Program Manager Field Services
Resume:
Lois Engel
Lattingtown, NY **560
**********@*******.*** 516-***-****
Summary
Seasoned Management Professional with extensive experience in IT, Field Services, Telecom, Customer Experience, Facilities, and Business Operations. Proven ability to set strategic direction, lead cross-functional teams, and drive operational efficiencies while delivering exceptional customer satisfaction. Seeking a challenging leadership role that leverages my skills and fosters continuous growth
Professional Experience
ATSG Inc, New York, NY 2020 to Current
Global managed services and cloud provider. Leader in transformational technology solutions
Director – IT Field Services 2022 to 2024 Responsible for leading IT Field Services operations and managing warehousing of IT hardware for key clients such as Mattress Firm, Con Edison, T-Mobile, Knoll and Russell Reynolds. Oversaw IT Break/Fix, Project Execution, Warehouse Laptop Depot and Billing functions.
Strategic Leadership: Developed and executed a comprehensive strategy for Field Services, including leading a warehouse consolidation initiative in Memphis, resulting in significant cost savings and improved operational efficiency.
Contract Negotiation: Led successful contract negotiations with key clients, securing improved pricing structures and more favorable terms, contributing to enhanced profit margins and long-term client relationships. Developed RFP responses for Field Services/Project Management teams. Partnered with Sales team to provide pre and post sales support.
Process Optimization: Spearheaded the development and implementation of updated pricing models, Statements of Work (SOWs), and Scope documents, ensuring alignment with profitability targets while consistently exceeding customer expectations.
Team management: Directed a team of IT technicians, Project Managers and Coordinators, ensuring optimal resource allocation and support delivery for ongoing IT Break/Fix services, projects and hardware management. Developed KPIs and team metrics to measure efficiency
Program Manager – Service Delivery/Customer Experience Exec – Mattress Firm Account 2020 to 2022 Led the management of IT Break/Fix services, project execution, and customer experience for Mattress Firm’s extensive network of 2,000+ locations, ensuring high levels of customer satisfaction and strict budget adherence.
End-to-End Project Oversight: Managed the full lifecycle of IT projects for the Mattress Firm account, from project initiation and resource allocation to execution and final delivery, ensuring projects were completed on time and within budget.
Operational Coordination: Oversaw coordination between warehouse, field service, purchasing, sales, and finance teams, streamlining operations to support efficient IT Break/Fix and project work for the Mattress Firm account.
Prepare and Present weekly Customer Operation and Project reviews along with Lessons Learned and process improvement recommendations.
Customer Relations & Reporting: Regularly prepared and presented comprehensive weekly reports on operations, project status, and financials to senior leadership and key stakeholders, focusing on performance metrics and process improvements. Prepared and presented Quarterly (QBR) reviews with Customer.
Continuous Improvement: Drove customer-focused process improvements based on lessons learned, delivering actionable recommendations that enhanced service delivery and optimized operational workflows.
BEPC Inc, San Angelo, TX 2016 to 2020
Program Manager/Lead – Project Management, Honeywell International Account 2016 to 2020
Led the rollout of refresh technologies (voice, data, wireless, WAN, SDWan, WaaS) and managed two $7B+ divestitures across US, Canada, and LATAM sites.
Provided VP-level status updates and milestone tracking.
Escalation contact to resolve project, client, technology and vendor issues
Trained users on new technologies
Maintained documentation, including site surveys, risk/issues logs, and PM artifacts.
Collaborated with Technical Solution Engineers to align technologies with business needs.
Program Manager/Lead – Project Management, BJC Healthcare Account 2019 to 2020 Project Management Lead for BEPC team supporting the Site Surveys/Site Design Packages for BJC Healthcare network of locations. Worked to develop project plans, documentation, and schedule.
Oversaw site survey and design packages for BJC Healthcare’s network of locations.
Presented monthly updates to BJC Leadership and ensured accuracy of documentation.
Tracked Project Plans, operational level agreements, and lessons learned.
HONEYWELL INTERNATIONAL, Melville, NY 2001 to 2016
Director Telecommunications, ACS Division 2010 to 2016
Achieved $1.5M+ in annual savings through Telecom Stranded Cost initiative.
Supported ACS business for all Telecom functions including relocations, call centers, mobility, billing, network, hardware, Lync, inventory, contracts, etc.
Managed global video conferencing systems, ACS Telecom Refresh, and network contract negotiations.
Oversaw outsourced Service Desk transitions, enhancing service quality and reducing costs.
Director, IT Effectiveness/IT Business Partner (Honeywell Security) 2006 to 2009
Spearheaded ACS user satisfaction initiatives and global network conversion projects
Facilitated major call center upgrades and streamlined IT project submission processes
Director, IT (Honeywell Security) 2004 to 2006
Developed and managed IT budgets, prioritizing projects based on business requirements.
Successfully led Global Domain migration and LANDesk deployment projects.
Director, Global Infrastructure (Honeywell Security) 2003 to 2004
CIO (Acting), (Security and Fire Systems) 2002 to 2003
Aligned IT resources and processes post-acquisition to fit Honeywell’s global market.
Managed a $33M global IT budget, ensuring operational efficiency and cost-effectiveness
Director, IT (Security and Fire Systems) 2001 to 2002
Optimized the Global IT Networks for operational efficiency and security, saving $300K annually
Additional Professional Experience
ADEMCO/ADI, Division of Pittway, Syosset, NY (Acquired by Honeywell in 2001)
Director, Telecom
Manager, Telecom and Facilities
Manager of Industrial Engineering, Facilities and Telecom
POLYTECHNIC UNIVERSITY, Farmingdale, NY
Adjunct Professor, Industrial Engineering / Management
Core Competencies
Technical Skills: IT Strategy, Project Management, Telecom, Network Optimization, Contract Negotiation, Facilities Management
Leadership Skills: Team Building, Operational Efficiency, Budgeting, Cross-Functional Collaboration, Mergers, Acquisitions and Divestitures, Logistics
Education
Master of Business Administration (MBA), Finance, Hofstra University, Hempstead, NY
Bachelor of Science (BS), Industrial Engineering, Hofstra University, Hempstead, NY
Professional Memberships
Past President, ENTUA (Enterprise Networking Technologies User Association)
Past President, Long Island Chapter of Industrial Engineers
Certifications
ITIL Foundation Certified
Six Sigma Green Belt
Community Activities
Member of NY Thoroughbred Breeders, Present / Board of Directors – Present
Member Board of Directors – The Greater Ridgewood Youth Council - Present
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