Case Study 1: Global Enterprise IT Services

Role: Senior Program Manager – GDIT
Timeline: 2021-2023
Customer: U.S. Army – Global Enterprise IT Services (GEF ITS) Program
Contract Value: $51M

Challenge / Mission

The U.S. Army required seamless management of its Global Enterprise IT Services (GEF ITS) infrastructure, spanning multiple sites worldwide. The challenge was threefold: improve service-level compliance, deploy the remaining network nodes, and ensure continuity of operations for the existing infrastructure. Performance gaps in service delivery and inconsistent processes threatened mission readiness across the global footprint.

Approach / Actions

As the Senior Program Manager, I drove operational excellence and contract performance through a blend of leadership, process improvement, and technology enablement.

Key actions included:

Team Leadership: Directed a cross-functional team of 150+ administrators and managers across geographically dispersed Army sites.

Delivery Framework: Implemented a hybrid model of Waterfall and Agile methodologies, supported by ITIL best practices, to balance structured governance with flexible execution.

Process Standardization: Developed and enforced standard operating procedures (SOPs) to align service delivery across regions.

Data-Driven Oversight: Built integrated dashboards in Microsoft Teams and SharePoint to track SLAs and provide real-time reporting for Army executives.

Results / Impact

The program achieved measurable improvements in global IT operations:

Increased SLA compliance from 85% → 98% within 12 months, exceeding contract benchmarks.

Reduced incident response times by 30%, significantly improving service resilience.

Established and maintained 120+ SOPs, which became the standardized playbook for subsequent Army IT service contracts.

Successfully deployed remaining network nodes while maintaining operational continuity across the existing infrastructure.

The Veteran Edge

I brought forward the discipline, accountability, and clarity of communication honed during 23 years in the Army to unify a diverse, global workforce. By aligning teams under a shared mission and fostering collaboration across cultures and time zones, I ensured operational readiness and set a new standard for performance within Army IT enterprise services.