Manage customer satisfaction of Customer Support Business Group (CSBG) Senior Managers, Sr Directors and Product Managers through support of various programs.• Leading the SharePoint Search migration from on-prem to cloud by coordinating requirements from IT, application and business teams, gaining agreement from business and IT leaders on a milestone plan, and driving a cross-functional team to execute against the plan I developed.• Providing operational support of the CSBG business by tracking GIS quarterly KPIs, resource requirements, high impact outages, and associated RCCAs to completion. Additionally providing operational support of wearables devices (HoloLens and RealWear) used by field and engineering to provide remote support of external clients.• Tasked with the challenge of creating workflows capturing the Advanced Services license process workflows in Abacus. Accomplished this by learning the Abacus tool, interviewing 20+ people including Product Managers, engineers and managers, creating the workflows, then holding multiple review sessions with stakeholders until reaching concurrence on the existing “as-is” processes and vision for “to be” processes. • Developed detailed administration how to guides and procedure document for the Software Product site, through interviewing the current administrator, learning the site processes, then creating the documentation.

Utilize my program and project management skills to lead implementation of enhancements for Global Quality applications through coordination of cross-functional teams. • Provided program management leadership for 4 multi-enhancement releases, including requirements gathering and agreement, solution and functional specs development and approval, driving development to the schedule, overseeing UAT, and working with the business on change management, and go live. Held checkpoint reviews with key stakeholders including Global Quality Vice President.• Drove TrackWise upgrade including developing a detailed MS Project plan, leading the teams through infrastructure builds and application configuration for sandbox / dev / QA / training / production environments, and working with Lam business on change management plan, through successful execution of the upgrade.

Project manager responsible for executing Hybrid Cloud project implementation including gathering client requirements, creating and managing a project plans, documenting sprint plans, capturing issues, risks and mitigation plans, leading technical resources, owning client communication, tracking costs against budget, and reporting status to management and executives. • Spearheaded implementation of IBM Cloud Automation Manager (iCAM) on OpenShift private cloud following an agile approach for Japanese financial services client. Led daily scrum calls with cross-functional IBM teams and client resources, managing risks and tasks and overseeing sprints. o Delivered 3 cloud endpoints, 8 patterns, and 6 integrations• Collaborated with product owners and sales team to lead proof of concept competitive bid following agile approach with sprints and retrospectives, resulting in signing with financial services client. Facilitated implementation of IBM MCMP cloud platform integrated with client’s AWS and GCP cloud providers through cloud build then monthly sprint functional releases.• Directed multiple cross-functional teams to develop and manage a complex MS Project plan, manage risks and mitigation plans, and track costs against budget to implement a vRealize hybrid cloud solution. o Delivered 3 cloud endpoints, 5 patterns, and 21 integrations • Drove implementation of IBM Cloud Orchestrator (ICO) cloud project, overseeing design creation, creating an MS Project plan, tracking risks and issues, managing changing client requirements, and providing weekly status reports. o Delivered 2 cloud end points, 12 patterns, and 14 integrations

Provided program management, project management, delivery management, and customer relationship management on-site for Silicon Valley semiconductor client, with demonstrated results in building strong client relationships, financial management and leading global teams in US, India, Brazil, and Argentina.• Led program management over data center consolidation including virtualization and migration of 90+ servers between data centers and storage virtualization.• Directed technical teams and client resources to implement auto ticket creation of alerts, auto diagnosis and auto resolution of common issues for improved labor efficiency and quicker issue resolution. • Drove implementation of server build automation improving server build efficiency from 2 to 4 weeks to as quickly as one day.• Achieved strong financial results driving 20+ percent gross profit in each of the last 6 years. • Provided program management leadership to an average 100 new business proposals per year to increase revenue. Managed costs in order to maintain and drive GP.• Led delivery teams to virtualize and upgrade over 100 Windows servers and global network devices for customer bringing environment to currency and improving operational stability.

Provided program management leadership over global delivery teams from Argentina, Brazil, Canada, India, and US to provide seamless service, meet service level agreements, and deliver new project requests. • Completed implementation of a large server consolidation and upgrade project for client’s internet, intranet, and extranet environments by client’s challenge target date, receiving accolades from the client’s VP of IT and Director of Global Web Solutions.• Teamed with Project Office to negotiate two new contract extensions with the customer, adding $60m in revenue for IBM. • Received an outstanding Client Executive customer satisfaction rating of 10 out of 10 for 2005 to 2007. • Recognized for 2006 accomplishments for achieving cost, revenue and customer satisfaction targets through award of Hundred Percent Club and Global Technology Services Americas Leadership Team Award.