• Architecture – Contributes to the development of solution architectures in CRM and related systems. Identifies and evaluates alternative architectures and the trade-offs in cost, performance and scalability. Determines and documents architecturally significant decisions. Produces specifications for translation into detailed designs. Supports projects or change initiatives. Aligns solutions with enterprise and solution architecture standards, including security.• Software Design – Undertakes complete design of moderately complex software applications or components. Assists as part of a team in the design of components of larger software systems. Specifies user and/or system interfaces. Creates multiple design views to address the different stakeholders’ concerns and to handle functional and non-functional requirements. Assists in the evaluation of options and trade-offs. Collaborates in reviews of work with others as appropriate.• Requirements – Defines and manages scoping, requirements definition and prioritization activities for initiatives. Facilitates input from stakeholders, provides constructive challenge and enables effective prioritization of requirements. Establishes requirements base-lines, obtains formal agreement to requirements and ensures traceability to source.• Testing – Designs test cases, creates test scripts and test data and automates repeatable tasks working to the requirements or specifications provided. Defines test conditions for given requirements. Executes and records manual and automated testing n accordance with test plans. Analyzes and reports on test activities, results, issues and risks.• Incident Management – Ensures that incidents are handled according to agreed procedures. Prioritizes and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving.

The Business Solutions Program Manager manages the following programs for LS Network Business and Sales Operations: *The OSS BSS program oversees triage, tracking, prioritization and analysis of requests for configuration and/or technical development for both enhancement projects, as well as management of the ongoing operational support needs. *The Product Development (PDev) program oversees the enterprise product catalog and related business process(s) and system product architecture for new product development initiatives, product/business process enhancements (including related infrastructure) and ongoing support. *The Training & Change Management program oversees the onboarding, training and communication related to the OSS-BSS and PDev programs as well as the communication related to the Special Projects program. *The Special Projects program oversees the planning, implementation, coordination, reporting, budget for LS Network business and sales operations projects designated as complex or high value. Projects typically are internal in nature, from one of the above programs, made up of both interdepartmental and contract team members and driven by either executive management or a department head.

*Assist with analysis of current and possible future needs in order to help solution a proper CRM structure.*Analyze current workflows and help develop solution design salesforce in order to optimize those flows related to, but not limited to: *Construction Order to Serviceable to Customer Lead (Residential or Business/Enterprise) to Opportunity to Quote to Order to Service Delivery to Billing*Consult on, and manage the current product catalog and general product development through the systems Quote to Cash flow. *Collaborate with SMEs to include the information for proper integration to order and billing as well as future external customer portal management.* Assist staff with document system architecture and final process flows for implementation.* Help finalize and prioritize the requirements and backlog/future ideas in order to help properly create the needed Scope of Work (SOW)

• Nationwide responsibility to build and lead teams of experts across the following disciplines for the fiber + Internet business:(1) Product Owner of a Salesforce built app called ServiceMax and linked tools such as Service Board; Includes creation and maintenance of process library, Ongoing process improvements, Operational best practices, Systems & process alignment. Responsible for leading process minded enhancements, including process assurance(2) Responsible for fostering a culture of transparency and trust within the team and departments, including Documentation & prepared communications; Corporate liaison for communications; Change management of process for both systems and people(3) Responsible to plan, develop, implement, and administer training programs, with an emphasis on the following: Onboarding Systems and processes. • Guided by Operating key results - Create alignment across teams, track progress, encourage engagement.

• Program Management of Enterprise Product Layers of all process and system development• Work with Business Stakeholders (Executives, SMEs, Product Teams, Product Managers) to determine strategic objectives and alignments in order to build out the roadmap for enhancements as well as the Program Management of and/or new functionality for initiatives largely contained within Salesforce.com, specifically for Enterprise products/services.• Oversee initiatives designed to enable the business to effectively and efficiently Quote, Order, Deliver and Bill Services (Quote to Cash). This includes delivering new functionality as well as continuous improvement efforts. • Manage Team of Tier II Operational Support to handle day-to-day mitigatable support issues and data load management.• Manage Team of Systems/Process Analysts dedicated to gathering “As Is” and “To Be’ process requirements using user flows, wireframes and visual models in order to drive forward well thought out process/system solutions that improve user (external and internal) experience. The Analysts then translate requirements into User Stories that are ready to hand over to the Development Scrum teams for Technical requirements and final solution. • Collaborate with the Analyst and Development Scrum teams in order to ensure successful execution of user requirements and the delivery of sustainable solutions for the business.• Oversee System Readiness and User Acceptance testing to ensure final agreement before enhancement or go to market launch.

• Collaborate with cross-functional project team, business leaders and stakeholders to understand strategic direction in order to set strategic and tactical goals related to systems improvements as well as when integrating companies purchased into Salesforce.com.• Provide work direction for Systems Analysts specifically working in the Salesforce.com ecosystem, setting objectives in accordance with management initiatives in order to enable sales as well as set a foundation for process downstream (Quote to Cash; Opportunity, Quote (CPQ), Contract, Order, and Billing)• Maintain deep subject matter expertise in organizational functions, products, systems and other applications to identify business challenges and recommend process solutions using user flows, wireframes, visual mockups as well as process documentation for the business after launch.• Conduct System Readiness and User Acceptance testing to ensure final agreement before enhancement or go to market launch.

•Subject Matter Expert for all Order Entry and Quote to Cash processes.•Develop Process for new product launches including catalog quoting, ordering and business process• Management/administration of the ‘Configure Price Quote’ tool • Management of all catalog data on behalf of all Product Management•Gather/Develop System requirements/needs•Provide Content and Train the Trainers on the new products or updates to current products•Maintain processes and procedure documentation and improve as needed

•Involved with system/application development for the entire company•Create documentation and deliver training for all Integra systems •Corporate Subject Matter Expert (SME) for internal systems•Corporate Order Entry/Care Process development Consultant for Marketing, Operations and IT•Corporate Systems Integration (SIM) Liaison for New Hire system access and contact for issues that arise for all Corp Groups

-Worked in standard call center environment for 3 months-Quickly became subject matter expert of customer care/ordering system and started training/coaching others.-Moved off the the phones to support the customer leaving for other carriers (winbacks) and also more officially became a trainer for the location.

•Taught Speech 101 to incoming students•Taught History of American Broadway Musicals•Taught General Communications 201•Acquired ad sales in the community, designed layouts for those ads and compiled them in the program•Selected the pictures and graphics for the program as well as assembled company Biography’s for the program•Assisted in creating the logo for each summer and was in charge of painting that logo on our company truck•Worked on marketing campaign focused on company members families and friends from their respective hometowns•Worked on securing promotion venues where the company members could perform snippets of shows to entice non-patrons to attend and invite others