SUMMARY:

• Articulates and siphons product management strategic roadmaps for those most financially meaningful to Executives and drives teams of product, marketing and developer professionals to deliver operational revenue increases and cost savings.
• Owned Hiring and firing, up to $10M budgets, capex and opex and financial reporting to VP/CFO. Drove 30% greater velocity of agile development on Test & Learn A/B test based stories. Certified Mobile App + Web Commerce Product/Program and Project Manager coordinating teams to deliver large to very large integration efforts ($50M - $100M), from planning/requirements through implementation/delivery.
• Coordinated staffing, capex/opex budgets, marketing journey, use case development, UI/UX creative cycles, vendor management and contracts/service level agreements and agile team mentorship.
• Reported to VP’s and met high level task tracking, Strategic ROI metrics including recommending yearly goals, how to succeed in Big bet or boulder initiatives, and Managed line of business at $500M and P&L up to $100M in size as well as managing teams of 100 to 2,000 overseas and domestic technical and marketing staffs. Expert in customer identity management, Confidential Mobile app device/mobile apps, device fingerprinting, security/fraud, commerce transactions and new launch risk management.
• Greatest skill is converging on aggressive deadlines within or under budget.

TECHNICAL SKILL:

Methodologies & Standards: Agile/Scrum/Kanban, SDLC, Waterfall/PMBOK, Extreme Programming, Microsoft LMX process, SCRUM Master Certified on Microsoft Team Foundation Services TFS as well as TFS Online, Rally Agile, ITUP, LDAP, Active Directory, SAML, SSO, SSL, HTTPS, Certificates, PKI, TKIP, PRISM, tProcess, PKI Encryption, Ping Identity, 2 Factor Authentication, SOA, OSGI and Spring MVC, SAFe, Scaled Agile Framework

Managing Tools: MS Project, Primavera tools, PASS/AMDOCS OSS & Billing, TFS Team Foundation Services & Microsoft Sharepoint Expert + Mobile, Google Analyics, Omniture, Adobe Analytics, Tableau, Custom Expedia A/B Test & Learn Platform, TeaLeaf, Splunk, Hadoop, Golang, Scala, Python, Ruby on Rails, Rally, Atlassian, Jira, Confluence

Mobile + Ecommerce & Web: Authorize.net, PCI Visa Compliance, Amdocs Digital Commerce Manager, Qpass Quality Center, Cybersource, Adnetworks, Adobe Day, & RDBMS(PL/SQL), Oracle Retail 13/14, IBM Websphere, .Net Webservices, Forefront Identity Manager (FIM), Apple Touch ID, Apple IPOD, Apple IPAD, Confidential, Android, Scala

Telecomm: NextGeneration (VOIP/SIP/ATM), Prepaid, MGCP, IPSEC, VPN, SCP, OSS, SCP - AIN, VPN, Web Based Messaging, Email (SMTP,SMPP,MMS), SS7, T1, OC-X, TCP/IP, WIFI/WIMAX, Bluetooth, GPS, IMS, ITUP Process Framework

Database & Analytics: Oracle (8, 9i, 11), MS SQL, SAP, SPSS, SAS, Omniture Analytics, Webtrends, Business Intelligence (BI Products), Data warehouse, 3D Cubes, Tableau, Microsoft BI, Hadoop, Finbus, HDInsights, Hive, Adobe Target, Adobe Analytics, Adobe Campaign

Web & Programming: Microsoft IIS, Java, C++, JMS, AJAX, Spring, Tomcat, Apache, MOM, SOAP, SEO, Portlet Web, API Abstraction capabilities, SOA, Azure Cloud Infrastructure. XML, JSON, SOA, SQL, .Net, TFS, Team Foundation Services, Azure, NOSQL, Couchbase, Cassandra, Hadoop

Software & OS: MacOS 10X, Microsoft 9x, Windows 2000, NT, etc. MS Powerpoint, Word, Excel, + Pivot Tables, MS Project, Quickbooks Pro 2001, Internet Explorer, Mercury Test Director, SAP reporting and accounting and Microsoft Business Intelligence Tools, Ping Identity, PingONE

PROFESSIONAL EXPERIENCE:

