Functional Skills

Business Analysis
Business Operations
Business Continuity
Business Development
Customer Experience
Customer Relationship Management
Customer Service
Incident Response
IT Service Management
Leadership Development
Operational Efficiency
Operational Risk Management
Organizational Design
Process Design / Re-engineering
Service Delivery

Software Skills

ServiceNow
PowerBI

Certifications

ITILIT Infrastructure Library Certified

Sector Experience

Aerospace & Defense
Business Services
Technology
Fortune 500

Experience

Xalient Customer Service
Customer Delivery Manager
1/2024 - 7/2025
• Delivered SD-WAN and Zscaler solutions for six enterprise clients, aligned to complex, customized requirements
• Elevated CSAT through strong client partnerships and service transparency
• Created tailored reporting with Power BI and ServiceNow; facilitated incident and business reviews
• Analyzed metrics to reduce ticket volumes and false alerts from LogicMonitor
• Presented detailed Root Cause Analysis following Priority 1 events
DXC Technology Customer Service
Principal – Account Delivery Lead
4/2021 - 9/2023
• Directed IT product service lines across projects and operations
• Surpassed delivery targets through strategic execution and collaboration
• Owned full P&L responsibility; aligned services with budget and customer expectations
• Served as escalation lead across programs, services, and projects
• Streamlined delivery methods to boost customer satisfaction and reduce costs
DXC Technology Operations
Manager – Americas Restricted Delivery
8/2016 - 4/2021
• Supported secure/restricted accounts with 100% SLA achievement
• Led team recruitment, training, and succession planning
• Applied Lean IT principles to enhance service processes and efficiency
• Conducted daily performance reviews and leadership huddles
• Managed customer escalations and risk mitigation strategies
DXC Technology Operations
Manager – Service Management
3/2015 - 8/2016
• Directed Service Management delivery across ITIL domains
• Optimized resource deployment, cuting costs by 15%
• Standardized global service programs to enhance consistency
• Facilitated upskilling for internal talent and operational savings
DXC Technology Operations
Advisor Delivery Specialist & Previous Roles
6/2006 - 2/2015
• Developed CSC's Global Major Incident Management process and policy
• Managed critical incidents across commercial and restricted accounts
• Implemented global notification system (NotiFind) for service coordination
DXC Technology Operations
Supervisor / Systems Analyst
9/1996 - 6/2006
• Led offshore training initiatives and ensured job scheduling integrity
• Authored Production Control documentation and supported system troubleshooting
US Marine Corps Other
Sergeant
10/1990 - 9/1996
Honorably Discharged as Sergeant
• Branch Head, JCL Support
• LAN Administrator
• Mainframe Operator