Program Management Consultant, eINFORMe, Inc. - (December 2015 - May 2016)Collaborated with principal investigator at a small business firm for a US DOE 2016 Small Business Innovation Research funding proposal. Led work streams for a competitive proposal submission navigating key stages: requirements clarification, objectives and strategy definition, stakeholder identification and communications, state-of-the-art & IP research, WBS and roles, commercialization strategy and assumptions, schedule, budget and execution plan build. Technical project focused on efficiency improvements in thermopile design for future NASA Radioisotope Thermoelectric Generators.Nov 2015Consulting engagement with start-up firm analyzing business and operational processes for efficiency and automation gaps and opportunities. Client provides athletes and individuals with innovative health and performance optimization solutions and services.

Program Executive, Global Technology Refresh, IBM Mexico Strategic Outsourcing CEMEX Account (Aug 2014-Mar 2015)Managed a Global IT Technology Refresh Program for IBM Mexico at CEMEX in Monterrey, Mexico one of IBM´s largest strategic outsourcing client accounts. Oversaw all technology refresh architecture solutions, project management teams, transition plans, client corporate and country IT buy-in negotiation activity, and deployment of new IT infrastructure at CEMEX´s datacenters and worldwide plants. The refresh program scope covered over 12000 devices (IBM Power, PureFlex, xseries servers, IBM and EMC Storage, Backup Restore, ATT & Cisco LAN and WAN Networks, Security, AIX, Wintel, SAP and Citrix environments) and included a major Data Center in Monterrey, Mexico, a remote Disaster Recovery center in the U.S. and IT infrastructure for 2000 CEMEX plant sites and offices in 40+ countries.Responsible for direct management of PMO resources and all local and global technology refresh project planning, implementation and a project budget of $25M USD. Managed a matrix organization of, PMs, IT architects and technical specialists ensuring alignment of work streams to lay out the groundwork and foundations for IT infrastructure refresh and migration strategy, IT solutions design and optimization, client approvals, governance process, financial approvals, procurement, refresh transition deployment and implementation. Led teams in vendor contract requirements and negotiations, standards buy-in client negotiations, assessing current state of IT devices and configurations, services solution customization/optimization, RFC and change management coordination, among other activities. Direct interaction with client VMO, architectural governance boards and IT technology vendors and service providers.

Executive Project Manager, Complex Presales Projects (2012-2014)Led cross functional teams of technical professionals through strategic planning phase of a complex large scale IT infrastructure consolidation, virtualization and optimization project, covering 5000 assets across five functional areas over numerous sites.Led a matrix presales team in the definition, planning, creation and deployment phases of several complex pre-sales assets and services projects for IBM worldwide Briefing, Benchmarking, Proof of Concept and Technology, Demo and Design Centers. Directed matrix team in strategic planning stages for building out a new Moscow Russia Client Briefing / POC Center and presales services missions. Oversaw social marketing to IBM’s global server sales force and business partners for worldwide Client Centers services portfolio.

Program Manager, Smarter Cities System z Center of Competency (2012-2013) Performed team leader role driving all aspects of Center of Competency deliverables producing strategy, execution model, training plans resulting in complete portfolio of pre-sales technical support services and capabilities for IBM Intelligent Operations Center Platform - Smarter Cities. Guided a matrix team of business development, client account teams, field sales, industry architects, platform delivery and Lab Services deployment specialists, benchmark, proof of concept and demo engineers on the execution of platform opportunity sales projects.

Program Manager, Client Lab Technical Advocate and Global Sales Assist Program (2010-2012)Managed operations team delivering a global client relationship trusted lab advocate program services and drove change to the pre-sales business process resulting in measurable gains in sales opportunity closures. Managed application software vendor through the development lifecycle using Agile methodology.Specific DeliverablesEstablished a Leverage the Lab Technical Advocate program assisting global sales teams in closing tactical business deals.Successfully developed, tested, hosted and deployed a business process automation tool which resulted in a streamlined lab engagement business process with key measurements for effective assignment of developers on tactical sales opportunities.Conceived and deployed automated business processes for optimal alignment of program services with global regional targeted IBM tactical and strategic sales opportunities and initiatives with iterative process improvements based on lessons learned reviews.

