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Perform end-to-end issue management for 1 billion + Google Maps Desktop, iOS and Android users and advocate for users to cross-functional partners. Responsibilities include:· Reporting to Product mgmt and Engineering teams· Feedback issue taxonomy management · Multi channel issue monitoring and identification· Social insights · Issue troubleshooting, isolation and escalation· User education· User engagement and relationship management · Leading operations process improvementsSupport Google Search Elections team in developing/automating issue identification and resolution processes for the 2016 US presidential elections.

• Managed transfer of 10 team business unit (BU) from WA to CA by partnering with senior Leadership to define BU work statement, generate transition schedule, develop hiring/workforce reduction plans, guide knowledge transfer; training; and onboarding activates, capture and improve processes, and report status on progress. • Supported any activities necessary for team to be successful, including: developing team budget with Finance, analyzing local lab capabilities for Engineering, identifying candidate pools with hiring managers, and generating improved customer experience plan, based on airline performance data, with Accounts Management team. • Drove accountability, focus and direction into the Customer Support Leadership Team as we founded a “People Council” that is now empowering employees through involvement in the following areas: engagement, recognition, professional development, leadership development and workforce planning/retention.

Enterprise-wide leadership and technical skills rotational development program. • System of system testing and global lab network integration • Advanced air traffic management research • 777 fleet technical customer support• Project management, technology development, business case preparation and intellectual property plan preparation for early technology project• KC46 Tanker airplane level systems engineering & integration• 737 Next Generation seats engineering• Composite structures stress analysis methods development

• Mentored and supervised floor of roughly 70 first year students• Communicated with residents, supervisors and building staff in order to maintain a safe cohesive environment• Built a culture that embraced the diverse backgrounds of each resident

• Verified structural integrity of the 747-8 airframe in support of project certification• Developed enterprise IP protection plan in conjunction with VP of engineering• Volunteered to assist 747-8 team leaders with LEAN and 5s initiatives

• Analyzed over 250 documents for department deficiencies in quality and efficiency • Proactively wrote sections of the department assessment of work document quality• Proposed creative quality improvement strategies based on performance analysis• Participated in over 100 hours of hands-on training including welding training, machining training, non-destructive testing training, and industrial safety training

• Investigated root cause of five building envelope failures leading to losses of structural integrity• Composed investigation summaries and job proposals for projects from $15,000 - $100,000 • Updated and analyzed Excel spreadsheets containing plumbing flow rate optimization calculations for a 250-unit condominium • Created computer-based schematics in AutoCad which optimized the project planning process and reduced project costs for three major projects• Assisted with client development and marketing initiatives daily