Managed a $1.4M outcome-based hardware migration project at Fortune 50 client that beat initial budget projections and completed 3 months earlyImplemented automation initiative within a managed service model at a Fortune 5 client that resulted in 99.99% data quality assurance and saved up to 25 hours a month for the team

Manage scope and financials for engagements and assist in keeping the engagement on track for time, budget, and deliverables; Monitor engagements, ensuring scope and contract compliance; Manage day-to-day engagement delivery, including the resolution of any matters that arise and all related communications with clients; Provide detailed tracking of Tasks and Deliverables; Prepare estimates at completion and monitor/resolve any budget overruns/shortfalls; Estimate and scope new project opportunities in support of sales professionals• Manage portfolio of engagements for Fortune 100 clients with total yearly budget over $10 million• Lead engagements consisting of Help Desk Support, Network Operations, GIS Analysis, and Data Center solutions

Oversee network monitoring and fix agent dispatching, serving nearly 5 million customers throughout NJ, PA, DE, MD, DC, WV, and VA; supervise 7 direct reports and manage over 60 team members. Collaborate with senior management and key stakeholders in developing fault detection, ticketing, and escalation processes for maximum efficiencies; audit key metrics and align department strategies for optimal customer service in DevOps environment.• Reduced network operating cost per customer 28% YOY by aligning network fault prioritization with Technical Operations teams through evaluation of KPIs and other metrics; improved customer experience.• Decreased customer trouble call rates 18% YOY through development of processes and tools to identify and dispatch network issues more effectively; collaborated with Engineering and Technician Leadership.• Raised employee satisfaction 10% YOY by implementing focus groups, targeting key employee issues and establishing effective communication process between frontline employees and management.• Lowered repeat incident ticket rates by designing new standards to resolve issues on first incident.• Administered networking monitoring for two large scale events by identifying unique architecture and tailoring operation plans; 2016 Democratic National Convention and 2015 Papal Visit to Philadelphia.

Administered end-to-end management on numerous projects for Operation Center department and Maintenance Technicians, including web application design, technology implementation, process design, and organizational realignments. Executed auditing, strategy planning, and process designs for efficiency enhancements; collaborated with various departments and team members.• Reduced overlapping costs and created capability of sharing incoming calls through consolidation of phone platforms throughout multiple business units.• Led merge network monitoring project within Northeast Division and Time Warner Cable by managing organizational effort of immigrating customer services.• Decreased trouble ticket calls and improved response time by developing new workforce management tool for Technicians to intake and prioritize work based on customer needs.• Optimized reallocating headcount process within two business units by leading strategic planning of reorganization.• Conducted training and development sessions to technicians on new workforce management tool.

Led daily activities associated with network issues involving identification and resolution; supervised 14 Network and HFC Technicians. Designed and maintained procedural guides for operational efficiency; conducted continuous analysis and created various reports encompassing HFC plant health, outage events, trouble call trending, and XOC success metrics. • Acquired annual cost savings of $200K through identification and improvement of gap in call deflecting during network maintenance tickets.• Improved processing efficiency by designing formula to measure productivity per Network Technician.• Enhanced daily recording and reporting of network maintenances as key team member in developing SM Night Monitor Tool.• Performed training and mentoring meetings to staff members on technology and networking advances.

Diagnosed issues within network encompassing over a million customers throughout MD, VA, DC, DE, and WV. Monitored range of equipment involving Cisco and Juniper routers, switches, and hubs; supplied updated information to management on current network conditions and customer experiences.• Attained 94% ticket quality score average by maintaining high productivity through effective multi-tasking.

Documented information into trouble ticketing system, including diagnostic results, repair data, and escalation when needed. Managed communications with customers through resolution involving field and internal staff; isolated video, high speed internet, and telephony problems.