After being laid off because of organization changes, I took a break from my career to provide full-time care for one of my family members. During this period, I spent considerable time for personal development by keeping up with technology trends and advancements especially related to Program and Project management as well as Artificial Intelligence (AI), which have further prepared me for the challenges as an experienced technical program manager. I also consulted with startups, enabling process scaling and improving project alignment, leading to a 10% reduction in development time. Now that my caregiving responsibilities have concluded, I'm excited to return to my professional career with renewed focus and energy.

I was promoted to oversee and direct extensive Telecommunication & Technology (T&T) organizational programs, driving business expansion, technological progression, and process refinement within Managed Services Help Desk and Network Monitoring groups. I also facilitated daily SCRUM standups, managed medium-to-large-scale IT projects and enforced operation SLA compliance for incidents assigned to the Ops team.
• I collaborated with business line leaders, clients, seasoned and enthusiastic engineering team, product managers, product, design, and other cross-functional teams to execute technology project best practices while focusing on program strategy, project delegation, and successful implementation.
• I managed comprehensive progress/status communication and led projects/programs to achieve release milestones and schedules.
• I acted as the primary point of contact for clients, addressing concerns and resolving issues promptly to ensure a high level of customer satisfaction.
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I built a new software development team in designing, developing, and delivering critical tools enabling Managed Services group to remotely monitor and manage endpoints, ATMs, and POSs while strictly adhering to PCI DSS certification requirements and strengthening security measures.
• I successfully led the completion of a complex project (PCI DSS), meeting all objectives within the designated 18- month timeline and budget. I orchestrated the design and execution of automation initiatives across multiple business areas, offering expert guidance on secure coding standards and vulnerability management.
• I built and guided a high-performance team of 16 proficient business analysts and system engineers, fostering seamless communication and collaboration with architects and achieving successful project delivery.
• I achieved a 23% improvement in SLA and over $4M annual cost savings by collaborating closely with IT Global Security Group and third-party auditors to certify the design and

I led the Customer Service Management Systems group and spearheaded operational cost savings of $7 million in 2012 through software engineering productivity enhancements, reduced overtime, and eliminated revisits.
• I oversaw global mobility solutions supporting 7000+ Customer Engineers to respond to work orders dispatching.

I manage the Technology and Infrastructure System group, onshore and offshore team of 16 developers, contractors, and interns. I oversaw small to large-scale projects lasting over 6 months and collaborated with various IT Services teams to enhance operational efficiency. Successfully implemented and established the initial Change Management platform in NCR IT.
• I recognized as a top leader for exceptional past performance and future potential within IT Services at NCR, being one of the few selected out of the entire company to participate in this exclusive program.
• I successfully cloned NCR Corp's system management tools to Teradata Corp; received the SMILE recognition award.
• I optimized NCR data center system/network monitoring by evaluating two major tools, negotiating cost saving over $712K, and developed a Patch Management solution that reduced yearly resource costs by more than $25K.