Linda di Edwardo

About Linda di Edwardo

Dynamic and results-driven Program and Service Delivery Manager with a proven history of…

Experience

1. Senior Program Manager

   HCLTech

   Nov 2023 — Present

   Chosen to lead Verizon’s largest managed services transformation program, transitioning over 115k network devices in less than 3 months and establishing stable operations for a premier healthcare client with over locations in North America. •Consistently exceeded service level agreement targets with a 97% performance rate over three years, facilitating over change initiatives and actively contributing to more than Change Advisory Board (CAB) meetings.•Demonstrated proactive risk management by identifying and mitigating over 70 potential issues, achieving an impressive 90% risk mitigation rate within a 16-month period. •Sustained an impeccable 100% service level agreement (SLA) compliance over a three-year period, while successfully conducting in-depth root cause analyses for over 120 incidents.•Led technical support teams in the successful execution of numerous projects, notably the enhancement of over routers, firewalls, and 100+ network switches, including 19 within high-security, sensitive zone areas.•Achieved a 25% reduction in incident impact while maintaining 99% on-time performance for VoIP Toll-Free delivery.•Delivered e-bonding capabilities for voice ticketing, resulting in a 45% reduction in escalations to the Network Operations Center.