opportunities for process enhancements and implement best practices to optimize service delivery.• Oversee the resolution of major incidents and problems, ensuring timely and effective solutions.• Prepare and presented regular service delivery reports to senior management and clients, highlighting performance, trends, and areas of improvement.• Manage the service delivery budget, ensuring costs-effective operations while maintaining high service standards.• Ensure all service delivery activities complied with industry standards, regulations and company policies.

Spearhead the formulation and implementation of delivery strategies within the Customer Experience practice, encompassing IT Service Management, Customer Contact Centers, Operational Support and Digital Asset Lifecycle. Championing the establishment of clear goals for team members, infusing innovative thought leadership, and steering the delivery of top-tier services. Cultivate strong collaborations with internal Sales, Solution Architecture, and back-office teams, and unite these efforts with our client stakeholders to ensure smooth and efficient contract delivery. Perform business management (revenue and margin forecasting and actuals), personnel management (hiring, development, and utilization) and customer satisfaction.▪️ Build and lead a team of skilled service delivery professionals, including providing guidance, coaching, and setting clear short and long-range objectives to ensure their alignment with success metrics and ongoing enhancement.▪️ Vigilantly monitored program adherence to contractual obligations, including SLA’s, governance, revenue benchmarks, and staffing levels.▪️ Serve as principal liaison for customer concerns, collaborating with internal teams to devise resolution strategies.▪️ Proactively address impediments to service delivery, fostering program innovation, and contributed to new business development by sharing expertise, success narratives, and live operational data.▪️ Actively managing and driving business growth of over 20 programs, amassing a collective contract value in excess of $100M across diverse sectors like healthcare, legal, tech, retail, financial, and entertainment comprised of several Fortune 500 companies.

Insight Global’s Managed Services Division (“MSD”) specializes in deliverables based services and solutions for Fortune 1000 clients. We offer unmatched service quality through our Center of Excellence (“CoE”), leveraging our team of Solutions Architects, Technical SME’s, Practice Directors and onsite Service Delivery Executives. ▪️Responsible for designing innovative solutions to business issues and for overseeing the implementation of the solutions through direct involvement and working with account team, leadership and operations staff. ▪️Responsible for leading multiple complex and high-priority projects. Works closely with project management, finance and leadership to scope, estimate, deliver customer proposals as well as provide overall technical guidance for assigned solutions/opportunities.▪️Analyzes existing customer systems and process and provides input on ways to improve these processes and system infrastructure. ▪️Provide detailed documentation for implemented solutions and transfer necessary knowledge to project management team to allow for operational and on-going support.

Varian Medical Systems is the world’s leading manufacturer of medical devices and software for cancer treatment. Reports to the Director of Global End User Computing and Site Support, directing a team comprised of 2 Managers, 18 Administrators, and 6 Engineers for technical infrastructure and operational support for 13 site locations across the US, Canada and Brazil. ▪️Served as the IT Business Relations Manager to facilitate strategy development in collaboration with key stakeholders; deployed global architecture, engineering, and PMO support to enhance end-user technologies.▪️Orchestrated a reorg to establish the Ops and Engineering teams project alignment; cultivated cross-functional synergy across a 15 site Americas Region utilizing ServiceNow ITSM tools; improved operational efficiency by 30% and SLA’s by 96% for incidents and requests. ▪️Assembled a team of PM’s, Technology, HR, and M&A knowledge experts to execute a “playbook” outlining strategies for the integration of IT systems to onboard new employees; produced training materials and videos to enhance planning and execution for the M&A team. ▪️Organized an advisory board consisting of 3 VP’s across multiple business units for quarterly reviews to define IT processes, business strategies, roadmaps, and collaborate on solutions to improve user technologies to meet or exceed organizational objectives. ▪️Guided procedures to support the IT department through establishing vendor relations, budget management, and maintaining a quarterly reporting metrics to achieve financial targets.▪️Authored a Digital Transformation design providing a comprehensive solution to manage PC's through the implementation of Microsoft Intune and Autopilot in a Windows 10 environment, efforts lead to a true Out-of-Box Experience (OOBE).▪️Introduced a best-approach strategy for device lifecycle management leveraging ServiceNow to standardize the hardware asset tracking program across the infrastructure framework.

Gulfstream Aerospace Corporation, a wholly-owned subsidiary of General Dynamics that designs, develops, manufactures, and services the world’s most technologically advanced business-jet aircraft. Reported to the Director of IT Infrastructure, led 7 direct and 75 indirect resources with oversight of service and program management, roadmap strategies, architecture, delivery and operations infrastructure initiatives. ▪️Provided full-cycle program management of Mobility, Messaging/Collaboration migrations (Outlook/Office365, Lotus Notes), Citrix virtual computing, Desktop (PC and Mac), Digital Signage, Print Operations, IT Business Office and shipping/receiving within the hardware environment for primary and secondary data centers.▪️Spearheaded the strategy to improve cellular service for corporate offices and surrounding areas as part of a Digital Transformation Project; partnered with AT&T and Verizon to capture performance data and optimize service for Gulfstream employees, creating an increase in 4G/LTE capability by 100% within 6 months. ▪️Regulated the iOS-centric mobile environment for over 9,000 devices globally with the implementation of AirWatch Mobile Device Management (MDM) to facilitate a growth rate of 18x over three years. ▪️Oversaw the global Citrix virtual desktop and application services, including a full technology refresh and consolidation of the production and disaster recovery data centers; improved performance and stability of business-critical applications.

Planned, organized and managed company and contractor/supplier resource tasks to meet assigned program operational goals for the High-Performance Computing (HPC) Center of Excellence (CoE), including service delivery, cost and schedule milestones utilizing SDLC methodology.▪️Developed and managed the required annual program master and integrated schedules for operational and project deliverables to enable efficiencies and improve daily processes to meet customer requirements. ▪️Coordinated preparation of proposals, bill of materials, cost estimates, scope of work, procurement and purchasing activities to achieve financial targets and provide cost-savings; briefed President, VP, Senior management and Stakeholders on milestones and cost/benefit analysis. ▪️Led the build-out and standardization of data centers to meet current and future requirements of the HPC CoE; immersed in program management resolution of engineering data center maintenance and upgrades in Linux computing technologies for all facilities.

Provided program and project management leadership for several high profile domestic and international projects to improve enterprise level applications and hardware adhering to standard PMBOK, PMI, and SDLC methodologies; created new processes and procedures to ensure communication, expectations, and deliverables were achieved. ▪️Partnered with the PMO and Infrastructure Directors to assemble SMEs and managers to create a master project list, identified interdependencies, and organized data to present to the PMO and stakeholders for infrastructure initiatives and roadmaps; established a Project Management framework to create visibility and align congruent projects.▪️Program Manager for two new Data Center facilities where scope included server/storage migrations with consolidations to new platforms, core network redesign, CMDB discovery and business continuity capabilities.▪️Lead tecnica implementation for two international Service Centers - Beijing, China and Sorocaba, Brazil.▪️Directed a large-scale SAP implementation project through the development, test, and production servers collaborating with a team of architects; completed objective within 2 weeks on time and under budget requirements.