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Program/Project Manager Service Delivery Manager

Austin, Texas, United States
April 20, 2017

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Dedicated, well-organized management professional in IT, program management, project management, transition management, resource management, change management, risk management, service delivery management, budget management, portfolio management, contract management, business development, and customer service. Consistently exercise Scrum Master/Agile/ Waterfall methodology, consistently exercise PMP methodology, and dedicated ITIL Expert with a superior work ethic and client satisfaction record. Adept multitasker able to bring a high number of simultaneous projects to completion with accuracy and professionalism. Partner with cross-functional teams such as Product and Engineering to lead or contribute to large scale strategic projects as well as solve ongoing operational problems at scale as it relates to our Outsourcing needs. Proven ability to hire, develop, and mentor employees to meet or exceed departmental expectations. Adept at maintaining strong customer and vendor support, thrive in rapidly changing business situations, while creating and managing a strong team environment. Create and maintain insightful automated reporting to track business and operational KPIs.


Bachelors of Science in Business, Colorado State University, July 1995



●Mathematics (Engineering Calculus, Statistics, and Accounting)

●Engineering Physics


●ITIL (Information Technology Infrastructure Library) Certified

●PMP/PMI courses completed


●Program Management = 16 years

●Project Management = 16 years

●Management = 20+ years

●ITIL methodology = 18 years

●Scrum Master/Agile methodology = 10 years

●Waterfall methodology = 10 years

●PMP methodology = 16 years


Cisco Systems Dec 2005 – June 2016

Transition PMO Manager

Large Enterprise Program Manager

Project Manager

Engagement Manager

●Managed customer base and Transition PMO team within Cisco Cloud and Managed Services (CMS) providing customers with assurance that the IT platform was of primary focus for technological evolution.

●Managed collaborations of field teams in Sales, Business Development, Advanced Services, Field Operations, and Technical Services to ensure a One Cisco customer alignment from opportunity development through engagement execution and transition.

●Managed collaborations of Advanced Services, Field Operations, and Technical Services to ensure and streamline data for consumption into analytics.

●Managed internal and external stakeholders to understand requirements to develop advanced analytics, models and visualization.

●Managed the success of customer deployments, managing the planning and execution of contractual obligations; coordinating the interaction of internal, partner, and customer resources toward the completion of key service projects.

●Managed large strategic, cross-functional and highly visible customer facing projects or multiple projects.

●Governed a business management role in a large strategic account or group of accounts.

●Managed internal stakeholders on analytics best practices (with Data Integration & Virtualization tools <ie. SQL, business objects, etc.>)

●Manage project lifecycle milestones from concept through project closure, advocate change management, and escalate issues to resolution.

●Managed Transition PMO team to effectively collaborate and oversee support teams and their progress within web security, networking and cloud technology (SaaS, PaaS and

Iaas, Juniper); to ensure cyber security needs are demonstrated and architecturally designed.

●Managed customer base and Transition PMO team to lead medium to large, complex IT Enterprise Service Transitions to drive consistency and quality of scope of deliverables (scope), milestone management (time), risk and issue management (Quality) and overall reporting across the various project work streams.

●Managed oversight and coordination and timely verbal and written executive communication of customer-initiated business escalations outside of standard incident, problem, and change management processes.

●Managed large/complex customer facing projects or multiple projects by implementing and transitioning Remote Management Services for incoming new customers and/or services to Service Delivery Full Lifecycle Support.

●Effectively communicated issues to engineers within the support teams (ie. NOC, TAC, and IT), and resolutions/work-around to the customer.

●Managed customer base and Transition PMO team in effectively supervise and regulate internal and external stakeholders; such as key competitors as Avaya.

●Managed and collaborate with partners/customers to identify rules of engagement and operational support.

●Balanced and manage costs and resource usage between the streams to meet the overall program targets.

●Acted as single point of contact for customer during Service Activation phase and manages the project from start to completion.

●Managed and accountable for the delivery of Transition project outputs and the management of schedule, scope, quality, reports, communication and risk.

●Managed all project documentation and coordination as it relates to deliverables.

●Coordinated the interaction of internal, partner and customer resources toward the completion of the Service Activation Phase.

●Created and manage communication plan, project timeline, milestones, critical paths and deliverables in a constantly changing environment.

●Ensured all potential gaps are identified and work till resolution. Escalated project issues may impact timelines or ability to deliver service.

●Identified needs for and assist with creation of customer training.

●Acted as "business driver" to improve customer's and Cisco's internal operations.

●Understood customer's internal business functions and culture.

●Managed customer facing projects and internal advanced service improvements.

●Reviewed contractual agreements, to plan and implement business strategies to efficiently staff, schedule, meet cost and service level agreements; by reviewing daily, weekly, and monthly reports.

