Experience

Verizon Business Group

Senior Engagement Strategy Executive (May 2021 - May 2025)

Senior Customer Success leader responsible for high-risk, high-visibility enterprise accounts and new advisory product introductions. Rescued multiple at-risk programs, including:

  • $6M cybersecurity program across 4,800+ Tier 1 Bank sites; restored trust, improved margins by $700K, and secured $750K expansion.
  • $2M cybersecurity modernization across 5,000 Tier 1 Financial Services Provider devices; stabilized delivery and closed $1M follow-on expansion.
  • Rescued failing $11M branch WiFi rollout for large personal wealth management firm
  • 0% churn, 151% NRR, CSAT increase of 12%, rebuilt trust, improvement in customer KPI’s
  • Led launch and early adoption of new advisory offerings (SDN Strategy, Network Visualization), acting as voice of customer to product teams.
  • Recognized as escalation point for customer risk, churn prevention, and executive communications.

Senior Principal Business Architect (Mar 2020 - Apr 2021)

COVID-centric customer success role to help clients deploy enabling AI based technologies that address new operating environment realities:

  • Medical device manufacturer: resolve expertise shortage to build US-based facility
  • Packaging manufacturer: manage tolerance adherence and signal maintenance proactively
  • Large healthcare provider: screening digital medical images using offshore resources
  • Large manufacturer: improve coordination and collaboration between IT and OT teams
  • Large manufacturer: increase plant level data visibility and track resource flow
  • Large bank: identify fever heat signature in people entering facilities and alert security
Rescued $500M, 10yr renewal (largest Verizon outsourcing customer). Identified non-compliance issues, built roadmap to resolve conflicts and rebuild trust. New 10yr contract signed 6mo later. Co-founded Verizon–Deloitte IoT Lab to accelerate customer adoption, proof-of-value, and ecosystem-led growth.

Executive Strategy & Innovation Director (Mar 2016 - Feb 2020)

Customer Success executive for top four US banks responsible for driving revenue growth, renewals, and customer executive footprint expansion through outcome-based focus.

  • 114% NRR despite wireline write-downs, average CSAT increase of 12%, expanded exec footprint outside of IT, developed co-innovation partnership
  • Developed technology alignment roadmap, adopted as vertical best practice
  • Developed design thinking workshop format adopted as best practice
Requested by senior executives to assist sales and account teams across financial services, retail, and manufacturing engage customers on AI, IoT, 5G, and Contact Center modernization. Strategy lead and vertical SME for $150M+ enterprise deals

Tangoe

Vice President Cloud (Jun 2015 - Mar 2016)

Responsible for building and GTM of a FinOps SaaS cloud cost management platform (P&L $1.2M, 4 staff). Built and launched service in 60 days; generated $10M pipeline in 180 days. Led delivery and adoption programs to ensure measurable ROI and customer retention. Advised product development team on incorporating Cloud FinOps into Telecom SaaS solution.

AT&T

Director of Business Strategy & Innovation (Oct 2011 - Jun 2015)

Customer Success leader for two Tier-1 Financial Services accounts:

  • Refactored Bank’s retail CX, improving flexibility, security, and customer satisfaction
  • Co-developed Bank’s AI and cloud strategies
  • 114% NRR despite wireline write-downs, average CSAT increase of 12%, expanded exec footprint outside of IT, developed co-innovation partnership

Customer Success leader for a Tier-1 Retailer account:
  • Developed 5yr Network Strategy, advised VP of Enterprise Architecture on new role
  • Co-developed in-store 3D printing strategy with Retail Innovation team
  • 225% NRR, built first executive relationships beyond the Director of Networking

PwC Advisory Services

Director, Product Manager Cloud & IT Transformation (Sep 2008 - Jun 2011)

Created and led Cloud & IT Transformation Strategy practice including strategy, funding, portfolio, recruiting, and GTM. Portfolio included six service offerings across three lines of business in all three geographies. Created PwC Cloud Reference Architecture and Cloud Maturity Model. Led the sale and implementation of over $100M in digital and cloud transformation projects:

