• Manager of three teams (Quality Assurance/Change Control, Business System Analyst and Core Solution Analyst).• Handles development of department metrics and reporting to higher management.• Manages Azure DevOps based ticketing infrastructure for all of Operations.• Works closely with Compliance and various internal Product groups to implement large and small scale projects that have wide client impact.• Acts as operations liaison with Doc Center development team to assist in communicating operation needs and concerns within a software version release cycle.

• Led all QA efforts related to "core" assets and managed the workflow.• Migrated all client-wide impact assets, Compliance and non-Compliance related, to Staging and Production environments.• Ensured no negative impact from potential migrations through extensive regression testing.• Worked with Compliance to maintain a tight schedule for migration notifications and releases.• QAed VB, RTF, and other similar code, to verify established systems are followed.• Managed ADO updates, upgrades and template adjustments.

• Daily management of ticket queue, ensuring work is appropriately assigned, deadlines met and ticket quality meets set standards. Served as liaison between Account Management and Business Analyst groups, to ensure ad hoc needs are met and tickets escalated. • Queue analysis to determine where there are areas for improvement through the implementation of quality and quantity reports and communication of said findings to management with potential solutions. • Responsible for organizing projects and assigning responsibilities to a team of business analysts, ensuring requirements are met and are finished by a specified date. • Consistently responsible for personally handling the Business Analyst group’s most advanced tickets (e.g., RTF tables, signature parameters, For Loops, etc.), making sure they are handled quickly and with the upmost quality. • Performed crossover duties with the Business System Analyst group (e.g., error troubleshooting, etc.). • Acted as liaison to Compliance and the BA group as well taking part in planning wide impact projects and helping prioritize the teams workflow around them.

• Analysis of ticket requirements with implementation of high quality solutions through the use of advanced problem solving within a RTF/VB based software solution. • RTF document manipulation and creation. Advanced troubleshooting of RTF/VB logic, with an eye to root causes and solutions. • The creation of dynamic document solutions through the use of formulae, in order to meet client or compliance specifications. Ad hoc project responsibilities, from organization to completion. • Cross-functionality with the Business System Analyst group, dealing with some the highest difficulty tickets on a regular basis (e.g., error troubleshooting, XPaths, RTF tables, etc.).

• Managing day-to-day operations of a tier 1 and tier 2 issue resolution and prevention department (team of 5), whereby operational breakdowns are resolved, analyzed and firewalls are implemented to prevent further breakdowns. • Performed ongoing analysis of corporate operations in order to streamline practices and problem solve root causes of inefficiencies and procedural breakdowns. Development of workflows and gap analysis.• High level project management; from conception to implementation.• Order Review – high level analysis and authorization of all outgoing sales orders; coordinating with other departments to ensure all orders are without error by the end of the business day.• Development, creation, and management of reports issued to upper management, other departments, and IR team members.• Involved in staffing decisions, hiring and interviewing.• Invoicing/Billing management

• Analysis of business interdepartmental operations in order to streamline practices and problem solve root causes of inefficiencies and procedural breakdowns• Operations consultant/analyst• Project management; from conception to implementation.• Credits - management of all distribution of credits and credit analysis to minimize company losses• Order Review – high level analysis and authorization of all outgoing sales orders; coordinating with other departments to ensure all orders are without error by the end of the business day.• Upkeep of Daily/Weekly/Monthly Reports

• Coordinated various small and large projects, both departmental specific and company-wide. • Performed massive database audits in order to analyze core pricing issues and ensure system integrity. • Cross-trained across multiple departments to assist when needed.

Household Manager/Graduate Student (January 2009 – September 2012) • Performed dissertation research in highly complex philosophical matters. Managed day-to-day household responsibilities while taking care of children’s needs. Adjunct Professor (Fall 2007 & 2008)• Taught Ethics (2007) and Ancient Philosophy (2008) core classes to college undergraduate students. Responsible for communicating challenging and complex information and assessing student aptitude in comprehending the subject matter. Assistant Secretary/Web Manager for ACPA (May 2007 – July 2010)• Assisted Secretary of American Catholic Philosophy Association in preparation for annual academic conferences. Updated and managed website for ACPA.

• Audited daily workflow of multiple departments for quality and adherence to standardized policies.• Worked within departments to help team members achieve new levels of excellence. • Upkeep of KPI tracking sheets to identify the level of quality of current output and communicating information to team and management.