Charles Walston

the● Led the Service Delivery and Integration of consumer-facing and internal corporate systems, processes, and workflows for the Tools and Automation program.

• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
• Identified program obstacles and communicated possible impacts to teams.
• Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
• Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
• Coached team members on professional development opportunities, contributing to improved overall performance.

• Spearheaded Service Delivery of COTS and homegrown application software and infrastructure programs within the Public Sector domain, focusing on performance, reliability, technology advancement, and process improvement.
• Created KPI application dashboards that improved the reliability, reporting compliance, and project planning for numerous departments.
• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Facilitated workshops and conducted one-on-one training to educate team members.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.

• Directed the Service Delivery program of cloud-based telecommunication software and infrastructure projects, focused on technology advancement, business growth, process improvement, and reliability.
• Improved Small Business Services’ operational efficiency through leading end-to-end mapping of infrastructure and application relationships, processes, and roadmaps.
• Implemented CI/CD pipeline project to enhance the delivery of features and upgrades to end users.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Improved marketing to attract new customers and promote business.

● Managed Service Desk and Data Center infrastructure programs focusing on reliability, scalability, business growth, and process improvement.

• Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
• Planned and managed Service Desk and Data Center exodus project lifecycles, from conception through final completion.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Mentored junior team members, facilitating their professional growth and enhancing overall team performance.
• Delivered exceptional customer experiences by proactively addressing concerns, resolving issues promptly, and maintaining a focus on client satisfaction.
• Championed change management initiatives, fostering a culture of adaptability among team members during periods of organizational transition.
• Managed third-party contracts to drive delivery of required services.

• Managed Service Desk, Customer Success, Release Engineering, and Data Center programs.
• Led integration of all programs' consumer and corporate systems, processes, and workflows.
• Planned and managed full Service Desk, Data Center, and Customer Experience project lifecycles, from conception through final completion.
• Managed the CI/CD pipeline and processes program to provide governance across the SDLC.
• Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
• Created a global vendor program to resolve quality issues negatively impacting the bottom line.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Improved service delivery efficiency by implementing new process improvements and monitoring key performance indicators.