• Supports all pre-sales activities including discoveries, customer facing demonstrations, customer workshops, RFP management and proposal reviews. Also represents deployment teams and post go-live support during RFP oral presentations. • Provides executive oversight on active Government deployments. Ensures project milestones are met, forms strategic relationship with client executives, and addresses escalations. • Owns key accounts after go-live. Serves as the primary point of contact for account leaders (c-suite). Answers questions, escalates issues, and continuously looks for opportunities to expand our relationship.

• Creates short-term and long-term product visions for various Palco solutions. Vision is based on anticipated market and industry trends as well as client demands.• Creates innovative new products and solutions that are imaginative, that are best for our clients, and ultimately further the core Palco objectives.• Demonstrates a passion for understanding customer problems and creating innovative solutions.• Gathers and documents product requirements from relevant parties and works with Developers to implement those requirements. • Sets clear product implementation direction for the implementation teams.• Communicates clearly with internal and external users of the system, including presenting new ideas and listening to user feedback.• Develops project plans to release new features to market.

• Supports all pre-sales activities including discoveries, customer facing demonstrations, customer workshops, RFP management and proposal reviews. Also represents deployment teams and post go-live support during RFP oral presentations. • Provides executive oversight on active Government deployments in an 8-state territory (Arizona, Colorado, Nebraska, Minnesota, Iowa, New Mexico, Washington and Oregon). Ensures project milestones are met, forms strategic relationship with client executives, and addresses escalations. • Owns key accounts after go-live. Serves as the primary point of contact for account leaders (c-suite). Answers questions, escalates issues, and continuously looks for opportunities to expand our relationship. • Manages Professional Services staff in New Mexico and Nebraska.• P&L owner for professional services and Payment Solutions.

• Founded the Delivery Quality Management Team to execute continual improvement throughout the delivery lifecycleo Special focus on IT development processes, application testing, training, and Help Desk support. o Led after action reviews at the conclusion of each deployment and continuously implemented improvement opportunities. o Performed functional tests on all UAT deployments prior to client engagement. Served as primary point of contact for clients during UAT.• Lead the Business Analyst team by serving as a subject matter expert while simultaneously managing multiple AuthentiCare projects. o BA functions included collecting requirements, creating business requirement documents, training new users, executing test scripts, overseeing UAT cycles, and promoting projects into production. o Administrative functions included estimating new projects, managing project resources, and serving as a liaison to Development and Product Management Teams. o Created a high functioning team by developing staff members through one-on-one coaching and encouraging teamwork. Professional certifications were encouraged and compensation was tied to performance. • Served as Account Manager for New Mexico and Oklahoma after each state requested my assistance.

• Product owner for several case management tools which process over 70 million cases per year. Systems include the Fraud Detection Work Center, the Predictive Dialer, and the Lost/Stolen GUI. • Fraud call processing service owner. • Principal case management point of contact for client escalations, RFP’s, and system outages.• P&L owner for fraud call processing services and fraud case management products.

• Globalization Lead for the Command Center’s Globalization project. This project implemented a two site, follow-the-sun model that saved millions in operating expenses while guaranteeing consistent tools and processes throughout the globe.• Facilitated and managed the engagement of internal and external stakeholders.• Monitored tasks and project assignments while ensuring project deliverables were met, schedule changes were addressed and communicated.• Managed projects that addressed all components of the ITIL model while ensuring compliance with data privacy laws between countries.• Executed quality management methods to provide leadership, training and mentoring on migration strategies.• Performed analysis of feedback on project effectiveness and assist with providing solutions to ensure stakeholder success.

• People Management Strong attention to detail and motivational skills allowed me to be promoted to manager within 8 months of starting at First Data. Averaged 20 direct reports.  Worked in every pillar of the Command Center including Incident Management, Merchant Services, Financial Services, and Batch processing. Worked closely with Call Centers during outages. Consistently ranked as one of the top managers in the Command Center due to robust recruiting, hiring, performance management, and staff development practices.• Project management Department lead for the Denver Command Center closure project. This multiyear project reduced head count by 40% and saved millions in yearly operating expenses without affecting service quality. Hired and trained 50 new operators and oversaw the migration of my department’s tools to the new site. Finished each project phase on time and under budget. Maintained current and up to date knowledge of the organization, Technology and business objectives involved• Relationship Management Primary point of contact for technical escalations for both internal and external clients. Served as client advocate during system outages, contributing as the liaison between the organization and impacted clients.  Received multiple internal awards for outstanding client support.  Monitored online and batch functions on multiple midrange and distributed platforms while communicating potential and actual impacts to clients.

Provided online and batch support for multiple merchant acquiring and card issuing production systems. On a daily basis I rerouted traffic to avoid impact, executed batch processes, engaged clients, and assisted Incident Management teams during outages. Primary clients: British Petroleum, Costco, and Trader Joes.

Live on-site in a Boys Town Family Home and provide direct care for 8-9 at-risk boys through creating a safe and loving family-style living environmentProvide emotional support utilizing praise, positive feedback, affection and empathy to build one’s self-confidence and respectUse rational problem-solving techniques to teach youth critical thinking skills, assist with behavioral problems, counsel through personal issues and provide crisis interventionPlan, participate and provide opportunities for individual and family activities that are both educational and entertainingDisplay and teach parenting, family and relationship skills to youth, legal guardians and caretakers to create family engagementMaintain contact with both internal and external consumers agencies to obtain or provide information regarding youth’s behaviors, strategies and progressPrepare written records for household budgeting, tracking youth progress, reporting incidents/behaviors and document youth medical needs and appointmentsTeach and role model Boys Town values and ethical behaviors, as well as support and encourage participation in regular religious activitiesSupervise the activities of assigned Assistant Family-Teacher to aid in their development and successManage the daily operating schedule of the home; assist with youth transportation needs, and overall household upkeep