TERRIE CLUBB
Norman
Summary
Program manager with extensive experience at Dell, specializing in strategic initiatives for crisis response and regulatory compliance. Demonstrated success in optimizing processes and improving service operations through cross-functional collaboration. Skilled in stakeholder engagement and delivering impactful presentations that enhance organizational resilience and performance.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Program Manager
PEYTON RESOURCE GROUP
05.2024 - Current
- Program manager lead for multiple programs including Cyber Resiliency, Third-party Resiliency, Business Resiliency, Strategy and Planning, and Governance
- Coordinated cross-functional efforts with Risk to ensure compliance with audit, regulatory, and issues management requirements.
- Developed product management strategies for Fusion by identifying gaps in ticketing system and recommending improvements for program effectiveness and communication.
- Facilitated communication among various leadership levels to ensure alignment.
- Consulted on standards and leveraged expertise to implement process improvements.
Business Continuity Coordinator
PAYCOM SOFTWARE, INC.
02.2023 - 02.2024
- Delivered BIA and BCP for all business units, providing actionable recommendations for gap assessments.
- Coordinated ISO 22301 certification efforts, ensuring compliance and alignment with industry standards.
- Coordinated Crisis Management Tabletop exercise with executive leadership
- Enhanced business continuity management system through implementation of best practices and procedures to strengthen organizational resilience.
Technical Program Manager
DELL, INC.
12.2022 - 02.2023
- Executed offer lifecycle process for implementation in go-to-market strategy.
- Leveraged global operations expertise across business units to facilitate market entry of new offers.
- Developed cybersecurity service offers for services organization to enhance market readiness.
- Implement Business Continuity discipline into offer for assisting customer with resiliency and trust.
Global Resiliency (BC, DR, & CM) Program Manager
DELL, INC.
03.2021 - 12.2022
- Manage a core team of engineers, PMs, and stakeholders for corporate-wide initiatives including Disaster Recovery, Crisis Management, and Business Continuity
- Represented $65B Business Unit at Corporate Security and Resiliency Office, addressing COVID-19, security issues, geopolitical environments, and disaster situations.
- Present to executives’ findings, recommend changes, and provide risk tolerances and gaps.
- Trained and developed planners across organizations to create continuity plans in ERPS system and establish incident response playbooks.
- Tested plans and built lessons learned to improve activation in the event of an incident or activation of crisis team.
- Recommended software enhancements for Cyber Security event management.
- Communication & Presentation to all levels in company including C-suites.
Business Engagement Network (BEN) Program Manager
DELL, INC.
04.2019 - 03.2021
- Connected program/project teams to BEN Core & Extended team for early engagements and standardized approach to change management.
- Manage relationships with global program teams to ensure alignment and readiness activities.
- Coordinate & Facilitate collaborations between stakeholders & project leads to enable change for sales impacts to minimize disruptions.
- Acted as change agent for GBS, enhancing sales productivity and enablement strategies.
- Lead and manage Core Team functions & meetings.
- Coordinated intake locations and forms for project management.
- Developed & own communications strategy.
Global Critical Situations Management PM
DELL, INC.
07.2018 - 03.2021
- Led cross-functional efforts to deliver E2E operational support for sales, customers, and employee needs during critical situations, natural disasters, and crisis events.
- Coordinated with Global Command Center operations for holistic customer service and ensured clear, concise, consistent communications.
- Developed unified intake model to streamline processes during crisis situations.
- Owned solution orchestration with internal and external stakeholders to address operational issues.
- Communicated proactively with customers to ensure they were informed and assisted during interactions.
Principal/Solution Architect – Global Upsell Services
DELL, INC.
06.2013 - 07.2018
- Primary subject matter expert to construct solution, scope document, risk, and financials.
- Analyzed customer requirements and designed solutions to achieve service delivery objectives.
- Translated business requirements into specific systems, applications, and process designs for customer custom solutions.
- Assist in constructing financial models aligning with custom solutions and pricing strategies.
- Drafted services agreements, including statements of work and SLA documentation, detailing processes, technology, staffing, and deliverables to align expectations.
