• Oversaw digital product development projects in Agile environments, integrating design, development, and marketing teams to deliver client-facing solutions on time and within scope. • Planned and managed project timelines and sprints using ClickUp, ensuring SLA adherence, milestone delivery, and task traceability across multiple concurrent projects. • Designed and implemented standardized delivery frameworks, templates, and tracking systems to improve project visibility, budget control, and operational consistency across the PM team. • Acted as escalation point for high-risk and overspent projects, taking ownership of client communication, realigning expectations, and stabilizing delivery to prevent further budget loss and restore trust. • Defined MVP scope, system requirements, and architecture considerations in collaboration with technical leads, balancing immediate delivery needs with long-term scalability. • Led one-on-one coaching and improvement plans for Project Managers, addressing gaps in scope control, stakeholder management, and financial accountability. • Defined and tracked SLA-based KPIs and competency metrics for cross-functional roles, providing leadership with actionable insights into delivery performance. • Translated complex technical concepts into clear, actionable updates for clients and non-technical stakeholders, strengthening account relationships and delivery alignment.

• Led end-to-end technical implementation projects for managed IT services, including DRaaS, infrastructure onboarding, client transitions, and service renewals, ensuring on-time delivery across multiple workstreams. • Coordinated cross-functional teams (engineering, service delivery, operations, and leadership) and external vendors to execute complex, multi-party implementations. • Managed implementation lifecycles from planning through delivery, including scope definition, milestone tracking, dependency management, and risk mitigation. • Led Disaster Recovery as a Service (DRaaS) initiatives by coordinating readiness activities, documentation, validation steps, and stakeholder communications. • Served as the primary liaison between clients, internal technical teams, and third-party vendors, ensuring alignment during integration, testing, and handoff phases. • Tracked and reported project milestones, risks, and SLA adherence using ConnectWise and internal delivery tools. • Facilitated refinement and planning sessions to identify blockers early and maintain project momentum. • Maintained project documentation, implementation schedules, runbooks, and status reports, contributing to audit readiness and operational continuity. • Delivered weekly executive-level updates summarizing progress, risks, and next steps for senior leadership. • Rebuilt and standardized service delivery and DR documentation frameworks, improving onboarding efficiency, consistency, and business continuity readiness.

• Led end-to-end software development lifecycle projects, from requirements gathering and sprint planning to product release and post-launch evaluation. • Collaborated closely with development and QA teams to define technical requirements, dependencies, and architecture constraints. • Facilitated Agile ceremonies (daily standups, sprint planning, retrospectives) to ensure continuous delivery and quality outcomes. • Maintained continuous communication with stakeholders to align expectations, resolve blockers, and provide transparent updates on project progress and status. • Created comprehensive documentation including status reports, project plans, and dashboards to track budget, team health, •and delivery performance. • Monitored KPIs, risks, and technical blockers, implementing proactive mitigation strategies to keep timelines on track. • Partnered with engineers to translate business requirements into technical deliverables, ensuring architectural feasibility and scalability. • Coordinated across departments to ensure all functional areas were aligned and project objectives were consistently met. • Delivered weekly executive-level presentations summarizing project outcomes, risks, and next steps for upper management. • Created and maintained project documentation, including system specifications, user stories, and technical acceptance criteria. • Worked closely with the client to ensure documentation aligned with operational needs and business goals.

• As an SDR at The Office Gurus, I provided tailored product offers, guided customers through solutions, and closed leads while delivering excellent customer service, also supporting customer inquiries and upgrading existing accounts.

• As a Customer Care Specialist at Blackhawk Network, I provided online gift card support to users by guiding them through eGiftcard usage, while efficiently managing multiple communication channels, including calls, chats, and emails.

• As a Tech Support Specialist at Teleperformance, I provided troubleshooting assistance for AT&T satellite TV, upsold packages and insurance plans, and consistently delivered excellent customer service to enhance customer satisfaction.