I am the Global Service Delivery Manager at Viasat (formerly RigNet), responsible for managing and resolving client issues and escalations for multiple global accounts that generate $8 million in annual revenue. I ensure that internal stakeholders execute tasks and escalations according to service agreements, driving cross-regional communication to deliver exceptional customer service. Utilizing my analytical skills, I identify opportunities for account growth and customer service improvements through the analysis of customer activities, bandwidth usage, incident history, and root cause analysis. I regularly present service management activities, including quarterly business reviews, to customers and upper management to keep them informed about service performance. I collaborate with account management, operations, and sales teams to ensure customer satisfaction is achieved and the business is growing. Through this work, I build lasting relationships with customers and stakeholders. I manage a portfolio of two global accounts with diverse product and service offerings, spanning across five continents and eight countries. I coordinate with three different departments (account management, operations, and sales) to ensure seamless delivery of services to global accounts. I oversee the management of 100+ incidents per month, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.

As a Program Manager, I possess the skills and knowledge to effectively manage complex accounts, deliver success, and prioritize customer satisfaction. I managed large-scale accounts in the energy and government sectors, providing exceptional telecom and networking services while prioritizing customer experience. Led high-performing teams and effectively resolved billing and financial issues, resulting in significant profit growth. Developed and implemented training programs, driving improved operational efficiency and cost savings. Demonstrated expertise in contracts, SLAs, and KPI tracking, ensuring financial accuracy and identifying sales opportunities. Notably, identified billing issues and financial allocation errors, leading to a 45% profit increase and a 70% gross margin improvement on assigned accounts. Developed a training program that recovered $2 million in revenue by enhancing operational processes and tool knowledge. Managed accounts worth $10 million in revenue, specializing in telecommunications services for the energy and government sectors. Influenced a new pricing structure, reducing labor rates by 15% and increasing profits by 20%. Conducted a comprehensive billing procedure review, identifying $31,000 in missed billing opportunities. Collaborated with account managers on contract reviews, uncovering multiple potential sales opportunities. These achievements contributed to a more streamlined and revenue-focused approach, supporting the overall success of the company.

Oversaw a high-level, multi-million-dollar government contract, leading the satellite optimization project for a strategic customer. Developed strong relationships with customers and stakeholders, promptly resolving any issues that arose. Ensured adherence to contractual obligations, schedules, costs, and performance requirements throughout the program life cycle. Implemented an effective escalation plan for timely and appropriate actions. Demonstrated expertise in managing proposals, quotes, change orders, and work orders for a mission-critical contract, enhancing my project management and stakeholder communication skills. Achieved a 20 MHz reduction in satellite bandwidth, resulting in a cost savings of $70,000. Successfully managed a $40 million government contract over 2 years, delivering all requirements on time and meeting contractual obligations. Received a perfect score in a customer survey, reflecting a commitment to excellence and dedication to client satisfaction.

My expertise encompassed various equipment such as VSAT, SCPC, iDirect, SeaTel, auto-deploy satellite antennas, and Cisco hardware. I played a vital role in the installation process, ensuring accurate configuration and alignment for optimal performance. I successfully tested and maintained satellite communications systems worldwide. Additionally, I troubleshooted and resolved technical issues, minimizing downtime and maximizing system uptime for a multinational corporation's global network of satellite communications systems. My excellent customer service and organizational skills, led to my promotion to Associate Project Manager.

Through my attention to detail, technical proficiency, and dedication to quality, I excelled in this role and contributed to the overall success of the organization. I was responsible for troubleshooting RF issues and configuring Cisco equipment to ensure seamless communication across the network. I promptly addressed any problems with RF components and worked closely with team members to complete projects within established timelines and meet client requirements. I continuously evaluated network performance and made suggestions for improvements when necessary. With my expertise in RF troubleshooting and Cisco equipment configurations, I played a key role in maintaining high network efficiency and meeting communication needs.

Assigned to NATO, I volunteered for multiple deployments, including missions in Kosovo and Afghanistan. During these deployments, I was entrusted with the role of Detachment Commander, overseeing a multi-million Euro communications system and leading a team of personnel. Through effective management and leadership, I ensured the successful operation of the complex system. With a Top Secret (TS/SCI) security clearance, I had access to classified information and sensitive data. As a member of the Military Intelligence Unit, I worked in a highly secure Sensitive Compartmented Information Facility (SCIF), strictly adhering to protocols and procedures to safeguard the information within the facility. Notable accomplishments include holding a Top Secret (TS/SCI) security clearance, receiving the Commandant's List and Leadership Award for the Basic Non-Commissioned Officer Course. Additionally, I developed and delivered training programs on satellite communication systems and procedures, ensuring consistent and effective use of equipment among a team of 20 military personnel deployed across multiple locations.