Len Edward Deffinbaugh

• Lead multiple projects simultaneously, ranging from small to large-scale initiatives, across various departments and business units
• Develop project plans, timelines, and budgets, and manage project scope, risks, and changes
• Communicate project status updates, risks, and issues to stakeholders, including senior leadership
• Collaborate with cross-functional teams to identify project requirements and deliverables and ensure alignment with business goals and objectives
• Develop and maintain project documentation, including project charters, schedules, and status reports
• Conduct project post-mortems and identify opportunities for process improvement
• Supervise client account operations while handling client escalations as needed
• Work as part of a talented team helping to solve complex issues from strategy to execution with the ability to communicate clearly
• Solid understanding of ITIL processes and principles
• Ensure contractual requirements are understood and managed, including SLAs and contract compliance
• Spearhead organizing and maintaining priorities
• Collaborate with numerous departments within 2nd Watch to provide comprehensive information and support to our clients
• Translate and communicate highly technical requests and solutions between our customers and internal delivery teams
• Drive discussions with 2nd Watch personnel and possess a technical background that enables easy interaction and gives guidance to clients and internal support teams
• Working knowledge of AWS and/or Azure
• Develop and present operational and service level reports to internal and external stakeholders (Quarterly Business Reports).
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Contributed to internal and external account reviews.
• Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
• Met with business leaders to better understand IT issues that negatively impacted businesses.
• Worked with high-profile customer to select third-party vendor for IT infrastructures.
• Managed third-party contracts to drive delivery of required services.
• Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.

• Program management operations on key client accounts including scheduling, delivery, and agreement mediation
• Manage large-scale deliveries focused on business growth, technology advancement, and process improvement across the client base
• Proactive customer role responsible for the focus on client objectives, management of program deliveries, and strong client relationships
• Facilitating relationships with clients in various industries including Government, Health Care, Financial, Athletics, Advertising, and Manufacturing
• Building relationships with C-Level Executives to fulfill support contract obligations thru planning and delivery of support services thru cloud services
• Identify recommendations for clients to assist in account planning
• Provide suggestions that benefit the customer and increase consumption of services
• Support new customer onboarding, setup of operations (processes, workflows, training/customer education, support, billing).
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Conducted periodic user training sessions to support customer understanding and product feature utilization.
• Established strong relationships with key customers, resulting in increased customer loyalty.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

• Assisted project managers with project planning, scheduling, and budgeting
• Coordinated project activities and tracked project deliverables, risks, and issues
• Communicated project status updates to stakeholders and facilitated team meetings
• Developed and maintained project documentation, including project schedules and status reports
• Supported the development and implementation of project management processes and tools
• Created monthly, quarterly, and yearly Business Strategy Review Reports for both infrastructure and ServiceNow clients
• Operated with ServiceNow project teams on yearly or bi-yearly upgrades
• Held weekly, bi-weekly, or monthly calls to discuss business needs, resolutions to issues, ongoing ticket updates, and company recommendations to improve services
• Ensure that methodologies and procedures are in place and followed
• Accepting ownership of incidents and coordinating resolving parties, including third-party vendors in a timely manner
• Taking the proactive approach of identifying and resolving issues before they become a problem
• Worked across the business to provide effective communications between different departments to build relationships
• Brought in to save multiple client accounts when clients were at risk of leaving.
• Conducted presentations to large groups at trade shows, reseller events and onsite product trainings.
• Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
• Engaged in tool and process improvements to streamline customer success activities and services.
• Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
• Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.

• Developed and maintained productive working relationships with project stakeholders, project team, and vendors
• Conducted project kick-off meetings, defined project objectives, and scope, tracked risks, and created/managed detailed project schedules using Microsoft Project/Smartsheet
• Facilitated communications, conducted regular meetings, and ensured coordination and cooperation among team members
• Planned and facilitated project review meetings to expedite requirements and resolutions of project issues
• Established customer expectations of project scope, deliverables, procedures for project communication, and dissemination of information for team members
• Facilitated team communications and conflict management
• Coordinate efforts between parties for on-site deployment teams
• Identified bottlenecks, dependencies, and risks for upcoming deployments
• Managed multiple teams for VDI deployments throughout multiple sites in the United States
• Communicated with operations daily
• Created project forecasts, weekly project controls, and dashboard reports.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Introduced new methods, practices, and systems to reduce turnaround time.

