Sr. Program Manager, Dynamics CRM & ChatLed the delivery of key features impacting CRM user adoption and revenue.Jumped in mid-stream as implementation of a new CRM system was struggling after a massive cyber-attack that disrupted operations for weeks. Reassessed critical path items, identified issues, clarified RACI, adapted timeline and received stakeholder approval for changes.Planned and tracked the implementation of a next-generation AI-based chatbot solution.Negotiated with and influenced cross-functional team members and stakeholders, with conflictingpriorities and interests, to agree on a unified roadmap and timeline utilizing relationships previously builtand maintained.Sr. Program Manager, Digital Guest Experiences (DGE)Led a tiger team of technology executives to recover all lower environments after the cyber-attack, across the technology portfolio. Provided daily updates directly to the CTO.Served as Lead Program Manager for five Digital product teams.Delivered mobile application projects including improved home screen and check-in flow.Launched an enhanced lobby host tool to assist operations staff in minimizing front desk lines.Mentored members of the program team, providing tips, feedback, praise and empathy.Program Manager, Hotel & Revenue Management SystemsOrganized and facilitated, with Oracle, the discovery project of migrating from an on-prem OPERA PMS to cloud OPERA PMS. Power users and administrators from all lines of business participated. Presented findings and provided recommendations to executive leadership.Successfully led the TDD effort for re-opening of Vdara, MGM Detroit and Mirage after the COVIDshutdown.Delivered several extremely complex OPERA PMS upgrades and hotfixes.Led the infrastructure effort for test and disaster recovery. Delivered new hardware two monthsahead of the original schedule, during COVID shutdown, with limited resources and teams workingremotely for first time in company history.

Scrum Master, Platform Engineering teamImplemented the use of Jira and Confluence for the team, creating standard sprint reporting.Coached Product Owner to manage backlog effectively to help team achieve roadmap goals.Program Manager, ServiceNow teamDeveloped a project management framework to help the team prioritize and track work.Delivered automation providing reliable, efficient and centralized SOX (Sarbanes-Oxley) audit operation and results.Executed large automation projects, such as server provisioning, server decommissioning, enterprise asset list and maintained a large, federated CMDB.Accomplished and exceeded CIO SOX initiatives by delivering 26 complex automations. Recognized by CIO with an exclusive lunch with him and a few other accomplished invitees.

• Supported multiple projects at a time across the Dynamics product line.• Gave structure to a complex, cross-company program launch by creating and implementing a rhythm of business and risk management process.• Worked with stakeholders to understand risks, issues, deliverables and their impacts on launch. This gave better status reporting and allowed for faster resolution of risks/issues.• Managed SharePoint sites including sub sites, pages, libraries, etc. for each project being supported by the PMO.• Took PMO Lead and BG guidance to create documents and visuals for Core Team, Steering Committee and adhoc meetings.

• Streamlined processes to reduce lead time for customer Planning Council calls from 45 to 7 days.• Designed new process in CRM to track and report customer Planning Council call participation/responsiveness.• Built process documentation templates and standardized external and internal customer communications.• Created and managed Yammer groups for the WSSC Technology Adoption Programs (TAP) and MVP Program.• Implemented and maintained new Connect sites with feedback/bug forms, discussion sites.• Coordinated completion of all required legal documentation for WSSC and Client Management TAP programs.

• Streamlined Monthly Azure report for better and more accurate at-a-glance reporting.• Created monthly OLS all-up metrics report.• Supported Launch of Azure in China, Yammer for O365, O365 37 Market Expansion, Intune and Azure in Open.• Built and maintain relationships with key stakeholders in Commerce, WWLP (World Wide Licensing and Pricing), PL&S (Product Launch & Services) and six different BGs (O365, Azure, Dynamics CRM and ERP, Intune and GSM), ensuring communication and collaboration between teams to drive efficient and accurate launches. • Deliver correct pricing, SKU data and expected delivery timelines to PL&S by working with BG to clarify business requirements, preventing downstream issues during launch.• Provide Issue Management for any EDSG or BG pricing related issues that arise, as well as any urgent customer impacting issues found by the BG or Commerce.• Created new process documentation, training documentation and presentations for Online Services to help partners understand EDSG impact on launch work.• Manage Mercury project plan and related process meetings to help drive timely project completion.

• Contributed to the fastest and largest O365 launches in the history of the Commerce Catalog.• Assisted in the design and implementation of new TFS instance for Commerce Offer Management to better organize and track requests for SOX Compliance. • Held TFS training sessions to eliminate churn during weekly review/approval meetings.• Created internal process documentation, instructions and guides for TFS instance and an Offer Management Wiki page for training of new Commerce and BG members.• Simultaneously maintained six offer catalogs for O365, Windows Backup, Windows Intune, Global Service Monitor, Dynamics CRP and Dynamics ERP. • Audited workbooks to ensure information was accurate and would not cause any downstream issues.

• Scheduled and performed audits to ensure suppliers were compliant with SLA’s. This drove 100% compliance in all required tasks for all West region programs: Amazon, Blue Shield of California, Levi Strauss & Co. and Visa as well as Microsoft programs in the US, India, Ireland and Canada. • Conducted monthly compliance calls with Program Office for all programs, ensuring that supply base maintained financial requirements, insurance and diversity certification requirements.• Created new process for more accurate reporting of supplier compliance.• Received Q3 2011 Impact Award (nominated by peers for positive impact on team).

Worked with vendors and internal stakeholders to collect needed information for regular updates to the website. Created all online documentation about our products, including pricing guides and informational packets. Collaborated with an internal sales team to create a better area of learning for customers and prospects.

Responsible for creating an experience for each guest, cash handling, stocking inventory and other retail tasks. Trained and worked in the money room, handling and managing over 20 registers each day. Also became a trainer for incoming employees.

Provided on-site retail services at premiere Walt Disney Company property. Responsibilities included customer service, brand stewardship and on-site retail accounting activities including cash management, reconciling and record keeping.