Oversee the design, implementation, operation, and support of various VPN platforms that serve over 100,000+ global users, ensuring high availability and robust security controls. Led efforts to migrate 95,000+ VPN users from legacy VPN platform to a new strategic VPN platform.Managed various platforms responsible for profiling and posture scanning 100,000+ devices, including VPN, Wi-Fi, and IoT, ensuring compliance and a strong security posture across all endpoints.

Led the strategic vision and execution for a diverse portfolio of desktop, voice, and contact center applications, ensuring alignment with business goals and meeting user needs. Managed a high-performing team in the design, development, and deployment of over 1,000 contact center application components across 500+ Linux servers, supporting 30,000 users. Spearheaded the vendor RFP process, negotiating multi-million dollar contracts for an omni-channel contact center platform, collaborating with business stakeholders to define requirements and evaluate vendors.Developed and executed a business case to enhance the contact center agent experience, leading the procurement, design, and implementation of a new omni-channel application used by 45,000+ call center users across multiple business units.Led web/desktop development teams (ASP.Net, C#) in the re-design and implementation of a high-usage contact center application, improving user experience for 30,000+ users. Additionally, I directed a Java development team in designing and creating a complex message-handling application processing over 1M transactions daily, ensuring high performance and scalability.Coordinated a migration to Microsoft Azure, overseeing the transition of complex applications and enforcing consistent use of CI/CD pipelines for timely, quality application builds. Cultivated strong relationships and managed SLAs with key contact center vendors (Genesys, Afiniti, Intradiem, IEX, Qfiniti) to ensure reliable, fault-tolerant system designs and exceptional performance.

Led a team of technical professionals in the design, development, implementation, and ongoing support of high-volume, IP-based Genesys contact center systems for AT&T's key Managed Services clients, including American Airlines, BNSF, and internal Home Solutions and Business call centers. I directed cross-functional teams and project managers to navigate complex technical challenges, ensuring alignment and resolving critical issues by presenting them to senior leadership and external client executives.I developed and managed integrated project plans for development and testing teams, ensuring timely and budget-conscious delivery of high-value client projects. My collaboration with account executives during both pre- and post-sales activities was key to ensuring the accurate design and implementation of systems, while also helping to secure customer confidence and contributing to the successful closure of major deals, such as with Microsoft.Additionally, I led the technical design and development efforts of a Java-based RESTful API and its associated database, enabling Waste Management customers to save contact preferences, generating $85,000 in additional revenue for AT&T.

Led the consolidation of contact center environments from five Regional Bell companies into a centralized system, significantly improving upgrade efficiency and reducing operational costs by over $1M annually. Directed the insourcing of operations from vendor partners, resulting in $100M in annual savings for the business.Coordinated 24x7 support activities for a large-scale 35,000-seat call center environment, ensuring system uptime and reliability at an impressive 99.99%. Managed relationships with multiple key vendors, including Genesys and Virtual Hold, negotiating software and professional services contracts and overseeing licenses valued at $35M.Spearheaded organizational optimization initiatives, successfully delivering $2M in cost savings over three consecutive years, driving continuous improvements in both operations and financial efficiency.

Performed all project management activities for a call center e-commerce project. Coordinated completion of all software deliverables and ensured key milestones were met for a system that processed over 50,000 emails per month and was used by over 500 customer service representatives throughout various internal business units.

Managed the collection, analysis, and dissemination of critical intelligence data from military assets, ensuring timely and accurate reporting to support strategic decision-making. This role required maintaining a top-secret security clearance, demonstrating trustworthiness and compliance with strict security protocols.Led and mentored a team of 120+ technical personnel, overseeing supervision, training, and daily operational activities to ensure the department consistently met performance goals aboard a U.S. aircraft carrier.