ARRIS/Motorola, Horsham, PA                                                                                         2012- 2016

ARRIS is a $5.3B global technology company specializing in the design, engineering, and supply of video and broadband devices.

Client Engagement Manager (Dec 2014 to Mar 2016)

Collaborate with sales organization to cultivate services opportunities for off-the-shelf products and complex services solutions.  Ownership of proposal development process from inception to approval gate for select opportunities.  Maintain surveillance on all active services projects; troubleshoot, assess risk, and project remediation or recovery. Responsible for on-going engagement with customer senior leadership teams; post project close, solicit feedback on performance and customer survey.  Participate in new product development sessions facilitated marketing team to create and assess new service offerings and monetization. Oversee local customer embedded for staff augmented or managed service resources.

·            Key contributor for 11 project awards

·            Surpassed 2015 revenue objectives of $5M

 

Sr. Program Manager (Dec 2012-Dec 2014)

Responsible for management of Video Systems programs and customer engagement with MSO and TELCO; focused on HW/SW deployments and upgrades, User Interface (UI) upgrades, Video Headend Office transformation, SW Test and Validation, and technologies in improve user In-Home and mobile experience.

·            Collaborate with sales team to develop proposal packages; project cost estimate/ROI, SOWs, schedules, resource planning and allocation, risk assessment, and end-to-end project planning strategies

·            Partner with peers to establish and maintain PMO Governance; implementing agile and repeatable processes, employing PMI Methodologies and industry Best Practice as a foundation

·            Development templates and related organizational process assets for PMO; project management plans, resources allocation, cost/price estimation, change management, risk mitigation, and SOW documents

·            Collaborate with assigned solutions architect and engineers to develop customer & project specific documentation and processes; use case/ test case, requirements traceability, work packages, High Level Design (HLD) architecture, test planning, defect tracking reports/metrics, release management and planning, etc…

·            Participate in knowledge transfer and mentoring activities for junior project managers within the Business Unit

·            Member of project selection committee; assessing project opportunities for profitability, ROI, and growth of the business

  Accomplishments

·            Delivered two projects that surpassed business unit profitability target

·            Led team of Sr. PMs to establish a library of PMI templates, tools, and PM focused SFDC module for PMO

·            Managed defect tracking/resolution team, burn down from 600 to <170 defects within 12 weeks>

·            Transformed customer test environment by establishing efficient Test Plan Dev and execution processes

·            Created comprehensive project cost estimation template; now employed by all PMs within the Business Unit

 

Computer sciences corporation (CSC), Belcamp, MD                                                                           2005-2013

CSC is a $12.1B IT consulting firm with 70,000 employees worldwide, serving Federal Government and Commercial customers.

Program Manager, Operations & Data Product Development

Client Engagement Manager responsible for delivery of select IT programs/projects; which include Infrastructure and data center deployments, tech facility construction, outside/inside plant cable installation, power generation systems/UPS and production of unique customized data products for secure internet. 

·            Manage program team responsible for the deployment of network assets within the US Army’s Global Information Grid, six direct reports and teams that scale in excess of 50 or more for certain engagements. Assets deployed include Data Centers, IP Network and Cloud Infrastructure, Telephony Hardware and Transmission Systems

·            Oversee and sustain rigid change control processes, generally resulting in positive financial outcome for BU

·            Responsible for on-going collaboration with PMO to refine processes and procedures, and peer engagement for ideas

·            Manage financial analysts assigned to program team; publish monthly reports, perform quarterly Project Management Reviews, and development costing information for change orders

·            Supervise team of engineers charged with creating project selection models, both technical & financial; package data and present to customers during Business Development cycles

·            Collaborate with corporate purchasing office to qualify vendors & sub-contractors for performance on government contract vehicles, as well as, negotiation of related service and material contracts

·            Review select, high impact change requests for PMO; approve/reject, recommend alternate course of action

  Accomplishments

·            Led proposal writing teams responsible for over $40MM in government funding awards; Tech Volume Lead

·            Recovered “At Risk” program with failing customer relationship, sustained $850K of monthly revenue; awarded two contract extensions valued at $10.2MM

·            Delivered and managed $18MM (FFP) program on time, under budget; coach project managers in budget analysis, control, funds allocation, and general project management guidance

·            Deployed to Southwest Asia to supervise network engineers to perform network risk assessment & vulnerability study; and collect data for use as the basis to engineer and install the Army’s first containerized Data Center / Transmission Facility

·            Developed and Implemented plan to increase legacy program profitability; Increased O/I from 1.7% to 6.3% within 12 months of assuming leadership role Data Products Development effort:

o            Increase firms direct labor; hiring highly skill technical personnel and qualified for max labor category

o            Re-aligned sub-contractor labor with original contract baseline

o            Reviewed and analyzed product development process; removed inefficiencies

 

311 Citizen’s service center - doitt, New York, NY      

New York City’s 311 Citizen’s Service Center performs intake and triage of non-emergency phone calls for City Services.

