Experience

Business Integra Inc

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Senior Project Manager

  • Mar 2018 - Present

  NASA Goddard - Greenbelt, Md. Serves as Team Lead to the Project Management Office GITISS contract team in support of the Information Technology & Communications Directorate, responsible for managing IT projects and/or complex project deliverables. Project management support for the Goddard Private Cloud implementation and leads the Goddard Private Cloud Program Board. Provides project management support to the NASA Communications Mission Networks Division, responsible for researching, analyzing, identifying… Show more Serves as Team Lead to the Project Management Office GITISS contract team in support of the Information Technology & Communications Directorate, responsible for managing IT projects and/or complex project deliverables. Project management support for the Goddard Private Cloud implementation and leads the Goddard Private Cloud Program Board. Provides project management support to the NASA Communications Mission Networks Division, responsible for researching, analyzing, identifying opportunities for improvement, making recommendations and developing and creating the plan for improvement and the executive summary. Collaborates with IT Managers, Project Managers, Responsible Management Officials, Division Chiefs and Associate Chiefs for project status, action item resolution, risk identification and lessons learned in order to produce four monthly Center and Division Status Reviews and Reporting. Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Product Analyst

  • Sep 2016 - Dec 2017

  Ashburn, Va. Supported the Product Team with responsibility for assigned product/solution. Span includes initial product use case and market development, managing through the Lean Business Agility process and process all the way to guiding initial pilot deployments and managing full commercial scale. Collaborated with various cross-functional teams (IT, Revenue Assurance, Network, Engineering, Marketing, etc.) to launch the product solution and bring to market. Partner with the Product Manager to… Show more Supported the Product Team with responsibility for assigned product/solution. Span includes initial product use case and market development, managing through the Lean Business Agility process and process all the way to guiding initial pilot deployments and managing full commercial scale. Collaborated with various cross-functional teams (IT, Revenue Assurance, Network, Engineering, Marketing, etc.) to launch the product solution and bring to market. Partner with the Product Manager to develop product roadmaps, determine gaps in existing capabilities and work to source appropriate vendors to fill those gaps. Built solution business requirements documentation and obtain approvals through the Agile process. Partner closely with the Technical Solution Manager for their creation of the Technical Requirements Documents, and continue to collaborate through the entire development, testing, and quality control cycle. Partnered closely with the Solution Specialist on market creation activities to find the initial pilots with the sales enablement organization in addition to driving the success of the solution Proof of Concept and Pilot Engagements. Develop and maintain expertise in the Smart Cities industry and identify industry trends. Led the integration of systems, processes and workflows for Sensity (acquired by Verizon) Business Transformation product solutions and Verizon Wireless ordering and billing systems, program managed the Public Safety & Security Program which consisting of five projects - Basic City Surveillance, Complete City Surveillance, Evidence Management, Real Time Crime Center and Gun Shot Sensors/ShotSpotter. Developed resolutions to complex problems that require the frequent use of creativity. Analysis of situations or data requires an in-depth evaluation of variable factors. Analyzed complex information and provide an executive overview to management. Show less



Woltcom, Inc.

• United States
• Telecommunications
• 1 - 100 Employee

• Senior Project Manager

  • Nov 2014 - Sep 2016

  Verizon Communications Supported Product Mgmt in the Product Lifecycle Management (PLM) process to include business case and requirement identification and development, vendor mgmt, use case and marketing dev, pilot deployment and full commercial launch. Partnered with Product Manager to develop the product roadmap, determine process and capability gaps, build solutions business requirement documentation and assist with the product development process including gate preparation. Project managed the IoT… Show more Supported Product Mgmt in the Product Lifecycle Management (PLM) process to include business case and requirement identification and development, vendor mgmt, use case and marketing dev, pilot deployment and full commercial launch. Partnered with Product Manager to develop the product roadmap, determine process and capability gaps, build solutions business requirement documentation and assist with the product development process including gate preparation. Project managed the IoT AgTech global project, to deliver solutions that improve yield, sustainability, operations and resiliency of major agricultural markets in the US and LATAM, supply chain and grower associates. Leading cross-functional teams in developing M2M service, security, cloud & IT applications, hardware, platform integration, and professional services; aligning to capital plan, assessing risks and mitigation plans, change control, collaboration with international partner; 2016 revenue = $2.4M. Deliver project management support to the IoT Intelligent Lighting solution: collaborating with legal, sourcing, IT, network, branding, marketing and vendor supplier to bring product to market; align to capital plan; 2016 projected revenue = $12M. Managed a global technology upgrade initiative that required big picture focus, while driving the unique implementation challenges and offering the clients technical trade-offs and migrating to strategic company services to execute tactical deployment of new, forecasted, and cutting edge technology to replace old, outdated products across many Verizon segments including Enterprise, Government, Wholesale, Medium Business. Developed detailed SOW, project plans, value proposition statements, executive presentations, secure resources, perform sales training. Show less



