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Work Background
Amazon Web Services (AWS)Technical Program Manager, Security Escalations
Dec. 2024Dallas, Texas, United StatesLead executive security escalation meetings across Sales, Marketing, and Global Services organizations, providing comprehensive security oversight through strategic management of critical security incidents and escalations. Drive security culture transformation at scale through weekly leadership meetings, focusing on proactive issue identification, resolution strategies, and organizational security posture improvement. Collaborate with Data Scientists to develop and implement Proof of Concepts for Artificial Intelligence agents, streamlining incident response mechanisms and enhancing decision-making processes for security operations. Institute comprehensive issue management review processes and conduct deep-dive analyses to identify root causes and implement systematic improvements across enterprise-scale operations. Manage cross-functional stakeholder alignment across multiple business units, ensuring security initiatives support broader organizational objectives and customer mission outcomes.
Amazon Web Services (AWS)Sr. Technical Program Manager, Security Escalations
Dec. 2024 - Jan. 2026Dallas, Texas, United StatesLed enterprise programs across 5 VP organizations within AWS Global Services Security, partnering with engineering, security, and business leaders to build scalable mechanisms that resolve high-severity issues and protect customer data before they escalate.
• Governed resolution of 40+ high-impact operational and technical issues annually across AWS Global Services Security, building scalable remediation mechanisms that reduced escalation recurrence by 15% and enhanced security posture across 30+ AWS services.
• Served as program lead for AI-enabled operational initiatives, introducing automation and decision-support workflows that reduced executive triage workload 20+ hours weekly and improved mean-time-to-resolution by 27%.
• Partnered with engineering, data science, and business leaders to align delivery milestones with organizational priorities and reduce downstream execution risk.
• Developed executive dashboards and reporting that surface risk trends and remediation effectiveness, improving leadership decision-making and prioritization.
AmazonSenior SRI Manager
May. 2024 - Dec. 2024Dallas, Texas, United StatesDesigned and built a centralized Risk Register consolidating security data across Business Security Teams, enabling enterprise-wide risk visibility and data-driven mitigation strategies for leadership decision-making. Led team of six managers supporting Whole Foods Market integration and training programs, facilitating seamless security operations during the $13.7B acquisition across 500+ retail locations. Consolidated WFM policies into Amazon's security framework, identifying gaps and streamlining compliance, ensuring consistent security standards across all retail locations while reducing operational complexity. Developed security training and awareness programs across seven Business Security Teams, enhancing security culture and reducing incidents through proactive education and standardized onboarding processes. Provided strategic guidance for Monthly/Quarterly Business Reviews, creating work-back schedules and coordinating stakeholder reviews, improving review cycle efficiency and high value decision-making velocity through clear accountability measures.
AmazonSenior Manager
May. 2024 - Dec. 2024Dallas, Texas, United StatesLed enterprise initiatives improving governance maturity, operational alignment, and risk visibility across distributed security and business teams.
• Designed and implemented a centralized enterprise Risk Register across 7 Business Security Teams, consolidating visibility into 30+ enterprise risks.
• Reduced executive reporting preparation time by 15% through standardized reporting frameworks and automated metrics.
• Delivered executive-level reporting supporting Monthly and Quarterly Business Reviews, enabling data-driven risk prioritization.
• Directed risk awareness and training initiatives impacting 800+ employees, strengthening organizational risk ownership.
AmazonSenior Exception Manager
Nov. 2022 - May. 2024Dallas, Texas, United StatesDirected enterprise governance programs overseeing security exception workflows and executive approval processes.
• Led review and governance of 250+ enterprise security exceptions, improving risk prioritization and reducing review cycle time by 25%.
• Built executive dashboards providing leadership with real-time visibility into enterprise risk exposure.
• Coordinated cross-functional workstreams across security, engineering, and business teams to ensure alignment on risk decisions and delivery timelines.
• Directed enterprise access reviews across critical systems, removing 30% of over-provisioned elevated access within six months.
