Automotive technician performing maintenance and light repair on customer vehicles while obtaining Associates in Automotive Technology Systems.

Primary brand-facing Product Owner advocating for the business' needs as functionality is migrated to and enhanced upon the Saleforce.com (SFCC/SFMC) platform. Responsible for reviewing and approving features, stories, and bugs being deployed during bi-weekly sprints over defined Program Increments. Accountable for integration of full feature set of consumer experience for 2 brands processing up to $30 million in daily transactions.• Facilitate weekly Sprint Demo highlighting primary functionality in each release.• Triage and distribute Regression and UAT bugs identified in Pre-production• Groom brand backlogs to align with Architectural Roadmap and consumer expectations.

Leading a team of production management analysts, consultants, and application owners for a suite of over 30 integrated inbound voice call center systems. Responsible for leveraging $3M yearly budget ensuring systems availability and resolution of all ServiceNow incidents, problems, changes and related tasks assigned to multiple groups throughout the platform.• Reduced Mean Time to Repair by over 20% compared to previous year.

Leading the quality assurance & software testing deliverables within a large & complex IT program. Ensuring customized SFDC platform consolidates all existing CRM functionality in one consistent customer service UI experience.• Responsible for collaborating with the overall IT & Business Program leads.• Oversees all team members and deliverables within the QA organization.• Provides required updates to Executive Leadership. • Sets deadlines, assigns responsibilities, and facilitates automation and performance.• Maintains working relationships with team members, vendors, and other departments.

Provide automated cost effective solutions for information technology needs. - Project Management of proprietary software development - Process Mapping and Systems Automation Analysis - Audio/Video systems and software configuration - Desktop/laptop system and files recovery - Technical Support/troubleshooting

Allocation, prioritization, and overview of $20M resource budget within the Strategic Investments Product Data division. Primary QA liaison with business stakeholders, IT management, and Finance engaged in product delivery planning across multiple locations in the US and globally. • Program Management for Quality Assurance for over 100 projects from Managed Accounts, Customer Data Analytics, and Integrated Guidance & Planning business units • Resource Allocation, budgeting, and estimate planning for high-performance testing team ramping up from 150 to 235 headcount over next 3 years.• Implementing automated reporting platforms for demand management, on-boarding, and budget status for all stakeholders from executive dashboards to fully traceable financial details.

Operationalization: Manage the facilitation and remediation of global network integration customer production issues while tracking business value metrics. Identify Actual ROI Critical Success Factors and Key Performance indicators against Business Case valuations. Perform requirements augmentation and testing review ensuring IT Deliverables meet Business Owners’ expected delivered features.• Product Manager for portal application (SABR) which transformed manual migration of managed network and legacy services to ITIL compliant service management platform into fully automated customer dashboard.• Increased User Acceptance and decreased testing Defect ratios by facilitating engagement between IT and Customers during Initiation and Design Phases • Recovered over $2 million in contested receivables by identifying and deploying critical billing enhancements to demonstrate indisputable contract compliance.• Bestowed Ovation award by CIO Ajay Waghray for "demonstrating that teamwork enables us to serve our customers better and faster".• Earned Partner Recognition award from VP Shelly Ashwill-Powers extended to "key contributors...who assist us in delivering a great customer experience." Project Management: Lead global networking and communications contractual service initiatives from Business Definition through Design, Development, Testing & Deployment. • Persuaded Business Owners and IT Analysts to leverage User Stories resulting in decreased time to market for products and increased customer satisfaction. • Program Manager of various continuous enhancements projects identified in production support issue resolution process.• Served as Scrum Master for highest priority projects facilitated outside of standard release schedule with 2-4 week sprints.

Lead project team in defining product vision, reviewing vendor design concepts,QA/UAT, and implementation of end product. Conduct reviews to translate business functional requirements into product requirements through workflow diagrams. Work as a liaison among stakeholders, IT department, and outside technology providers to obtain, analyze, communicate and validate system requirements. Track progress and ensure timely execution of and delivery of projects. • Migrated over 500 existing Lotus QuickPlace sites into Microsoft Office SharePoint Server (MOSS) 2007 deployment.• Commended by multiple executives for excellent preparation and training of end-users on deployed SharePoint platform.

Facilitate the definition design, and modeling of business processes and workflows. Elicit user objectives and constraints from clients through collaborative and exploratory analysis sessions. Contribute to process improvements and gain consensus from client on prioritization of requirements. Prepare communications and make presentations to project team. Prepare detailed business and software requirements specifications for client and technology project teams. • Lead nationwide implementation of over 100 schools on Student Information System encompassing 250,000 students on a Web-based centrally hosted platform.