Orchestrated IT Teams to deliver cutting-edge network infrastructure solutions, play a pivotal role in establishing a private and public cloud infrastructure. Throughout, maintained an unwavering commitment to quality, empowering Travel and Leisure to drive revenue growth while enhancing customer experiences.• Executive champion of a visionary five-year initiative, overseeing the consolidation of twelve disparate Business Units, each utilizing nine separate contact center solutions, into a seamlessly integrated global cloud-based contact center that spans across six continents. This transformation yielded remarkable results, including annual IT cost reductions exceeding $5 million, and it paved the way for further productivity enhancements among a workforce of 4,500 agents, resulting in an average annual operational expenditure (OPEX) upside of more than $25 million. Over the course of five years, this initiative delivered cumulative OPEX and CAPEX savings in excess of $150 million.• Pioneered the use of Artificial Intelligence and Robotic Process Automation technologies in the contact centers, a strategic move that propelled productivity to remarkable heights, achieving a 25% increase. This innovative approach also led to a notable 40% reduction in voluntary turnover, culminating in a substantial annual cost benefit of $21 million.• Spearheaded continuous initiatives aimed at overhauling the Data Center Network Architecture to incorporate cutting-edge 100G capabilities. This strategic redesign not only achieved a reduction of over 50% in both capital and operational expenses but also delivered substantial annual savings of $8 million in Data center operational and capital expenditures.• Implemented program aimed at modernizing legacy circuits to enhance available bandwidth and drive down operational costs. This initiative yielded immediate cost savings of $330,000 in year 1 and continued to generate annual savings exceeding $1.5 million in subsequent years.

Lead Network Engineering & Operations Teams responsible for delivering cutting-edge network infrastructure solutions that are foundational pieces of private & public cloud infrastructure. Create solutions that enable Resort Operations and Sales to drive both revenue and quality guest experiences. • Designed & implemented network optimization architecture program, adding the first corporate wireless initiative to Wyndham Vacation sales offices & resorts for providing high-speed wireless access to corporate resources at remote locations. • Charged with leading operations in the U.S., Uruguay, UK, S. Africa, Mexico and the Philippines. • Leading ongoing effort to transform Wide Area Network to utilize Software Defined Wide Area Networking technology to reduce operating costs and increase performance.• Created program to update old circuits to increase available bandwidth and reduce operational costs. Delivered cost savings of $330K in 2020 and $1M+ in 2021. • Developed new network engineering and operations change process to include maintenance operations procedures that has reduced change rollbacks by 80%.• Reduced Network Specific Priority 1 outages by 65% year over year.

Senior Consultant engaged to help facilitate the development of experience led training tools to enable contact centers, operations teams and organizations to successfully roll out new products and services.• Built a long-term contact center strategy, vision and business plan for Extreme Networks. Enabling them to increase their capabilities to provide network engineering support to partners, internal field sales teams and customers in the US, Europe and Asia. • Designed a Contact Center Service Quality Improvement program focused on Cisco’s frontline CIN contact center. Resulting in a 15% measurable increase in service quality, with a key focus in decreasing overall customer effort required in engaging with Cisco corporate.• Created a new Training program including curriculum to better optimize Cisco Technical Assistant Center (TAC) agent productivity through workload management, resulting in improved time to productivity and reduced attrition.• Developed New Product Launch Sales Training focused on Internal and Channels Sales resources for Cisco’s product launch of the Spark Collaboration Tool.

Led a global engineering team of over 220 direct and contracted engineers chartered to provide pre-sales support to internal Cisco and Partner Sales teams. The GVE (Global Virtual Engineering) team provides support in 24 languages across the globe in every time zone. Pre-Sales activities include: Network Design/Configuration, Bill of Materials, Competitive Information, Sales and Engineering Presentations, Product Information, Customer Engagements, Remote Demonstration, RFP/RFI, Software Licensing and Program/Tool support. Under my leadership, our organization is the only internal Cisco Support Solutions that have 3rd party BPO (Business Process Outsourcing) suppliers working together as part of a single team to deliver world class pre-sales support.2015 – 100% of Corporate KSO / 106% of GVE/GVS Worldwide Sales Target of $3.704B. Launched two new support centers in Curitiba Brazil and Sofia Bulgaria to add eastern European language support (Russian, Turkish, Arabic, Bulgarian, Polish, Czech) and Portuguese for the Brazilian market. 2014 – 100% of Corporate KSO / 114% of GVE/GVS Worldwide Sales Target of $3.567BMigrated Japanese support center to Beijing to reduce cost and better align with global business practices.2013 – 100% of Corporate KSO/MBO TargetKey contributor in launching Worldwide Partner Help Plus enhanced Pre-Sales Support architecture and service for Partner Plus entitled Partners.2012 – 100% of Corporate KSO/MBO TargetLaunched internal self-paced training program to bring early-in-career and new hires up to speed quickly on Cisco Products, Technology and Architectures. Resulting in reducing the ramp time for new hires from 9 months to 20 days and increasing customer satisfaction from 4.3 to 4.8 (5.0 scale).

