U.S. Department of the Interior
$5Mplanned expansion avoidedENTERPRISE OPERATIONS · SERVICE DELIVERY · TRANSFORMATION
I lead complex operations and make them easier to manage.
Operations executive with 30+ years across Verizon, the federal government, NuAxis, and the U.S. Navy. Large service organizations, P&L and revenue ownership, customer experience, operating systems, and practical AI.
EXECUTIVE PORTFOLIOCommercial · Federal · Military
30+ years of operating responsibility
30+years operatingCommercial · federal · military
$50M+portfolio scopeFederal service portfolio
400K+users supportedEnterprise service operations
110professionals ledNuAxis program
14managers ledAcross six functions
200K+customers in outage responseVerizon high-impact communications
SELECTED RESULTS
Work that changed the math.
Different organizations. The same pattern: understand the operation, fix the constraint, measure what changed.NuAxis Innovations
$452Kfinancial performance improvementChanged the cost structure while maintaining service.
Verizon
7 mo.IRIS delivered earlyDelivered for 8,000 users with no new budget.
Verizon
18%productivity gainChanged ownership of escalated work across three service teams.
HOW I OPERATE
Four views of the same job: make the system work better.
ENTERPRISE OPERATIONS
Make the operation easier to run, not just easier to report on.
Find the constraint, fix ownership and flow, then give managers measures they can actually run.$500Kannual savingsFour nationwide functions brought into one operating model
→Standardized KPIs and manager scorecards across 10 FiOS contact centers.
→Unified routing and workforce planning across four nationwide functions.
EVIDENCE IN MOTION
Numbers are more useful when they tell the story quickly.
Three additional examples. Different problems, different levers, measurable change.VERIZON · ACTIONTEC STUDY
500→~20%→FIX
Test the experience, find the friction, change the instructions.
A roughly 500-customer study found setup instructions were driving about 20% more support calls. The instructions were redesigned.DEPARTMENT OF THE INTERIOR · REPORTING
120+hours removed
each quarter
each quarter
Automate the recurring work so leaders can use the information.
Recurring reports were automated and service issues became easier for leaders to see.U.S. NAVY · DEVELOPMENT
60+sailors coached
90%earned advancement
Development had a measurable outcome.
Qualification plans, coaching, and technical development helped more than 60 sailors advance.OPERATING PLATFORMS
Microsoft 365 · Power BI · BMC Remedy · Cisco UCCXCONTACT CENTER
Genesys · Avaya ACD · Workforce analytics · Knowledge managementAPPLIED AI
Research · workflow design · decision support · employee productivity · human reviewCAREER RECORD
Three decades of operating responsibility.
Commercial, federal, and military environments. Open any role for the detail.2026NuAxis InnovationsProgram Manager · Deputy Program ManagerLed a multi-function federal technology services program supporting nationwide and offshore operations.+
Owned P&L and revenue, including staffing, budget, technology, and delivery decisions.
Changed staffing and vendor costs while maintaining support and improving program financial performance.
Ran regular leadership reviews of staffing, budget, deadlines, service risks, ownership, and follow-up across teams.
2018–2025U.S. Department of the InteriorSenior IT Program Manager · Enterprise Service OperationsRan enterprise service operations across IT, HR, Finance, and Travel through three nationwide service centers.+
Raised the customer-service standard and improved results through tighter reviews, escalations, and manager accountability.
Improved capacity and avoided a planned expansion through workflow redesign, training, certification, and stronger manager routines.
Compressed onboarding and new-hire ramp through readiness, coaching, and role-based certification.
Briefed the CIO and Deputy Director regularly on service performance, staffing, risk, and investment decisions.
2014–2018U.S. Department of the InteriorService Delivery Manager · IT, HR, Travel & Financial ServicesUnified routing and workforce planning across four nationwide functions with Cisco UCCX, saving $500K annually.+
Consolidated case management in BMC Remedy so distributed teams shared ticket tracking, service measures, and reports.
Automated recurring reporting and improved leaders' visibility into service problems.
Launched a cloud-based training portal for consistent onboarding and role-specific training across distributed service teams.
2009–2014VerizonSenior Operations ManagerPut the same KPIs, service measures, and manager scorecards in place across 10 FiOS contact centers.+
Changed ownership of escalated work across three service teams, improving productivity and resolution speed.
Opened and stabilized two contact centers in Ohio and Tampa, establishing leadership routines, training, and field partnerships.
2005–2009VerizonOperations Manager · Contact Centers & ReportingLed analytics, reporting, training, and improvement work for 1,200+ associates during nationwide FiOS expansion.+
Built and scaled internal reporting and decision-support tools during nationwide FiOS expansion.
Reused licensed tools and internal developers to deliver major reporting capability without new budget.
1994–2005U.S. NavyLead Petty OfficerLed, trained, and developed sailors while maintaining daily operational and technical readiness.+
Used qualification plans, coaching, and technical development to help sailors advance.
CREDENTIALS
Business judgment, technical fluency, practical AI.
I use technology to solve business problems and make work easier.Education
Executive MBA, 2017George Mason University
Master of Technical Management, 2018George Mason University
BS, Liberal Arts, 2008Excelsior College
AA, Telecommunications and Technology, 2002ECPI
Chief Information Officer Graduate Certificate, 2018George Mason University
Certifications
AI Product Ownership (PSPO-AIE)Scrum.org · Professional Scrum Product Owner - AI Essentials
Agile Leadership (PAL I)Scrum.org · Professional Agile Leadership I
Scrum Master (PSM I)Scrum.org · Professional Scrum Master I
Lean Six SigmaVerizon PMO
Change Management SpecialistVerizon PMO
HDI Support Center ManagerHDI
FAC-COR IIPreviously held
PRACTICAL AI
Useful when it improves the work.
Research, workflow design, decision support, prompt engineering, employee productivity, governance, and human review.
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