Facilitate training and coaching sessions for technicians, supervisors and management personnel with premium technical support services within the Soluto Services Division.

Responsible for creating and developing instructional materials that support training and on-the- job performance in a call center environment. This was accomplished through classroom and virtual training environments that include the development of new materials and the maintenance of existing materials that prepare employees to achieve business goals. Facilitated trainings to management and agent level personnel to increase performance in coaching, sales, decision making, attrition management, technical support, retention, quality assurance and operation based key performance indicators. Facilitated approximately 350 classes for the operations team and customer service agents consisting of approximately 65 different curriculums and 4500 participants. Level 1 assessments average 98%. Traveled upon request.

Responsible for the processing, analysis, budgeting and reporting of all operating expenses and revenue reflected in the general ledger on a monthly basis; 1999 annual revenues totaled $80M. Ensured that invoices & aged receivables were processed in a timely fashion. Reviewed accounts payable figures, projected revenue and analyzed contract labor for accuracy. Provided monthly income statement analysis. Oversaw the formation of non-recurring, recurring, indirect & direct G&A expenses for 12 programs. Reviewed telecommunications expenses based on charges by program for inconsistencies. Other duties consisted of finance and expense report training to management, processing of all special checks and lease payments, EVA generation, and capital depreciation analysis. Provided monthly renewal updates with terms and conditions for software & maintenance contracts. Approved all credit card applications and expense reports company wide. Supervised Accounting Analysts, Accounting Coordinators and Accounting Clerks.

Responsibilities included monitoring/reconciling all daily cash and checks for the entire Central Florida area (Orlando and Tampa) and preparing the monthly financial close which consisted of consolidating 10 internal business entities. Duties consisted of the management of the total inventory process (i.e. ordering, receiving and auditing) for the eastern half of Central Florida territory supporting Corporate Retail & Direct Sales channels (includes Orlando, Ocala, Melbourne and Daytona Beach). Hired, trained, supervised and evaluated Inventory Coordinators. Responsible for 60 Retail Specialists as indirect reports for cash and inventory purposes (loss prevention). Conducted monthly audits and assisted in resolving fraudulent activity. No unexplained handset shrinkage with a total of $8M in sales and 60K handsets processed.Aerial Communications Attitude Award (1998)

Responsible for controlling, forecasting and reporting program related income statement based costs and revenues for five business units in Bosnia & Africa. Revenues totaled $13M. Customers included the World Health Organization and the United States Army.

Performed numerous financial functions such as the preparation of the annual operating plan, quarterly budgets, monthly invoices, cost reporting, accruals and journal entries for Corporate Information Management. Accomplished the invoicing of services and products to divisional, internal, and external customers; annual costs totaled 100M.

Researched, acquired and supported all mainframe related requests (hardware & software) for Corporate Information Management. Maintained contract database for renewal purposes.The FY’91 Computing & Communication Services Year End Closing Award (1991)

Procured diversified commodities such as active and passive electrical components, electro-mechanical devices, and printed wiring boards. Developed RFP’s, qualified sources, solicited bids, negotiated pricing, selected source placement and ultimately closed out the requirement. Federal and Defense Acquisition Regulations were exercised accordingly.Competent Toastmaster 1988-1992 ( Finalist in 1989 Southeast Region Evaluation Contest)