ReFresh Salon and Spa

• Entrepreneur/Business Owner

  • 2012 - Jan 2015

  Gwynn Oak, MD Expertise in pioneering and developing a client base of 300 accounts and an annual revenue from startup to $100K. Exceptional direction to a team of 13 cosmetologists, an esthetician, a nail technician and a massage therapist, to deliver outstanding customer service to clients.



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Operations Manager

  • Apr 2009 - Jul 2012

  Ashburn, VA Leadership to a team of senior analysts to render expert support across the Southeast Mid-Tier sales region. Strategic maintenance of recurring billed revenue valued at $185M, along with procurement of new annual business for 6,000 customer accounts. Keen oversight to the entire operations and service levels of organizations utilizing strong creativity, leadership, and team dynamics management to formulate and implement innovative solutions to deliver remarkable… Show more Leadership to a team of senior analysts to render expert support across the Southeast Mid-Tier sales region. Strategic maintenance of recurring billed revenue valued at $185M, along with procurement of new annual business for 6,000 customer accounts. Keen oversight to the entire operations and service levels of organizations utilizing strong creativity, leadership, and team dynamics management to formulate and implement innovative solutions to deliver remarkable results. Extensive background in spearheading operations of the premium complex mid-tier sales teams, including tracking and reporting of sales initiatives, management of customer relations and concerns, handling of product lines, coordination of training sessions, and management of personnel work progress and evaluations. Managed contract compliance, and responsible for Request for Proposal (RFP) responses. Analysis of the feasibility of several marketing and sales promotions, incentive programs, and sales compensation plan. Close collaboration with business analysts and marketing managers to evaluate sales data, manage budgets and operational expenditures. Supervision to the Support Team to ensure effective management of all sales order requests, renewals, discrepancies, and custom sales.

• Development and Enhancement (D&E) Capital Planning and Management Manager

  • Apr 2008 - Jul 2009

  Silver Spring, MD Adept security and management of the network and capital tools budget worth $100M. Creation of project management solutions for the development, submission, prioritization, and tracking of VPS customer service and marketing business cases; thereby realigning operations with D&E capital budget of $25.4M. Integral role as the point of contact for Customer Service and Marketing teams to develop and improve capital and network capital budgets; as well as for internal clients and IT to… Show more Adept security and management of the network and capital tools budget worth $100M. Creation of project management solutions for the development, submission, prioritization, and tracking of VPS customer service and marketing business cases; thereby realigning operations with D&E capital budget of $25.4M. Integral role as the point of contact for Customer Service and Marketing teams to develop and improve capital and network capital budgets; as well as for internal clients and IT to coordinate software/hardware applications and solutions and reporting systems. Analysis and updating of business case financials, benefits, and risks while providing assistance with the development, review, and, validation of executive presentations.

