Services

Provided visionary leadership to drive operational excellence, ensuring the delivery of high-quality Managed and Cloud Services while supporting organizational growth and compliance.

• Business Growth: Influenced the evolution of Managed and Cloud Services, achieving a 15% growth in business revenue.

• Project Delivery Excellence: Directed the project portfolio, with 90% of projects delivered on time, within budget, and meeting customer satisfaction metrics.

• Governance and Compliance: Managed Governance and Audit to maintain ISO 20,000 certification, CISCO Gold Partnership, HIPAA, and PCI compliance, solidifying the company’s reputation for reliability and security.

• Process Improvement: Applied the PMI Organizational Project Management Maturity Model (OPM3) to enhance IT project delivery, streamlining operations and increasing project success rates.

• Infrastructure Modernization: Led the migration of internal systems to a hosted data center, ensuring improved scalability, efficiency, and reliability of internal IT operations.

• Operational Efficiency: Established new policies and procedures aligned with ITIL standards, significantly improving service delivery and internal team coordination.

Strategic consulting services to businesses, focusing on operational efficiency, revenue growth, and process optimization. Your expertise in analyzing business needs and delivering tailored solutions helped clients achieve measurable improvements in performance and profitability.

• Platform Consolidation: Led a comprehensive review and consolidation of platforms for a telecom client, reducing operational complexity, improving system efficiency by 30%, and increasing revenue growth by 12%.

• Pricing Strategy Optimization: Redesigned pricing models for a telecom client, resulting in an 8% increase in net operating profit while aligning services with market demands.

• Strategic Website Redesign: Managed the redesign of a bank’s payment engine, consolidating multiple payment networks into a single user interface, enhancing customer usability and reducing operational costs.

• Marketing Process Enhancement: Streamlined a non-profit’s content management workflows, integrating videos, blogs, and articles into unified campaigns, increasing marketing team productivity.

• Sales Pipeline Growth: Developed a   “Cold Calling 2.0” lead generation plan for a scanner company, boosting sales pipeline growth by 15% through targeted outreach and improved coordination.

• Market Positioning: Conducted a 360-degree review of a telecom client’s market strategy, leading to optimized SAS delivery, hosting options, and an updated marketing approach that improved competitiveness.

Led customer service operations for over 5,000 record-keeping and trading clients across multiple geographies. The role focused on enhancing client satisfaction, streamlining service delivery, and driving measurable improvements in support processes.

• Operational Leadership: Managed a 24/7/365 client service operation across four geographically dispersed locations, ensuring consistent and high-quality service delivery.

• Client Satisfaction Improvement: Executed a Six Sigma client-facing process improvement initiative, reducing incoming call volumes by 15% and increasing the Net Promoter Score by 10%.

• Issue Resolution: Aligned Development’s Agile framework with Client Services to reduce outstanding customer issues by 60%, significantly improving response times and issue resolution rates.

• Custom Solution Delivery: Directed an international client’s custom development project, integrating multiple systems into a web-based business UI and implementing Lean processes for straight-through processing.

• CRM Integration: Spearheaded the integration of Salesforce with existing tools like Remedy for issue tracking, improving visibility into issue statuses and reducing system touchpoints, resulting in enhanced operational efficiency.

• Strategic Process Alignment: Collaborated with cross-functional teams to ensure that client-facing processes aligned with corporate goals and customer expectations.

As a Product Manager , you spearheaded transformative initiatives to modernize and scale the organization’s technology infrastructure. By driving the adoption of cutting-edge tools and platforms, you enabled operational efficiency, scalability, and innovation.

• Cloud-Native Transformation: Led the development and deployment of Kubernetes cloud infrastructure and its on-premise counterpart, Rancher, managing the build-out of 49 clusters (29 in production) and transitioning from Docker-based insights to a scalable Kubernetes environment.

• Infrastructure Monitoring: Designed and implemented a comprehensive monitoring framework using DataDog, improving observability and incident management across the infrastructure.

• Automation & Standardization: Created standardized Confluence playbooks and automated processes, ensuring operational consistency and alignment across teams.

• Program Management: Delivered weekly updates to senior leadership and technical teams, maintaining transparency and adherence to the project roadmap, ensuring on-time completion by year-end.

• Scalable Solutions: Orchestrated the migration of critical workloads to AWS cloud using Kubernetes/EKS, ensuring compliance, security, and performance at scale.