Sr. Product / Project Manager

• Worked with over 57 workstreams, and 28 team leads to launch a Confidential that sells Confidential cellphones. Built a world class intelligent Confidential agent on aggressive schedules with strong Facebook, Liveperson and Confidential vendor support for a first in the world e-commerce Confidential for mobile phones.
• Managed all schedules, resource, ad-spending budget, vendor contract, vendor and team leads for coordination across Confidential sales, device teams, Telesales, customer care, social media and developer/technology groups. Maintained strict adherence to existing process and structure to map to a Confidential style of interaction.
• Worked with team to synthesize over 50,000 keywords related to customer care, telesales and culled it down to over 300 keywords to respond when entered to Confidential for Confidential response. Mapped key Confidential customer needs to keywords and responses giving a grammar, personality and style to Confidential ’s customer facing responses.
• Managed dev/marketing/product management to coordinate complex integration to the existing Liveperson instance of customer care agent windowing system and built a custom widget to allow ordering information to be stored pre-processing by T-mobile’s more legacy ordering system opening the door to future streamlining of customer purchases and orders.

Sr. Data Science ProductManager & Release Manager

• Worked with frontend and backend engineers to launch a Big data and machine learning using object oriented web service for semantic search site similar to Google Scholar called Microsoft Academic. Shaped all product decisions as well as product ship and release activities.
• Managed the release with Bing Answers team to allow an intelligent response to a typed paper including details about the author and links back to the MS Academic system. Included it in the Cortana response and worked with legal and privacy to get release clearance of all versions of software including APIs
• Brought technical leadership to the issues of Name Disambiguation and Enttity detection using a set of rules to further reduce either over conflation of under conflation of entities in the graph.
• Helped team visualize an Intelligent Confidential persona called “MS Academic” that would send messages relevant to the user’s profile
• Worked with marketing to build a mass adoption strategy and build customer interest in Academic and University communities. Capitalized on advanced deep learning techniques.
• Helped the data scientists refine their algorithms and improve graph rendering to work with a cognitive API with an index of over 157M entities and surfaced a UX to show papers, authors and journals of leading researchers. Site uses >10PtB of data and is globally accessible via Azure, Cosmos and uses Application Insights Analytics for event stream analysis
• Managed staff of over 12 developers to deliver high performance results and surface our academic results to Bing Answers and Cortana interfaces.

Sr. Technical Product Manager

• Managed team of 3 developers and 2 product managers to Drive ~15M in new revenues and built a 120 day roadmap for the continuous shopping funnel for engagement, acquisition and retention of Expedia Flights customers. Design strategy, engage across company stakeholders and communicate vision.
• Drove 2,000 anonymous user emails per day or ~ 750K New non Expedia customer email signups per year with strategic and aggressive product launch methodologies. Stored email and customer preferences in an Oracle RDBMS system and built automatd queries for montly reporting.
• Created the metrics and dashboards to drive signups for price alerts to engage and capture anonymous site visitors to commit transactions with Expedia including millennials and hard to capture customers.
• Supported EMMET 2.0 and SSO Single Sign On and SAML + LDAP Directory listings for soft account (user email signups) and supported Ping One connection to backend user identity sources, tied to ping Identity as well as supported 2 factor authentication and social sign-in
• Spearheaded a new way to handle abacus testing using a Dom Injection tool that allows safe A/B testing without impacting or harming production code driving 2x the productivity and speed of development.
• Manage 2 Dev teams across Bellevue and Mexico to drive Product Management stories thru the Test & Learn pipeline and deliver high volume of CVR % increases (Conversion increases). Increase percent signups 400% since arriving in position. Drove Cloud based SAS Model using Amazon Web Services and moving off internal server networks

Sr. Product Manager

• Crafted an end to end Online Identity API Service to deliver full customer identification in realtime within session and for multiple business use cases including fraud prevention, shopping personalization, ad traffic re-targeting and millennial customer aggregation.
• Worked with Oracle RDBMS (PL/SQL) and other retail packages to manage the customer preferences and built an API to interact with Bullseye and our Identity entities to quickly surface up customer identity.
• Architected industry leading technology solution involved managing Petabytes of data, an offline data warehouse that used state of the art graph algorithms, in Memory NoSQL stateless stores and less than 10MS access responses to complex queries.
• Worked to support SAML Token based SSO connection to user profile service as well including Ping One/Ping Identity connectors
• Built business case and revenue metrics for the identity service by guiding business users to understand the data set available and how best to exploit its use to drive operational efficiencies within the Ebay commerce engine.
• Worked with PingONE in an SSO and Customer Profile Project to feed from a listener into the Identity service. Delivered service as SAS, cloud based Software as a service.

