2024-2025: Coach, 12 White2020-2024: Coach, 12 Silver2020-2025: Resource Coach

* Key member of the management team leading InfoPros to more than double its revenue growth in less than 5 years. * Developed and led company-wide resource management planning for all client projects. Improved resource assignment accuracy to 95% in 2020.* Project directed multiple Tier 1 clients with a focus on building long term partnerships, budget management, and revenue growth. Primary Clients include American Express, TMEIC, Cisco, Comcast, Cutsforth, Lenovo, and Marathon Petroleum Corporation.* People managed 20+ employees and contractors in local and remote locations. * Facility administrator for InfoPros Durham, NC location. Responsibilities include point person for maintenance, property manager, IT, service providers, HR, and office staff supervision.

* Senior leader responsible for account, project, resource, people, office, and business development management for technical documentation projects in multiple industries. Experience managing projects within Agile and Waterfall methodologies. * Key industries: financial, software, medical devices, credit services, IT, telecommunications, manufacturing, networking equipment, oil & gas, and pharmacy automation.* Manage a project load up to 10 Tier I clients with a total revenue of $1.8 million. Grew largest client revenue 50% in less than 12 months. * Lead a staff of up to 20 to include project managers, project leads, technical writers, and technical illustrators. Supervise personnel locally and in remote offices.* Primary Clients: American Express, Cisco, Comcast, Cutsforth, Lenovo, Marathon Petroleum Company, Parata, TMEIC Industrial, and WinSystems.

2018-2020: Resource Coach2019-2020: Asst Coach, 16 Silver2018-2019: Asst Coach, 14 Graphite

* Implemented high velocity global IT deployments for retail and government organizations. * Managed a project load of 6 clients with a total budget of $1.2 million.* Delivered all projects with an average savings of 30% under estimated budget projections.* Led 20 helpdesk support project coordinators to execute project milestones and deliverables within Statement of Work (SOW) requirements.* Developed project deliverables training modules for remote helpdesk support team to provide a consistent and positive 24/7 client experience.* Reviewed, disputed, and approved billing/invoicing for multiple W2 vendors and clients within 1 week of work completed.

Responsible for the overall management of 69 infrastructure development projects from sales department turnover through handoff to operations department. Primary communication interface with property management and portfolio executives during construction phase of project. Successfully led teams focused on engineering, design, transport, construction, field integration, marketing, client relations, products, and services to build and provide high quality voice, video, and data infrastructure. Key skills: project planning, implementation, and documentation; budgeting; proactive problem analysis, support, and resolution.* Managed a project load of 69 properties with a total budget of $4.5 million. Delivered all projects with an average savings of 4% under estimated budget projections.* Within 12 months, delivered 12,000 consumer sales units to operations. Along with contributions from peer project managers, this project load contributed to exceeding the overall company penetration goals of 43,000 consumer sales units.* Exceeded client expectations by completing 48 video only projects in an average 34 days from internal kick off meeting to customer ready date. Standard company commitment is 75 days.* Exceeded client expectations by completing 21 triple play (voice, internet, and video) projects in an average 95 days from internal kick off meeting to customer ready date. Standard company commitment is 125 days.

Managed call center operations for an award-winning, state of the art communications’ network in single-family, multi-family, high-rise, hospitality and manufactured housing properties. Responsible for supervising 15 call center agents and 2 supervisors to exceed service levels and metrics set forth by customers and company. Key skills: Adaptability, multi-tasking, hiring, weekly performance appraisals, project management, customer escalations, process analysis, and budgeting.* Within 6 months, grew Cary call center from 6 agents to 15 agents and 2 supervisors to support current and forecasted growth. * Within 6 months, improved overall call abandon rate from 27.2% to 3.5% by hiring additional staff, better managing existing staff, and partnering with peer call centers to operate as one virtual call center.* Responsible for several key projects including: two IT/facility renovations, quarterly bonus analysis, Technical Support Representative transition to Call Center, and customer retention program.* Managed Provisioning, Technical Support and Surveillance teams during key company growth periods.

Successfully integrated 3500+ managed network elements for a large telecommunications company in Alaska into the Nortel Network Operations Center (NOC). Responsible for test and validation of Nortel, Cisco, Fujitsu, Zhone Paradyne, Actelis, Adtran, Alcatel-Lucent, Tellabs, and other vendor network element devices. Technologies included optical, data, wireless, carrier, and transmission equipment. Single POC for all integration services for this project.* Within three weeks, delivered initial equipment data analysis and provided recommendations on 3500+ network elements scheduled for transition into the NOC exceeding internal goal of two months. * Within five weeks, completed the test and validation of 2700+ Phase I network elements exceeding all internal / customer planning goals.* Responsible for providing daily progress reports on quality assurance test and validation for all 3500+ network elements to Nortel and customer senior management.

Promoted to lead a team of 12+ highly skilled professionals in the delivery of best-in-class, 24/7 global support for 80+ customer networks. Partnered with 4 peer managers to present a uniform approach to employee and customer relationship management. Conducted staff hiring, development, and performance reviews. Controlled costs for staffing, overtime, and training.* Reduced $400,000 in annual labor costs and 200 overtime hours per month by cross-training technicians in multiple technologies, automating processes, and eliminating duplicate staff positions. * Increased customer ROI by leading several diverse projects focused on business continuity planning, team growth, staff development, and customer service.* Reduced customer problems through automation, implementation of monthly metrics, and updating customer documentation to enhance consistency of service.

Provided benchmark global network management and surveillance services for internal and external customers, including hardware / software diagnostics, network troubleshooting, and multi-vendor technical support. * Contributed to projects to improve efficiency and communication between internal and external customers — worked with cross-functional teams to improve quality of new customer transitions into the Network Operations Center. * Improved the quality of service delivery by reviewing and updating customer processes and documentation.

Supervised 25 engineers performing network management for 7,000+ network sites. Oversaw network outage isolation, staff training, scheduling, and performance evaluations. Acted as a liaison between senior management, field management, and the Network Operations Center during large facility and fiber outages.* Represented shift on project to reorganize staffing following merger between MCI and WorldCom.

Led a team of 15 engineers in troubleshooting and resolving network problems. Controlled NOC isolation and field operations during the repair of facility and fiber outages. Prepared reports for management and customer service representatives. * Developed event management and troubleshooting guidelines to reduce problem resolution time and increase customer service and satisfaction.

Performed advanced network troubleshooting and repair on MCI WorldCom’s Long Distance Network. Represented department on new equipment integration into the network. * Developed and delivered technical training to new and experienced surveillance engineers.* Recognized as departmental Subject Matter Expert for key technologies.

Monitored all areas of the MCI WorldCom Long Distance network, consisting of 7,000+ sites.* Successfully attained Network Engineer III job proficiency in 4 months compared to the company average time of 1 to 2 years. * Recognized with Network All-Star Award for leadership and efficiency during fiber outage.

Managed all operational areas for a commercial and retail paint store with $700,000+ in yearly sales, including staffing, hiring, training, customer deliveries, accounts receivable, inventory management, P&L analysis, and market development. * Grew sales 34% by increasing commercial clientele and improving customer service.* Improved profitability 20% by analyzing P&L statements, increasing retail / commercial customers, and controlling costs.