Director of 311 Telephony Infrastructure                2004-2005

Managed team of technical specialist and consultants, with cross-functional competencies responsible for maintenance, upkeep and application deployment of Telephony Infrastructure for NYC 3ll Citizens Service Center (Contact Center)

·         Responsible for quality assurance push to optimize customer touch points to enhance customer experience

·         High profile leadership role, providing 24x7 technical support and oversight to a dynamic call center; in direct support of many of Mayor Bloomberg’s initiatives; most notable, the 1^st NYC Stop Smoking Campaign

·         Developed mitigation processes to sustain operations and minimizing risk of system outage, while integrating evolving telephony technologies

   Accomplishments

·         Supervised the relocation of 172 seat contingency call center project; seamless transition

·         Implemented controls and approval processes to reduce spend on contractor services; $240k savings

·         Led team responsible for developing PBX/Telephony services RFP; award to Blackbox Network Services

 

scholastic, inc., New York, NY            2002-2004                                                         

Largest publisher and distributor of children's books in the world, with revenue of $1.8 B, 9500 employees; leader in educational technology and services, and children's media with offices in all 50 states, and more than 150 countries.

Manager, Global Telephony Projects

Responsible for cost savings strategy development and oversight of execution at 140 domestic offices and five Call Centers.

·         Collaborated with IT managers in Europe on strategy, lessons learned, project execution, and SLA’s

·         Member of Telecom Steering Committee with a charter to negotiate enterprise wide service contracts for IT services contracts; Telecommunication services, Data Center Infrastructure, PBX/Phone systems, and IT network Hardware/Software

·         3rd level escalation manager for intake, assignment and resolution Telephone, PBX, and inside plant issues

·         Performed risk analysis for potential disasters, threats and response documentation; drafted action plan to recover PBX and related Telephony infrastructure

·         Provided detailed analysis and review of service contracts with an objective to add site specific, SLA’s to contracts and integration into pending enterprise service agreements

·         Prepared and presented executive briefs, dashboard and spend summaries for senior management

   Accomplishments

·         Optimized Local, LD, and A/V telecom service, 26% in annualized savings

·         Renegotiated Telecom service contracts; achieved 20% savings, North America; NYC office in excess of 30%

·         Managed upgrade/migration 2500 user PBX in NYC; upgrade of 400+ seat call center PBX at the National Service Organization in Missouri; deployed 200+ user PBX in St. Charles, IL 

·         Managed deployment and integration web based Telecom Billing Systems; allowing business units to manage IT spend

 

cablevision lightpath (Optimum lighpath), Elmsford, NY and Stamford, CT   1997-2002   

Director of Field Service and Operations CT and NY

Lightpath, a division of Cablevision Systems Corporation with revenue of $6.2B, is an industry leader in providing advanced Ethernet-based data, Internet, voice, video transport solutions to businesses across the New York metro area.

·         Managed annual Capital Budget of $13-19 MM and Operating Budget of $2.8 MM; responsible for P/L

·         Directed project team responsible for installation of three Transmission Centers and one 5ESS switch

·         Supervised a staff of 46, with 5 direct reports; responsible for the installation and service of Voice, Data and Internet circuits on a SONET based network.

·         Collaborated with sales and marketing team to develop business case model to implement profitable provisioning and delivery of telecom solutions for Enterprise customers   

   Accomplishments

·         Reviewed and analyzed Westchester, NY telecom network, formulation and presentation of tech volume of RFP response; awarded 5yr service contract, $5.5MM in annual revenue

·         Reduced regional Mean-Time-To-Repair (MTTR): from 7.3 hours to 2.5 hours within eight months

·         Maintained installation On-Time-Completion-Rate: above 80% efficiency, 2000 to 2002

·         Integrated two regional organizations into one multifunctional workforce, Fairfield County, CT and Westchester County, NY; maintaining continuity of operations and repair.
 

Mediaone (now Comcast), Enfield, CT 1996-1997

Project Manager

Member of a self directed and empowered team, responsible for the upgrade of over 1200 miles of HFC Plant to 750MHz.  Managed project life cycle for all outside plant construction activities on the hybrid fiber-coax Rebuild/Upgrade Project for Western New England.  Performed pre-construction ride out, design verification and final quality assurance inspections. Company representative at all public hearings regarding upgrade construction; to explain technical and construction issues.  Verified contractor invoice and billing information and prepared semiannual Contract Evaluation Reports.

Education, Certification, Military & Professional Development

Executive MBA – Rutgers, The State University of New Jersey, Newark, NJ

BS, Telecommunications – Morgan State University, Baltimore, MD

 

US Army – Transmissions System Team Chief

NAMIC – Philadelphia Chapter

PMP – On-going certification maintenance; participating in PMI approved courses and chapter meetings

ITILv3 – Information Technology Infrastructure Library, Certification Training Modules, CSC

Industry Advisory Council (IAC) – The School District of Philadelphia