Program Manager March 2023 – PresentDesigned and coordinated the implementation of a 3800 site SD-WAN network for Sally Beauty Holdings. Worked across a range of internal and external organizations to deliver on the client’s strategic vision.● Ensured standards, process and timelines were established.● Reported on program performance to executive team and Directors.● Developed and implemented strategy for the program team including risk mitigation plans.● Maintained strategic alignment with senior management of Sally Beauty Holdings.● Defined and created the program governance.

Service Executive September 2021 – October 2022Delivered complex customer support for several high revenue, high touch accounts, and managed critical customerissues and identified and implemented process improvements to resolve ongoing issues to improve customersatisfaction.● Held independent authority to escalate client issues to all levels of senior leadership to expedite resolution ofcustomer complaints.● Delivered technical network support for Ethernet, Internet, Video, SONET, DWDM, and local/long distancevoice services.● Built strong relationships with client organizations and internal teams in support of this portfolio of top-tierclients.● Developed and presented network performance and provisioning results to internal and external executiveleadership.● Exceeded Net Promoter Score targets for all assigned accounts, delivering high client satisfaction and growthof these top-tier relationships.● Recognized Subject Matter Expert for LAN/WAN networks.

Client Solutions Executive June 2019 – September 2021Direct sales position responsible for building and maintaining relationships with customers and pursuing new salesopportunities.● Effective at partnering with customers to understand business needs, issues, strategies, and priorities todeliver valuable solutions.● Developed extensive knowledge of products and services, lead presentations by identifying key trends andcustomer needs.● Leveraged industry knowledge and consultative skills to close sales in accordance with company policy,procedures, and culture.● Negotiated custom LAN management agreement with Honeywell Inc. resulting in 1.2M in new revenue.● Exceeded 2019 Managed Services revenue attainment quota.

Senior Network Support - System Engineer June 2012 – June 2019Managed business requirements, testing, planning, and implementation of new software, hardware, and applicationsrelated to new product delivery, systems architecture, process enhancements, infrastructure, and security.● Participated in software development project activities, document processes and procedures, andcollaborated with technology vendors, consultants, and other resources to lead troubleshooting and recoveryefforts.● Assessed and approved technical system designs, provided project leadership, and defined technical andbusiness requirements.● Drove on-time delivery of network infrastructure, and responsible for network design, technicaldocumentation, provisioning, and management of large LAN/WAN infrastructure.● Consistently met or exceeded optical network infrastructure delivery goals.● Saved $805K on key projects through effective pre-launch technical equipment review.● Implemented process changes that resulted in greater efficiency and adoption of the Business Direct model.● Took over management of multiple challenging IBM networks, resulting in drastic drop in design,provisioning, and technical issues.

Project Manager – Optical Solutions Center June 2008 – June 2012Managed implementation of Storage Connect, WPL, DWDM, and SONET fiber rings for the Optical Services division.● Collaborated with outside plant fiber, equipment, and installation vendors as well as engineering team todeliver successful projects within strict deadlines and budgets.● Produced and presented project reports to senior leadership, identified opportunities to reduce expensesand streamline processes for improved profits, and functioned as incident manager during the project.● Delivered 15 metro network ring projects for top tier clients including Charles Schwab, Edward Jones,Raytheon, and Department of Justice with a total value of over $70M.● Spearheaded process improvement initiatives with network maintenance organization resulting in reducedtime between ring completion and maintenance acceptance, improving AT&T ROI.● Developed management system for Optical Solutions Center that leveraged existing infrastructure to reducenew project costs.