Lisa Capps Email and Phone Number

Lisa CappsAs a forward-thinking program manager, I am a project leader and problem-solver who grasps the big picture while never losing sight of the details. I channel my love of fixing things into network incident resolution and root cause analysis. With intricate knowledge of Cisco routers and switches, firewalls, ServiceNow, and ITIL at my fingertips, I implement solid processes to prevent problem recurrence. MY PROFESSIONAL PROMISEI position myself as my customers’ partner and advocate. I look at my customers’ technologies and goals from a high-level perspective and find improvement opportunities to minimize outages and deliver updates quickly and seamlessly. In reviewing metrics, I understand how and when to add capacity. I build trust and loyal relationships with client representatives by maintaining transparent communications.Collaborating with engineers, I manage configuration change initiatives and implement new switches. Thanks to my client experience, I am accustomed to completing such projects in a heavily regulated environment in an Agile-adjacent environment. MY ROAD TO SUCCESSFrom 2012 through early 2024, I supported a single client, overseeing a global network with up to 6,000 end users. I’d been managing network integration projects for multiple clients and wanted a change; out of the blue, a manager came to me and offered me the Lead Technical Business Manager position. It was awesome to be sought out because of my capabilities! Across these 12 years, I navigated numerous changes in my client’s leadership and direction. Different managers had different ideas about what they wanted from their networks. Sometimes I had to bring new leadership up to speed on networking technologies and projects in process. AT&T changed vendors as well, so I built and managed new relationships. Thanks to this experience, I adapt to change extremely easily.TOP SUCCESSES ✬ Updated service processes, vastly reducing outage issues and human errors by adding dual sign-off for engineering changes and implementing a change checklist.✬ Frequently stepped in to lower the temperature of a troubleshooting meeting, ask meaningful questions, and approach problems methodically, delivering swift and effective resolutions. ✬ Took over comprehensive service delivery management for a Fortune 100 account in 2024, quickly built connections, and initiated projects to alleviate client leadership’s pain points.✬ Expanded my responsibilities over time and advanced into senior-level project manager and technical leadership roles.