Product Manager

• Managed 3 product managers and 8 developer team to deliver the Disney IOS / Confidential + Confidential App for Walt Disney World doubling revenues in 4 months to $38M in Ticket sales & improved click thrus on the Credit Card Functions within the application.
• Drove Customer Satisfaction rating of the app from 15% to 39% + 4.5 star rating in Apple Store
• Launched first in the US TouchID Secure Login for Mobile app using Apple’s biometric TouchID Application API.
• Owned Product Management for the My Disney Experience IOS / Confidential Mobile Application including all releases, managing all development, UI/UX Story Development, release schedule, testing/QA and uploading to Apple Store activities
• Launched the $MM Revenue project: Photopass, TouchID support and Adobe Analytics/Couchbase A/B Testing platform as well as implemented New Relic and Adobe to manage detailed statistics about customer experiences with the app
• Suggested New Product direction for $MM product launches to VPs on all projects including demos, Internal Product Review, Project proposal, Copy and Creative process ownership and Helped with Resource Management and Budget Resource Allocation
• Introduced New Processes for agile Delivery system driving 3 x Velocity Speed of delivery and expanding offshore teams to handle increased volume of interest from other parts of organization desiring mobile applications

Sr. Technical Product Manager

• Owned the 50% revenue hotel checkout pages for Expedia, 248M hits a day and 15M commerce completions per day. Worked with analytics to create quality executive dashboards on customer impacting changes to the page.
• Managed all Hotel Checkout page Analytics including instrumentation of Adobe Omniture analytics and TeaLeaf implementation including advice on Dashboard creation to monitor Purchases thru page
• Implemented a kanban style process that drove 30% more stories to development and doubled monthly velocity of sprint teams across 4 studios in 3 countries with a clear format for story acceptance.
• Updated VPs on all projects (Wotif integration, Test and Learn initiatives). Provided weekly milestone reviews and mitigated risks, while delivering on time for quality project launch.
• Worked with product management to groom user stories, prepare and assign resource from dev across 3 studios in 3 different countries.
• Provided weekly leadership to a team of test and dev on sprints daily and guiding the teams to tackle complex issues quickly to remove blocking items
• Managed weekly triage for livesite issues and used splunk to troubleshoot and engage operations resources to improve customer impacting issues

Sr. Functional Analyst

• Managed the HasOffers Mobile Clickstream, analytics and marketing metrics for capturing advertiser channel used to download the Mobile Starbucks application to track lifetime spend of customers from various paid marketing channels.
• Served as Category Manager for all products and Ecommerce transactions through the starbucksstore.com site as well created long term quarterly plans for the category.
• Wrote functional requirements in support of Mobile Express Order and Pay Application including transaction history updates for retail stores and Point of Sale updates to support customer’s retail mobile payment activities.
• Setup Sharepoint system to notify executives of Project Status via mobile alerts as well as for mobile access to project tracking and success.
• Worked with Oracle RDBMS & Oracle Retail 13 Systems to map user fields across 5 different IT systems to generate 100 customer surveys per store per month. Had to manage each group’s mapping of data extracts and imports and build the timing. Data ranged from POS in store all the way to backend data warehouses. Had to use heavy SQL and PL/SQL query languages.
• Managed schedule for developers working on API endpoints for 300 transactions per second using JSON, Ajax, XML, .Net, SOA methodologies.
• Wrote functional specifications, managed marketing requirements, guided UX/UI activities and managed vendor development for a mobile ad-tracking campaign system allowing Starbucks to attribute total purchase volume per customer to an ad-campaign tracked link followed for analytics and business intelligence dashboard analysis.
• Managed the SAP and Business Intelligence for a customer facing outbound campaign involving surveys and customer interaction as well managed a SKU realignment for all coffee products down to the size level of the hierarchy and updating all associated IT systems.
• Managed a responsive Web project involving merging 2 sites one with 20M users and the other with 1M users and developing a Ping Identity Management to allow federated identity between both sites and new Facebook/Twitter sign-on and unified account services, also worked with PingONE. Supported 2 factor authentication styles as well as built PKI encryption vault.
• Created specifications for a web and mobile express pay and ordering system using Starbucks Digital Cards utilizing a robust product api & Coremetrics based analytics engine
• Managed a Transaction History Project involving business intelligence groups, Voice of the customer, IT Data management and outbound retail marketing to deliver customer surveys same day as purchases
• Managed an account cleanup and username to email account migration on a large group of users including merging URL content from the shopping cart/ecommerce experience with the non commerce site and making it seamless for users to purchase from both sites.

