Provide project/program management leadership and oversight of transformational initiatives for the Mass Markets Engineering, Construction and Operations organization. -Develop and execute project vision, strategy, and roadmap in alignment with business objectives, requirements, and expected results. -Partner with senior leaders across teams to frame, structure and prioritize solutions to drive operational efficiencies and performance, while enhancing employee satisfaction-Collaborate and ensure strategic consistency among multiple internal and external stakeholders from various roles, such as Engineering, Construction, Operations, Contract Administration, Procurement, Accounts Payable, Internal Audit/SOX Compliancy, IT, Suppliers, and Contractors. -Produce project/program outcomes including project research and evaluation, core team formation, schedule creation, risk assessment, business case creation, project status/jeopardy reports, process modeling and refinement, policy documentation, SLT recuring readouts, revised organizational structure, and post implementation review.

Primarily Focused on Enterprise Infrastructure Solutions (EIS) Transformation – Order and Notification Automation, EIS Portal enhancements, Product launches, GSA and Award Specific mandates, and Operational Readiness. -EIS Portal Automation Program; Roadmap Development; Program Acceleration and Execution Business POC.-Lead PM for EIS Leadership and ecosystem alignment and communication.-Provide recurring Automation program updates, VP / Executive readouts, KPIs.-System requirement gathering and prioritization, contributor to E2E process flow development and implementation.-Heavily involved in Automation PI planning activities (JIRA Capabilities / Features / User Stories fulfillment)-Service Delivery Transformation advocate; fosters foundational program alignment across IT, PD, BPI, Sales, etc.

Single point of contact for assigned customer or Professional Services projects which typically have a significant revenue scope, highly complex product needs or require significant project management due to the size of the organization. Applies a broad and deep understanding of technical concepts in conjunction with an understanding of the business to recommend strategy, advance technology and develop innovative solutions. Manages any interactions on the project from the customer order or contract signature through implementation to ensure highest levels of customer satisfaction. Establishes, tracks and maintains project schedules, manages internal organizations to meet customer dates and communicates weekly with all stakeholders. Escalates and follows up to identify and offer resolutions for customer issues with vendors and/or internal departments. Oversees the outside plant, procurement and logistics activities associated with projects to meet customer expected deployment and install dates. Responsible for ensuring the completion of any engineering and/or turnover activities and documents. Manages and tracks milestone completion for revenue recognition.

Owned driving development and execution of service improvement plans to support product & operational processes to decrease / eliminate loss of revenue. Accountable for managing complex projects. This included (but not limited to): o Planned and managed resources to execute projects or project components from inception to implementation.o Established project / team structures, reporting, and performance metrics.o Interpreted requirements, identified, and communicated project scope to ensure successful execution of program milestones.o Developed business test case scenarios and validated results.o Led project meetings involving customers, partners, and cross-functional teams.Contributed to the design and implementation of programs that ensured efficiency, reduced process complexity and operational costs.Provided functional guidance and direction to less-experienced project managers.Responsible for the development, implementation, administration and measurement of unified process methods and procedures that maximize Sales Effectiveness and Service Delivery. Collaborates with stakeholders and cross functional groups to identify process gaps and initiate process development plans to achieve dramatic improvements in critical measures of performance, such as cost, quality, service, and speed. Analyzes data and conducts in-depth interviews with subject matter experts to understand product, process and system functionality. Creates, defines, and updates process steps (Layer 4 & 5) and best practices. Drives acceptance of improvements and ensures measurements are tracked to certify effectiveness of change.

Conducted quality checks and audit reviews of customer transactions to ensure completeness and accuracy. Audits involved utilizing multiple unique and complex systems across hybrid networks to follow the order from pre-order submit to service activation and installation. Identified defects, determined root causes and initiated process improvements with partnering stakeholders to eliminate defects and improve quality of service, data integrity and customer satisfaction. Reviewed internal processes, procedures and functions to ensure products and services met business requirement standards.

Managed the day to day customer service related activities and staffing of the Tulsa Change Request team within Customer Operations. Worked to ensure that the all change requests were handled within a timely manner. Promoted open communications and pro-active customer communications and responses.

Developed, implemented and managed a BSP program for order entry activities and customer project management activities for the Customer Operations organization. This included managing over 30 offshore partners. Responsible for the day to day activities involving the Order Quality team for Customer Operations within the Business Markets Group. Worked to ensure that the Order Quality team operated effectively and efficiently to improve first past yield order validations resulting in improved overall customer experiences.

Level 3 Communications formerly Broadwing CommunicationsCoordinated the day to day operations of the Quality Control Services department. Reviewed the accuracy and validity of customer orders and ensured that all components where in compliance with the regulations in accordance to company standards, the SEC, Sarbanes-Oxley.

Level 3/ Broadwng Communications formerly Eclipse CommunicationsProvided ongoing customer support during pre and post service installation. Tracked pending customer installs and responded to questions from provisioning in regards to circuit design, project management, and customer test and turn up of services. Entered all new billing for completed circuits. Provided guidance and leadership to other technical administrators.