• Process Assurance and Quality Manager

  • Feb 2007 - Aug 2008

  Silver Spring, MD Development of comprehensive customer experience training regimen, while conducting training sessions to 220 personnel and managers across eight Customer Care centers of Verizon; consequently gaining 99% ‘exceeded or met expectations’ rating on feedback surveys. Adept leadership to multidiscipline teams across various projects, including the Premise Work. Invoice project which produced monthly revenue of approximately $1M. Creation of quality improvement initiatives… Show more Development of comprehensive customer experience training regimen, while conducting training sessions to 220 personnel and managers across eight Customer Care centers of Verizon; consequently gaining 99% ‘exceeded or met expectations’ rating on feedback surveys. Adept leadership to multidiscipline teams across various projects, including the Premise Work. Invoice project which produced monthly revenue of approximately $1M. Creation of quality improvement initiatives, including the Process Assurance Service program, to provide the necessary tools to support Customer Care Centers and efficiently handle national and regional enterprise customer accounts. Strategic identification of trends through evaluation of data and execution of project quality and performance assurance reviews. Establishment of positive relationships with clients to develop action plans as well as acknowledge and eliminate business issues.



Verizon Business

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Care Manager

  • Feb 2004 - Feb 2007

  Baltimore, MD Headship to the research, documentation, and negotiation with the State of Maryland auditors to reconcile a billing claim valued at $25M, founded on a 10-year contract, finalizing at a $10M agreement Expertise in leading the operations comprised of 8 team leaders and 80 associates in the Maryland Customer Care Center, managing orders and billing activities for approximately 2000 Maryland government, 16 university, and all regional enterprise business and commercial accounts Oversight of… Show more Headship to the research, documentation, and negotiation with the State of Maryland auditors to reconcile a billing claim valued at $25M, founded on a 10-year contract, finalizing at a $10M agreement Expertise in leading the operations comprised of 8 team leaders and 80 associates in the Maryland Customer Care Center, managing orders and billing activities for approximately 2000 Maryland government, 16 university, and all regional enterprise business and commercial accounts Oversight of the Customer Care Local Government Team to investigate and recover outstanding revenue from the Montgomery County Board of Education valued at $2.2M, as well as in resolve more than $2M in claims for Montgomery and Baltimore County government Direction to the Sales Team on pre- and post-sales initiatives while maintaining compliance with contract, legal, and corporate policies Pivotal role in resolving complex customer inquiries, processing orders, and managing customer needs Recognition for acquiring a zero nonconformance, as well as for delivering the best work practices; consequently attaining the TL9000 Certification Exceptional record in exceeding year-by-year performance including 99.6% PDD as opposed to the objective 95%; 99.4% PCD as opposed to the 90% objective; 97.9% service assurance versus the goal of 92%; 90% portal flow-thru of 90% against the 85% mark; 87% ACD Service Level versus the 85% goal; and 88.5% work flow tasks against 85% objective

• Program Manager

  • Jan 2002 - Jan 2004

  Washington, DC Acquisition of outstanding customer care index ratings from the DC Government customer interview for 2002 and 2003 Formulation of strategic billing methodologies to resolve delinquent receivables valued above $15M; mitigated receivables by 18% Efficient management of the billing operations of DC Government E911 equipment and network charges valued at $2.7M Establishment of a Billing Reconciliation project, managing communication and action strategies to provide innovative… Show more Acquisition of outstanding customer care index ratings from the DC Government customer interview for 2002 and 2003 Formulation of strategic billing methodologies to resolve delinquent receivables valued above $15M; mitigated receivables by 18% Efficient management of the billing operations of DC Government E911 equipment and network charges valued at $2.7M Establishment of a Billing Reconciliation project, managing communication and action strategies to provide innovative solutions; consequently recovering more than $2M of revenue Regular coordination with several external and internal Verizon organizations, including Verizon Connected Solutions, VSSI, and Verizon Network Integration, to provide support services to the DC government Expertise in spearheading process improvement, sales, provisioning, and billing efforts in support of the Customer Service and Sales teams Extensive management experience in handling all project and program initiatives to support approximately 80 agencies under the DC Government, ensuring compliance with applicable contract and corporate policies

• Project Manager

  • Jul 1998 - Jan 2002

  Silver Spring, MD Strategic implementation of telecommunication and software initiatives marketed to enterprise business clients; while ensuring the completion of all projects within time and budget constraints, as well as within established specifications in compliance with industry-established and standardized professional project management tools (PMBOK) guidelines Effectual administration of intricate telecommunication projects, producing a minimum annual revenue of $250K