Sr. Program Manager-Global Convergence, Inc (GCI) July-2015 to January 2018
Provides primary process development/improvement and program/project management in the creation and delivery
of new and existing global support services with an emphasis on scalability. Responsible for requirements gathering
and process/project development and execution to modify or add to current standard best practices in process
development, staffing, logistics and application integration. Services include but are not limited to OEM support,
network/infrastructure integration and implementation and logistics planning. Extensive experience in collaboration
and execution with both domestic and international resources and facilities. Emphasizes top-line revenue growth with
a focus on operational excellence for maximum bottom-line benefit. Extensive application of Lean and Agile principles
for maximum flexibility, efficiency and continuous improvement.
-Collaborated in establishment and execution of PMI-based project plan to assume overall responsibility for voice
systems in LATAM and ASPAC for a global pharmaceutical company
-Provided strategic guidance in creation and implementation of procedures and project to assume responsibility for management of a global voice network
-Working with related departments, created end-to-end procedures for resource planning, ticketing and continuous
improvement for two new customers in a joint venture with our logistics provider
-Assumed and guided to completion a project to migrate global logistics from a 20-year incumbent to a new provider; established additional procedures for ongoing expansion
-Provided ongoing consulting support to other strategic programs/projects as needed
Sr. Program Manager (@ Cisco Advanced Services) Sep-2014 to June-2015
Provided pre-sale and post-sale program management support of the Cisco U.S. Advanced Services Commercial South and West areas. Duties include, but are not limited to, facilitation of resource planning and execution, project management, revenue and cost forecasting, customer satisfaction and P&L in over 200 concurrent projects.
-Developed standard template for resource staffing request, reducing processing time by 15%
-Developed and maintained strong working relationships with Mexico City, Krakow and Bangalore-based GSP (Global Services Provisioning) teams
-Developed and maintained strong working relationships with COE (Centers of Excellence) for each technology to expedite optimal resource identification and assignment to projects
-Developed standard template for accurate creation and tracking of cost and schedule indexes for all projects
-Contributed to development of tracking methodology for resource requests
-Ongoing monitoring and evaluation of project staffing and tracking facilitating a continuous improvement environment
Cisco Systems-Richfield, OH April 2000-October 2013
Program Manager-Advanced Services (AS) Delivery-Commercial May 2011 – October 2013
Provided pre-sale support and managed delivery of Cisco Advanced Services portfolio to customers in the commercial segment via a strong matrix organization. Responsibilities include, but are not limited to, project/process consulting, scoping, resourcing, scheduling, project management (directly and via assigned PM), problem escalation/resolution, risk/change management, customer satisfaction and P&L.
-Developed and maintained strong relationships with product and services sales where none previously existed
-Leveraged value stream mapping to develop and expanded support for services sales with education about and expertise in services offerings to reduce sales/booking cycle by 20%.
-Reduced booking time and delivery efficiency via value-stream-mapping and continuous improvement in pre-sales and delivery operations contributing to a 78% year over increase in revenue
-Expanded active projects and tracking methodology from 6 to over 60 active engagements
-Established and expanded customer database facilitating customer satisfaction (CSAT) survey capabilities
-Veterans Champion-Cisco Diversity and Inclusion Program: Primary lead working with Corporate Affairs to develop a comprehensive program to identify opportunities to assist growing veteran population with training and employment opportunities within Cisco.
Senior Manager, AS Delivery-US Enterprise June 2005 – May 2011
Provided pre-sale support and managed delivery operations of Cisco Advanced Services for one or more regions or customer segments, including P&L, resource allocation, negotiation and customer issue resolution; managed delivery of services portfolio in excess of $50,000,000 across multiple segments of Fortune 100/500 companies.
-Managed overall services delivery of multiple $10,000,000+ multi-year proactive network optimization services supporting national and global enterprise operations.
-Leveraged continuous improvement processes to maintain 98% renewal of existing customers while supporting and attaining additional growth in revenue and profitability
-Attained or exceeded all metrics (customer sat, profitability, realization) via pro-active communications and continuous improvement processes
-Championed introduction and implementation of proactive PM services to a wider range of offerings resulting in higher customer satisfaction, more effective use (billable utilization) of technical resources and higher profitability
-Established relationship and effective utilization of remote resources from Bangalore (India), Krakow (Poland) and Mexico City (Mexico).
Manager, Professional Services April 2000 – June 2005
Managed overall services delivery of Cisco professional services portfolio ($50,000,000+) in multiple segments of Fortune 100/500 companies; services were primarily custom, SOW-based engagements to assist in the design, implementation, operation and optimization of customer networks (L3/4 infrastructure, voice, data center, security, wireless).
-Consolidated a disparate, 19-member delivery team across 5 states into a cohesive, collaborative team
-Successfully managed delivery of 3 years of post-sale design and implementation support of a $65,000,000 hardware sale in the complete displacement of a competitor
-Maintained or exceeded all metrics regarding billable utilization, profitability and customer satisfaction
-Key contributor to establishing a standard method of project tracking and financial management in a rapidly growing environment contributing to 20% increase in revenue forecast compliance and accuracy
RPM Consulting-Columbia, MD July 1995 – April 2000
Managing Consultant/Regional Manager-MidWest
Developed and managed delivery of specialized consulting and implementation services for Fortune 100/500 firms, state/local governments; respond to RFP/RFQ/RFI or assist customer with development of same.
-Member of core staff that grew company from thirty regional employees into a 350 employee national organization which was subsequently acquired by a larger corporation
-Key contributor in the development of corporate organizational structure and processes to support the extremely rapid growth
-Reviewed operational processes to identify and eliminate waste for the fleet operations of a major grocery wholesaler positively affecting numerous areas of operation such as 40% increase in mechanic productivity, 85% reduction in spares inventory and identification and elimination of unauthorized use of fuel points
-Assessed and recommended IT management process and carrier SLAs of a state government reducing network downtime to critical applications by 50%; provided stabilization of network environment to permit support of continued growth of applications and users.
• MBA-University of Phoenix, Cleveland
• BS/BM-University of Phoenix, Cleveland (w/honors)
• PMP #1643480
• PMI-ACP (est 6/18
• ICAgile Certified Professional
• ITIL V.3 Foundations #00037791
• Lean Mastery-University of Akron
• Lean Master’s Certificate-Office and Service (est 6/18)
• Six Sigma-Greenbelt Training (SkillSoft)
• US Army/Army Reserve – Retired as Master Sergeant (E8)
• MOS 96Z00 (Sr. Intelligence SGT) with H and M designators