- Managed internal and external vendors and resources to ensure alignment with project goals.
- Supported deal negotiation and closure, including transition assistance to service delivery alongside sales and customers.
Service Delivery Manager (TAM) – Data Center Solutions (DCS)
DELL, INC.
09.2011 - 06.2013
- Manage a large cloud provider (1 of top 5 Globally) services and support
- Delivered tailored sustaining support and managed reporting and escalation processes to enhance service delivery.
- Defined project objectives for internal teams and customers to align efforts and expectations.
- Develop project plans for Sustaining support.
- Manage internal and external vendors and resources.
- Develop custom trackers on serviceability and rack inspections.
- Motivate and inspire team members including engineers, project managers, logistics personnel, supply chain, global peers
- Facilitated executive communications for internal and external partners to ensure alignment and transparency.
- Controlled out-of-process requests by evaluating their impact and determining responses.
Project/Program Manager –Data Center Solutions–Global TAM Operations
DELL, INC.
03.2010 - 09.2011
- Scoped Project Management Office for Data Center Solutions team, focusing on strategic alignment with largest five customers globally
- Managed project-level risks and issues for new service offerings using PrP, driving continuous service improvements for Global TAM Organization
- Presented risk management data, including risk register and mitigation plans, to senior management and stakeholders to enhance decision-making
- Implemented change request for change management on projects for continuous process improvements.
- Developed Business cases to align organizational strategic goals to increase new capabilities.
- Assisted in the development of the New Offer Playbook for each phase in PrP and aligned to the WBS for New offer integration into the organization.
- Managed and designed the Global TAM Organization New Offer Blog for all launch communications.
- Contributed to the formation of the Project/Program Management team in the Global TAM Organization
Services Delivery Manager (TAM) – Large Enterprise
DELL, INC.
04.2008 - 03.2010
- Managed 5 customers with accountability/responsibility for strategic relationships and the management of tactical engagements in the post-sales environment with large commercial customers.
- Developed strategies and coordinated resources to drive business growth and enhance customer penetration for ProSupport and Dell services.
- Developed strategies targeting ITIL assessment to identify improvements in resolution time, engagement time, and ROI metrics.
- Developed MBOs for continuous service improvements with customers that are a result of breaking down overall business direction into tangible work packages that are achievable and measurable (SMART)
- Serve as the escalation point for SDMs, customers and Dell internal organizations regarding tactical and strategic challenges that require an additional level of influence to ensure a timely and accurate resolution.
- Engage in travel (30%) to meet with customers and other internal organizations to ensure customer relationships are maintained and valuable feedback is collected and analyzed for the mutual benefit of the customer and Dell.
- Maintained interactions with customers, sales, and third parties during incident phases, ensuring resolution or escalation of issues to appropriate resources.
- Developed successful procedures to assist in customer problem management identification.
- Maintained executive communications during incident phases and project assistance.
- SME for Modular Services and assisted in Champions to understand the requirements of different customers.
- Led Winning Culture Core Team 2 years and received the Outstanding Leadership Award in 2008.
Technical Account Manager – TAM Organization
DELL, INC.
04.2006 - 04.2008
- Develop solutions which encompass the customer's short-, medium-, and long-term growth plans through working with break/fix issues.
- Review and coordinate case activity and provide technical analysis and input for incoming service cases for Enterprise Gold customers in order to resolve technical issues.
- Facilitated collaboration with customers, sales, and 3rd parties during incident phases to ensure timely resolution and escalation of issues.
- Coordinate troubleshooting processes among internal and external resources providing resolution to customer's service activity.
- Maintained executive communications during incident phases and project assistance.
- Provided on-call support during evenings and weekends to address urgent issues.
- Directed OKC commercial gold team to meet team goals and metrics while mentoring members and supporting management continuity.
- Led initiatives to motivate team members as part of Winning Culture Core Team.
- Serve as the team lead for the core committee of Winning Culture for the Oklahoma City site and the entire TAM organization, maintaining corporate goals, developing year planning for operations during the reorganization of TAMs.