Sr. Program Manager

• Worked for VP of a $2Bn business unit to derive new financial models to drive profits. Managed a 3 person marketing and 6 person development team including all hiring/firing, budget, capex and opex for the launch.
• Lead SRCUM master for developers on project working to catalog new customers using Microsoft SSO as well as Microsoft Active Directory for LDAP based sign - in thru azure or Hotmail accounts
• Managed the move of elements of Visual Studio onto Windows Azure Cloud for delivery of advanced services including Team Foundation Services, Testing and mobile app and source code management
• Used Rally tools in concert with TFS Tools to manage Agile Scrum project and development deliverables. Also setup a Sharepoint server to connect with TFS and report out status to execs.
• Managed 4 separate work streams including Azure Commerce onboarding, Executive Last Mile Excellence, Marketing Launch and Visual Studio SKU Planning for Visual Studio Team
• Implemented a full Executive BI Instrumentation using Microsoft Business Intelligence software to drive weekly and daily goal statistics
• Managed Budget for marketing launch of $1.5M and drove all deliverables around launch strategy
• Contributed toward a strategy of achieving a $1.58Bn Visual Studio FY13 Target for sales and managing all marketing, engineering and field sales workstreams to meet that goal.
• Managed product experience walk-throughs with Executives and log risks and manage thru the TFS System.
• Provided VP level decisions and help with slide presentations on business model and strategy choices for short and long term planning.
• Defined metrics and pricing choices based on user and field surveys building into product a long term growth path to more flexibly price and sell both a service, a resource based and a features based solution product offering.

Sr. Project Manager

• Managed 3 separate tasks, create a fraud proof security strategy for the windows 8 marketplaces define a call center strategy for improving overall call volumes and reducing calls that land with agents and build executive strategy slides to overview all of above - Tasks include:.
• Drove a $300M Customer Care savings to Microsoft by defining a click to call and web based routing strategy to eliminate calls that end up with live agent.
• Researched fraud and security weaknesses in data center, Windows Azure cloud and in physical data center.
• Presentation Slides created for 5 VPs of different Business Groups to engage and enlighten on the Customer Care approach to securing the ecommerce experience.
• Managed Fraud, Security and Ecommerce Customer Care Metrics for all Microsoft Marketplaces including Windows8, Zune, phone.com, store etc.
• Defined a Fraud and Security Risk Strategy that eliminated ‘gaming the system’ and man in the middle attacks using 3rd party sites to steal user identities and derive financial gain illegally.

Sr. Project Manager

• Managed several Finance IT tools used by CFO level and 30 highest corporate comptrollers.
• Define business requirements for Targets 5 year forecasting tool, build training materials and train the trainer to train a user base of 30 users.
• Manage all development, testing and tool opening and closing for the budgeting cycle from Jan till June.
• Manage the Growth Simulator tool used to spread weighted budget data amongst organizational divisions, P&L Groups and financial groupings.

Sr SM Solution & Product Manager

• Owned the 20 Million per month Sellkeys and JIT Digital Delivery of Product Keys - Key Inventory Reconciliation Process representing $100’s of millions of revenue to Microsoft each month.
• Lead Scrum Master for Development of a new JIT Acknowleged Purchase Orders Process and built a budget and a launch schedule for 2011.
• Managed team of Business Intelligence and data warehouse programmers to provide finance executives key XBOX metrics data using Windows Azure Cloud
• Managed over 8 Retail Resale vendors for Microsoft in the Ecommerce / Mobile Commerce and realtime key delivery area.
• Managed 30 person team in Redmond while writing key specification documents and driving 3 separate launch projects for March delivery dates.

Sr PM, ESD Division- Xperts Community Helpers

• Skilled PM/Solution Manager & Scrum Master for developers of the Xperts Community Helpers Project to match experts with Xbox users needing help.
• Build all software according to windows Azure Cloud and Microsoft SharePoint advanced services
• From initial specs to prototype in 3 weeks.
• Descoped to meet a 1.5 month launch timeframe.
• Estimated savings of $500,000 per month in saved calls to the call center.
• Managed 14 person team in India as well as commercialized software written in R&D Microsoft division.

