Performed analysis, design, and continuous improvement of value-added, customer facing processes that allow team members to efficiently provide a consistent and effortless customer experience. Built a knowledge management system that organized process documentation on a common platform.

Project manager responsible for leading cross-functional, distributed project teams from Product Marketing, Product Development, Engineering, IT and Customer Support organizations to guide new products and services from initiation to launch.• Project manager for new service enablement, responsible for ensuring that customer support organizations were staffed and prepared prior to product launch. Collaborated with technical SMEs and customer service staff to perform requirements analysis for the training, staffing, system access, and equipment needed to support product launch. Responsible for high level support model cost estimates used to determine product profitability.• Project manager for internal infrastructure upgrade and process improvement projects. Internal project manager for the replacement of a Nortel PBX with a Cisco Unified Contact Center solution, responsible for vendor contract management including review and approval of invoices and post-implementation support contract management.• Project manager for the Health Information Exchange (HIE) initiative, responsible for vendor management and project schedule adherence for the software development vendor. Collaborated with internal engineering teams to plan and execute user acceptance testing in a phased deployment environment. Responsible for providing project status updates to the CEO and staff of the health information organization that was the initial customer and strategic partner for the HIE initiative.

Responsible for the performance of the Contact Center, Data Center, Billing, and Change Management organizations within a business unit providing custom application development and hosting services to state government customers. Point of contact for the directors of multiple state government agencies, accountable for satisfying service-level agreements and prompt issue resolution.

Leader of 75 contact center team members and supervisors providing technical support to the end-users of network hosted applications used in state mandated automotive emissions testing programs and providing outreach services to the general public regarding those programs.

Designed and delivered training to technical support and customer service agents in a contact center environment.

Designed and delivered classroom training courses on quality management tools and principles to front-line employees in the semi-conductor manufacturing industry.

Developed and delivered training to power plant operations staff on multiple subjects including boiler water chemistry, radiological principles, and power plant systems Delivered training to control room operators in compliance with Title 10, Code of Federal Regulations, Nuclear Regulator Commission. Responsible for review, update, and revision of plant operating procedures.

Mechanical Engineering Technician supporting programs ensuring the integrity of nuclear reactor containment systems. Implemented a check-valve inspection program using acoustic imaging to verify the proper operation of check valve's in containment piping. Performed reactor containment pressure testing after overhaul and maintenance operations to ensure the integrity of containment systems was restored prior to plant startup.

Station Operator at a nuclear power plant responsible for operating plant systems (water treatment, switchyard, steam plant, etc.) and radiological control work. Member of the Nuclear Station firefighting team as an EMT. Certified as a Nebraska State EMT 'A'.

Instructor for GE-built nuclear plants

Graduate of the US Navy's Nuclear Power Program. Reactor Operator/Electronics Technician on the USS Nimitz and the USS Roosevelt. Reactor Controls Work Center Supervisor responsible for maintenance and repair of reactor instrumentation and control equipment. Honorably Discharged with the rank of E-6 (Petty Officer First Class). Navy Expeditionary Medal awarded 1983.