• Lead cross-functional teams in the planning and execution of landscape projects, ensuring adherence to timelines and budgets while achieving a 95% on-time delivery rate.• Develop and maintain detailed project plans, including resource allocation, risk management, and stakeholder communication, resulting in enhanced project visibility and stakeholder satisfaction.• Implement quality control measures and conducted regular site inspections, leading to a 30% reduction in project rework and improving overall client satisfaction through consistent, high-quality service delivery.

Collaborated with senior management to lead business operations, analyzed profit and loss statements, and managed third-party suppliers, vendors, and independent contractors. Accountable for on boarding technical and service support contracted resources and implementing a tracking and monitoring system for reporting critical performance metrics.• Performed analysis of agreements, conducted stakeholder status meetings, and supervised budgets.• Reviewed Service Level Agreements • Created accurate variance reports and metrics for senior management on the status of budgets and ongoing projects. • Identified financial and performance variances and developed contract improvement plans.• Partnered with internal/external teams to deliver high-level telecommunication designs.

Served as the single point of contact for all customer inquiries regarding Radianz products and services in account portfolio. Responsible for service development/service improvement activities regionally and multi-country basis with a focus on improving resilience and customer service. • Monitored the network availability, performance, and ensured compliance with any changing requirements.• Chaired monthly service reviews that included inventory of services, standard service metrics and analysis, and improvement initiatives.• Executed Root Cause Analysis reports, as well as led the execution of temporary/permanent corrective measures to avoid future network outages or service impacting incidents. • Performed in-depth analysis and detailed reporting on capacity planning, SLA performance, operating system and major application software patch assessment.

Chaired periodic conference calls to review overall service performance including analysis of any faults, performance against SLA/SLG, Network, CPE performance and provide status reports on orders. • Ensured clients satisfaction that led to extension of existing or new contracts and resulted in additional revenue for the firm. • Supported sales teams with product and service knowledge in the effort to close new deals. • Executed service improvement activities that helped to enhance customer experience and procure contracts. • Trained resources to utilize customer self-service portal through knowledge sharing sessions and documentation.

Delivered managed services to customers regarding moves/add/changes/ and decommissions. Responsible for managing ticket queue, liaison with facilities managers, directors, department heads to obtain system requirements and orchestrate technician entry to TR closets and POE’s. • Managed move/add/change project(s) execution to ensure adherence to budget, schedule and scope for JPMC 5,500+ branch locations and corporate workspace locations nationwide.• Consulted with end-user’s management, vendors, and technicians to assess telecommunications/data and system requirements.• Prepared project status reports by collecting, analyzing, and summarizing information and trends.• Led project deliverable due dates, risk mitigation actions, and contractual obligations

Provided technical operations support for a mid-sized IT international consulting firm, servicing the finance, medical and educational sectors. • Group Policy administration: including software and printer deployment, browser policy• Deployment of desktop, laptop, smartphone, and printer assets; including inventory tracking• Help desk call logging and creation/update of process documentation • Remote user support via Remote Desktop Connection and WebEx technologies