  • Re-architected smart grid strategy for a Tier 1 Utility Provider adopting distributed computing model to reduce mainframe load
  • Developed knowledge management strategy for a Tier 1 Utility Provider to blunt loss due to retirement
  • Led the digital marketing initiative for a Tier 2 Manufacturing Holding Company enabling cross-silo product visibility via an integrated portfolio
  • Lead architect for Middle Markets transformation at Tier 1 Insurance Provider architecture enabling 6min process to buy life insurance
  • Advised a variety of Entertainment, Logistics, Consumer Packaged Goods, High Tech, Hospitality, Pharmaceutical and Telecom companies on cloud adoption and transformation
  • Avised two hyperscalers on marketing to Tier 1 and 2 enterprises
  • Advised a Packaing Manufactuer, Shipping Company and eCommerce Retailer on ERP selection
  • Oversaw US application rationalization for a Tier 1 Defense Contractor
  • Created and led Cloud & IT Transformation Strategy practice (strategy, funding, portfolio development, recruiting, marketing, sales, media, analyst relations). Built integrated product portfolio across three lines of business in the US & EMEA, generated $30M revenue in 18 months
  • Created PwC Cloud Reference Architecture and Cloud Maturity Model

Rescued $500M, 10yr renewal (largest Verizon outsourcing customer). Identified non-compliance issues, built roadmap to resolve conflicts and rebuild trust. New 10yr contract signed 6mo later.
Co-founded Verizon–Deloitte IoT Lab to accelerate customer adoption, proof-of-value, and ecosystem-led growth.

Swingvote

Senior Vice President Solution Delivery (Apr 2007 - Mar 2008)

FinTech SaaS company funded by Goldman Sachs and Morgan Stanley. Recruited from Diamond to build and lead the Solution Delivery organization: Customer Success, Account Management, Quality Assurance, Operations and IT ($15M P&L, 64 staff).

Diamond Technology Partners (now PwC)

Director, CTO Practice Enterprise Architecture (Dec 2005 - Mar 2007)

Advisor to large private and public entities on business and technology strategy and execution.

IBM

Senior Enterprise Architect (Oct 2002 - Nov 2005)

Transitioned through PwC Consulting acquisition. Lead solution architect for Marquee clients with a focus on financial services and healthcare. Grid Medical Archive Storage product team member. Participated in M&A analysis of potential acquisitions (VMWare, NetApp, United Devices). IBM Extreme Blue executive talent program (2004, 2005).

PwC Consulting

Principal Strategy Consultant (Mar 2000 - Oct 2002)

Multi-faceted role leading engagements as an architect, program manager, and hands-on developer as needed for digital transformation initiatives across healthcare, entertainment & media, and high tech. RFP lead for eBusiness opportunities in the Southeast.

Source One Communications

Chief Information Officer (Jan 1999 - Feb 2000)

Inbound contact center that specialized in high brand value clients and pharmaceutical adverse event handling. Recruited by former Affina colleagues to professionalize the IT environment within one year as part of generating additional investment or acqusition. Improved contact center uptime from 99.5% to 99.99%, new client on-boarding from 60 to 30 days, software defects by 74%. Negotiated beta site partnership with Lucent Technologies. Company acquired in 2000 ($3M P&L, 7 staff)

Four Thought LLC/h2>

President (Jun 1998 - Jan 1999)

Leader of a LAMP based custom and open source development start-up spun out of Affina. Hands on developer in C/C++ and Python, Database & Infrastructure Architect as needed.

Affina

Director of IT, Future Systems (Feb 1997 - May 1998)

Transformed contact center to LAMP, implemented AI for on-line sentiment analysis, reputation protection and street level maps. Drove adoption of Agile (DSDM). ($6M P&L, 54 people on staff).

General Motors

Product Manager, WinVLT and CALTools (May 1995 - Jan 1997)

Managed the development of software tools used for embedded systems development of powertrain controllers. Additionally delivered support, training and consulting services. Oversaw teams in Saginaw, Milford Proving Grounds, and Troy. ($30M P&L, 36 on staff)

Process Engineer (Mar 1994 - Apr 1995)

Developed SCADA, process control and data acquisition solutions incorporating statistical process control and artificial intelligence to meet Lean Manufacturing targets at the GM Advanced Materials Development Center.

Eaton-Cutler/Hammer R&D

Research Engineer Intern III, Artificial Intelligence Team (May 1992 - Feb 1994)

Developed fuzzy logic-based vehicle self-navigation and valve control, and neural network based color detection using back propagation.

Allen Bradley R&D

Research Engineer Intern, Artificial Intelligence Lab (May 1991 - Sep 1991)

Investigated the application of AI to designing PLC control systems for plant floor automation.