Program Manager, IBM Web Client Self Service Program (2009-2010)Performed in principal business leader role as part of a corporate wide multi-division governance board executing a transformation initiative with a budget of $40M, introducing Client Self Assist Services to IBM’s support portfolio.Specific DeliverablesDrove strategic planning, implementation and deployment of business processes, metrics and applications Agile development of a web software service delivery model for hardware and software self service solutions. Delivered a web application suite spanning: support portal, fix acquisition, search, problem determination, problem reporting, support knowledge management, client system inventory and electronic based solutions. Drove social marketing communications for initiative on IBM’s external web sites.

Client Support Executive, Field Assist Support Team (2006-2009)Led complex client IT health assessment services engagements for IBM’s largest server clients, e.g., XM Satellite, France Telecom, Royal Dutch Shell, Walmart, HSH Nordbank and La Caixa Bank resulting in detailed client reports advising them of potential exposures and weak practices in their system maintenance methodology and IT architecture and implementation.Managed critical client situation engagements leveraging matrix teams of product field engineers and development lab system engineers to execute rapid response remedy plans for IBM’s largest clients to quickly regain customer confidence. Specific DeliverablesDemonstrated ability to work effectively under pressure with IBM’s largest enterprise clients’ Data Center IT operations teams, applying negotiation, soft skills, leadership and competency in IT systems, storage, software, architectures, incident and service outage management, related IT maintenance and management practices. This client and lab collaboration resulted in more resilient IT architecture preventing outages, reducing downtime and impact to client business operations and increasing customer satisfaction and loyalty.Re-engineered enterprise client response operational processes for IBM’s Server and Strategic Outsourcing divisions resulting in streamlined rapid response support practices for handling client systems outages and critical situations.Established job role description for Systems Availability Leader and collaborated on the creation of the Client Emergency Response Team process for IBM Servers.

Senior Upline Manager, Server Systems Worldwide Technical Support (2000-2006)Managed business and operations with a $17M+ budget for worldwide technical support centers and US warranty program on IBM x86 servers and storage. Operations consisted of a 7x24, 365 day client contact technical support call center with various levels of support, 180+ product field specialists and engineers, knowledge management engineers, field education developers / instructors and support tools engineers. Re-engineered organization into a enterprise customer focused metric driven operations leveraging productivity tools, restructuring, development lab linkages and IT infrastructure. Reduced operations budget 30% by successfully outsourcing front-end support and improving organizational productivity. Directed network of remote front office support teams in North America and worldwide sites. Managed a $54M US warranty budget for IBM, provided guidance and best practices to global warranty teams for attainment of global warranty targets.Developed and delivered innovative Premium Support Line software support services, Platinum Rapid Response support services for IBM’s demanding Wall Street clients, and US Business Partner high skilled customized support delivery. Delivered significant warranty expense reductions by instituting data analysis methods and remediation actions in collaboration with Customer Field Maintenence Service. Established a highly effective and award winning enterprise support services organization by re-engineering business processes and restructuring, enhancing organizational linkages and team skills, leveraging productivity tools, and instituting a metric driven policy and operational dashboard methods. Implemented strategy and developed server support tools, knowledge management framework and field service education.Formed a tightly coupled worldwide server technical support and knowledge management community sharing organizational best practices.

Senior Manager, Technology Strategy Development Manager, Mobile Computing (1996-2000)Executive Assistant to GM of Mobile Computing participating in strategic, tactical and operational elements of running IBM’s global premier Mobile billion dollar business.Development manager with a multi-million R&D budget in charge of formulating technology strategy and bringing to market a pipeline of key product attributes and technologies for IBM’s Thinkpad product line.Specific DeliverablesReceived multiple press accolades for introducing leading edge technologies on Thinkpad products through the effective management of strategic alliances with key partners, e.g., Intel, Microsoft, Ericsson, Kodak, IBM Research and ISVs.Delivered Bluetooth radio, high quality sound, low power consumption, security, mobile systems management, battery, infrared, dvd solutions and other end user mobile product features.

• Worldwide Manager for the IBM Personal Systems Technical Evaluation Competitive Cost Center• Worldwide Procurement Manager for IBM Personal Systems and Server Power Subsystems• Manager for IBM Personal Systems x86 Server System Design, Architecture and Development • Program Manager for Personal Systems Development and Competitive Intelligence, Tokyo, Japan• Manager IBM ThinkPad tablet launch planning & Software Application Vendor PMO• Systems Assurance and Test Manager for IBM Server Hardware and Software Systems• Systems Design & Development engineer & manufacturing, IBM Server Systems