Report to the CISO and perform the Chief of Staff role. Collaborate with the CISO to develop and manage the implementation of the new global security program roadmap and OKR’s. Responsible for planning, prioritizing, and executing the project roadmap. Manage programs throughout the lifecycle. Support requirements gathering, project planning, and schedule development. Kick-off projects and establish core team meetings. Prepare agendas and materials for project, vendor, and leadership meetings. Take detailed notes, track action items and decisions made. Manage the global information security risk management program and committee. Facilitate monthly meetings, track project remediation to close out risks, and ensure risk register is current. Provide weekly and monthly program status reporting. Create Board of Directors and Leadership presentations and manage the process to finalize presentations with the Information Security Team.

Reported to the Senior Director of Technical Project Management. Participated in defining team standards, SOP’s, and hiring of resources. Supported project review and lessons learned sessions. Managed a team of Senior Program Managers. Managed projects assignments, utilization, and performance management. Helped to address conflict, build morale and clear roadblocks. Responsible for oversight of the Network Operations portfolio. Managed projects end-to-end. Maintained project status dashboards and schedules. Produced executive level program updates. Kicked-off projects, built core teams and established core team meetings. Prepared agendas and materials. Took detailed notes, tracked action items and decisions made. Tracked task-level status and held project performers accountable for attending and participating in project meetings, and completing tasks, and assigned action items on-time.

Reported to the Chief Network Officer (CNO) and perform the Chief of Staff role. Responsible for oversight of the Network Operations program portfolio. Supported the Leadership Team. Managed a team of Senior Program Managers. Managed projects assignments, utilization, and performance management. Helped to address conflict, build morale and clear roadblocks. Managed major strategic task force programs focused on improving availability and stability, and security. Developed and managed multi-phase network integration plan due to acquisitions. Prepared internal briefings on program operations, strategy, and initiatives. Created Board of Directors and Leadership presentations and manage the process to finalize them. Managed projects end-to-end. Kicked-off projects, stablished core team meetings. Prepared agendas and materials for project meetings. Took detailed notes, tracked action items and decisions made.

Was responsible for management and oversight of the Network Operations and Information Security program and portfolio and dotted line reported into the Chief Network Operations Officer. Managed a team of senior technical project managers including performance management, escalation support, coaching, resource assignments, goal setting, and conflict management. Was lead Program Manager providing management, support, and oversight for network operations and information security programs including several task forces aimed at improving availability and security. Managed multiple concurrent, multi-phased programs and projects to achieve strategic business and organizational objectives leveraging both agile and waterfall methodologies. Managed programs and projects through the entire life cycle. Initiated projects, built project teams, established core team meetings, managed design and planning, and milestone and project schedule development. Produced and distributed thorough meeting minutes highlighting key decisions made, next steps, and action items, with defined owners and dates, and tracked items to closure. Tracked task-level status and held project performers accountable for attending and participating in project meetings, completing tasks, and assigned duties on time. Worked with project team members to remove constraints and mitigate risks by developing a risk analysis and mitigation plan, foster cross-team communication, and provide on-going motivation and support. Produced program status reports and dashboards, risk mitigation, escalation, and scope change reports. Produced monthly status reports and presented at quarterly reviews with leadership. Participated and managed lessons learned sessions, developed and maintained the network operations program management standard operating procedures, templates and artifacts.

Developed and program managed the global online customer support channel across all lines of business. Conducted an in-depth analysis of the current support structure, produced a recommendation report, and developed a schedule to manage the launch of the new e-support channel. Produced and maintained standard operating procedures, policies, and quality programs. Managed the deployment of the new email support and internal escalation team, and quality programs to ensure adherence, and provided senior level oversight of e-support channel. Produced and distributed e-channel support reporting metrics, analytical reports, and dashboards, and managed a chat support pilot program.

Senior Manager, Account Services & Websites (04/04 – 07/05)Developed and managed the integrated creative agency providing customized online advertising services and solutions responsible for bringing in over 14.5 million dollars in revenue for the business. The agency included VIP Account Services, a Web Development and Search Engine Optimization team. Senior Manager, Technical & Lawyer Home Page Support (02/02 – 04/04)Developed and managed the Technical and Online Support and Banner Advertising teams responsible for supporting lawyers.com, law directory CD-ROM’s, Banner Ad development, auto-build do it yourself websites, and providing internal Siebel CRM technical support.

Developed and managed the daily operations of the Customer Care Department for a .com start up company. Developed new Customer Care department from the ground up including developing and maintaining all standard operating procedures, policies and service level goals. Developed and implemented product user guides, FAQ’s and training programs for customers and sales. Evaluated recommended web browser support application to improve product training and support; developed training documentation and managed deployment and ongoing vendor relationship. Participated in Siebel CRM implementation and provided requirements to effectively support customers.

Developed and managed global Customer and Technical Support Channel for a .com start up company and traveled worldwide. Managed the deployed of our global call centers from the ground up and developed all standard operating procedures, polices and set service level goals. Developed and managed support and product training programs including the development of all documentation and training to all employees and vendors globally. Developed front end specifications and business requirements for in-house customer contact and automated fulfillment system; developed and maintained processes and training documentation. Attended global technical and Internet trade shows, provided booth support and product training to all booth visitors and provided technical support to the booth’s computer systems.