Charles H.

• Founded Aligned Growth Solutions to assist growth-stage companies in establishing scalable operating systems.
• Developed a structured framework to foster a culture of alignment among strategy, people, and results.
• Focused on enhancing execution, accountability, and performance across client organizations.

• Lead the Telaid Field Services Operations and Service Delivery team to deliver quality, on-time, and on-budget solutions for customers.
• Implement innovative approaches to enhance customer's ability to adapt new technology efficiently and effectively.
• Foster an environment in which team members achieve personal and professional goals.
• Collaborate with talented team members to drive Telaid's growth and success in the industry.

Chaffin Luhana LLP is a plaintiffs-only national trial firm dedicated to representing individuals and families in serious personal injury and mass tort cases. With offices in Connecticut, New York, Pennsylvania, and West Virginia, we’ve recovered over $1 billion for clients and earned 1,500+ five-star reviews across all offices—proof of both our results and the relationships we build. Founded in 2010 by former federal prosecutor Eric Chaffin and trial lawyer Roopal Luhana, our firm was built on a simple but powerful mission: Doing Good by Doing Right™. We don’t represent corporations or insurance companies—only real people whose lives have been upended by negligence, unsafe products, or catastrophic injuries. Every case is personal, and every client’s story matters. Our team includes former federal and state prosecutors, defense attorneys, judicial law clerks, nurses, and a full-time social worker. This diverse team brings deep experience, empathy, and professionalism to every case we take on. What sets us apart is our commitment to service—both inside and outside the courtroom. Through the Chaffin Luhana Foundation, we give back by funding scholarships, fighting distracted driving, feeding families in need, and supporting charities chosen by our own team members. Chaffin Luhana is more than just a law firm. It’s a place where mission-driven professionals thrive. We work hard, support one another, and treat each other like family. Our culture is rooted in integrity, empathy, and excellence—and we’re always looking for people who share those values. If you’re passionate about making a difference in people’s lives, we invite you to learn more about our work, our team, and the opportunities to grow with us.

• Oversaw daily operations and strategic initiatives as Chief Operating Officer.
• Aligned cross-office teams to improve client service, efficiency, and culture.
• Implemented process improvements to scale operations across multiple locations.
• Managed budgets, vendor relationships, and operational risk.
• Drove talent development and organizational alignment to support mission-driven work.

VigilAigent™ is where human vigilance meets Ai-driven precision. We’re redefining managed security through the fusion of real-world intelligence, agentic Ai, and expert human analysis. Our Virtual Aigents™ operate at machine speed—detecting, correlating, and responding to threats in real time—while our Special Aigents™ (SOC analysts) provide expert validation and rapid remediation when every second counts. Built to watch and trained to respond, VigilAigent empowers Managed Service Providers (MSPs) and enterprises to deliver enterprise-grade protection at scale under their own brand. With white-labeled dashboards, shared runbooks, and partner-ready SLAs, we make advanced cybersecurity seamless, scalable, and profitable. At VigilAigent, Ai isn’t just a tool, it’s the core of a mission-driven platform designed to outthink, outpace, and out-protect evolving threats.

• Recruited to lead the High Wire Networks’ strategic initiatives to improve program management, processes, integration and service delivery.
• Working with the High Wire team we will leverage new technology to modernize service delivery models and take the company’s value proposition to the next level.
• We are building a platform unlike anything in the industry and forecasting the future of labor models that allow our customers to Get Work Done.

Leveraging a powerful combination of expertise, round-the-clock availability, and extensive technical resources for over 40 years! Acuative simplifies the entire process of managing your technology. We specialize in delivering service-focused technology solutions for the enterprise, service provider, financial, retail, and public sector markets. Consulting and Engineering Services: Acuative’s consulting and engineering services provide a rigorous framework to assess your needs and design a solution that successfully delivers your IT initiatives. Applying industry standards and best practices, we guide our clients through the complex process of developing architectures and the roadmaps to bring them to reality. Global Technical Site Services: Acuative speeds up technology deployment, scales resources appropriately, and installs and tests equipment with a team of strategically placed certified employee Technical Site Specialists and partners throughout the world. Post-install, Acuative provides prompt trouble resolution and maximized uptime with on-site maintenance response plans. Our on-site capabilities also include site surveys and structured network cabling in addition to complete logistics and spare management. Infrastructure Management Services: Optimizing network performance and security, Acuative’s infrastructure management services include a wide range of technical skills, management tools, and processes that enable us to proactively view and manage from our 24/7 Global Technology Center the latest technologies for delivering voice, video, and data while containing costs and alleviating risk. Acuative provides end-to-end support for networks, voice systems, servers, and applications. Offices: Worldwide HQ - Fairfield, NJ European HQ - Uxbridge, England Middle East HQ - Riyadh, Kingdom of Saudi Arabia 24/7 Global Technology Center - Cleveland, OH Consulting Services - Herndon, VA Service Contract Administration - Chicago, IL R&D - Dallas, TX

• Recruited back to Acuative (formerly Telsource) to lead the Acuative Technical Site Services with 200 employees spread across five teams.
• Teams included On-site year-round 24/7 support, field and implementation support, logistics and supply chain, field utilization team, project management office, and up to 600 1099 contractors.

