VisualCV

Selected to lead national technical assistance after Sprint-Nextel merger and subsequently tapped to transform the performance of under-performing network security operations group.  Challenged to turn around staff performance/morale, complete key firewall/SSO projects, and align a team of 18 with the organization in a customer-supplier configuration.

Impact: Led integration of 2 companies, 2 networks, and 2 corporate cultures into one cohesive, cutting-edge technology organization.  Reduced vendor expenses $500 million over a 2-year period and initiated deployment of a SSO solution with projected completion one year ahead of schedule.

* Deployed SSO network access solution a year ahead of schedule.  Instituted formal project planning/ scheduling and restructured accountabilities to rescue this project from a two-year delay.

* Cut change implementation time 75% and firewall troubleshooting/repair time 80% by reengineering processes.  Reduced involved teams to two, standardized tracking, and improved customer satisfaction while dismantling this circuitous, dysfunctional, and outdated process.

* Turned internal customer satisfaction from 90% negative to 90% positive in 4 months by designing and executing daily scorecards to measure/report performance and validate customer survey results.  Dramatically improved department morale, employee performance, and attendance.

* Optimized training budget and saved 50% of approved funding by negotiating team entry into SANS Institute’s Work Study Program, the world’s foremost trainers in information and network security.

Senior Manager, National Technical Assistance Center (2005-2007)

* Saved projected $500 million for 2007-2009 - reduced vendor reliance and boosted the accountability of internal talent by renegotiating Nextel contracts over a 12-month period.

* Stabilized 2 networks to 99.99% with zero expenditure.  Standardized change control processing, enhanced 24/7 coverage of unplanned events, and score-carded network performance/reporting.

* Consolidated 12 data centers into 8 new facilities over a 5-month period with no customer impact issues.  Improved power availability, increased bandwidth and reduced facilities redundancy while completing the project on schedule and under budget.

Promoted 3 times in 5 years. Directed mobile data and national technical support through reorganization from on-call support to full-service operations, integration, and deployment.

Impact: Propelled Nextel to industry recognition as the most reliable data network among wireless service providers during a period of explosive market growth and internal reorganization.

* Garnered industry recognition and improved employee/vendor performance by leveraging Six Sigma methodologies to design a “Focus on Customer & User Satisfaction Scorecard”.  Captured key business and network data and pushed availability from 99.95% to 99.995%.

* Saved a critical account and $10 million in revenue after inheriting a year-old service issue.  Delivered 4 weeks of 24/7 on-site and phone support to pinpoint the problem within the customer’s system.

Senior Manager, National Technical Support/Tier II Support [2001-2003]

* Increased national system availability to a consistent 99.99+% level by overseeing a packet data operational excellence assessment and implementing operational and systems improvements.

* Eliminated workflow bottleneck by realigning a team of 40 direct reports into 4 support lanes, each with their own manager.

Manager, Mobile Data Support [2000-2001] / Mobile Data Support Engineer [2000]

* Maximized operations of the first national tier II Network Support Team through leadership of administration and support of Nextel’s national voice/packet data network.

* Drove packet data uptime above 99.8% by leading a cross-functional engineering team through the analysis, development, and repair of large-scale network defects.

Joined Aerial at start-up as a member of the initial management team in the Columbus/Pittsburgh markets.  Played a key role in building a complete network from the ground up, including installation, configuration, capacity planning, and support team development. 

* Honored with the Aerial Attitude Award, 1997, for surpassing network build-out, testing, and acceptance standards and propelling the company’s key product to market ahead of schedule.

Hands on technical manager responsible for all facets of paging operations, 24x7, for a given area.  Performed these duties for the NW portion of Virginia (Shenandoah Valley) and the Ohio River Valley (Western PA and Eastern OH).

Served tours aboard the USS Virginia (CGN-38) and with the White House Communications Agency (WHCA).