Leading projects integrating SaaS and ERP systems at the State Controller's Office and across state agencies.The opinions and positions expressed are my own and do not reflect those of the SCO.

Hired at an expert level to establish customer experience testing program at HP Inc(changed contracting agency but continued with the same HP Inc consulting job)• Trained new team and implemented processes and procedures.• Developed, distributed, and presented executive reports driving change on complex products

Hired at an expert level to establish customer experience testing program at HP Inc• Defined and developed strategic direction of Beta and Delta customer experience programs.

Managed Beta and Delta customer experience programs worldwide involving product testing in customer environments during the design cycle. • Analyzed customer evaluations and fixed key areas, including software, firmware and hardware, resulting in a 30:1 Return on Investment (ROI) and over $2 Million warranty savings in one program.• Created reports of customer inputs on product performance and recommendations on must fix problems and improvement for customer usability to over 400 employees worldwide.• Led global cross-functional teams of 15-20 people using remote communication methods to review, prioritize, and fix customer issues. Teams included marketing, R&D engineers and managers, customer assurance, and manufacturing.• Drove customer input into current and future products to improve performance and reduce warranty using close the loop processes.• Ran 40 distinct product programs covering every HP printer product line segment involving both Beta and Delta programs for a total of 58 products and projects and over $20M savings.

Responsible for managing cross product initiatives.• Managed Energy Star cross product regulatory initiative affecting over 1,000 SKUs involving 4 different supply chain and integration processes across 6 manufacturing facilities worldwide. • Defined, scoped, selected and led a cross functional team. Developed timeline, tracking matrix, and test plan and successfully implemented the initiative worldwide on time.• Documented process and developed instructional material on future project implementations for newly developed customization team.

Managed engineering program focused on implementing processes to improve product quality and reduce warranty expenses across products. • Led program and product communication and sharing of worldwide data between regions and R&D to drive customer-oriented decisions during product design. • Analyzed data from call and repair centers, customers, and test labs to set priorities in design and testing to improve current and future products.

Responsible for overall cost and quality of products from product release to end of life.• Led cross functional team and managed any changes to 7 products including hardware, software, firmware, packaging, documentation, regulatory and change orders.• Led team to determine whether or not printers should roll from flash to MROM memory. Implementation resulted in a savings of almost $300,000 over the life of one product.