As the Director of Program Management, you played a pivotal role in establishing and managing a Program Management Office (PMO) to oversee the delivery of enterprise-wide projects and ensure alignment with strategic business goals.

• Portfolio Management: Oversaw the execution of a complex portfolio of 12+ concurrent SaaS and cloud-hosted projects, ensuring successful delivery within scope, time, and budget constraints.

• Process Standardization: Developed and implemented project management frameworks, leveraging PMI and Agile methodologies to ensure consistent practices across teams and projects.

• Resource Optimization: Coordinated resource planning across software, technical, and cloud SMEs, balancing team workloads to meet diverse client integration requirements.

• Executive Reporting: Delivered regular updates to C-suite stakeholders, providing visibility into project status, risks, and opportunities, fostering informed decision-making.

• Risk Management: Acted as the escalation point for high-priority issues, leading risk mitigation strategies to keep projects on track and ensuring minimal client impact.

• Efficiency Gains: Improved Sales Operations efficiency by 45% through the creation of standardized templates and reduced contract review times by 30%, directly supporting the deal pipeline.

• Change Management: Guided teams through organizational change initiatives, aligning project delivery with evolving business priorities and customer expectations.

As the Sales Operations Manager, you played a key role in streamlining sales processes, optimizing contract management, and driving operational efficiency to support the growth of the organization’s cloud-hosted solutions.

• Efficiency Improvements: Modernized pricing and contract creation workflows for PEP+, ASP, and Hosted sales, increasing sales operations efficiency by 45% and reducing contract review time by 30%.

• Contract Management: Spearheaded the development of streamlined redlining processes for contract negotiations, ensuring faster turnaround times and improved collaboration between sales, legal, and client teams.

• Pipeline Optimization: Coordinated the deal pipeline with sales managers, ensuring smooth transitions from proposal to contract, directly contributing to a 100% achievement of sales goals for three out of four years.

• Template Development: Created standardized contract templates and playbooks, reducing inconsistencies and expediting contract negotiations.

• Collaboration with Product Management: Supported the Product Management team for payments cloud-hosted implementations, ensuring alignment between sales strategies and technical deliverables.

• Metrics and Reporting: Established tracking mechanisms to measure sales performance, providing actionable insights to stakeholders for continuous improvement.

• Change Management: Partnered with cross-functional teams to implement process changes, driving higher adoption rates and improved sales outcomes.

At Fiserv, played a pivotal role in supporting banking and financial services clients by leading transformative initiatives that enhanced operational efficiency, modernized infrastructure, and optimized payment solutions.

• Payments Modernization: Directed the migration of payments systems, including Wires, ACH, Swift, and Instant Payments, from a monolithic application to a microservices architecture on AWS, ensuring scalability, compliance, and improved performance for banking clients.

• Client Integration: Managed end-to-end portfolio implementations for cloud-hosted applications, coordinating with banking clients to align business requirements and achieve seamless integration of payment solutions.

• Cost Savings: Delivered $3 million in cost reductions by optimizing data center processes, infrastructure configurations, and mainframe utilization for banking operations. 

• Risk Mitigation: Reduced operational risks by implementing standardized project planning and execution processes, cutting initiation and planning phases by 60 days for banking projects.

• Enhanced Efficiency: Spearheaded VM reduction programs across four banking product lines, decreasing costs by 40% while increasing platform capacity by 75%.

• Executive Reporting: Acted as the primary escalation point for banking project risks, ensuring alignment with executive sponsors and delivering timely updates to stakeholders.

As Quality Assurance and Technical Services Manager, played a critical role in ensuring the reliability and effectiveness of healthcare systems, contributing to improved patient care through streamlined technology and operational excellence.

• System Reliability: Led the QA team to rigorously test healthcare software, identifying and resolving 900 issues, including critical bugs and enhancements, within a single release cycle to ensure uninterrupted functionality for healthcare providers.

• Streamlined QA Processes: Implemented automated test scripts to expedite the testing process, improving accuracy and reducing time to release for healthcare solutions.

• Healthcare Software Rollout: Expanded the Technical Support team to assist with system implementations in healthcare environments, ensuring seamless deployment and user adoption.

• Release Management: Maintained a transparent and efficient release schedule by developing an intuitive web-based portal for management to track updates and milestones.

• Employee Well-being: Supported and motivated employees through high-pressure periods, such as critical healthcare system releases and elevated support call volumes, ensuring team efficiency and morale.