• Managed consultant projects incorporating cost savings contracts
• Formed and coordinated task groups for project distribution logistics, technical adaptation, and implementation
• Cultivated new vendor relationships for efficiency, execution, and quality
• Spearheaded quality performance teams to ensure product satisfaction levels and product implementation conforms to industry standards
• Collaborated with subject matter teams at individual locations to reduce inefficiencies of product distribution.
• Performed troubleshooting for Juniper, Cisco, and packet analysis.
• Provided complete end-to-end engineering and installation of route-based IP network solutions.
• Managed, tracked, and coordinated problem resolution and escalation processes.
• Troubleshot complex multi-vendor network service provider issues.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.
• Established robust infrastructure and data capacity for new applications.
• Collaborated with vendors to identify best options for optimizing network performance.
• Escalated emergency technical issues beyond knowledge to maintain optimum up-time.

• Lead and manage multiple engineering projects simultaneously, from initial planning and design to final delivery.
• Develop and maintain project schedules, budgets, and resource allocation plans.
• Monitor project progress and ensure that project milestones and deadlines are met.
• Communicate with clients to understand their needs and requirements, and provide regular project status updates.
• Coordinate with internal and external stakeholders, including engineers, architects, contractors, and vendors, to ensure the timely completion of all project deliverables.
• Manage project risks and issues, and develop contingency plans as needed.
• Conduct regular project team meetings to review progress, identify challenges, and develop solutions.
• Ensure that all project work complies with applicable codes, standards, and regulations.
• Provide technical guidance and support to project team members, and mentor junior engineers as needed.
• Participate in the development and implementation of engineering standards, procedures, and best practices.

• Manage all aspects of store operations, including sales, inventory, merchandising, and customer service.
• Develop and execute strategies to achieve sales targets and drive revenue growth.
• Ensure the store is well-stocked with high-quality products, and manage inventory levels to minimize loss and maximize profitability.
• Train, develop, and motivate a team of sales associates to deliver exceptional customer service and meet sales goals.
• Create a positive and engaging work environment that fosters teamwork, collaboration, and continuous learning.
• Monitor and analyze sales and customer data to identify trends, opportunities, and areas for improvement.
• Maintain a high level of product knowledge and stay up-to-date with industry trends and developments.
• Manage vendor relationships, negotiate contracts, and ensure timely and accurate delivery of products.
• Implement and enforce all company policies, procedures, and guidelines to ensure compliance with legal, ethical, and safety standards.

• Manage and lead a team of technical support engineers, including hiring, training, and performance management.
• Develop and implement technical support policies, procedures, and best practices to ensure timely and effective resolution of customer issues.
• Monitor and analyze customer support metrics, including response time, resolution time, and customer satisfaction scores, and develop strategies to improve performance.
• Provide technical guidance and support to team members, and escalate complex issues as needed.
• Work closely with other departments, including product development and quality assurance, to identify and resolve product issues and ensure customer satisfaction.
• Develop and maintain technical documentation, including product manuals, knowledge base articles, and troubleshooting guides.
• Manage and maintain technical support tools and systems, including CRM, ticketing, and remote access software.
• Communicate regularly with customers to understand their needs, gather feedback, and provide updates on product and service developments.
• Participate in the development and delivery of technical training programs for customers and team members.

• Travel to customer sites to perform on-site maintenance, repair, and installation services.
• Troubleshoot and diagnose problems with equipment and systems, and recommend solutions to customers.
• Provide regular maintenance and inspections of equipment to prevent downtime and ensure maximum performance.
• Conduct equipment and system testing to identify potential issues before they become problems.
• Install and configure equipment and systems according to manufacturer specifications and customer requirements.
• Provide training to customers on the proper use and maintenance of equipment and systems.
• Create and maintain service reports, including documenting work performed and parts used.
• Communicate with customers to understand their needs and requirements, and provide regular updates on service progress.
• Work closely with internal and external stakeholders, including sales, engineering, and manufacturing, to ensure the timely resolution of customer issues.
• Follow all safety and regulatory guidelines and maintain a safe work environment.

