Direct the value delivery process for member-facing Federal Employee Program (FEP) Digital eXperience (DX) assets (portal & mobile apps). Responsibilities include, but are not limited to:• Directing all aspects of product management, including digital product vision, business case development, backlog management, requirements documentation, specifications, and product documentation.• Defining and managing product roadmaps that are aligned to meet the FEP member’s needs.• Collaborating with cross-functional teams, including Enterprise IT, to drive end-to-end digital product implementation and operational support of the FEP DX Program.• Ensuring security and compliance processes and standards are implemented and monitored within the digital ecosystem in accordance with BCBSA policies.• Overseeing all partner and vendor relationships to ensure high-quality service and cost effectiveness for the FEP DX Program including the day-to-day vendor management of services that support FEP’s online program, including website operations. This also includes contract management activities for RFP development and contract modifications; contract negotiation along with the review of vendor invoices.

Acted as Product Owner for the System Team to build and support agile development environments and collaborates with other Digital eXperience (DX) teams to implement and improve DevSecOps and the continuous delivery pipeline.Provided leadership, management, and oversight of managed hosting vendors and complete Proof of Concept activities for the DX Program.

Delivered increased value to the Federal Employee Program Digital eXperience in the areas of, accessibility, analytics, business intelligence, integrated communications, front and back-end process improvements, tool transformation, and member experience.• Championed SAFe transformation as the deployment Release Manager.• Assumed oversight, closed process gaps, and implemented guardrails to the MyBlue member portal front-end platform rewrite and web accessibility improvement project.

Led program management office for global Next Generation Voice over IP (NGN VoIP) infrastructure integration including requirements analysis, resource budgeting, software development, and service delivery. Employed Agile (SCRUM) & Waterfall methodologies of project management by leveraging the capabilities of both the Atlassian suite (Confluence & JIRA) and the Microsoft Office suite (Microsoft Project).• Managed up to 11 concurrent projects of various sizes and priorities using traditional waterfall methodologies in a global matrix managed environment.• Managed high visibility pilot projects for an Agile Transformation effort including; the development of internal processes, KPI dashboards, and transition best practices.• Managed the transition of 5 additional projects from waterfall to Agile methodologies including; the formation and empowerment of Scrum teams, the implementation of Agile ceremonies, the concept of Sprinting, and progress tracking via Kanban boards and Burndown charts.• Coached up (Executives) to educate and secure buy in for the paradigm shift required to succeed with agile methodologies. Coached across (Project Managers / Scrum Masters) on strategic and operational best practices for most efficiently and effectively managing projects in an interim hybrid and final pure Agile states. Coached down (Scrum Team) to empower teams to quickly adjust to self-organizing autonomy, to acclimate to more frequent feedback cycles and interactions, and to collectively focus on current sprint deliverables.• Selected by TIA Business Performance Community Leadership Council as co-secretary of Integrated Global Quality working group responsible for the TL9000 Quality Standard (an ICT specific extension of ISO 9001).

Owned metrics reporting/KPI dashboard program for Wireline Network Operations including executive support, trend analysis, and presentation of performance results. Led Business Continuity Planning & Emergency Management for 13 Network Operations Centers (NOC). Completed projects to drive business process improvements and strategic planning alignment. Chaired the QuEST Forum – Network Services Reliability & Benchmarking sub-team.• Developed on-line tool to drive 100% compliance globally to a critical KPI within 18 months.• Collapsed/returned functions of 10 NOCs to a single location overnight in response to a Labor Union work stoppage. • Developed and automated an emergency management event reporting system to provide executives with real-time network status.• Reduced administrative overhead by 60% providing automation and process optimization.• Authored MTRS & GSI measures for TL9000 measurement handbook (v5.0) and white papers.• Presented (Public Speaker/Technical Panelist/Panel Moderator) at QuEST Forum Best Practices conferences.

Provided Tier III support of Verizon Online (Dial/DSL/FIOS) individual account-based service issues. Liaised with internal (provisioning, billing, and service owners) and external (Yahoo and MSN/Live) stakeholders on behalf of the customer. • Assisted network security investigations, enforced business rules, and assured managed service quality.• Reduced MTTR from 24+ hours to < 4 hours, modifying coverage following a time series analysis.• Minimized escalations/improved quality, implementing high potential call center agents training.

Responsible for monitoring Verizon Online networks and services in a 24/7 center; including event documentation, notifications, escalation, bridge management, resolution and root cause analysis. Additionally I was responsible for writing ISO Documentation, reviewing and recommending surveillance tools, providing advanced networking/load balancing support and facilitating the execution of change management activities.• Received certificate of appreciation for efficiently and effectively resolving a high visibility email escalation issue.• Received certificate of appreciation for identifying and documenting an open security risk in the online email process.

Responsible for maintenance, monitoring and repair of all network equipment at a satellite location supporting East Coast RADIUS and DNS Services. Created and maintained all technical documentation and functioned as the vendor interface for this location.• Achieved 99.999% or better RADIUS availability as a result of designed system redundancies, efficient load balancing and strict adherence to customer focused change management principles.• Nominated for Verizon Excellence Award for on time and under budget delivery of the East Coast RADIUS consolidation project.

Managed the network design, load balancing and service migrations of all east coast RADIUS services from remote POPs to three centrally located load-balanced RADIUS farms.• Hired by the client at the completion of the contract.

Migrated multiple 200-1000 user LAN backbones from Ethernet to ATM. Completed pre-installation site visits, developed and documented the backbone network design and ordered all hardware for 20+ domestic and international locations (Road Warrior). Lead teams of installation engineers to complete the hardware installation and service migration.• Completed every upgrade faster than expected.

Migrated a 200+ user LAN from Banyan Blue Mail to MS Exchange. Documented the new operating environment and trained the local email administrators.• Received Certificate of Appreciation from USAID for completing the project early and with minimal end user interruption.

Completed the Congressionally mandated Y2K preparedness certification for NIH. Coordinated with multiple vendors to test, validate and remediate all equipment on a 500+ user LAN and stood-up an off-site disaster recovery facility.• Received Medal of Commendation from the United States President’s Council on Year 2000 Conversion.

Completed the cc:mail to MS Exchange (with Outlook) migration of a 2,000+ user WAN with 2 primary and 5 regional locations. Designed and delivered custom MS Outlook user and MS Exchange administrator training at 7 primary and 200+ Satellite locations (Road Warrior).• Completed migrations 1 month early and under budget.

Managed 20+ Call line technicians and 40+ Tier1 helpdesk technicians in support of dual 5,000+ user networks (Classified & Unclassified) in the DC Metro area. • Cleared backlog of 2000+ customer tickets in under 3 months and was promoted 3 times in 2 years.