Sr PM/Solutions Manager

• Stored value card product placed at Best Buy and other retailers.
• Worked with the business to craft requirements (BRD) and functional design for innovative new POSA card sales to Best Buy & retailers driving 4 to 1 increase in product sales.
• Managed complex multi-stovepipe dev & test teams across 4 business units to deliver code 2 weeks earlier than expected after inheriting a 2 month late draft BRD document.
• Redesigned the onboarding process for retailers to sell products through a POSA value card versus the older boxes with CDs making printers and retailers pull down menu simple to onboard.
• Integrated the advanced Web savvy XBOX eCommerce billing engine with the legacy MS Retail commerce transaction platform to ensure retailers could order “Just in Time” products from Microsoft.
• Built a system to allow mobile commerce and Xbox terminal access of Xbox product sales thru retail sales channels.

Wireless Program/Project Manager

• Managed the project management & scrum master for all developer teams, including product management and product realization for a wireless payments startup client.
• Created marketing requirements documentation, product design flows and product roadmap for Deblume product launch in 2010.
• Built an SMS and XHTML version of the software to allow Paypal-like payments between dissimilar banking accounts, credit card or backend API systems such as NOCA checks or Authorize.net charging system.
• Wrote the Ecommerce security and privacy policies and implemented a development plan with project managers to create a cloud- serviced security.

Sr.Program Manager, Portal

• Functionally managed 12 member team to deliver programs as well as served as Manage lead SCRUM master and = developers with multiple projects including PM’s from 3 separate business units of GCI - billing, network and marketing.
• Implemented cost saving billing technologies that drove new revenues to all Portal properties and supported Wireless projects for Alaska’s #1 Internet, Telecommunications & Cable provider.
• Implemented a new ecommerce website including Google Analytics and Adjuggler Video and Advertisement tracking throughout website resulting in $500,000 in additional revenue.
• Managed hands-on network project launching IPTV Cable/TV & Broadband wireless and with complex switching and provisioning cutover.
• Oversaw functional wireless and Internet plans for 3 teams (billing, network and marketing) who launched Wireless handset Testing & network project for rural Alaska including handset and applications management.
• Worked with Keenan OSS/Billing system and defined ‘business policies’ abstracted from the core customer management system.
• Launched Cable/TV Classified Project as well as Local/National Web advertising including Yellow Pages advertising for estimated $1M.

Sr. Program/Project Manager

• Launched 6 RFx projects for the Global Procurement Group as category manager for Telecom.
• SEO and Portals Managed include hotmail.com, Microsoft.com, MSN, MSNBC and 170 Other Microsoft Properties.
• Drove an annual Telecom review program for SABR Semi-Annual Business reviews with vendors with a project mission of achieving measurable cost reductions.
• Worked with teams of 20 engineers globally and multiple data center managers.
• Delivered savings of 10-30% of total spend thru consolidated global negotiations.
• Negotiated a $2.5M saving on an EMEA priced 10 Gig circuit project, repricing 50Gig of bandwidth as less than the existing budget of OC48, generating a net budget savings of $128K per month with 3X bandwidth.
• Managed engineering teams who built highspeed datacenter backup, server farms and cloud computing centers.
• Delivered$1.2M in negotiated savings on 90Gigs RFx for bandwidth needs for Live Search, MSN, Microsoft.com, Hotmail, MS Exchange, Windows Live, etc.
• Wrote the legal contracts for all vendors (over 20) including new language to decrease cost as new circuits were purchased and reduce the termination fees charged.

