Stephen Fiore Email & Phone Number

Reston, Virginia, United States

Washington D.C. Metro

As the Senior Director focused on CS Solution Delivery, I architected and led the implementation of complex, scalable hybrid on-prem and multi-cloud data access platforms and deployed security governance for sensitive data and data lakehouses for our public sector clients. Furthering my technical expertise, I helped develop and execute growth strategies to support Commercial Solutions for Classified (CSfC) using our AI discovery platform. I led the team to deliver Long-Term Support (LTS) versions, implementing an Agile sprint to solidify user stories and a proper backlog.My tenure at Immuta has been marked by transformative change, particularly in our approach to customer success and solution design and delivery, by championing and tailoring customer-centric engineering service programs, solution use cases, and contracts.• In my role, I've successfully guided Immuta’s customer success and engineering team members through various stages of their use-case discovery, solution adoption, and platform onboarding. This hands-on approach has delivered smooth transitions and foundational processes.I expertly facilitate crucial conversations, guiding clients through their Immuta and data security transformations. By architecting and executing comprehensive account success plans, I have driven accelerated value, adoption, and sustained growth within each account, significantly contributing to our overall success. My approach to identifying and resolving pain points and operational inefficiencies has resulted in tangible process improvements and enhanced operational excellence.Leveraging security requirements, I have assisted clients in Authority to Operate (ATOs) by supporting the Risk Management Framework (RMF), ensuring regulatory compliance. By fostering seamless collaboration between Sales, Customer Success, and Technical engineering teams, I have played a pivotal role in enhancing operational efficiency and customer satisfaction for 75% of our customer base.

Washington, District Of Columbia, United States

In a cross-functional role, I developed a deep understanding of customers' global business migration and development priorities. I demonstrated mastery in aligning and scaling technology resources to achieve optimal outcomes for Cisco and critical vaccine-producing manufacturers.My comprehensive technical knowledge spanned Cisco products, services, and technology, complemented by expertise in Agile projects and ITIL's service delivery, operations, and continual improvement (CI/CD) frameworks, ensuring excellence in service execution.• In delivery execution, I was entrusted with a $10 million Big Pharma portfolio, delivering 24 simultaneous IoT and Zero Trust Security architectural initiatives. I refined the end-to-end ecosystem and managed customer design, delivery, efficiency, and quality. I proactively addressed risks, issues, and customer concerns, fine-tuning the execution of 12 critical pharma programs. I also assessed project performance to anticipate and rectify potential challenges with vaccine production.• I established robust governance and communication structures, driving consistent delivery excellence and outcomes while championing the adoption of automation to enhance efficiency and eliminate errors. I was accountable for demand and capacity management, ensuring the successful delivery of customer projects.• I built and nurtured impactful client relationships by leveraging strong collaboration and communication skills. As a cross-functional leader, I effectively managed client expectations, ensuring the realization of customer outcomes through the execution of contracted services. My diplomatic and confident approach and practical negotiation skills facilitated the resolution and prevention of over/under delivery, ultimately delighting stakeholders. Working in close partnership, I directed the efforts of project managers, ensuring alignment with overarching goals and objectives for each project.

Washington, District Of Columbia, United States

As a Senior Service Delivery Leader at Cisco, I supported the National Security Community, holding a CE active TS/SCI with Poly. I was pivotal in shaping a strategic $100 million DevOps software-driven network platform and next-generation, agile network design to meet an expiring Authority to Operate (ATO) for one of our top Goverment customers. Simultaneously, I led a $300 million enterprise-wide delivery engagement team comprising ten highly cleared technical Subject Matter Experts.My influence extended to guiding the team to leverage their strengths, resulting in a cohesive and innovative service matrix that exceeded customer expectations. We managed security risks in third-party components and actively monitored sources for vulnerability reports from Cisco, achieving a per-deployment review model that showcased our commitment to delivering exceptional results.• I successfully established an ‘unclassed’ architectural board across five joint SI and channel parties, articulating perspectives on technological drivers and addressing roadblocks in co-development code. This holistic approach to understanding priorities, alongside broad development teams, decisively contributed to the convergence of technology and business development strategies.Navigating two very complex service delivery scenarios (use cases), I fostered innovation by providing direct contact to developers and product owners, contributing to the strategic success of the intended mission. In this customer-focused leadership role, I established strong connections with Technical Directors (TDs), Deputy Chief, and other Chief officers, influencing technology strategy and engaging with procurement. I crafted a vision for customer success, leading a diverse team to deliver exceptional results.

