Lead the Client Success & PMO Team, including developing team capabilities, resource alignment, and further developing team standards/processesManage 4-5 critical anchor account relationships owning project/program/services implementation successManage PM/Engineering workstreams in ongoing services engagements and partner with sales on developing new business opportunities within anchor client accounts.Partner with sales on developing new business opportunities within 1 - 2 OEM relationships

Oversee and manage the relationship with a handful of enterprise clients throughout the ongoing engagements. This position works closely with Strategic Account Managers to drive revenue, manage the overall service delivery, and serve as the primary escalation point and account strategist. Responsibilities include:* Management of overall service delivery and client escalation* Guide project managers and technical staff on milestones and deliverables* Work with clients on maintaining technical roadmaps, initiatives, and long-term planning* Manage client resource planning and client project budgeting* Collaborate with Service Delivery management, Practice Managers, and Sales on staffing and pipeline activity* Direct and participate in formal client sessions including executive/steering committees and launch teams* Drive overall client satisfaction, scope control, and general engagement satisfaction

Own programmatic Cisco relationships, create strategic areas of growth, and ensure we collaboratively provide value to our shared clients' business resultsManage complex, multi-faceted services engagements while maintaining a track record of excellent client results, positive feedback, and successful adoption of technology initiatives, which have influenced millions of dollars in additional product and services purchasesManage Xentaurs Portfolio Management Office (PMO). Responsibilities include overall project resourcing, collaboratively building internal processes to support our delivery models, and managing internal projects as neededSupport presales in the scoping and proposing of new engagements

Own Cisco, Partner, and VAR program relationships and ensure we collaboratively provide value to our customers' business.Manage Accelerate/POV engagements and professional services for Cisco, Partners, and VARS, ensuring engagements complete within agreed timeline / budgets and result in satisfied customers, thus accelerating technology adoptions.*Current project focus: Security, SDN, Cloud, and Infrastructure as CodeCo-manage Xentaurs' Portfolio Management Office (PMO)

Current Focus: PMing Tetration & ACI PoV Engagements and managing Cisco co-funding program for a client IT Services companyPrevious major efforts: Interim PMO and then onboarding new PMO for a client IT education companyLuthien Consulting also provides a variety of services to meet your business needs, including:Project/program management, specializing in training development and IT projects from a local to global scaleBusiness/process improvement consultation, from assessing needs to evaluating implemented solutionsCultural transformation, especially equity/diversity improvement efforts and integrating cultures from mergersCopy-editing/Technical writing, etc.Coaching/facilitation

• Collaborate with major client accounts to create/update technology adoption-driven course development for the overall life cycle of their new technology releases and later feature updates, including managing all aspects of courseware development projects and launch planning within budgets ranging up to $500,000.• Created best-practice development cycle process using a modified Agile project methodology to ensure course development iterations experience Design, Alpha, Beta, and Pilot review cycles to ensure highest quality product at launch.• Communicate and initiate improvement opportunities throughout the company, most recently focused on opportunities from the 2017 merger--addressed cultural, communication, and process issues• Honored to be the only employee recognized for the year (in December 2018) for my contributions to Firefly• Manage development launch schedules to ensure market launch promotion and instructor ramp occurs well in advance so as to drive the most participation possible to deliveries and with a highly prepared teaching staff• Grew an account from a single course offering to becoming a major client with several global courses launched. • Recent clients include Dell EMC, Cisco, and Pure

• Manage technical and sales course-ware updates within assigned portfolios on an ongoing, life-cycle basis, including project managing lab installations or upgrades, as needed.• Be the single Source of Truth/Communications Hub for internal and external stakeholders• Enable Sales, Operations, and Instructor Leads to maintain sufficient delivery capacity for each training program, especially ensuring the instructor team is ramped ahead of peak scheduling on new iterations of course-warePrograms included:*Dell EMC: VxBlock, VxRack Flex, VxRail, VxRack SDDC, Demand Generation training* IBM: VersaStack* Cisco: UCS, UCS Director* NetApp: FlexPod All Flash Array, SolidFire* Pure: FlashStack* Citrix: Networking* Internal Firefly Merger: Minor systems and Collaboration tools integration* Internal Firefly Communications: Bi-weekly All Hands calls

