Sr. Manager role overseeing 10+ Sr. IT Project ManagersStandardize, maintain and improve project execution in ITProactively manage and address project and program roadblocks, issue resolution and decisions that drive and deliver value to planned scope, schedule and budget.

Lead role overseeing 10+ Sr. IT Project ManagersStandardize, maintain and improve project execution in ITProactively manage and address project and program roadblocks, issue resolution and decisions that drive delivery to planned scope, schedule and budget.Project Manager for GLP Electronic Archive project.

Responsibilities include:Leading an awesome global team within Identity, Access Management and Governance space for Enterprise Risk and Security at Expedia, Inc.- Access Management Operations - Applications, domains and services- Identity and Account Lifecycle Management- Access and Account Governance

- Manage requests to add, modifying and delete user access for 50+ applications.- Manage a team of 18 FTEs and vendor resources.- Work closely with multiple customers to on board new applications and streamline existing processes to improve overall customer experience.

- Manage work intake for eCare initiatives including updates to My Account and Online Customer Service - Work closely with development team on requirements definition and design. - Create and initiate new functionality for the website's signed in experience and support pages.- Liaison between customer service teams and Marketing team identifying impacts and gaps between teams and implementing corrective action

- Managed multiple projects for IT Program Management Office including Sarbanes-Oxley and compliance initiatives, disaster recovery plans, and business continuity plans - Single point of contact with IT Methods and Procedures Team: identified process gaps in project management methodology, collaborated on solutions, and implemented solutions across IT Billing organization- Implemented a Share Point website for 1500 + users for the IT Billing organization, with multiple team site collections- Program managed rebranding 72 non-customer facing applications within IT Billing organization

Worked as the back office services contact for the Cingular e-commerce sales. Also, during this span worked in an IT PMO team that had multiple functions including Sarbanes Oxley. Transitioned into lead role of Senior IT Manager of IT PMO team with 10 FTE directs.

Worked as analyst in IT New Wireless Technologies and in IT PMO on IVR releases. Transitioned into a role in e-commerce with AWE Direct web sales. Began as release manager of work flow management system and became the Back Office Services customer service lead.

Joined the Advanced Network Services Team as a customer service rep for CDPD data driven wireless devices. Managed personal and large corporate accounts with billing issue resolution for both cellular and voice products through quality customer service. Provided consistent troubleshooting of cellular related voice and data issues that included device, network and air link elements, as well as computer software issues and interfacing. Completed numerous self directed process improvements projects that positively impacted average handle time and team quality scores. Mentored other representatives through coaching and instruction of best practices. Achieved individual goals for quality inbound call metrics and one call resolution.

Began as a customer service rep for Messaging Division of AT&T Wireless. Managed personal and corporate accounts with billing issue resolution, as well as troubleshooting and escalation of equipment and technical problems. Achieved individual goals of average hold time, average call duration, quality inbound measures, one call resolution and team goal for average speed of answer.Became a Expert (help desk) Representative and addressed training and training improvement through coaching and instruction of customer care representatives. Began analysis and modification of policies and procedures through self-guided policy improvement projects. Continued to support troubleshooting and escalation of equipment, computer software, and technical issues. Achieved individual goals of average hold time, average call duration, quality inbound measures, one call resolution and team goal for average speed of answer.