• Owned end-to-end delivery of IoT device deployment project across 50+ cycles, serving as primary client contact for Walmart leadership and 3 regional teams, led client demos and QA reviews ensuring 100% milestone adherence with zero failed deployments. • Translated ambiguous client requirements into wireframe briefs, user stories and developer ready specifications, reducing status meeting time by 15% via JQL dashboards that visualized timeline vs. risk vs. budget trade-offs. • Ran weekly CAB and risk reviews, proactively flagging schedule risks and preventing unapproved changes, resulting in 100% SLA adherence across all deployment cycles. • Managed concurrent engineering teams (3 internal, 2 vendors) through full SDLC from requirements to deployment, mentoring Tier 2 staff to reduce engineering escalations by 10%. • Mentored Tier 2 supports staff by co-creating Confluence/SharePoint knowledge articles and troubleshooting guides, reducing escalations to engineering by 10% and improving first-touch resolution.

• Led client-facing delivery for Cable & Wireless Communications, managing 3+ concurrent projects in a matrix environment, reducing priority incident response time by 10% via new escalation governance. • Ran sprint ceremonies (daily standups, retrospectives) and weekly client status calls, reviewing completed builds against requirements before demos to catch gaps, while writing executive summaries and strategic insights on ticket trends and resource needs for client leadership. • Translated service requirements into SOPs and risk assessments, delivering 5 key initiatives on schedule without SLA breaches using Waterfall methodology. • Mentored 20+ engineering team members, increasing productivity by 4% through targeted RCA-based training and process improvements. • Collaborated with Tier 1 support to reduce escalated tickets, embracing change by evolving troubleshooting processes.

• Owned delivery of AT&T 5G/4G pre/post-launch activities across US stakeholders, improving delivery timelines by 18% through cross-functional coordination and proactive risk identification. • Acted as primary client escalation point for third-party vendors, negotiating <2-hour response for blocking issues and reducing workflow errors by 10% via CAB reviews. • Proactively identified risks in fiber design and wireless configurations, delivering 50+ designs/month ahead of schedule with 100% stakeholder satisfaction. • Championed AI-assisted documentation and e-learning modules, accelerating new hire onboarding by 7% and reducing Tier 2 escalations by 15%. • Managed concurrent 5G/4G cluster optimization projects, delivering 50+ designs/month ahead of schedule with 100% stakeholder satisfaction.

• Drove ticket backlog reduction from 1,020 to 98 (90% reduction) by enforcing same-day resolution for LTE/UMTS incidents and rapid response to critical alarms. • Served as Lean Six Sigma SPOC, reducing technical error rate from 12% to 1% through data workflow analysis and process automation. • Built dashboards and living documentation to improve operational reporting accuracy by 25%, identifying negative trends before major incidents occurred. • Managed 24/7 rotational support team for UK-based MBNL, ensuring uninterrupted SLA coverage across weekends and off-hours. • Developed and implemented LTE training modules that increased team productivity by 10% and reduced compliance gaps by 12%.

• Increased LTE DL/UL throughput by 3% by implementing IRAT handover threshold adjustments in underperforming boundary cells. • Increased team productivity by 10% through development and implementation of additional LTE training and efficiency improvement initiatives.