• Perform routine preventative maintenance on equipment to ensure that it is operating effectively and efficiently.
• Troubleshoot equipment issues and perform repairs to minimize downtime and maximize production efficiency.
• Work closely with production teams to identify and resolve equipment issues.
• Document all maintenance and repair activities and update maintenance logs as needed.
• Coordinate with external service providers as needed to perform repairs and maintenance on specialized equipment.
• Develop and maintain an inventory of spare parts and equipment to ensure that critical parts are always available when needed.
• Maintain a clean and organized maintenance shop, ensuring that all tools and equipment are properly maintained and stored.
• Follow all safety protocols and maintain a safe work environment.
• Participate in ongoing training and development to maintain up-to-date knowledge of equipment and processes.

• Operate and maintain machinery to produce high-quality corrugated boxes.
• Set up machines according to job specifications and ensure that all equipment is running efficiently.
• Conduct regular inspections and make adjustments as needed to maintain quality and prevent downtime.
• Troubleshoot equipment issues and perform repairs as needed to minimize downtime.
• Follow all safety protocols and maintain a safe work environment.
• Work closely with production teams to ensure that all boxes meet quality standards and are produced on time.
• Maintain a clean and organized work area, including cleaning machines and tools after use.
• Document all production activities and update production logs as needed.
• Participate in ongoing training and development to maintain up-to-date knowledge of equipment and processes.

• Set up traffic control devices, such as cones and signs, to guide traffic safely around construction sites.
• Direct traffic using hand signals or other communication devices to ensure the safety of workers and motorists.
• Communicate effectively with coworkers and other stakeholders to coordinate traffic flow and ensure safety.
• Monitor traffic and construction activities to identify potential hazards and take appropriate action to prevent accidents.
• Ensure that all safety protocols and regulations are followed at all times.
• Maintain a clean and organized work area, including cleaning and maintaining traffic control devices.
• Document all work activities and update logs as needed.
• Participate in ongoing training and development to maintain up-to-date knowledge of safety regulations and protocols.

• Provide medical care to Navy and Marine Corps personnel in a variety of settings, including clinics, hospitals, and on board ships.
• Conduct patient assessments and triage, and provide initial treatment for illnesses and injuries.
• Administer medications and assist with medical procedures under the direction of medical officers.
• Perform basic laboratory and diagnostic procedures, such as blood draws and urinalysis.
• Maintain accurate and up-to-date medical records.
• Participate in humanitarian missions, disaster relief efforts, and other operations around the world.
• Work closely with other medical professionals to ensure the best possible care for patients.
• Participate in ongoing training and development to maintain up-to-date knowledge of medical practices and procedures.

• Conduct quality control tests on aggregate materials, including sieving, moisture content, and gradation analysis.
• Record and report test results accurately and in a timely manner.
• Ensure compliance with industry and regulatory standards, including ASTM, AASHTO, and DOT.
• Conduct visual inspections of products to ensure they meet established specifications.
• Identify and document non-conformance issues and work with production and management teams to resolve them.
• Participate in ongoing quality control training and development to maintain up-to-date knowledge of industry standards and practices.
• Maintain accurate and up-to-date records of quality control activities.
• Participate in internal and external quality control audits and inspections.

• Prepare food items such as burgers, fries, and chicken products according to the company's recipes and standards
• Cook food items in a timely and efficient manner, ensuring that orders are delivered to customers quickly
• Maintain a clean and organized kitchen environment, following food safety guidelines and cleaning procedures
• Assist with food inventory management and ordering, ensuring that all necessary supplies are on hand
• Work collaboratively with other team members, communicating effectively and providing support as needed
• Adhere to all company policies and procedures, including dress code, attendance, and punctuality
• Attend training sessions and meetings as required, staying up to date on new products, procedures, and safety guidelines