Award-winning experience supplier performance leader with a consistent, proven track record.

  Led Information Technology (IT) service delivery, including network, desktop, helpdesk and distributed server services for NASA and Boeing user communities, earning promotions to positions of greater responsibility.

  Master of Science (MS), Management, Florida Institute of Technology.

  Project Management Professional (PMP) Certified.

  Currently pursuing Intermediate ITIL Certification; expected Oct. 2017.

  Proficient with Microsoft Office and Project.

> Supplier Management/Performance > Team Leadership > Continuous/Process Improvement 

> Contract Negotiations > Staff Training > Risk Management

> Client Relations > Problem Solving > Project Management

The Boeing Co. Aug. 2004-Present

Continual Service Improvement Manager Charleston, SC (Aug. 2016-Present)

  Develop and maintain a Continual Service Improvement (CSI) process to track service activities across IT, integrate activities and provide periodic status on improvement plans.

  Plan, develop and execute IT Service Management Strategy across portfolios.

Achievements:

  Chosen to lead a team of 15 personnel in a brand new role and improve processes, impacting 3,000 employees.

  Spearheaded development of continuous improvement processes to assist service owners with achieving Key Performance Indicators (KPIs).

  Reduced process and cycle time in 2017 after leading value stream mapping training exercises and design thinking workshops before a Lean+ CVQ Team responsible for AIW.

  Assisted owners with developing processes so they can efficiently operate services.

Enterprise Infrastructure Hosting Requirements Integration St. Louis, MO (Jan. 2013-Aug. 2016)

  Spearheaded implementation of Infrastructure Hosting Service integrating with ITI Service Management plans.

  Worked closely with business systems, IT, information security and international teams across IT infrastructure to understand and deliver business priorities and commitments.

  Led project statement of work and delivery fulfillment according to service level flow time and quality needs.

  Managed escalations to ITI service owners and suppliers identified by business partners and ADMs.

  Oversaw a CVQ Lean+ Project for ITI infrastructure hosting service improvement.

Achievements:

  Lowered cycle time 90 days within six months after developing and integrating design, network, service storage and application database activities across all teams and functions, including procurement and installation.

Integrated Site Support Manager St. Louis, MO (Mar. 2010-Dec. 2013)

  Provided end-to-end service delivery of infrastructure services to the BDS business, including design, integration, management and operation of unique, proprietary and contract direct infrastructure programs.

  Delivered Tier II Executive Support, Factory Services, Customer Requirements Analysis, Demand Management and ensure operational excellence of IT infrastructure Services at the site.

  Led technical input, statement of work, daily interaction with sourcing partners, and provided performance results and inputs as Contract Representative for a Dell and Xerox Sourcing Contract.

Achievements:

  Exceeded the expectations of proprietary program customers.

The Boeing Co. Aug. 2004-Present

Integrated Site Support Manager St. Louis, MO (Mar. 2010-Dec. 2013)

  Decreased footprint by more than 20% and increased quality of service while serving as Contract Representative for a Dell and Xerox Sourcing Contract and leading up five team members on a printer consolidating project impacting more than 15,000 users.

Customer Engagement Manager Huntsville, AL (Oct. 2007-Mar. 2010)

  Led delivery of IT infrastructures services to space exploration, combat Systems and missile defense entities.

  Managed strategic and tactical planning, performance to Operating Level Agreements (OLAs) and Service Level Agreements (SLAs), as well as cost control, allocation of resources and providing mentoring to product and service teams regarding business partner interface.

Achievements:

  Earned the Star Over Alabama Award for reducing overhead expenses by more $1 million for IT services.

  Exceeded customer expectations for deliverables by managing capital process for multiple business units.

Operations Manager, Florida and Georgia (Aug. 2004-Oct. 2007)

  Spearheaded IT infrastructure services for the Florida and Georgia sites, including the Delta; NASA Shuttle; Space Station and Checkout Assembly Payload Processing Services (CAPPS); Global Positioning System Program; Homeland Security; and C17 and Apache programs.

  Led delivery of services for network, distributed servers and desktops for the Kennedy Space Center Cape at Canaveral, as well as sites in Titusville, FL and Macon, GA.

  Oversaw cost, schedule and technical aspects of service delivery as well as SLA management.

Achievements:

  Managed a cross-functional transition team to determine what Human Resource personnel needed for a joint venture to validate all hybrid service inventory.

McDonald Douglas July 1989-Aug. 2004

Network Manager, NASA Systems, Kennedy Space Center (Nov. 1994-Aug. 2004)

  Led delivery of network services to multiple programs and customers as Technical Manager of the Network Engineering Functional Department.

  Provided design, implementation and operations support for voice, video, data distributed servers and helpdesk services, consistently exceeding a contract-required 99.5 Network Availability Service Level percentage.

Systems Engineer, NASA Systems, Kennedy Space Center (Jan. 1993-Aug. 1994)

  Led 20 administrators within the Integrated Network Services Department, coordinating configuration control and management of server hardware and software for all LAN manager servers and vendor support of systems.

Systems Analyst/Programmer NASA Systems (July 1989-Dec. 1993)

  Performed as Technical Lead for LAN Manager Migration Team Project, converting more than 1,500 PCs and 55 servers from the 3+Open Network Operating System to the Microsoft LAN Manager Network Operating System and migrating the email system from 3Com 3+Plus Mail to Microsoft Mail.

  Earned a Space Flight Honoree Award for exceptional project leadership.

Master of Science (MS), Management, Florida Institute of Technology (FIT); earned May 1996

Bachelor of Arts (BA), Business Administration, Management Information Systems, FIT; earned Aug. 1989

  Project Management Professional (PMP) Certified, St. Louis University; earned Dec. 2016

  Certificate in Contract Management, St. Louis University; earned Dec. 2013

  Currently pursuing Intermediate ITIL Certification; expected Oct. 2017