• Manage instructor-led and distance learning technical, sales enablement and demand generation projects, usually for Cisco and/or Partners, within budget throughout the project life cycle. • Manage internal lab builds/upgrades in support of development projects with hands-on learning requirements• Program Manage Firefly's Test Drive (TM) relationship with CiscoProjects Included:Integrating Cisco UCS with Microsoft ServicesUCS Director AdvancedFirefly Lab Infrastructure Upgrade of UCS Director to version 5.0SAP Videos on DemandDesktop Virtualization Test Drive (TM)Cisco Application Centric Infrastructure for Account Managers (ILT and Video on Demand)Cisco Data Center Series Videos on Demand: UCS Director, FlexPod, and Nexus 1000VCisco DCNM-LAN, DCNM-SAN, DCNM OverviewVCE Vblock Test Drive (TM)FlexPod Test Drive (TM)Citrix NetScaler Test Drive (TM)Citrix IBM SoftLayer Sales EnablementSAP HANA Cisco NetApp Sales Playbook

• Coordinated communications between command center, Symcor and SunTrust staff during the largest systems conversion in banking history, providing clear communication channels and immediate attention to command center issues. • Identified best command center practices during the test conversion. Changes implemented for live conversion contributed to improved service to the SunTrust client and a successful conversion.• Created quick reference guides for communication and handling conversion issues. Guides provided Symcor and SunTrust staff with resources and quick instruction during the live conversion, which led to more efficient and effective use of conversion staff’s time.

Managed, designed, and delivered performance-based, blended curricula supporting 20 sites within the 24x7 bank operations division. Led, participated and consulted on diversity and inclusion efforts within Human Resources and client business units.• Advised senior leaders on issues of diversity and inclusion within HR. Challenged assumptions and helped create an environment where all team members were valued for their abilities, maximizing talent. • Teamed with other diversity leaders to create a cadre of coaches to broaden and deepen HR team members’ understanding of diversity and inclusion issues, improving employee engagement and reducing turnover costs.• Facilitated monthly Community of Practice for diversity coaches to further deepen their own understanding of issues of diversity and inclusion, increasing coaches' knowledge, morale and productivity.• Managed technical and team-building training projects that delivered under budget and within deadlines. Methods included facilitating in-person, conference-call, and virtually. Blended delivery methods reduced training delivery time and costs.• Developed/updated course-ware using the Assess, Design, Deliver, Implement, Evaluate (ADDIE) methodology and coached other facilitators, as needed, providing consistency across organization and contributing to clients meeting or exceeding goals and key performance indicators.

Managed, designed, and delivered performance-based, blended curricula supporting 20 sites within the 24x7 bank operations division.• Diversity Leadership Team: 13 months of deep diversity learning using Elsie Y. Cross’ diversity model. Topics included: learning about bias and oppression; dominant/subordinate group perspectives on race, gender, and sexual orientation; tracking (observation without judgment); and open, honest dialogue about issues of diversity from system, group, and individual levels. Became a change agent to increase employee engagement.• Advised senior leaders on issues of diversity and inclusion within HR. Challenged assumptions & helped create an environment where all team members were valued for their abilities, maximizing talent. • Teamed with diversity thought leaders to create a cadre of coaches for HR staff to broaden their understanding of diversity and inclusion issues, which led to higher engagement and reduced turnover costs.• Commended for relationship-building abilities among teammates and clients, particularly clients with sensitive and/or specific needs, leading to faster problem resolution.• Developed/updated course-ware using the ADDIE methodology and coached other facilitators, providing consistency across organization and contributing to clients meeting or exceeding goals and key performance indicators.• Successfully led and participated in special projects, as needed, including designing, facilitating, and supporting three major merger integration projects, system implementations, and upgrades, contributing to increased process and/or system efficiency.

• Designed/delivered curricula using the ADDIE methodology, built strong relationships with clients and anticipated solutions to meet their business needs and goals• Led the Assessment and Evaluation teams, improved effectiveness of department members, maximized resources and reduced costs in the department.• Coached teammates on Jack Phillips’ 5 levels of training evaluation, increased productivity and ability of teammates to prove returns on clients’ investments.• Managed ILT and distance learning products• Assisted in editing and layout of IT internal monthly publications