- Created branding plan for TAM organization, securing executive buy-in for project and process enhancements.
Senior Project Manager (Consultant)
THIRD DAY SOLUTIONS
08.2005 - 03.2006
- Integrated and managed project deliverables to and from groups outside the project team including external vendors and subcontractors.
- Developed project plans and Work Breakdown Structure, identifying and escalating issues to maintain project momentum.
- Monitored adherence to established process standards during project execution to ensure quality and consistency.
Director of Information Technologies
UNIVERSITY OF OKLAHOMA ATHLETICS
08.1995 - 08.2005
- Developed IT policies and procedures to enhance operational efficiency.
- Managed and forecasted IT budget for athletics to align with departmental goals.
- Designed and implemented technology strategies for the daily operation of the athletics department.
- Developed and recommended strategic plans for IT systems and future expansions.
- Proposed and coordinated the consolidation of two Information technology areas.
- Implemented network, hardware and software, and infrastructure standards.
- Supervised remediation of hardware, software, application, and network issues to ensure system stability.
- Supervised the administration of 17 servers and SAN using EMC storage.
- Supervised and supported technical aspects of the NCAA Women’s Basketball Tournament 2002 & 2003 and the NIT 2003.
- Coordinated data needs for post season competition, Independence, Orange, Cotton, Rose and Sugar Bowls.
Education
Bachelor of Business Administration - Management Information Systems
University of Oklahoma
Norman, OKSkills
- Project management
- Change management
- Risk management
- Regulatory compliance
- Crisis response
- Data protection
- Service operations strategy
- Process optimization
- Stakeholder engagement
- Cross-functional collaboration
- Strategic thinking
- Change implementation
- Service innovation
- Team leadership
- Leadership development
- Collaborative communication
- Effective presentations
- Executive communication
- Client analysis
- Incident response
Affiliations
- Certified Business Continuity Professional (DRII)
- Certified Change Practitioner (Prosci)
- ITIL Certified v3
- Member - Project Management Institute (PMI)
- PMP trained
- Brand Champion
- SMaC (Social Media Professional) Certified
- Yellow Belt Trained – Six Sigma
Certification
- CBCP
- CCP
- ITILv3
Accomplishments
- Outstanding Leadership - In support of TAM Winning Culture Team
- 10 Year Award of Service
- 15 Year Award of Service
- Commercial Gold Outstanding Contributor
- Customer Experience Silver Award
- PMP Study Group Core Team - MBO Requirements Analysis
- Top Performer - Michael Dell Award (50% added bonus) 2018
- Top Performer - Michael Dell Award (15% added Bonus) 2019
Timeline
Program Manager
PEYTON RESOURCE GROUP
05.2024 - Current
Business Continuity Coordinator
PAYCOM SOFTWARE, INC.
02.2023 - 02.2024
Technical Program Manager
DELL, INC.
12.2022 - 02.2023
Global Resiliency (BC, DR, & CM) Program Manager
DELL, INC.
03.2021 - 12.2022
Business Engagement Network (BEN) Program Manager
DELL, INC.
04.2019 - 03.2021
Global Critical Situations Management PM
DELL, INC.
07.2018 - 03.2021
Principal/Solution Architect – Global Upsell Services
DELL, INC.
06.2013 - 07.2018
Service Delivery Manager (TAM) – Data Center Solutions (DCS)
DELL, INC.
09.2011 - 06.2013
Project/Program Manager –Data Center Solutions–Global TAM Operations
DELL, INC.
03.2010 - 09.2011
Services Delivery Manager (TAM) – Large Enterprise
DELL, INC.
04.2008 - 03.2010
Technical Account Manager – TAM Organization
DELL, INC.
04.2006 - 04.2008
Senior Project Manager (Consultant)
THIRD DAY SOLUTIONS
08.2005 - 03.2006
Director of Information Technologies
UNIVERSITY OF OKLAHOMA ATHLETICS
08.1995 - 08.2005
Bachelor of Business Administration - Management Information Systems
University of Oklahoma