• Recruited to implement a transformational culture to partner with the business to drive improvement and create accountability to metrics, standards and financial performance.
• Led 750 cross-functional technicians and support employees to provide onsite technical support for over 8,500 Walgreens locations.
• Facilitated proactive and project related support resolving 400,000+ incidents annually.
• Lowered operational costs 40% reduction annually while simultaneously improving service levels 36% and employee engagement 24%.
• Delivered customer satisfaction ratings of 4.7 and higher on a 5- point scale year after year.
• Reduced overhead 25% resulting in $2.5M saved in a single project by using existing resources to deliver chain wide technology deployments, new store construction, remodels, and merger & acquisition integration.
• Improved tech utilization rate 23%, implemented a virtual support model and mobile platform.
• Re-aligned field services personnel roles to improve management accountability and overall leadership talent.
• Increased labor capacity up to 70% saving $3.5M and reduced costs $1.8M by establishing two regional repair centers.

• Oversaw 75 field services technicians and 100 contractors supporting Public Safety 911 systems installations and maintenance.
• Drove value creation initiatives to develop and manage growth and profitability.
• Reduced costs 18% and achieved optimum productivity by developing an organizational structure which streamlined and automated processes, creating a unified approach with consistent standards.
• Increased customer satisfaction and reduced overhead by implementing a Work Order System that improved work order creation, scheduling, execution in the field, and invoicing.
• Improved on-time performance from 85% to 96% and decreased deployment costs by 21% in the first quarter by creating a Standard Deployment Model for turnkey installations that improved quality of installations by
• eliminating variability and shortening cycle time.
• Generated $2M annually in additional incremental revenue by leading key initiatives that identified new business opportunities and increased our direct business.

• Led 170 field services technicians, engineers, managers and resource specialists. Oversaw all aspects of customer support, including schedules, materials, and customer interfacing to ensure on-time service delivery.
• Improved on-time completion rate from 85% to 96% for installation and repair of enterprise equipment.
• Increased tech utilization 19% by developing and delivering an integrated mobility platform solution for customer service field engineers
• Enabled real-time access to work routes, customer tickets, testing resources and workflow management across the field services team nationwide.
• Centralized business operations structure to develop a results-driven culture to achieve field service excellence.

• Progressed rapidly to leadership roles during multiple corporate change initiatives and managed crisis and emergencies including the 2003 Northeast Blackout and 2001 World Trade Center attacks.
• Managed $6M annual budget and managed up to 115 regional team members as the Director of Network Operation supporting 45 network centers, 74 transmission sites, and 117 client sites.
• Improved operating efficiency 40%, spearheaded Toyota Production System, and led Kaizen workshops.
• Reduced annual contractor costs $1.5M as a result of increasing staff productivity by 28%.
• Acted as Service Assurance Lead for integration of five acquired companies to ensure a seamless transition into consolidated operation resulting in increased synergy, enhanced business resilience, reduced costs, and
• improved service

• Led team of 5 regional supervisors and 50+ technicians supporting 45 network centers, 74 transmission sites, and 117 client premise sites.
• Developed and managed a $6M annual budget.
• Oversaw hiring, recruiting, and training while managing all aspects of operations.
• Established and maintained accountability for on-time customer service, contract and vendor management, and process improvement.
• Piloted the application of the Toyota Production System for field services.

• Directed planning, implementation, and provisioning of core network switches and facilities.
• Developed cross-training programs to improve performance and established cross-functional teams to ensure continuity between my team, engineering and planning.
• Represented the company in industry forums and cultivated customer relationships.

• Supervised field technicians and coordinated regional field service operations.
• Managed on-site installations, maintenance, and escalations across distributed customer locations.
• Ensured SLA compliance, safety, and quality standards for field service delivery.

To deploy, fight and win our nation’s wars by providing ready, prompt and sustained land dominance by Army forces across the full spectrum of conflict as part of the joint force.

• Earned promotion to First Sergeant in ten years (seven ahead of average).
• Led combat arms teams and tactical and strategic communications teams.
• Managed organizations of 300+ personnel.
• Restructured an underperforming technical control facility and implemented a training program to ensure regulation compliance, earning facility of the year twice.
• Awarded the Bronze Star during combat operations and recognized as leadership award or valedictorian at all NCO education levels.