As the Senior Delivery Leader for Automation, I lead a team of skilled software engineers specializing in automated testing, DevOps, and software development. I collaborate with technical leaders and business units to design and implement automation processes, enhancing operational efficiency across the organization. My role involves partnering closely with customers to develop and embed robust automation strategies within their infrastructure while driving the integration of AI solutions into our delivery frameworks to accelerate innovation and strategic impact.

Passionate leader of 9 talented engineers. Spearhead the transformation of manual testing and validation service to automated testing and validation to de-risk and accelerate network deployment and day 2 operations for customers. Collaborate closely with technical leaders and business units to implement new automation processes and workflow to maximize operational efficiency. Coach Engineers to improve performance and facilitate individual growth to incorporate automation skillsets. Drove scoping for complex new and renewal opportunities related to end-to-end Solution Validation. Created LoEs / proposal creation, SOW contribution, and positioning to key stakeholders (internal and external).- Drove and delivered on bookings of $100K - $2M+ annual contracts.- Effectively oversaw a 140% increase in customer volume by implementing strategic data-driven initiatives and enhancing the customer experience over one and a half years.- Oversaw the reduction of project completion time by an average of 35% through investing in a new automation process. This initiative streamlined project workflows and increased efficiency, resulting in significant time and cost savings for the customer and organization.

In this position, I supervise three collaborative teams of 26 high touch Technical Consulting Engineers. I correspond with Customer Delivery Leaders to guarantee the meeting of customer needs. I coach Engineers to improve their performance and facilitate individual growth. I ascertain that Engineers remain current on company technology and services through coordination with technical leaders and technical business units. I spearhead government contract negotiations for technical services and operations. I have improved NPS to 89 from 74 by promoting customer service culture within teams. I successfully augmented revenue by 43% ($9M) over two and a half years. I established a fulltime Customer Interaction Network team which acted as the primary point of contact for US public sector customers leading to enhanced customer service.

As the Team Lead, I managed numerous customer cases across several technologies including data center, routing, switching, security, and voice. I coached and mentored new hires and colleagues in familiar technologies, technical procedures, and organizational guidelines and requirements. I aided colleagues with customer escalations on critical issues. I acted as the primary contact for collaboration between US Public Sector and TAC teams. I served as the main point of contact for the TAC Duty Manager Escalations as well as functioned as the primary technical resource for critical account escalations. I proudly received a promotion from Team Lead to US Public Sector Technical Services Delivery Leader due to exceptional performance and organizational commitment.

As a Customer Support Engineer, I delivered efficient customer service to the organizational personnel. I performed troubleshooting of issues with collaboration products which included network resources and software application. I received escalated calls from users and technicians to resolve network software and hardware issues. I collaborated with developers to address bugs, features, and general feedback. I was promoted from Customer Support Engineer to Team Lead.

In this position, I headed a team of 2-5 Network Engineers on major installations to set up sites for VOIP and enhance network performance for 1K users. I functioned as the Lead Network Engineer to direct four core sites and over 100 tail sites. I completed security testing and evaluation of various carrier-class equipment for layer 2/3 protocol, data forwarding, and added feature capability to certify deployment in existing networks and maintain compliance with DCID 6/3. I saved a customer over $400K in recurring maintenance and lifecycle costs by converging 4+ WAN topologies into single transport by deploying VRF to enhance networking and reduce equipment footprint.