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Work Background
International LEAP NetworkExecutive Member
Oct. 2024
CSGSr IT Manager Program Management
Aug. 2022 - Apr. 2024Directed comprehensive program and project management efforts, overseeing planning, budget control, resource allocation, and execution to ensure 100% on-time and on-budget project completion. Successfully managed budgets exceeding $1M, optimized resource utilization by 25%, and streamlined processes to improve project efficiency by 30%.
• Developed and executed program roadmaps, aligning them with organizational goals and achieving 100% stakeholder alignment while mitigating risks throughout project lifecycles.
• Directed a multidisciplinary team of IT professionals across multiple geographies, fostering collaboration and delivering project success on time and within scope.
• Collaborated with product development teams to incorporate customer feedback, enhancing project scope and delivering solutions that improved end-user satisfaction by 25%.
• Negotiated resource requirements with stakeholders, effectively balancing competing priorities and completing projects 20% faster despite limited resources.
• Proactively identified and mitigated risks across multiple programs, reducing potential delays and ensuring uninterrupted project delivery.
• Spearheaded the transition from Atlassian Jira to Microsoft Azure DevOps (ADO) for 500+ international users, enhancing system integration, increasing operational efficiency by 30%, and achieving annual cost savings of over $100K.
• Designed and implemented training programs for international teams, achieving 95% adoption rates for new tools, systems, and processes, ensuring seamless transitions and sustained productivity.
CSGLead IT Project Manager
Aug. 2013 - Aug. 2022Developed and implemented strategies that improved Software Engineering efficiency by 30% through tooling and automation. Maintained 100% compliance with internal and external audits for Software Development Methodologies (SDM) and enhanced team performance by 25% through streamlined documentation and comprehensive training programs.Directed cross-functional teams across business and technical domains, including vendors, partners, and customers, fostering relationships at all organizational levels and driving operational excellence within the Software Engineering Organization.
• Spearheaded process optimization and governance framework implementation, increasing operational efficiency by 30% through data-driven decision-making and advanced tracking tools for team capacity and throughput prioritization.
• Led critical initiatives, including an IT Service Management (ITSM) upgrade from Remedy to Helix and automation upgrades for Software Development Methodologies (SDM), resulting in a 25% improvement in operational performance.
• Managed organizational change initiatives and collaborated with Deloitte on the annual Research and Development (R&D) Tax Credits exercise, securing over $3 million annually.
• Oversaw compliance efforts for Payment Card Industry (PCI), SSAE18 (SOC), and internal audits, achieving a 100% success rate in audit adherence and regulatory compliance.
• Supported the CTO in managing budgets across 100+ cost centers, ensuring financial alignment and optimal resource allocation for a 3,000+ member international engineering team.
• Established governance frameworks and implemented Software Development Life Cycle (SDLC) improvements, enhancing process accuracy and efficiency across global operations by 20%.
CSGSr. IT Project Manager
Apr. 2009 - Aug. 2013Designed and implemented corporate tools, processes, and policies that enhanced SaaS solution delivery for 80+ teams across five portfolios and 12 value streams, supporting 1,700–2,500 employees. Collaborated with Product Management, Engineering, Release Management, and customer-facing teams to improve SDLC, Change Management, and Incident Management practices, achieving a 30% increase in operational efficiency. Provided on-call support and delivered new solutions, ensuring seamless internal customer experiences and process alignment across departments.Successfully transitioned from MKS to Jira for work management, developing and implementing SDLC policies and processes that improved team alignment by 25%. Delivered training to Engineering, Product, and Release Management teams, ensuring seamless adoption and organizational alignment.
• Served as a key stakeholder and SME in advancing CSG’s service catalog, replacing an outdated platform with self-service Confluence forms generating Jira records. Reduced project timelines by nine months and cut ongoing maintenance by 20-30%.
• Leveraged Scaled Agile Framework (SAFe) to align Product Management, Engineering, and Sales with client contractual obligations, reducing defect impact scores by 25% annually and enhancing customer satisfaction.
• Established and documented Agile processes and SDM methodologies, training teams across the organization to achieve consistent execution and 20% process efficiency improvements.
• Facilitated cross-functional coordination between Product Management and Delivery teams, ensuring comprehensive validation of business requirements and consistent SLA compliance.
• Acted as the primary liaison for Mergers and Acquisitions, Product Development, and Finance, driving alignment on tooling initiatives and enhancing cross-department collaboration.
• Managed the administration of Jira and Confluence, optimizing configuration and performance to improve user satisfaction and operational efficiency by 30%.
CSGHuman Resource Manager
Nov. 1996 - Apr. 2009•Strategic HR Leadership: Served as a trusted advisor to the CEO and President, driving workforce planning, culture development, and benefits strategies to attract and retain top-tier talent, ensuring long-term organizational success. Oversaw a multidisciplinary team of HR professionals, administrative staff, and interns, effectively managing a $200K budget with 100% on-budget performance and zero negative variances, ensuring operational excellence and fiscal responsibility.
•Employee Relations & Retention: Directed HR policies and programs for a 4,000+ Global workforce, leading initiatives that increased employee satisfaction and retention by 20%.
•Talent Acquisition & Workforce Development: Designed and launched CSG’s first automated Applicant Tracking System (ATS), reducing time-to-fill by 30% and increasing candidate engagement by 50%. Established a 97% conversion rate Internship & Mentoring Program, strengthening the IT, operations and Sales talent pipeline.
•Compensation & Benefits Strategy: Conducted salary benchmarking studies, improving offer acceptance rates by 15%, and developed competitive benefits packages for 4,000+ employees.
•HR Process Optimization & Compliance: Spearheaded automation of HR workflows, reducing administrative time by 40%, enhancing compliance, and maintaining 100% visa hiring compliance for 30+ international hires annually.
•Leadership & Employee Development: Designed and delivered leadership training programs, increasing succession readiness by 30%, and facilitated management training on performance, compliance, and union-free best practices.
•Employee Engagement & Recognition: Introduced company-wide recognition programs, improving engagement scores by 30%, and revamped New Employee Orientation, reducing onboarding time by 20% and increasing new hire retention by 25%.
CSGHuman Resource Generalist
Jun. 1995 - Dec. 1996•Led end-to-end recruitment processes, including talent sourcing, interviewing, and onboarding, ensuring alignment with company culture and hiring goals, resulting in a 30% reduction in time-to-fill for key positions. Exceeded technical hiring goals by 70%, consistently achieving an average of 35 high tech hires per month by streamlining recruitment strategies and leveraging data-driven talent acquisition techniques.
•Managed employee relations and conflict resolution, providing support and guidance to managers and staff on performance issues, compliance, and organizational policies, contributing to a 20% improvement in employee satisfaction and retention rates.
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