Sr. Product Realization Manager

• Program Manager for $500 Million dollar wireless Content “MediaMall” program that serviced 60 million customers including all 2007 Releases.
• Managed team of 50 internal FTEs and a combined vendor staff of 250 employees, owning all content portal services for.
• Managed cross-enterprise resources from marketing, testing, software development and network operations.
• Scrum master for launching of Amdocs/QPass Quality Center upgrade for all customers and delivery of end-to-end billing and customer charging flows for handset based purchases and integrated with AT&T Amdocs/Care system.
• Worked with ITUP framework for all networking and incident management projects
• Discovered platform gap costing $3M per week in lost revenues, fixed within 2 weeks of discovery.
• Implemented Omniture-based tagging on 60 million cell phones with no production downtime and launched the Marketing Segmentation with AT&T’s analytics firm.
• Managed a $12M total and FY07 $2M budget with key vendors and created marketing “segmentation” projected phased launch to 9 million content customers to customize ‘relevant’ content menus based on prior purchases.
• Extremely tricky launches were wildly success.
• Resources included all developer and testing employees (150 total including vendor).
• Wrote Requirements documentation and Functional Specs / Operations Docs for Banner advertising trial on Web and WAP.
• Worked with Rim/Windows Handsets and launched GPS, WIFI & Bluetooth capabilities software on the backbone.
• Launched Jumptap Search with 3 second requirement - included Wireless commerce QPASS/AMDOCS OSS/Billing, advertising trial, new handset launches, Web Music/Ringtones/Games site launches and following strict SDLC.
• Delivered 2 projects early using QPass and AMDOCS Billing and OSS Software for WAP PUSH of payment data.
• Managed a bad vendor into a great vendor driving a forklift platform overhaul into 81.6% pass rate, 50% better than previous releases.
• Coordinated all testing efforts, escalated network latency & other issues.
• Managed Handset Cutovers minimizing risk and maximizing customer experience on MOP cutovers.
• Managed new projects such as Omniture/Clickstream/Enpocket/Jumptap advertising reporting as well as banner ads trial using SEM/SEO and also executive analysis of CPM rates and cost to cannibalization.

Sr. Project Manager

• Senior PM for 4 separate projects with 150 employees where Speech IVR touched all aspects of Confidential operations including:.
• Owned full SDLC software/hardware lifecycles, billing/customer care interfaces, content provider management, SOW’s, SLA’s, wrote contracts and weekly executive updates.
• Delivered over 14 projects on time and within budget.
• Owned the budget for $12M in Speech IVR projects including managing all labor, contracts, SOW, SLAs, accruals and financial reporting to management.
• Implemented development process that cut by 50% the vendor costs.
• Worked in Nuance Speech grammars, Java, VXML, JMS, MOM and other technologies.
• Managed release of AMDOCS billing & Prepaid provisioning system from Switching layer all the way through to customer care experience and all Confidential groups involved with the 800#.
• Skilled in Amdocs billing, Prepaid Applications, middleware, customer care, handset sales/orders, Controlled Spending Plans, Call Center, SMS/Voicemail Messaging, CallerTunes, Network Address Book, Hotspot@home, etc.
• Owned tmobile.com/customercare and hotspot@home portals.
• Followed PMO policies and procedures, instituted SOX compliance throughout projects as well as PCI compliance launch for all payment related projects within the Speech IVR Customer interface.
• Trained and mentored staff members in testing, using SDLC Lifecycle guidance, managed development code drops to meet expected deadlines.
• Gave Executive briefings on weekly updates, managed the Speech IVR component of larger market deployments such as Myfaves, Network Address book and PCI compliance.

Sr. Operations

• Managed full April 1st, 2006 rollout of Hawaiian Telcom cutover of their DSL/ISP services from Verizon.
• Launched High Speed Internet/DSL Service with a focus on Customer Care, Email, DNS, DSL/WIFI, IMS, Webhosting & SLA/Security Policies enforcement.
• Owned both the Hawaiiantel.net and hawaiiantel.com portals.
• Worked backwards from management requirements to launch all customer DSL services & Content within a 4 month timeframe.
• Delivered project one month early and took on new projects.
• Managed the provisioning, testing and launch of a new DSL broadband network for all hawaiiantel.com websites.
• Built an Automated Customer Responder engine to decrease customer care human interactions with customers by 250% while solving customer problems in a pinpointed manner.
• Launched Secure Hosted VPN service with $20M revenue potential on $150K yearly investment.
• Built the end-to-end solution for Email, SMS/MMS, IPVPN, DNS, Security, WIFI-Home Networking, Webhosting and AcceptableUse/TermsOfService components of the launch.
• Project managed all components of delivery including website creation, customer care, billing, technical and product marketing.
• Managed the cutover of all services related to an ISP Operation.
• Interacted with 10 divisions, 40 employees developing new policies & procedures to reduce headcount and ongoing technology costs while maintaining similar quality of service as previous Verizon product line.