Washington D.C. Metro Area

As the principal leader overseeing all 15 engineering service staff members, I built a trusted team that consistently drove an average of nine simulation projects and programs across various customer initiatives. I owned and managed multiple teams focused on providing professional services, post-action support (PAS), and overall project and programmatic execution, strategically and tactically optimizing resourcing.• I managed the financial forecasting of a $1.6 million budget, setting workforce levels to support KPIs such as ETC (Estimate to Completion), backlog, project profitability, department utilization, and project FAC (Forecast at Completion).• A key aspect of my role involved ensuring compliance with stringent security requirements and cybersecurity standards. By integrating comprehensive security protocols and best practices, I safeguarded sensitive data and maintained regulatory compliance, which is crucial for our clients in highly regulated industries.The heart of my accomplishments lies in leading and cultivating high-performing teams through strategic guidance and mentorship. I empowered team members through weekly touchpoints and shadow exercises, fostering a culture of innovation and continuous improvement.• I led the establishment of global standards for tools and techniques, reinforcing our Quality Management System (QMS). I stabilized multiple programs by guiding the team in implementing standardized tools, processes, and methods, substantially improving the service experience: this increased efficiency, reduced errors, and enhanced collaboration across the board.An essential facet of my leadership has been the comprehensive oversight of three core service disciplines: PMO, Service Delivery, and Support. I consolidated decision-making and strategic management for Client Service Operations (Professional Services) and Support organizations, ensuring alignment with cybersecurity and compliance objectives.

Washington D.C. Metro Area

As a senior leader, I operated as the principal authority for our technology “go-to-market” strategies and programs. Focused on the public sector; I served UNICOM Government in the development of core Engineering competencies, building and performing to a 5.4M OpEx. Introduced a long-term budget plan for our Customer Briefing Data Center, ensuring OpEx and CapEx are funded despite struggling revenue and strategic facilities relocation.• Provide leadership for a 15-person geographically dispersed team of pre, and post-sales engineers, solutions architects, and technical configuration subject matter experts.• Directed all aspects of strategic technology planning, implementation, and serviceable technology adoption, progressively influencing a brand-new market segment as head of the Engineering Division.• Supported UNICOM Global and its 40 other constituents, our partners, and other operating groups, in adopting, transforming, and maneuvering valuable technologies.

Washington D.C. Metro Area

Drive the development and coordination; planning and leading the execution of numerous large-scale and long-term IDIQ and GWAC procurement programs and projects, exceeding a multi-million-dollar threshold. Taking a leadership approach, I regularly aligned with field sales, and engineering to convert high priority customer engagements into revenue. Typically exceeding target goals while adhering to stringent fiscal responsibilities. • Building competencies around Cloud Computing & Hyper-convergence Infrastructure, Data Networking, Wireless, Storage/Server Consolidation, and Cyber Security Solutions• Serving as Solutions Architect for UNICOM Government, formally GTSI, I coordinated the development and tuning of award-winning, multi-million-dollar solutions for the public sector.• Responsible for analyzing, defining, documenting, and articulating functional scope. Achieving numerous solution designs that satisfied countless agency's mission and mandate adherences.• Oversaw customer innovation functions, ensuring maximum uptime, 24x7 monitoring, and optimization of our branded services.

Washington D.C. Metro Area

Directing the day-to-day operations of a Cable/Broadband and IP-centric $40M B2B Service Desk, Engineering and Technical Customer Service operation employing tactical and strategic planning; executing to enhance profitability, productivity, and efficiency. Managed the real-time performance of staff, outsourced call center, and carrier back-end in a highly volatile network environment; managing the ‘heart' of operations developing and employing performance measures; similarly; Key Performance Indicators (KPI's) and SLA's.Lead the charge for an aggressive process re-engineering program that improved infrastructure reliability, staff productivity, reduced cost structure, and maximized output and profits, decreasing OpEx 46%. Influenced proactive management techniques to decrease downtime and improve customer communications by implementing measurable Scorecards and relative ‘Outage Notification' and Continuity/Disaster recovery processes.• Recommended architectural and operational service and infrastructure improvements, to include designing solutions and there integration/provisioning.• Designed and implemented new service support response standards for core business services.

Washington D.C. Metro Area

• Offered continued maintenance and development of bug fixes and patch-sets for existing ‘as a service’ solution in a DevOps format. • Developed company policies, technical procedures, and standards for preserving the integrity and security of data, reports, and access.Responsible for the overall direction, coordination, implementation, execution, control, and completion of Discovery Educations COSMEO.com pilot project, a comprehensive digital library that included easy to digest homework help, interactive learning games and more than 30,000 video clips that are correlated to grade level and state curriculum standards. As Project Operations, I warranted technical consistency with corporate strategy and goals, functioning to make sure the efficient and timely product production.

Greater New York City Area

• Provided group/business level technical service management, recommending strategic direction and operational system strategies, contributing to policy planning, program development, staffing, strategy.• Established initiatives to improve back-end technical support aspects of the operating business by developing a program for modification and integration.Developed and directed the day-to-day technical support operation, befitting the foundations of an off-site representation of Apples ‘AppleCare' Technical Service Operations. These foundations enabled each location to become a self-sustaining IT services group, translating to what is better known today as Apple's' Genius Bar'. Charged with a tactical team and infrastructure design, I established back-end systems and personnel workload trend metrics and goals, issue resolution approach methodology, personnel development with a long-term vision for continuous improvement across all technical service areas of the business.

Greater New York City Area

• Yielded end-to-end services of unmatched Web, Brand and Infrastructure development strategies to most any company or organization regardless of their practiced industry. • As principal, I guided and participated in the organization’s protraction of e-Business, IT Support and Technology Consulting Services