In my capacity as an Assistant Director, I am entrusted with the responsibility of spearheading the establishment and management of a PMO team and a Technology Review Board. My primary objective revolves around developing and executing strategies aimed at elevating service level agreements (SLAs) and enhancing change and problem management processes within the district. Through these initiatives, my goal is to work closely with the CTO to foster a culture of technology awareness and drive positive team success at KCPS.

Supervised voice and collaboration teams up to 12 resources. 24x7 Operations support of IT services for 327 facilities. Actively participated in change, problem solving and incident management to ensure SLA’s are met. Facilitated with other partners on projects and objectives in a planned and organized manner for the teams. Provided clear communication on approach, status, issues, and risks on regular basis to management. Key Contributions: Achieved financial approval on replacement of voice platforms with Avaya Cloud Office and Avaya contact center solution across the company with a saving of 5M in 5 years. This included vendor reviews, vendor contracts and development of business cases. Organized the implementation of the new Avaya Cloud Office voice platform including gathering requirements, programming, porting, and testing which successfully completed the 327 locations, including the cleanup efforts in identifying and disconnecting non-pertinent lines and circuits.

Project Manager (2018 – 2020)Managed multiple security projects that included Cyber Risk Management, Identity Access Management and Enterprise Architecture for clients and internal. Projects ranged from 15 hours to 6300 hours which included managed engagements from initiation to close. Coordinated weekly status calls and technical huddles. Created and maintained project plans. Responsible for monthly invoicing and managed project expenses. Supported the Sales Team with Statement of Works, MSAs and Change Orders. Key Contributions: Developed and led short term goals for the team and assigned team members. Delivered $250,000 project successfully that led to a $1,500,000 project in 2019/2020.

DST primary enterprise services contact for two Healthcare Solutions BU’s. Ensured positive and productive communications with BU's and IT executive management. Developed strategic business plans including operations, capacity, negotiated and scheduled successful service delivery and project managed BU solutions that included infrastructure, disaster recovery, private/public cloud and storage. Managed project prioritization, including resource allocation, and aided on business case development. Assisted in transformation/tech debt projects to obtained a 13M of savings in 3 years. Achieved total client satisfaction, problem escalation solving and managed BU expectations. Key Contributions:  Developed managed and forecasted budget for the BUs’ IT spend annual average $4M+.  Integrated with the BU’s to help with their project portfolio, resource demand and technology requirements. Planned, organized and managed the two day Tech Forum Conference for internal employee - 2016, 2017 and 2018.

DST primary enterprise services contact for two Healthcare Solutions BU’s. Ensured positive and productive communications with BU's and IT executive management. Developed strategic business plans including operations, capacity, negotiated and scheduled successful service delivery and project managed BU solutions that included infrastructure, disaster recovery, private/public cloud and storage. Managed project prioritization, including resource allocation, and aided on business case development. Assisted in transformation/tech debt projects to obtained a 13M of savings in 3 years. Achieved total client satisfaction, problem escalation solving and managed BU expectations. Key Contributions:  Developed, managed and forecasted budget for the BUs’ IT which had an annual average of $4M+.  Integrated with the BU’s to help with their project portfolio, resource demand and technology requirements. Planned, organized and managed the two day Tech Forum Conference for internal employees - 2016, 2017 and 2018.

Managed the migration of call centers to new ACD platform via voice solution Avaya. Supported the call center technology merger between Century Tel and Embarq. Developed training and process documentation. Participated in and evaluated the proposal for ACD solutions and made relevant recommendations to executive project team.Key Contributions: * Managed the migration of call center voice technology changes to meet new strategy seamlessly. * Identified all IT applications between both legacy companies and managed access for all users. * Participated in an RFI to review five vendors for a new ACD solution.

Earned promotion to Account Manager II role via excellent performance in previous position. Supported account executives and managers with projects, proposals, and presentations. Coordinated complex projects and developed specifications/requirements collaboratively with clients, consultants, and programmers. Provided customer, application, and training support for call centers. Identified opportunities for sharing technology across call centers. Supported a multitude of merger-related projects. Provided customer support for voice applications and training for call centers.Key Contributions: * Served as subject matter expert for all call center projects and all Business Units. * Managed budget on projects to engage IT for call center projects involving voice technology. * Provided monthly dashboard view of voice technology projects and prioritized among Business Units.

Gathered, identified, and designed call center technology applications. Refined processes and procedures for the call center technology applications. Developed training manuals and conducted training on applications. Project managed the migration of call centers to a new Aastra ACD platform. Evaluated and researched various technology solutions. Provided three-tiered technical support to the call centers supporting various hardware and software applications.Key Contributions: * Chosen to contribute to a group of four in the financial model for a $10M business case which was approved. Developed the model and PowerPoint slides which were presented to two other members. * Served as one of two project managers responsible for migrating LTD call centers to ACD platform. Gathered business requirements from Business Units, installing up to 40 call centers per year. * Mentored and led several entry-level project managers, overseeing project volume and prioritization for team.

Planned and executed projects with an emphasis on mitigating overall expenditures while meeting customer needs within set-forth timelines. Developed a website to improve communication with customers and associates. Improved the internal cost profile by identifying and implementing several cost-saving procedures. Participated in the writing of procedure manuals for National Telecom Group. Contributed to several simultaneous projects through completion.Key Contributions: * Contributed to several highly complex telecommunications projects in a leadership capacity. Included setting up VPN networks and FN lines with channel banks, projects were completed efficiently and on time. * Acquired basic web development skills while creating home page for internal team.

• Maintained corporate records: responsible for general ledger, accounts payable, accounts receivable, completed payroll, associate reports and taxes• Defended financial analysis of marketing and management decisions• Served as subsidiary cellular agent’s liaison; organized and maintained cellular equipment inventory and prepared industry reports