About
Strategic Technical Program & Enablement Leader with a Master of Arts in Urban Education and 9+ years of experience directing complex technical operations at Apple Inc..
Expert in managing the full program lifecycle, from operational readiness to global launch execution, with a proven track record of orchestrating cross-functional teams of 70+ members to deliver high-impact technical solutions.
Advanced proficiency in leveraging Business Intelligence (BI) and Agile methodologies to mitigate operational risks, solve non-routine program challenges, and align technical deliverables with enterprise business goals.
Experience
Lead Genius (Technical Enablement & Operations Lead)
May 2017 – Present
• Technical Program Delivery: Direct the end-to-end lifecycle of high-volume technical service programs, utilizing Agile methodologies to ensure a 92% same-day resolution rate across complex hardware and software work streams.
• Cross-functional Stakeholder Management: Partner with regional engineering and supply chain teams to resolve moderately complex program blockers, aligning local technical baselines with global SaaS and OS deployment standards.
• Risk Mitigation & Root-Cause Analysis: Proactively identify operational risks by auditing Business Intelligence (BI) dashboards; engineered mitigation strategies that optimized team throughput and enhanced customer access by 18%.
• Lifecycle Enablement: Lead the deployment of internal software tools and diagnostic suites, overseeing the full User Acceptance Testing (UAT) and feedback loop for a technical team of 70+ members.
• Data-Driven Governance: Utilize Enterprise Database Management systems to track program health, providing high-visibility reporting to executive stakeholders to drive continuous improvement in service delivery.
• Technical SME Leadership: Serve as the primary subject matter expert for complex technical escalations, ensuring all program deliverables meet stringent quality standards and data privacy compliance.
AgileBusiness IntelligenceManpower ModelingStrategic SchedulingRoot-Cause Analysis
Apple Inc.
Advisor (Strategic Program Coordinator)
Aug 2013 – May 2017
• Program Management: Guided and advised high-volume stakeholder groups through complex application and financial processes, including the analysis and negotiation of large-scale financial packages.
• Reporting & Analysis: Administered continuous data review and manpower management reporting through proprietary company databases to ensure program effectiveness.
• Budgetary Oversight: Managed the annual advisory budget and resource allocation for a cross-functional team of advisors, ensuring alignment with organizational funding goals.
Program ManagementData AnalysisBudget Management
ACCESS College Foundation
Advisor (Strategic Program Coordinator)
May 2011 – Aug 2013
• Complex Problem Solving: Processed and audited federal applications, researching and implementing technical corrections to ensure compliance with admission and financial aid processes.
• Stakeholder Communication: Provided expert counsel to prospective students and families, using discreetness and active listening to navigate sensitive financial and administrative inquiries.
Problem SolvingComplianceStakeholder Communication
Virginia Wesleyan College
Education
Virginia Wesleyan University
Bachelor of Arts · Philosophy
Norfolk State University
Master of Arts · Urban Education & School Counseling
Skills
SlackGenius Bar BI ReportingAgileResource ModelingStrategic BudgetingRisk Mitigation
