SUMMARY:

• Accomplished Technology Program Leader whose passion is leading the delivery and support of best - in-class infrastructure-based services for my customers, services which best measurable KPIs, exceed expectations, have recognized business value, and enable bottom-line business outcomes.
• With a focus on continually improving people/processes/tools in rapidly changing agile environments, I have a proven track record of building and consistently exceeding customer-centric, operational excellence and financial KPIs for leading global technology organizations.
• Program managed the planning, design, upgrade and migration of Cloud & Managed Services’ datacenter infrastructure (VMWare/HyperV, Linux, NAS, MPLS WAN) and applications over 14 months to two new global datacenters primary plus BCDR site), which was completed on-time, under budget ($1.5 M budget) and with no unplanned customer downtime, while balancing migration and daily deployment/support activities. ( Confidential, Senior Global Operations Manager
• Built and led global 24x7 dedicated L1-L3 organization (people, processes, tools) for Services organization’s hosted and cloud infrastructure (compute, storage, network, OS/DB, applications) utilizing a follow- the-sun model, which resulted in significantly improved case resolution times (67% decrease in MTTR) and platform availability (95%->99.999%), while reducing operating costs 44%. ( Confidential, Senior Global Operations Manager)
• Working with a diverse group of internal and customer stakeholders, developed unified, global channel partner program working cross-functionally across multiple regions, including implementing incentives for Partner business and delivery performance, resulting in a 42% increase in Partner revenue and 50% increase in Partner services attach rates Y/Y. (Nokia, Global Partner Program Lead).
• To create a uniform and efficient onboarding process, developed and implemented global customer contact support strategy (customer contact/escalation processes & procedures, regular proactive touch points/quarterly business reviews, customer support portal) for leading Services organization, contributing to large increase in customer satisfaction (4/5-> 4.87/5), significant improvement in customer retention (120%), and large growth in customer base (350%). ( Confidential, Senior Global Operations Manager)
• Designed, built and migrated services to a new green field datacenter for TelVista/TelMEX to support a third- party contact center which was completed on time and 33% under budget (TelVIsta/TelMEX, Senior Infrastructure Program Consultant).

TECHNICAL SKILLS:

• Cross Functional Infra Leadership
• SaaS, PaaS delivery
• Continuous Improvement
• Agile/Scrum Leader
• Proactive Performance Monitoring
• Data Center Migrations/BCDR
• Incident & Escalation Management
• ITIL Processes/Performance
• Managed Services

PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX

Senior Scrum Master/ Program Manager

Responsibilities:

• Delivered exceptional leadership and guidance in conducting sprint planning, sprint retrospective, sprint review meetings and daily scrums for key platform functionality to achieve set objectives.
• Directed sprint planning, sprint retrospective, sprint review meetings and 3x weekly scrum meetings while facilitating others’ success, removing obstacles to achieve Sprint goals.
• Confirmed team’s progress and successes are highly visible to all stakeholders by delivering required information. Delivered proactive support to Product Owner, while communicating updates, removing impediments, and facilitating backlog/release plan to all stakeholders.
• Improved project outcomes and deliverables by spearheading and delivering complex programs/platform capabilities (e.g., new point of presence in China, new Content hub, new learning management system), while strategically positioned as Platform Scrum Master for key platform components.
• Enhanced customer base by 55% Y/Y and expanded coverage to 180 countries by streamlining processes and upgrading platform functionality while working in an AWS Cloud environment.

Confidential, Austin, TX

Senior Principal Account Manager

Responsibilities:

• Ensured continuous performance improvement by delivering strategic and delivery leadership to key Public Sector Cloud and Managed Services accounts, while ensuring operational performance and customer satisfaction while managing customer growth activities.
• Confirmed account development/growth and maximized customer satisfaction/retention rates by delivering excellent customer service and account development activities.
• Attained 52% Y/Y increase in Public Sector Managed Services revenue, while providing successful RFP development for large State agency and providing operational leadership for large Federal agency movement into a FedRAMP environment.

Nokia, Austin, TX

Program Lead, Global Partner Program

Responsibilities:

• Achieved set performance goals by establishing and employing new offers, implementing new onboarding processes, delivering upgraded training, and setting KPIs for customer success, and developing/implementing
• Partner capability assessments, leading to a 42% Y/Y increase in Partner revenue and 50% increase in Partner services attach rates.

Confidential, Austin, TX

Senior Global Support Operations Manager

Responsibilities:

• Supported growth of customer base by 350%, enhanced customer retention rates by 120% y/y, reduced expenses by 44%, and optimized Platform availability (95->99.999%) by delivering strategic people, process, and tool improvements.
• Achieved operational excellence, attained key industry accreditations (PCI, SSAE16, ISO), and received auditor “positive comments” by uncovering and employing operational best practices for Cloud/Managed Services organization.
• Slashed implementation cycles from 4 months to 35 days, reduced implementation costs by 45%, and grew customer base by 350% by planning and implementing delivery process improvements pre-sales to production support hand-off.
• Enhanced releases 175% y/y growth with less than 1% rollbacks by using ITSM/ITIL, Agile, and DevOps methodologies.
• Cultivated strategic partnership with Science Logic to build/employ proactive monitoring for all Cloud & Managed Services infrastructure, which subsequently been extended to include all of Cisco IT’s Infrastructure.