AmazonSr. Exception Manager
Apr. 2021 - May. 2024Dallas, Texas, United StatesBuilt and deployed a top-tier Data Governance Exception Program from the ground up, managing over 750 exception requests with 500+ processed in the first 7 months, directly protecting customer PII, contact data, and order history for 196,000 users • Led a team of three Process Improvement Specialists in processing 505 requests in 2021 and 138 requests through 2022, preventing at least 5,600 users from gaining unnecessary privileged access to sensitive customer data and reducing potential security attack surfaces by maintaining access below the 10% threshold mandated by executive leadership. Developed and implemented rigorous governance processes that improved security posture by reducing approval rates from 43% to 14% through enhanced scrutiny, while simultaneously improving operational efficiency with SLA attainment increasing from 80% to 86% • Successfully partnered with Customer Service Identity and Access Management teams for access provisioning and guidance, reducing exception request backlog from 56 to fewer than 15 open requests, enabling enhanced monitoring and anomaly detection capabilities. Conducted comprehensive audits and governance oversight, created real-time dashboards for executive reporting, and developed streamlined decision-making processes involving L8 Directors and L10 executives, establishing executive-level risk accountability. Increased team Connections scores by 80% and promoted all three employees to Program Managers while delivering measurable risk reduction that supported Amazon's customer trust commitments.
AmazonSenior Exception Program Manager
Apr. 2021 - Nov. 2022Dallas, Texas, United StatesArchitected and launched an enterprise governance program supporting global risk exception management.
• Designed the program's operating model, workflows, and reporting structure supporting governance requests across the organization.
• Managed delivery of 750+ enterprise requests, reducing backlog by 50% while improving alignment with enterprise risk standards.
• Established governance metrics and executive reporting used by senior leadership to track program performance and risk trends.
• Partnered with cross-functional stakeholders to standardize approval processes and improve oversight of enterprise risk decisions.
AT&TSenior Business Management
Feb. 2020 - Apr. 2021Dallas/Fort Worth AreaLead for all work from home initiatives for call center support across video, mobility and broadband customer contact centers, creating Business Cases, leading WFH Governance, and project management status calls. Working across the company with Legal, BUs, compliance and integrity, vendor support and CSO. Support for HBO Max and AT&TTV deployment.
AT&TSenior Business Management, AT&T Customer Advocacy & Service
Feb. 2020 - Apr. 2021Dallas/Fort Worth AreaLed enterprise transformation supporting the transition of 20,000 employees to remote operations, coordinating technology, operations, and business stakeholders.
• Developed executive business cases linking technology initiatives to workforce strategy and customer experience improvements.
• Delivered cross-functional programs supporting large-scale platform and operational changes across enterprise service organizations.
AT&TSenior Project Program Manager - Chief Compliance Office
Feb. 2016 - Feb. 2020Dallas, TXLed AT&T’s submission for World’s Most Ethical Companies 2020 list, first time AT&T appeared on the list. Policy Governance lead for all company Compliance policies. Project lead, adding completion statistics to the learning platform. Subject Matter Expert for Microsoft SharePoint, streamlining the Risk Assessment process and adding automation. Created PowerPoint presentations for the Chief Compliance Officer for operations reviews, Audit Committee and Board of Director meetings. Conducted PowerPoint training for the organization.
AT&TSr Project Program Manager - Chief Compliance Office
Feb. 2016 - Feb. 2020Dallas, TXDirected enterprise initiatives modernizing compliance operations and improving risk oversight.
• Developed and maintained enterprise compliance infrastructure across 30 compliance programs, 48 risk assessments, and 12 business units using a centralized SharePoint database, improving risk visibility and governance consistency.
• Delivered 3 compliance technology projects on time and on budget, including upgrades to training reporting systems and integration with appraisal and call center delivery platforms.
• Served as strategic advisor to the Chief Compliance Officer, preparing board-level presentations, Audit Committee materials, and executive talking points for operations reviews.
• Led AT&T's successful submission to the World's Most Ethical Companies program, securing the company's first-ever appearance on the list after 5 previous unsuccessful attempts.
AT&TSr Benefits Analyst
Feb. 2015 - Feb. 2016Dallas, TXProcessed document requests and subpoenas for employees and Legal. Researched employee benefits, providing the appropriate documents based on the employee’s status (retired or active) and hiring company (Pacific Bell or Southwestern Bell).
AT&TManager Chief of Staff
Nov. 2012 - Feb. 2015Dallas, TXPlanned and executed Area Manager conference in Atlanta, GA for over 200 attendees, researching venues and coordinating lodging, transportation and creating all presentation materials. Volunteer lead for the Mobility and Business Solutions Conference for three consecutive years.
AT&TNetwork Operations and Customer Service
Nov. 1999 - Nov. 2012Dallas, TXSystem Implementation, working with the union in management and as a member, investigation support, conducting interviews, resolving conflicts, and carrying out discipline as necessary.
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