Accountable for the development and facilitation of a work intake request solution to enable transparency across business and IT with a focus on increased speed to production by eliminating duplicate processes and tools for the largest area within Enterprise Technology. Achievements include: Collaboration with product manager and product owner to create epics, features, and stories to ensure work aligned with strategic objectives and prioritization of Scrum team backlog.Partnering with PO and IT/business stakeholders to gather requirements, perform root cause/risk analysis, and identification of dependencies.Establishment of service level agreement and metrics to ensure alignment of business outcomes and accountability of work intake request team.Creation and implementation of communication/change adoption strategy to assist stakeholders in transition.Saved State Farm significant resources by leveraging an existing tool which eliminated seven different processes and supporting tools that optimized delivery speed of work to product teams.Responsible for establishing business level roadmap of key milestones by collaborating with Architecture and Planning & Management teams to improve time to implementation.Served as integral member on a Scrum team for the development of an enterprise business/architecture decision tool. This involved gathering functional/non-functional requirements, creating use cases, conducting performance testing, end user support, and communicating issues and enhancements to developers post-production.Tasked with performing access management and modifying and testing queries to validate proper data output for the enterprise architecture modeling tool.

Administered Active Directory, Symantec Endpoint Protection Server, Office 365, SharePoint, Cisco Call Manager. This included computer and user management, licensing, content management, and system availability.Responsible for implementation and oversight of multiple IT projects. A significant accomplishment was a network infrastructure upgrade that required the replacement of all switches, routers, and wireless access points. This involved coordinating with vendors, system outages, and inventory management. A second project included the planning, deployment, and support of IT assets for the annual professional golf tournament and fundraiser.Created and implemented new processes and procedures for IT staff and management. This included the creation of workflows and tasks for new hires and terminations, acquisition of equipment, help desk knowledge base articles, and other reoccurring IT related activities. Trained and mentored new IT support staff on how to properly service users and administer systems.

Managed the service desk and provided IT support to over 300 users. Provisioned new workstations and mobile devices, managed service provider contract and billing for all employee mobile devices, and maintained IT asset management.- Evaluated vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs. - Maintained historical records by documenting hardware and software changes and revisions. - Scheduled and conducted technology orientations for new employees and provided training on software. - Managed IT inventory and made recommendations on new equipment.

Key member of the development and membership team that provided customer service to members, non-members, and donors. Solicited memberships (new and renewing) by phone, email, and quarterly membership drives by working with team to increase membership by 15% each quarter. Developed and proposed new services and strategies to retain existing members. Administered fundraising and membership database by producing and analyzing reports in support of marketing efforts. Recommended and implemented new member activities, policies, and procedures to continuously improve the member experience.