• Align employee efforts with executive goals to drive company growth and increase work satisfaction.• Develop win-win strategies for business change through setting and achieving Objectives and Key Results.• Thrive working with leadership and individuals to drive cultural change for better overall success; both individually and organizationally.

Operations leader setting the business and technology foundation for scaling. Lifting teams through OKR training and development for objective focus and execution. Data driven, informed decisions for scaling. KPI baselines for performance measurement and improvement.

Refactor and optimize the new channel onboarding process and tools for <1 hour turnaround onnew channel setup.● Create a new set of tools for targeted marketing, subpack and channel setup, and other contentmanagement functions to reduce both FTE’s, turnaround, and systems used.● Rethink and replace the content curation to achieve subscription growth, increase in hours watched,and enhance the end viewer experience overall.● Drive the effort to standardize the dev process; New Relic monitoring and alerts, QA unittests/automation, automate deployment pipeline.● Understand the current business content processes and needs in order to enhance the futureproduct for users.

Actively lead IT projects for Finance, Accounting, Philanthropy, Tax, HR, Events, Commissions, Security/Fraud, and other groups. Responsible for consulting, design/mapping, integration (internal, 3rd party), API deployment. Expertly advise stake-holders on project initiatives and strategy.

Consult enterprise level stakeholders on using Lanyon’s proprietary events software and provided cost benefit analysis as necessary for custom work.Work directly with developers to customize functionality, flow, and look of Web Apps and Mobile Apps. Provide user stories and use cases for development efforts.(Jira)Manage the priorities of bugs/enhancements for custom software branches and the base product. Daily face to face meetings, IM, and other direct communication during development lifecycle.(Scrum/Agile)Provide best practices for all aspects of customer software deployments and event management. Including user interface, custom reporting, mobile applications, marketing, integrations, security/compliance etc, to ensure a successful event.(SQL, HTML, PM, Excel, CRM, API, SAAS, RFID, QR)Successfully translate customer needs to functional applications and processes for use worldwide across numerous platforms.(web based, Android and Apple, RFID, NFC, 1D/QR codes, SAAS)Lead customer meetings including kick-offs, trainings, timeline/hours, and post-mortems (internal and external).New process development and complete documentation; including training. Train customers to become self-sufficient as much as possible.Manage all aspects of QA for custom deployments and work closely with the QA team on product deployments. Significant use case design, management, and verification.Travelled onsite to manage product deployment, make recommendations, and address changes/issues for a successful event.Actively participate/manage Enterprise level accounts including; Sales Force, Oracle, Cisco, Novell, Symantec, Facebook, National Instruments, Emerson, Dell, HP, SUSE, Infor, SPS, doTERRA, etc. Events ranging in size from 1000 to 100000 attendees.Attend client events as an expert resource to ensure success with the developed support systems.Perform all manners of BA and PM roles for client success.

Consulting for all IT/Business Development• Developed, designed, and documented all business processes. (Visio)• Managing all IT development and implementation.• Developing a mobile wallet payment and payroll service.• Implementing the next generation payment platform utilizing a mobile wallet. (NSDT)

Systems Development Analyst• Used Agile Methodology to understand and document all existing processes. (Visio)• Extracted data from appropriate systems to identify trends in errors or weak processes. Used those trends to resolve the most impacting issues down to the least. (.csv,.xls, Excel)• Identified weaknesses in processes and planned courses of action to strengthen those, proposed and managed projects designed to support the business.• Developed and launched a CRM software implementation plan for better client relations. (ACT!)• Developed and launched a number of database solutions for better data management. (SQL, MySQL, Access)• Developed and launched a number of automated systems; successfully reduced data entry errors by 50%.• Designed, built, and implemented an inventory management software system from the ground up reducing inventory issues by over 50%. (SQL)• Developed ALL training videos and manuals.

IT Services Analyst• Redesigned and published the IT department website.• Pulled helpdesk data to determine the hierarchy of issues and worked from the top down to resolve those. (.csv,.xls, Excel)• Used ITIL and Agile to implement an IT service catalog.• Used ITIL and Agile to develop IT change management process.• Worked with multiple department managers to define, document, and train operational processes.• Used Visio daily to design and document many IT operational processes, including change management.• Used Visio to design all new and existing processes and other business and systems charts.• Designed and built an n-tier intranet site used by employees to obtain job and company information.

Project Manager•Identified new voice services vendor and managed its integration into Mstar’s business processes and systems.•Was successful in reducing the voice provisioning issues from over 75% to fewer than 5%.•Worked with multiple departments to successfully manage, formalize, and operationalize business processes in support of all new Mstar services and products including Multiple Dwelling Unit (MDU) and business voice, data, and video services.•Used Microsoft Visio daily to document process flow, data movement, organizational charts, and call flow.•Managed a wide range of projects including operational issue analysis/strategic planning as well as product and vendor identification/analysis.•Through data analysis, identified issue trends within the customer service department and made recommended changes that once implemented reduced customer service ticketing issues by over 50%. (.csv,.xls, Excel)Service Delivery Manager•Designed, documented, and tested all processes and systems for the Service Delivery Department allowing growth from 1 employee processing 10 orders per day to 10 employees processing over 200 orders per day.•Created and refined the Service Delivery business processes enabling Mstar to roll out phone, video, and internet services from the ground up.•Assisted in the creation of an in-house customer care department resulting in a decrease of 50% in support costs while simultaneously increasing customer service levels.