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Summary

An influential people leader who connects frontline teams to C-Level Leadership; achieving results.  Hybrid military-commercial experience allows for agile team positioning to accomplish operational and strategic goals.  Credible under pressure, masterful in a pinch, always negotiating for the best outcome; seeking the ‘win-win-win’.

Objective

C-Suite & Stakeholder Presentations, Client Management, Systems Architecture, IT Process Engineering. Gap Identification, Risk Assessment, Project Management, Needs Assessment, Service Delivery, IT Strategy, Workforce Planning

Work experience

May 2014Present

SR. MANAGER, SERVICE CONFIGURATION AND ACTIVATION

VERIZON ENTERPRISE SOLUTIONS

Leads a team of 16 engineers across 3 shifts for 24x7 support of a VES data center (DC); acts as customer liaison for 3 Verizon DCs.  Supports 3 product lines; Cloud Solutions, Managed Hosting, and Colocation.  Maintains compliance for HIPAA, ISO 27001, PCI, and SSAE16 audit standards.  Manages $25.2M in assets and budget (CAPEX/OPEX).

  • Reduced $4.23M equipment inventory by over $500K through repurposing to other DCs.
  • Influenced change in team business approach; encouraged an 'owners' philosophy. Reduced customer issue response time by 17% year over year 2014 to 2015.
  • Championed process changes to improve the customer's experience with Verizon. Increased customer satisfaction 32% based on feedback from 13 of 67 customers.
Mar 2009Oct 2013

FUNCTIONAL & TECHNICAL MANAGER, SPECIAL OPERATIONS COMMAND SOUTH

UNITED STATES NAVY

The global leader in disaster recovery and humanitarian response efforts. With over 600,000 team members the Navy serves as the primary means of projecting military power for the United States and as an ambassadorial force for good.

Recalled to active duty due to exceptional background and experience in information and knowledge management to provide operational support for over 500 team members of Special Operations Command South within the Caribbean, Central America, South America, and South Florida. Including the design, configuration, planning, and support of 5 Microsoft SharePoint 2007 portals and team-sites. Indirectly manages 20 team members to support current regional operations.

Served as the Operations Supervisor for the recent humanitarian mission in Haiti and exercise PANAMAX10 which included partner nation representatives from 6 countries.

·Awarded the “Joint Service Achievement Medal” for Operation “UNIFIED RESPONSE”.

·Awarded“Joint Service Commendation Medal” for duration of assignment.

Drives successful mission-critical operations, productivity, performance, and process initiatives:

·Successful managed the movement of staff from multiple locations into a common workspace including the planning and migration of 50 phone extensions and computer hardware.

·Created reference material to improve end-user understanding of applications and unique configuration for user groups including proprietary application and Microsoft solutions.

·Recognized for proactive identification of potentially mission-aborting details during a multi-national military exercise. Initiative included calculating team launch times, units in contact with the identified target, and the situational picture within the target area.

·Successfully transitioned the enterprise from Microsoft SharePoint 2003 to Microsoft SharePoint 2007 including configuration changes and defect correction prior to launch.

Managed the personnel access and tracking for over 30 team members during the course of a 2 week targeting scenario for training. Enabled immediate personnel recall due to meticulous record keeping and high standards of personal accountability.

Oct 2008Sep 2009

CONSULTANT & SALES MANAGER

SPECTEC, INC.

Global software development company headquartered in Italy. The market leader in managing maintenance and material in the commercial shipping and cruise shipping industries. Expanding into the quality, health, safety, and energy sectors. $50M global sales, 300 employees. Received orders to active duty.

Recruited with full responsibility to drive new business and develop new lines of business in luxury yacht maintenance and management, and fleet management throughout Florida. Concurrently served as consultant on start-up projects for commercial shipping clients.

Drove new business and technology initiatives:

·Cold-called over 50 potential clients. Scheduled site visits with 10 for initial sales meeting and follow-on proposals.

Built an asset management operating system (AMOS) server, configured system software, and migrated legacy data for a commercial shipping client.

Jun 2000Jun 2008

IT PROJ. MGR., SW PROCESS ENG, SW QA ANALYST, SR. SHIPBOARD INFO SYS MGR.

CARNIVAL CRUISE LINES

The world’s largest cruise line with a fleet of over 20 ships operating in the Caribbean, North America, and Europe. $500M to $1B revenues, over 10,000 employees from 90 countries.

IT PROJECT MANAGER

Promoted with full responsibility for the management, maintenance, and support of the Rational Software Development tool suite, the implementation of Microsoft Project Server 2003, and oversight of 12 projects each with a budget in excess of $1M.

·Revised over 15 reference guides through 2 complete versions of system development methodology. Reduced overall project delivery time by 5 to 7%.

·Managed 2 Rational Software Development tool system upgrades, 1 code management system migration, and the planning, testing, and implementation of Microsoft Project Server.

SOFTWARE PROCESS ENGINEER

Repositioned by the Director of Quality Assurance to infuse quality assurance knowledge and ship-board management experience into the Software Process Engineering Group.

·Transformed the system development life cycle (SDLC).

  • Successfully overhauled SDLC within 5 months. Completed 3 quarterly point releases

SOFTWARE QUALITY ASSURANCE ANALYST

Recruited by the Director and Manager, I/S Quality Assurance to utilize operational experience and risk mitigation and issue resolution skills.

·Successfully delivered 10 projects. Budgets were over $1M on each project.

SR. SHIPBOARD INFORMATION SYSTEMS MANAGER

Recruited by the Supervisor of Shipboard Technology to leverage maritime military experience and discipline. Concurrently managed the entire information technology infrastructure of 7 ships over 3 years including shipboard property management system, casino revenue management system, POS system, and interactive television system. Traveled from ship to ship correcting IT operation deficiencies. Navigated multinational crew environment successfully driving initiatives for maximum business productivity. Managed 2 Jr. Information Systems Managers.

Successfully delivered mission-critical, high-profile, complex technology projects and initiatives:

·Successfully directed upgrades to 3 IT infrastructures. 2 weeks to 3 months.

·Planned and implemented 4 POS system upgrades within 6 months, installing between 75 and 150terminals, upgrading server infrastructure, and testing the system before going live on revenue cruise.

·Implemented new IT infrastructure build-out in Helsinki, Finland, installing over 150 POS terminals, 300 desktop workstations, and 75 network printers within 8 weeks.

·Formulated marketing strategy. Increased revenue by 15% within 3 months.

·Successfully managed 3 data center and point-of-sale system upgrades. 

Education

Sep 2009Sep 2011

Masters in Liberal Studies (MA-LS)

Sep 2007Jul 2009

Bachelors of Science in Liberal Studies (BS-LS)

Graduated Cum Laude

Jun 1999Jun 2000

Associates of Science (AS)

Jan 1998Jun 1999

Associates of Art (AA)

Skills

Business Requirement Analysis
Systems Analysis and Design
Process Engineering
System Quality Assurance Analysis

Awards

Awarded the Joint Service Commendation Medal (2009 - 2010, 2013 - 2014)

Awarded the Joint Service Achievement Medal (2010, 2014 - 2015)

Awarded the Army Achievement Medal (2012)

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Interest

Corporate speaking and presentation, academic research, research writing, strategic problem solving.

Certifications

Apr 2008Present

Corporate Speaker

International Association of Corporate Speakers
Mar 2008Present

Advanced Communicator Gold

Toastmasters
May 2008Present

Competent Leader

Toastmasters

Top Secret/SCI

DOD