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Director of Operations / Program Manager / Vice President

Los Angeles, California, United States
October 16, 2016

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Experienced Executive Professional Services Management Large Scale Operations

Customer / Client Services Recruiting / Operations Management Employee Relations

Exceptional Senior Operations Executive successfully managing a large-scale, $50 million per year professional services contract with more than 660 staff across 26 locations in the U.S. Proven leader working with a diverse team of staffing professionals to exceed performance and financial goals. Experienced professional interfacing with military and civilian customers to meet established metrics and expectations. Excellent skills in developing and executing staffing plans, project budgets, managing staff/resources, developing strategic partnerships, developing business best practices and solutions and increases sales and business development.


Managed a Project Portfolio of $50 Million/year, with 550+ FTE’s across 26 geographic locations.

Designed industry-leading and award-winning Veteran Hire Program

Achieved major milestone of 25% Veteran workforce through creative staffing/hiring solutions

Designed and implemented staff retention and development programs

Increased Corporate Employee Retention by 50%

Decreased Corporate Attrition levels by 25%

Improved Performance Metrics and Customer Satisfaction Scores by 25%.

Designed programs to increase Mission Support Capacity by at least 25% and decrease Operating Costs by at least 25%.

Core Competencies

Strategic Project Mgt. Program Management Performance Management

Staffing Management Strategic Planning Client Relations

Resource Management Government Contracts Divisional Management

Contract Negotiation Presentation Skills ITIL & PMP Best Practices

Professional Experience

Adams Communications & Engineering Technology, Inc. (ACET)

Los Angeles / Washington, DC August 2012 – July 2016

Vice President, National Services Division November 2014 – July 2016

Promoted to Vice President of Operations of the newly formed National Services Division within 2 years.

P&L responsibility for the National Services Division and our contract/task orders with the Department of Veterans Affairs National Service Desk.

Continually expand responsibilities as a member of the Executive Leadership Team with overall divisional general management, hands-on strategic planning and execution, staffing and resource management, customer service development, personnel management, operations, and divisional purchasing.

Successfully developed and conducted Project Staff and Management Training Programs.

Responsible for all contract negotiations with government customers, subcontractors, and vendors.

Lead operations and strategic direction with full responsibility for bottom line factors, including long range planning, infrastructure improvements and service delivery. Provide cross-functional management, directing 9 Site Managers, 40 Supervisors and over 25 Sr. Technical Staff.

Provide general oversight and direction of 455+ Service Desk Technicians and 50+ Subject Matter Experts (SME) personnel.

Direct all operations for Technical Support and Customer Service, oversee infrastructure improvement projects. Redefine organizational structure and perform financial evaluation of department results.

Substantially improved productivity through the reengineering of proper processes, procedures, ITIL & PMP best practices.

Built strong relationships with key stakeholders becoming a strategic resource/partner to decision-makers.

Program Director, National Service Desk (NSD) Contract

Contract with Department of Veterans Affairs August 2012 to November 2014

Responsible for managing a world-class Help Desk which is one of the largest Service Desk Organizations within the Department of Veterans Affairs called the National Service Desk (NSD).

Developed project based large scale staffing solutions and personnel management programs which helped to staff and retain over 550 staff across the U.S.

Provide executive leadership for a $151 million Support and Customer Service infrastructure with 12 geographic locations in 10 U.S. States. Our Service Desk at NSD currently supports over 355,000 government civilian, contractor, and military customers.

Defined requirements for existing customer service systems and worked with Technology to implement new systems and enhanced the existing systems. Systems to include CRM, inbound and outbound calling, email management, chat, etc.

ITI / KT Consulting, Inc.

Washington, DC / Los Angeles, CA September1998 – April 2012

Director of Project Operations & Resource Management September 2007 – April 2012

Facilitated all communications between the Project Management Office (PMO), Stakeholders, and Project Managers.

Consistently achieved customer service scores of 95% or higher

Successfully managed multiple projects ranging from $1-$5 million per year while consistently achieving goals

Management Duties:

Responsible for Project-Based Profit and Loss Reporting

Resource Utilization Analysis and Reporting

Project Budget and Resource Forecast Reporting

Project Management / Resource Management Duties:

Oversaw, developed, and delivered scientific/technical services and government technology contract project training and resource development program

Coordinated with PMO to ensure Project communications, requirements, change requests, and project documentation are updated and distributed to all parties and Stakeholders

Trained and managed two full-time and two part-time recruiters; responsible for developing job descriptions based on client need and requirements

Employee Relations & Resource Management Duties:

Oversaw and coordinated with Human Resources on employee project in-processing, out-processing, benefits, orientation, issue resolution, and terminations

Performed Exit interviews

Oversaw the employee professional development program

Administered the employee retention programs

Detailed understanding of HR/EEO laws at state and federal levels

Associate VP of Project Operations and Subcontract Administration 2005 - 2007

Managed project activities and supervised contract administrators

Interfaced with government and commercial clients regarding project budgets and staffing requirements to enforce contract project standards

Developed creative pricing strategies and technical solutions as part of the business and proposal development team responding to government Requests for Proposals and other requirements based on the clients’ Statements of Work

Operations / Recruiting Manager 2003 - 2005

Developed and delivered project training and orientation sessions and materials for new project employees

Managed two full-time recruiters; making sure all open job requirements were filled in a timely and effective manner with qualified candidates

Operations Analyst 1998 - 2002

Prepared and presented project reports to the project management team

Assisted in the creation of project orientation materials

Attended and participated in client meetings to prepare new strategies and plans to meet project objectives


BA in Government Administration

Franklin & Marshall College, Lancaster, PA May 1994

Professional Contract Administration

NCMA, Vienna, VA March 2000


PMP Certification (currently taking the PMP Certification Class, PMI certification expected by August 30, 2016)

MS Office 2007 and 2010 (advanced), MS SharePoint (intermediate), MS Project (basic), MS VISIO (basic), MS Publisher (basic), Mac OSX (intermediate)

Special Advisor to the Government of Taiwan, Government Procurement Agreement (GPA), Taiwan External Trade Development Council – June 2009

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