Managed projects for the PMO for both internal and vendor projects. Led projects to improve current products, and bring new products to the market. • Led concurrent software development financial projects for the credit union. These projects included improving on current products and services, and developing new products and services.• Managed projects that have multiple features where each feature is broken down and treated like its own project and are completed as their own release to production.• Led weekly internal project meetings discussing the current state of each project. Led combined internal team and vendor projects that we developed with the vendor for both organizations.• Led challenging projects that have large staffing resources and multiple teams to bring the improved features and new products to the market. • Managed team, project schedule, project plan, project risks, budgets, requirements and all other project artifacts and work within the PMO methodologies that are set up to provide a consistent experience for the organization.

Managed consulting projects for customers in the Digital Velocity division of CDW. Led projects to help with automated infrastructure, modern cloud, devops, and software and enterprise infrastructure. • Led concurrent customer facing projects in the digital and cloud spaces covering workshops, training, data center modernization, AWS and Azure best practices, and anything else in the data consulting space.• Managed small to large scale projects concurrently for the office of the CTO, and cloud divisions of digital velocity for the full project lifecycle.• Led internal project meetings for various teams including the deal review board for large scale deals to facilitate the submission process and management of the deals that needed to be approved by managers.• Led challenging projects that affected staffing of stakeholders by determining redundancy in mergers of organizations which required sensitive communication and thorough planning. • Led partner projects while representing Digital Velocity to make sure all partner work was completed along with my team's work so the customer had a seamless experience.

Managed and led implementation projects for state departments of transportation. Managed existing customer accounts and helped maintain account health. Led projects to help state police improve the safety of their roads and communities. Managed existing legacy product customers with current product issues and transitioning to other solutions.• Led concurrent implementation projects transforming raw crash data into the Numetric SaaS applications for our customers. • Managed state police implementation and maintenance of crash and crime data to assist in improved patrol routes, safety measures, and safety enforcement.• Managed accounts and all feature requests, support items, and data requests from existing customers.• Managed creation of custom filters, data decoding, dashboard creation, custom queries, network screenings and other metrics and analytics for state departments of transportation.

Managed and led custom development projects for our customers using the open-source educational platform, Canvas. Had DoD clearance with the government managing several projects for the full project cycle. Managed project staff, hours, cost, and resource allocation for different customers while also managing budget and project schedule. Managed full customer interactions for projects and existing support items.• Managed multiple concurrent projects for various customers, which included discovery, writing the SOW, staffing decisions, metrics, and delivery. • Led meetings with the government, updating on project progress, deploy schedule, software updates, and tracking current status of all project and support items.• Managed proposal process for government in the benefits of switching to a new hosting platform for their servers.• Managed processes and communications with multiple customers to make sure projects stayed on schedule.• Led internal project meetings, staffing meetings, and standup meetings to make sure staff and resources were being allocated effectively.

Managed and led custom development projects for both the educational LMS (learning management system) Canvas, and the corporate LMS Bridge. Managed full project cycle for customized solutions to work with the core product, third party integrations, and other integrations and services. Managed cost, hours, and resource allocations to complete projects within the project schedule and budget.• Managed multiple projects across both Canvas and Bridge platforms concurrently while managing each project's individual resource needs, and staying within the scope of the project.• Led diverse project teams including solution architects, developers, partner developers, and QA, to complete all listed requirements in the SOW.• Managed relationships with customer success team, partners, project team, and customers from project kickoff, until deployment of the custom solution.• Developed Bridge custom development repository for all projects that had been completed to be used by customer success team to increase revenue by sharing our portfolio with customers.• Created change orders mid project to expand the scope of the original SOW, and worked with the project team to allocate resources and adjust the project schedule.

Developed training materials and knowledgebase for new web portal product. Trained internal users, customers, and partners on how to use portal for ordering new services, managing inventory, billing management, and user management. Supported all users of portal with technical issues, helping them to resolve issue, or submit bug reports and feature requests to development team. • Created courseware with a learning management system product to help U.S. governmental agency users learn the portal.• Formatted and rewrote user guide to be easier to read and understand.• Managed creation of knowledgebase and created all of the written content for the portal with links to the video content.• Worked with partner development team to identify partners for training that had the most involvement with the previous portal to get them to adapt the new portal and assist in training their clients.• Edited customized pricing, plans, and inventory based on each customer's contracted rates, and added new devices with new pricing as the mobile carriers would release them.

Managed full scale implementation projects from post sale, to go live. Train administrators on how to manage their document management system repository in the cloud. Instruct end users on the user interface of our product, and how to effectively upload, create new, and edit existing documents. Troubleshoot existing document population, and the most effective way to import the documents into the cloud. • Rescued troubled project where customer was ready to quit because a partner stopped communicating with them, which saved the customer and helped them to be excited about the product.• Efficiently moved project that had delayed on the customer's end forward to full implementation, which helped increase our subscription revenue.• Traveled to customer sites to troubleshoot document import issues, train the users, and provide floor support, which helps acclimate the customer to our product, and create a more successful go live.• Identified issue while at client site, where two of their major clients documents were not profiled correctly, which eased their mind and gave them confidence in my ability to quickly fix issues.• Used project management tools to create plans of action and get the customer involved, which helps the project run smoothly, and finish in the time agreed upon.

• Wrote articles to support knowledge base, which increased ease of use of products.• Volunteered for committee to restructure the training program for encryption technical support, which has been used as a blueprint for other internal training programs.• Developed both internal product trainings, and instructions on product use for customers, which improved understanding of products and their use.• Created new hire orientation guide for new technicians, which facilitated understanding of products, customers, and corporate culture.• Chosen to compose customer service trainings for technical support engineers, which aided in improvement in quality scores.• Managed case assignment and queue prioritization, which provided a more even work load for all technicians, and better service to our customers.• Trusted with customer escalations, which eased tension, and allowed for focused attention to quickly resolve the issue.• Mentored existing and new technicians in products, and procedures, which increased our ability as a team to exceed the customers' expectations.• Developed both internal product trainings, and trainings on product use for customers, which assisted in understanding how the products functioned.• Led both frontline and advanced teams and acted in manger role when manager was unavailable, which provided consistent leadership.

Project Manager/Programmer Programmed, and managed cross-functional teams on multiple projects for 1099 IRS returns. Effectively communicated with clients to achieve their projected goals and timelines. • Presented to team how to correctly obtain data from the client, and how to submit it to data center, which helped eliminate errors in client submitted data.• Improved run time productivity of jobs by 50% through team training on programming, troubleshooting, correct submission and management of jobs to finished-ready IRS returns.• Caught error in job data during test run, and worked with client to get datasets correct, which allowed the project to still run on production schedule and be mailed on time.Mainframe OperatorTroubleshot issues with job coding, and mainframe performance. Uploaded data through FTP transfers, and submitted jobs to run on mainframe. Acted as afterhours helpdesk for various clients encountering issues with sending data. Multitasked data management, inbound calls, and the needs of production.• Instructed project managers on how to check the mainframe for their jobs, which decreased their need to call in and rely on the data center for status updates.• Edited documents for procedures for mainframe operators to make it clearer, and to account for new software, which helped our team transition into new systems.

Handled day-to-day operations of agency, edited letters and email for agent, and served as office IT specialist.• Wrote simplified instructions on how to use software programs, which increased productivity of staff.• Organized staff desktop interfaces for more productive use by adapting to users’ preferences, which increased ease of use of software.