• Part of Account Transition Team that is establishing an MSI / SIAM Program for the Defense Health Agency (DHA) globally.• Assisting DHA with full transition implementation from legacy systems to ServiceNow. • Understand and actively collaborate with project teams and DHA on business direction, IT strategy, current/future service demands.• Manage customer satisfaction issues and analyze and understand customer feedback and facilitate actions to mitigate those issues.• Fully understand IT ecosystem services, catalog, support organization, and delivery processes. Effectively and efficiently navigate across all suppliers. Build relationships and familiarity with supplier representatives and organization to facilitate effective collaboration and escalation management. Understand impact and raise awareness of enterprise programs that affect the customer.

•Serve as client advocate for Bayer Corporation •Manage the client’s risk by a continual evaluation of processes, people, technology upgrades, methods and procedures, governance compliance and change controls.•Stay connected with client and ensure full understanding of current/future project demand and opportunities.•Assist team members to communicate requests through internal and external channels on their critical applications and systems. •Understand the customer’s business goals, objectives, and IT needs across all services.•Develop and implement strategic initiatives to ensure client success and meet client needs.•Maintain full knowledge of projects in the local business pipeline, including importance from the customer’s view (key dependencies, dates, stakeholders).•Liaise between internal organizations and external vendors including PMO, subject matter experts and C level stake holders while maintaining and developing client relationships.

• Serve as advocate for State of Georgia Technology Authorities customer agencies• Manage and build the relationships of Georgia State Agencies• Engage in customer and partner management• Lead and contribute to applicable governance meetings• Ensure that appropriate services and capacities are developed to meet State agency needs• Understand agency’s business goals, objectives, and IT needs across all State of Georgia services• Provide a clear escalation path for agencies and navigate across all contracted vendors• Manage monthly Agency Business Performance Reviews, including performance, planning, projects, and operations• Maintain comprehensive knowledge of projects in the Agency pipeline including Agencies goals (key dependencies, dates, stakeholders)• Monitor and understand SLA performance and trending to ensure agency success • Coordinate Agency satisfaction issues – analyze and understand customer feedback and facilitate actions to mitigate any issues• Understand the Agency’s business goals, IT strategy, and current/future service requirements• Facilitate technology planning and technology implementation activities across the agency• Schedule monthly product strategy and development meetings • Ongoing evaluation of products and services to ensure the client is meeting its objectives• Assigned clients include Department of Public Health, Department of Revenue and Regional State Health Departments throughout the state of Georgia and the State Accounting Office

• Manage projects for large business customers (Bank of America, CVS, PNC Bank, JP Morgan Chase…)• Responsible for comprehensive customer service• Collaborate with sales, network, operations, and affiliates to ensure a timely and successful IPFLEX project (AT&T customized product). • Customer point of contact for service issues• Oversee the implementation of customer projects, working with internal and external teams as necessary.• Ongoing communication with customers to ensure needed network changes are identified • Leading project meetings with customer, AT&T teams and affiliates to ensure the correct solution delivery • Interact with customers external and internal to develop and maintains positive customer relations• Accountable for resolving customer issues to ensure customer satisfaction on a 24 x 7 basis• Escalate as necessary to expeditiously resolve customer and/or internal challenges • Resolve issues and engage key stakeholders as necessary• Communication updates and project status to customer and internal management• Maintain and revise existing support practices to continually improve operational efficiencies.• Oversee the implementation of customer project, and provision the new service• Manage the project across applicable Centers of Excellence

Manage projects with operational focus to lead launch of new Internet Protocol (IP) products in existing Business markets, as well as enhancements to existing products and processes for product portfolio consistently in excess of $100M+ in annual revenue. Subject matter expert to design custom solutions for strategic customer accounts resulting in additional annual revenue growth.

Responsible for project teams to implement products for strategic business customers, Created and implemented initiatives to reduce intervals and significantly improve customer satisfaction. Responsible for project implementation across the client network, back out strategy, and process improvement initiatives that enhance the overall client experience.

Provided ongoing direction/coaching to support sales account executives, network sales engineers, and project managers. Subject Matter Expertise to Operations Support System developments and enhancements. Maintained customer contact during implementation, to accommodate process changes, enhancements and product offerings.

Implemented new BellSouth Internet Services, managed customer accounts and implementation expectations.