●Identify, build and maintain relationships with customer's internal management.

● Acted as single point of contact for operational issues.

●Coordinate technical issues and customer needs.

●Provided customers with updates on "hot" or escalated issues.

●Coordinated and conducted weekly conference calls to provide status reports to customer.

●Created and presented reports to customers with analysis of customer's support needs, project success factors, and metrics.

●Managed several concurrent projects focused on managed service offering development and implementation.

●Drove and implemented project plans through to completion (taking ownership, identifying key tasks and team members, developing timelines, identifying critical success factors, managing to successful outcomes).

●Proficient in the following systems and/or applications:

-Microsoft Professional Suite


-OSS (an Oracle ticketing system)

Unisys Nov 2001 – Dec 2005

Help Desk and Customer Satisfaction Manager

●Reviewed contractual agreements, to plan and implement business strategies to efficiently staff, schedule, meet cost and service level agreements; by reviewing daily, weekly, and monthly reports.

●Strong ability to multi-task. Have managed 6 to 9 client groups at one time for help desk technical support.

●Managed in bound call center technical support.

●Managed help desk team to provide technical support for the City of Chicago client. Supporting all City offices and departments, the Transit Authority, and Parks District. Managed additional accounts such as: The Getty, Marriott, Baxter, DFAS, LeFarge, AIG, Apple, and Merrill Lynch.

●Managed customer satisfaction team that conducts surveys for all North America (including Canada and Mexico) and European clients after help desk and/or field support had been completed, to rate service quality and level of efficiency.

●Managed out bound call center customer satisfaction support.

●Communicated to all levels the service delivery and operational needs, that are critical to the success of contractual client business.

●Coordinated and executed remedial training for employees, as required.

●Monitored employee performance by providing feedback and documentation, to ensure the meeting of organizational and job role objectives.

●Managed employees to deliver hardware and software support, to resolve feature and function questions, and log issues properly and efficiently.

●Recruited and interviewed applicants for employment as call center agents, team leaders, or supervisors.

●Ensured that all client support was delivered per contractual agreements.

●Managed along ISO 9000 guidelines by maintaining and improving compliance, ensuring that all pertinent records and documentation and kept up to date, and actively participate during audits.

●ITIL (Information Technology Infrastructure Library) Certified

●Security Clearances:

- Standard From 86 EG (SF 86) <to support TSA (Transportation Security Administration) client>

- In the process of acquiring Standard From 86 EG (SF 86) and SSBI investigation <to support DFAS (Defense Financing and Accounting Service) client>

●Coordinated with other supervisors and management to develop, and administer employee recognition.

●Advised on the solution of operational and technical issues.

●Refined organizational and contractual processes.

●Participated and lead special projects as assigned by management.

●Assisted in career development and progression for employees.

●Managed teams with minimal supervision from upper management.

●Developed and maintained working relationships with all employees and management.

●Proficient in the following systems and/or applications:

-Microsoft Professional Suite




-Proquis (an Oracle database)

Janus Service Corporation May 1999 – April 2001

Investor Communications Manager - Austin, Texas

●Implemented conversion of resource manuals to online documentation, resulting improved distribution of updates and cost efficiency.

●Oversaw the day to day management of staff and develops, and maintains individual and team metrics.

●Resourcefully managed 20 + teams of investment representatives.

●Managed in bound call center investment support.

●Managed issue by troubleshooting performance through working with analysts, portfolio managers, operations, clients, etc.

●Consistently governed industry developments, standards; and kept the performance teams at the forefront of these developments.

●Developed and implemented training program facilitating transition from traditional customer interaction to e-commerce.

●Developed call and product knowledge, resulting in higher quality customer service.

●Coached team members using monthly development reports improving availability, productivity, and overall results.

Janus Service Corporation Aug 1995 – May 1999

Senior Account Specialist - Denver, Colorado

●Managed a variety of customer service activities including answering questions, handling redemptions, exchanges, and other transaction requests quickly and accurately to ensure the highest level of client satisfaction.

●Managed effective plans on the best ways for shareholders to accomplish their service goals.

●Identify opportunities to proactively offer additional services that correspond to shareholder service goals.

●Assisted in career development and progression for various employees within the company.

●Repeatedly promoted based on overall performance, and relocated from the corporate office in Denver to the Austin site.

●Knowledgeable of all shareholder services to offer a dynamic suite of services.

●Resolved problems and corrected errors; which varied in complexity.

●Proficient in the following systems and/or applications:

- TA2000 (OS/2) <an Oracle ticketing system>


- CentreVu

- Microsoft Suite



●Solid mutual fund, finance, and market knowledge.

●Tested Y2K replacement systems, and trained staff on use of new software.

●Acquired Series 6 and 63 NASD licenses.

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