As a Federal Program Manager on the Level3/DHS LMS Transition team I am responsible for all facets of Program Management activities with a focus on customer satisfaction. I deliver on all program requirements including technicial, costs, schedule and quality performance that could involve cost overruns and deficiencies. Successfully perform service delivery across all areas including monitoring programs to ensure they follow a well defined and detailed work scope, schedule and budget. Manage resources across projects and maintain/track contract deliverables. Integrate various activities and task areas to ensure effective client support. Formulate and enforce work standards, subcontractor management and performance, customer satisfaction and alignment of these with the objectives of the program. I currently hold a TS/SCI Security clearance.

TWD Associates, Arlington, Virginia • March 1st 2014 – Present As a Service Manager / Senior Telecommunications Technician – I provide direct Telecommunications support to the President and Vice President of the United States, White House Staff, United States Secret Service and others as directed. Supervise and manage the day to day activities of the on site technicians as well as providing maintenance management of alarms on site and remotely. Also provides System Administration for Avaya S8700, S8720, S8800 and Avaya Intuity Audix voicemail systems locally and remotely. I oversee the telecommunications for multiple sites. I assist the on-site technicians with resolving technical and logistical issues in a timely manner. I work with the technicians on scheduled time off and scheduling coverage for upgrades and system reboots. I strive to inspire and encourage team camaraderie. Supervise and administer policy requirements in assigned areas of responsibility. I work with leadership to provide a responsive and professional environment to satisfy our customer’s requirements.

TWD Associates, Arlington, Virginia • March 7, 2011 – presentI manage Telecommunications Operations and Maintenance for sixteen (16) DHS locations in the NCR.First point of escalation to settle major telecom issues within NCR. Supervise the management of an average of 485 monthly ticket requests for the sixteen (16) DHS sites in the NCR. I manage multiple projects and tasks in a harmonized manner. I assist the ten (10) on-site technicians with resolving administrative, technical and logistical issues in a timely manner. I work with the technicians on scheduled time off and scheduling coverage for upgrades, patches and system reboots. Inspire and encourage team camaraderie. Perform on site supervisory visits to ensure DHS expectations are being exceeded. Interface with Avaya / WITS trouble resolution to ensure mission critical devices are operative. Interact with telecom vendors as required to complete projects and tickets. Replace defective telephone equipment in a timely manner to maintain efficient productivity. Supervise and administer policy requirements in assigned areas of responsibility. Provide innovative recommendations to improve performance operations. I lead my team by example and empower the unit to strive for excellence. Extremely gifted with project and people management, during my tenure I’ve successfully learned to effectively manage projects and other work to meet tactical business objectives. Attend bi-weekly meetings for special projects and new build outs assist the management team with decisions impacting the Telephone Support Group. Track telephone assets for each location. Compile and disseminate daily reports, including the Daily Morning brief, the VVIP-VIP Ticket Report, Monthly ticket Report and the Daily Operations Report.

Direct project management for new site openings, site moves, acquisitions, and telecommunications and service upgrades. Determine site requirements and place orders for telephone service. Provide remote support for PBX, voicemail, and key systems. Review customer billing and evaluate services. Collaborate with management in improving service offerings and performance. Manage partnerships with local and long distance carriers and PBX, voicemail, and cabling vendors. Serve as liaison between company and clients. Lead weekly project meetings. Major Contributions: Oversaw recabling of GE office; Spearheaded upgrade from TDM to VOIP platform

Implemented Avaya solutions for medium - large accounts. Supported business development by performing provisioning function for sales personnel. Communicated with clients from project inception to successful close to ensure alignment between customer expectations and completed solution. Collaborated with national account executives to create pricing structure. Managed relationships with implementation vendors to ensure alignment with corporate mission and strategy. Negotiated implementation pricing with vendors. Reviewed billing after project completion to ensure accuracy. Major Contribution: Directed implementation of VOIP solution for municipality; connecting all government sites within town limits to wireless external network.

Facilitated sales by providing technical expertise to account executives. Ensured consistency of sales, customer, and implementation objectives. Guided implementation team through complete lifecycle of complex projects. Provided ongoing support to clients. Major Contribution: Oversaw telephone system upgrade and transition to VOIP/TDM mixed system for Daily News/Tribune Company offices

Supplied post-sales support for telecommunications partners

Designed and implemented expectations, strategy, and budget for provisioning function. Recruited and hired new personnel. Provided leadership and training to staff. Major Contributions: Facilitated implementation of major complex switching systems and adjunct products/services with comprehensive restructuring of provisioning team. Streamlined training and enhanced performance by partnering new employees with experienced personnel.

Led team of project managers, software specialists, and software associates in delivering outstanding customer service while maintaining optimal profitability.