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Work Background
Network Digital Security, Inc.Chief Operating Officer
Oct. 2024- Responsible for start up operations creating and updating business processes, operational objectives/initiatives, financial reporting, including P&L - Responsible for all non-sales business functions and operations including HR, admin, contracting, marketing, and project management
- Ensure that NDS meets requirements for conducting business within state, county, and local governments and school districts
- Developed and designed ebook and graphics for marketing initiatives
- Penetration testing project manager, collaborated closely with CISO on technical implementation and requirements for various cybersecurity project delivery, focusing on due diligence, operational readiness and project execution
KirkpatrickPriceDirector, Audit Delivery
Sep. 2022 - Sep. 2023- Led team of 11 information security auditors, ensuring quality delivering of services
- Partnered with C-Suite executives mitigating potential business impacts due to issues found during the audit period; while establishing working relationships and creating opportunities for additional revenue
- Created and implemented measurement tool tracking individual and team adherence of end-to-end internal process resulting in 30% improvement within two months
- Identifed process gaps such as inefficient workflows and lack of process clarity and proposed solutions
- Developed enterprise client onboarding plan to integrate and scale internal services and operational workflows to support operational and technical workflows of enterprise level clients and stakeholders
- Provided consultative services to organizations undergoing M&A activities providing guidance to scope of work as they integrated IT and business process services - Implemented capacity metrics and value goals for Information Security Associates to accelerating time to promotion from 24 months to 7 months creating opportunity for career growth and revenue impact
- Developed and launched first monthly operational meeting framework and cadence including metrics for all operational functions reporting to the COO
Change HealthcareDirector, Global Business Services
Aug. 2021 - Sep. 2022Nashville, Tennessee, United States- Managed portfolio of strategic supplier projects (~300 Mn under contract) including DevOps, Application Support and Core Technology within CHC’s Enterprise Technology business including both on-prem and cloud environments
- Prioritized the improvement of service quality, achieving a target of 95% measurable service levels excluding validation (previous measurability of 75%) within 6 months
- Performed deep dive in process issues related to supplier achievement of SLAs reviewing data and data workflows to ensure SLA data methodology aligned with contractual obligations
- Improved resource requests and process workflows, decreasing time from initial request, finance and legal approval to supplier fulfilment by 50%
- Implemented strong portfolio governance and relationship management centralizing all portfolio project issues under P4S including driving new offshore support project SOW negotiations - Maintained close relationships with all applicable ELT and SLT team members keeping a pulse on all new opportunities and potential issues with the supplier and supplier contract performance
UBSDirector, TOC Mission Control
Sep. 2020 - Aug. 2021Nashville Metropolitan Area- Led team of 12 Incident Managers in the Americas region providing global support to global UBS technology operations and engineering teams - Performed gap analysis on all incident management communication methodology (meetings, emails, alerts) identifying key areas for automation - Implemented quality improvements and efficiencies through agile based project initiatives including automated major incident communication tool - Responsible for managing and reporting all global incident management data across multiple systems (Shareporint, Service Now) used by internal and executive stakeholders
- Developed and implemented CSAT pilot to measure overall satisfaction, responsiveness, frequency of interaction, and value of services to understand voice of the customer and identify continuous improvement opportunities
Wipro LimitedBusiness Analyst
May. 2019 - Sep. 2020Nashville Metropolitan AreaProject: Confidential - Supported automation and testing teams for large data center migration on-prem to cloud project for healthcare analytics company serving as main onshore point of contact for project team onboarding Project: Change Healthcare - Governance Lead for Wipro’s Infra portfolio for Change Healthcare contract including: End User Services and IT Operations - Developed and managed customer scorecard incorporating key metrics to track and provide awareness of remediation efforts as part of get to green for Steady State IT Operations - Worked with internal and customer teams to address and gather requirements for new KPI metrics including feasibility and alignment within existing SOW - Responsible for drafting SOW revisions and extensions incorporating updated rate card and MSA contractual requirements (i.e applicable COLA agreements and timing) - Managed approvals and creation of SOW extensions creating an additional 1 Mn in revenue - Partnered with customer to develop transparent reporting of SLA metrics for executive visibility driving internal teams to provide enhanced operational metrics - Set up internal governance process and system to track and manage operational metrics, drive resource fulfillment and streamlined offshore PMO team efforts to enhance productivity - Responsible for managing program artifacts and documentation across entire Wipro – CHC engagement (BPO, IT, Apps, GTM) including creating and developing executive presentations - Investigated outstanding travel expenses resulting in additional ~174k in revenue - Provided leadership and strategic direction for projects by reducing noise, identifying pain points, process recommendations, risks, and issues, and driving tasks to closure
- Worked daily with client, executives, internal onshore and offshore project teams, and vendors providing hands on oversight
State of TennesseeProgram Manager, Office of Criminal Justice Programs
Feb. 2018 - Apr. 2019Department of Finance & Administration- Oversaw all aspects of 20+ sub recipient grant projects statewide, totaling $5 Mn in FY19 including contracting, monitoring, and RFP development and coordination within State and Federal guidelines
- Developed and managed intern planning project, including project development and intern management
- Provided program support for all internal and external questions and reporting issues surrounding Victim of Crimes Act (VOCA) funding
State of TennesseeField Supervisor 1
Dec. 2016 - Feb. 2018Department of Human Services, Childcare Certificate Program - Provided direct oversight of District 5 & 6 Child Care Certificate Program encompassing 21 counties and 6 direct reports - Increased District 6 Smart Steps enrollments from 200 to 600 within 6 months, impacting 400 Davidson County families - Stabilized struggling units and increased processing timeliness from 20% to consistently over 92%
State of TennesseeSocial Counselor 2
May. 2016 - Dec. 2016Field Investigator for Adult Protective Services.
State of TennesseeAPS Intake Counselor
Feb. 2016 - May. 2016Intake counselor for Adult Protective Services. Transferred to field investigator.
Motlow State Community CollegeAdjunct Instructor
Aug. 2015 - Dec. 2015Smyrna, TennesseeClasses taught: CRMJ 2010- Intro to Law Enforcement
State of TennesseeEligibility Counselor II
Jan. 2010 - Jan. 2012Department of Human Services- Applied federal and state Medicaid, TANF, and SNAP policies to determine applicant eligibility for available programs
- Managed and maintained a high volume caseload with specific timeliness standards of processing
- Utilized case management techniques to address client issues surrounding eligibility and referred clients as needed to the appropriate community service agency
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