Talent Acquisition Project Management

Shames Glass, PMP

Raleigh, NC ***** 919-***-**** *********@*****.***

www.linkedin.com/in/shames-glass-pmp-599b4766

STRATEGIC WORKFORCE LEADER CYBERSECURITY & AI PROFESSIONAL

Proven leader with 15+ years driving workforce optimization, vendor performance, and scalable operational strategies in high-stakes environments. Recently earned Google Professional Cybersecurity and AI certifications, demonstrating a unique blend of strategic leadership, security awareness, and technical acumen. Adept at aligning business goals with security frameworks, transforming data into insights, and implementing secure systems at scale.

CORE COMPETENCIES

Workforce Planning & Capacity Modeling

Cybersecurity Risk Management (NIST, INFOSEC, RMF)

Vendor Management & Contract Enforcement

Call Center & Contact Center Operations (IEX, NICE)

Data Security SIEM Vulnerability Assessment

Project & Program Management (PMO, ITIL, Six Sigma)

TCP/IP Network Architecture IDS/IPS Splunk Wireshark

AI/ML Generative AI Prompt Engineering LLMs

Python SQL Linux Cloud Networks Bash CLI

Budget Management Strategic Forecasting Power BI Excel

PROFESSIONAL EXPERIENCE

GLG Consulting Firm — Remote

Strategic Consultant

Oct 2024 – Present

Provided expert guidance on AI-driven workforce optimization and cybersecurity risk strategies.

Delivered actionable insights to C-suite clients, enhancing operational performance and cyber resilience.

Conducted network security and P&L assessments, aligning operational goals with secure practices.

UnitedHealthcare — Remote

Associate Director of Workforce Operations

Jul 2021 – Oct 2024

Led capacity planning and vendor performance for Government Operations, reducing costs by 22% and delivering $40M+ in efficiency gains.

Created UHG’s first vendor workforce certification program with performance assessments, centralized curriculum, and onboarding process.

Partnered cross-functionally to align telephony planning, staffing models, and call volume distribution.

Acted as SME in RFP selection and oversight, ensuring peak readiness across 10+ vendor sites.

Workforce Vendor Liaison & Strategic Planner

Mar 2015 – Jul 2021

Grew vendor partnerships from 3 to 10, developing scalable frameworks for staffing plans, OT models, and quality metrics.

Coordinated weekly planning calls to align forecasts and SLAs; enforced contractual KPIs related to speed-to-answer, occupancy, and readiness.

Supported vendor certification, incident response protocols, and escalations through robust reporting and site evaluations.

Xerox Corporation — Cary, NC

Workforce Operations Manager, Strategic Implementation

2013 – 2015

Led workforce implementation for IBC campaign across NC & KY; streamlined templates and automated reporting tools.

Managed performance analytics, staffing models, and campaign outcomes for Apple, Humana, and new clients.

Created SOPs and analytic tools to manage multi-site workforce activities.

Hascoe & Associates — Greenwich, CT

Project Manager, Strategic Planning & Implementation

2002 – 2013

Delivered complex, multi-year projects under strict confidentiality protocols, including private sector and classified contracts.

Improved output quality by 35% via strategic control systems and data-informed process enhancements.

EDUCATION

Bachelor of Arts – Computer Science & Business Information Systems, cum laude

University of Arizona

CERTIFICATIONS

Project Management Professional (PMP)

Google Cybersecurity Professional Certificate

oFoundations Networks Risk Linux & SQL Python Automation Detection & Response

Google AI Essentials

ITIL Foundation Six Sigma Green Belt

TECHNICAL SKILLS & TOOLS

Cybersecurity Tools: SIEM, IDS/IPS, NIST CSF & RMF, Packet Analyzers (Wireshark), Security Audits

Languages & OS: Python, SQL, Bash, Linux, Windows, CLI

Analytics & Tools: Microsoft Project, Excel, Power BI, Microsoft 365 Suite

Other: TCP/IP, InfoSec, Generative AI, Prompt Engineering

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