With full accountability for steering high-profile, complex projects from inception to delivery, I am recognized as a Subject Matter Expert (SME) for Contact Center processes and technology including Salesforce, Vlocity, and Oracle Customer Care and Billing (CC&B). My role involves conducting cost-benefit analyses, assessing project feasibility, and presenting justifications to secure approval from senior decision-makers. I define the scope, schedule, objectives, and workflow plans, assemble project teams, identify and mitigate risks, and ensure alignment with project goals. Additionally, I manage stakeholder expectations, oversee deliverables, and resolve problems effectively.

Managed teams performing IT technical infrastructure design and implementation, including communication platforms for SCADA, EMS, fiber, and other technologies. Supervised project management associates (PMAs), ensuring the delivery of quality work aligned with project schedules and requirements. Conducted regular team performance evaluations and provided constructive feedback. Communicated with sponsors, facilitated project reviews, and obtained final acceptance and approval.

As an Adjunct Professor at Fresno Pacific University, I design and facilitate courses across various business and management subjects, integrating real-world practices and quality management systems to offer students practical, applicable knowledge. I ensure all curriculum aligns with industry standards and employer expectations, preparing students for successful careers.

As an Associate Director at Alorica, I led strategic initiatives to optimize financial performance and prepared for the integration of new business process outsource clients, such as AT&T. My role spanned program delivery, business development, and team management, ensuring alignment with governance improvements and customer-centric strategies.

As a Program Manager and System Administrator / Instructor at the United States Air Force Reserves, I provided senior-level management for the Combat Arms Training Department, overseeing daily operations with accountability for teams, budgets, and program performance. I developed and managed comprehensive training programs, ensuring high standards of technical expertise, compliance, and morale.Key Responsibilities and Achievements:Program Management: Led comprehensive training programs for over 6,500 personnel, contributing to enhanced technical expertise, personal accountability, and program compliance.Training and Development: Delivered presentations and training sessions, provided coaching, and implemented quality management systems, aligning with best practices and regulatory requirements.Technical Troubleshooting: Diagnosed and resolved technical issues, maintaining system integrity and data protection.Stakeholder Communication: Reported directly to Senior leaders, providing strategic updates and performance metrics. Engaged with high-level stakeholders to ensure alignment with strategic goals and regulatory requirements.Audit and Compliance: Conducted regular audits and process evaluations, implementing improvements that increased operational efficiency and compliance standards. Promoted a culture of safety and compliance, ensuring all training and operational activities adhered to stringent safety standards.In this role, I consistently demonstrated my ability to lead diverse teams, manage extensive training programs, and ensure compliance with high standards of safety and regulatory requirements.Military Medals:Air Force Commendation MedalAir Force Achievement MedalNational Defense Service MedalGlobal War on Terrorism Service MedalAir Force Good Conduct MedalAir Reserve Meritorious Service Medal

Reorganized five cross-functional departments (IT, Development, Testing, Customer Service, and Client Support), including redesigning processes across application development, technical support, and project management using SCRUM methodology. On-boarded and served as trusted point of contact to client-agencies from the top 100 counties nationwide. Led and coached 35+ employees. Reported directly to the company president. Selected Contributions:♦ Increased operational efficiency, reduced application project lag by 15%, and reduced defect and trouble response by 35%.♦ Orchestrated process improvement initiatives, and inspired and managed change at all organizational levels.

As an OSP Engineering and Project Manager at AT&T Inc., I managed complex design, construction, implementation, and quality control projects supporting AT&T's infrastructure. I ensured alignment with California's stringent utility regulations and governance standards while driving operational efficiency and customer satisfaction.Key Responsibilities and Achievements:Project Management and Execution: Planned and executed all facets of complex projects to support AT&T's infrastructure, improving service delivery throughout the Central Valley and Stockton-Lodi foothills.Stakeholder Management: Built relationships with internal and external stakeholders, including regulatory bodies, ensuring compliance and successful project execution. Managed customer relations and maintained satisfaction.Cost and Risk Management: Oversaw costs, scope, risk analysis, and quality assurance, reducing project delivery times by 30% through strategic planning and process standardization. Ensured compliance with California Public Utility regulators.Leadership and Team Management: Supervised project teams to seamlessly execute initiatives, demonstrating strong leadership and collaboration skills to achieve project goals.Technical Expertise: Performed network infrastructure design and core rehabilitation projects, including cell site, fiber cable/electronics, and digital T1/T3/DS1/DS3, ensuring high standards of quality and regulatory compliance.Selected Contributions:Streamlined operations and accelerated project completion through effective governance and quality management strategies.Enhanced stakeholder relationships and communication, ensuring project alignment with regulatory and business objectives.In this role, I consistently demonstrated my ability to manage complex projects, lead cross-functional teams, and ensure compliance with high standards of safety and regulatory requirements.