Introduced improved workflow strategies (replacing legacy workflows) via structured task routing, task enrichment alignment, workgroup standardization, and process optimization while overseeing the program schedule, user testing procedures, and launch processes, leading to an improvement in efficiency.Launched a concept of task blocks and resolution tasks to identify workflow or process gaps and utilized collected data to create targeted improvement plans for key workflow challenges.Developed consolidated and accessible SharePoint resources with training videos and monthly release details to ensure clear and detailed communication among cross-functional teams.Recently, headed the Date Management program, ensuring customer committed dates were established based on network capability and performance analytics.Partnered with reporting teams to develop tools to manage work-in-progress orders, such as scorecards that summarized task data focusing on throughput, interval, and commitments met and utilized data to determine problem areas and service improvement plans.Initiated the initial development of customer education videos (Lumen & You) aimed at educating customers on the implementation process for effective and clear onboarding.Directed the Digital Enterprise Communication Program using Salesforce and Lumen Portal to enhance internal and external communications, gather order details, and automate order detail presentations.Spearheaded efforts to revamp external customer self-scheduling capabilities for coordinated activations and field dispatches, with a goal to simplify use and provide on-demand support for Plug-and-Play orders.

Established the Order Management Team for Wave, Ethernet, and IP/VPN orders and developed product playbooks that contributed to the reduction of ONNET intervals by 20%, and improved meeting customer due dates by 20% from 2018 to 2019.Implemented real-time collaboration tools with on-site vendors and testing teams using Microsoft Teams, removing the need for formal internal scheduling requests.Revitalized a major Walmart project by prioritizing customer readiness, enhancing reporting, streamlining dispatching, and developing best practices for implementation in other large-scale initiatives.Created Power BI dashboards and enhanced customer order form tools to consolidate key information and improve order management processes.Introduced parallel provisioning for waves and worked with IT to re-map system workflows that improve wave intervals by up to 5 business days. Created a new system and policy for customer early acceptance to generate revenue sooner and trained Process teams to implement customer-facing letters as part of the digital experience for customer readiness.Received the Outstanding Service Provider award in 2018 for efforts related to wave performance.

Designed and led the monthly VP Operations Reviews program, focusing on delivering key metrics, root cause analytics, and improvement plans to executive leadership teams for high-level decision making.Developed and led the Daily Top Revenue Call for North America Operations, consolidating reports from multiple systems and establishing a standard cadence to help drive accountability and revenue.Conducted local field training for the Service Delivery organization across North America, training 300 employees in diverse markets.Established a robust training program based on product knowledge, systems, and processes, prioritizing customer readiness and communication.Selected by the VP to lead a nationwide project for Starbucks involving installation, grooming, and activation of service at over 2k sites.

Managed a team of 15 field technicians in the Denver Metro Area, overseeing a network of over 200 ONNET sites, 2 large data centers, and 7 large metro hubs.Successfully maintained high on-time performance metrics for network orders (95%) and customer orders (98%), while efficiently addressing outages and troubleshooting tickets.Served as the Field Lead to develop the Field Services training plan for over 1k Technicians, OSP Engineers, Operations Engineers, Design Engineers, and Managers, which involved creating storyboards and coordinating filming to communicate clear installation instruction for the new technology (Huawei, Lucent).Established a Sales and Field Services Sales Alignment plan that included new hire gateway tours, product training, field ride-alongs, order review meetings, and strategic planning sessions.

Managed metro transport network projects in Denver, LA, and Phoenix that provided the core network capacity for all RF sites by overseeing all planning, design, construction, and commissioning processes.Served as the Geographic Project Manager for Core Augments, coordinating all planning, engineering, procurement, installation, and commissioning efforts.Acted as the lead Project Manager for Substantial Service, a nationwide project to turn up over 850 RF sites via MPLS circuits that routed back to 6 core locations, by developing a construction guide in collaboration with construction vendors and job aids for carriers delivering transport circuits.

Promoted to Manager Field Services, overseeing and supervising 6 employees, including Tactical Regional Project Managers (Work Force Management), Environmental Compliance Team, and Finance Teams.

Served as the Field Services Lead for the integration of Content and Media, creating installation guides, process workflow tools, and infrastructure and installation kits.Selected as the Operations PM Lead for the deployment of next-generation transport longhaul and for product enablement into Canada. Worked cross-functionally with all of Operations.Enhanced the kit concepts to apply to large nationwide projects corporate-wide and developed training sessions and tours of Denver Gateway (Data Center) to all teams at Level 3.Created a virtual tour of Level 3 Data Center to improve accessibility.Led the OSP Fiber network mapping project, where all legacy OSP fiber was mapped out into a common fiber system.Assisted in project managing the legacy company inventory conversion program.Planned space, power (AC, DC), cooling, and infrastructure for all Phase II Data Centers (50+) as well as Inter-City hut designs.Created Facilities Capital Estimating Tool in 2002, resulting in 30% reductions in overall costs.Helped create and maintain the colocation worksheet used by Sales Engineers to capture customer requirements for colocation.Designed Facilities Entrance/Exit criteria forms for hand-offs between Planning, Engineering, and Implementation.Developed the work order directory structure on the shared drive to save site and job-specific information in an organized fashion.Selected as Facilities Planning Lead for large Metro Colo Center Build-outs in Atlanta, Chicago, Denver, NYC, and Sunny.

Successfully developed capacity triggers based on capacity utilization, augment size, and costs, as well as standard intervals.Created internal entrance criteria forms for implementing capacity augments, which were handed off to Deployment and Procurement.Provided short-term and long-term forecasting to electronics vendors, and collaborated with them to prepare detailed installation documentation.Played a key role in developing the initial transport provisioning guides.

Led the network program schedule for Level 3's first 15 Data Centers as a Program Manager Lead.Managed the schedule for Data Center buildouts, leased transport networks, electronics, and infrastructure.Worked with leased transport providers for initial test and turn-up process and documentation.

Planned and oversaw the development of the Metro network in Minnesota.Designed and implemented the Central Office Engineering.Managed the Metro Outside Plant and Metro Transport Electronics.