Led a global engineering team of over 180 direct and contracted engineers focused on Partner Sales across all markets worldwide. Expanded pre-sales Support to a global footprint by incorporating and hiring new teams in Europe, Asia, and Latin America utilizing both internal direct resources and BPO contracts. Extended pre-Sales Support coverage to 24X7 worldwide in more than 20 languages. Launched a translation service for low volume and high impact languages to better utilize available expense dollars resulting in coverage of additional 12 languages with satisfaction metrics in-line with non-translated languages.

Led a US focused Sales Engineering team of over 300 direct and contracted engineers focused on US Distributors and Partner sales across all markets. Launched US Partner focused demonstration program utilizing Distributors and Pre-Sales teams, this program is now Cisco Demo Remote and is available worldwide. Coordinated pre-sales activities between Cisco Channels Engineering teams and US Distributors (Ingram Micro, Comstor, Tech Data, D&H) to provide a seamless pre-sales support solution for complex opportunities. Created a global team to handle CCO data breach. Partners and Customers were required to reset passwords for access to www.cisco.com. Due to a systems issue some customers and partners were unable to utilize the CCO Locksmith email alias to reset their password. We created a contact center solution that handled over 30,000 requests in less than 72 hours utilizing 3 different teams across the globe.Key Sales Attainment Achievements:2006 - SSEM Partner Pre-sales Enablement & Support - 118% of Sales Target2005 - SSEM U.S. Channels Central, North, South West Regions - 112% of Sales Target2004 - SSEM U.S. Channels Central, North, South West Regions - 115% of Sales Target

Led Sales Engineering teams across the Pacific Northwest. Focused on Partner Sales across all markets. Worked closely with direct sales team to create a cohesive coordinated team between Cisco and Channel Partner Sales teams.Key Sales Attainment Achievement:2003 - SSEM U.S. Channels Northwest Region - 113% of Sales Target

2002 - 128% of Sales Target. Solely led the overall Sales and Engineering operations during 4Q after the Sales Operations Director left the company. Achieved 150% of plan in 4Q, which ensured the team exceeded our stretch goal for the year.2001 - 143% of Sales Target. Successfully led engineering support to help one of the largest retailers in the world contain and mitigate the impact of the Code Red computer worm, which affected over 45,000 servers. Successfully segmented the network and reduced the impact of work by moving from OSPF to EIGRP. Customer's network was fully restored and operation in less than 72 hours.9-11 - Led engineering effort to install a contact center solution for American Airlines in less than 24 hours following the terrorist attack on the World Trade Center and Pentagon. The contact center was in support of friend and family members of those on American Airlines flight 11 and 77.Worked with International SOS to rescue and relocate a Cisco SE that was on a personal mission trip to Uganda during the 9/11 attacks. SE was successfully relocated to London within 24 hours.

Led systems engineering efforts to diversify sales regions into vertical segments (Commercial, Government, Enterprise and Medical) with a focus to drive improved sales and increased engineering expertise. Responsible for engaging/leading engineering team (~15 engineers) to win Fortune 100 companies including Exxon, Texas Instruments and many others.2000 - SEM North Texas Region- 150% of Sales Target. Exceptional sales results in light of the dotcom crash and overall market uncertainty. Recognized as the top region in enterprise/federal customer satisfaction at 4.48. 1999 - SEM for the first Government/Education/Medical Region Sales Team with a record achievement of 143% of Sales Target. Close +$10M ATM infrastructure opportunity with Texas Tech University Health Sciences Center.1998 - SEM for the first Commercial Sales Region 122% of Sales Target. Recognized as SEM of the Year for the South Central Region.

Provided pre-sales engineering support for the Enterprise and Commercial accounts. Responsibilities included presentations, network designs, training, product updates/demos, technical account reviews, and high-level problem resolution. Instrumental partner with Sales teams to help defuse critical account issues and close sales deals.1997 - Closed large competitive network sales opportunities at Garland ISD, Baylor Healthcare, and Federal Home Loan Bank of Dallas.1996 - Sales account team with the highest revenue in the company with over $34M in sales. Facilitated the Texas Instruments migration from a bridged network with over 265K hosts to a routed infrastructure using Cisco products and software.Key Accomplishments:Obtained CCIE Certification (May 1997) - #2672Promoted to SEIII, then Systems Engineering Manager in October 1997.

Solely responsible for design, purchasing, implementation and management of the company’s first LAN/WAN infrastructure utilizing IP/IPX/SNA and Frame Relay.Led the networking effort to migrate from IBM Mainframe and System 36 architecture towards an HP UNIX based solutionKey Accomplishments:Registered Class B (170.7.0.0) network address on behalf of Wilsonart.Used first Netscape browser, text mode with early access to the World Wide Web, still considered an education focused network after ARPANET ceased to exist in 1990.

Responsible for the Billing Management System Novell Network.Facilitated the installation of fiber infrastructure and the first integrated IP/IPSX/SNA network. Led the effort to transition from coax 3270 terminals to network attached terminals.Key Achievements: Worked on OS/2 and the migration from Word Perfect 4.2 to Microsoft Windows. Discovered via an internal software audit and rectified a virus that propagated and infected over 500 PCs companywide.