Business analysis:• national-scale bakery’s order transaction website, with omnichannel integration with multiple companies and their systems.• re-design and re-implementation of a full-stack SaaS music platform and API-based solution for independent music companiesCybersecurity compliance and risk management• NIST CSF compliance management for a company providing small business loans• NIST CSF compliance and risk management for a large school districtIT consultation:• creation, improvement, and training of an internal customer service Jira application for a company providing small business loans.Project management:• law firm migrating to a new legal practice management system• pharmaceutical company building a new research facilitySoftware development:• website for cybersecurity nonprofit aimed at increasing access and education to technology for youth, minorities, and women

Business analysis:• national-scale bakery’s order transaction system, with omnichannel integration with multiple companies and their systems.IT Consultation• registration management application selection for a nonprofit fine arts camp

Deployed Digital Cookie 4.0 to 68 local Girl Scout councils nationwide.• Negotiated removal of potential $60,000 fee based on overages in consumer inquiries in annual contract for 24/7 support• Continued customer service and consumer lead roles• Migrated Digital Cookie from Zendesk to Salesforce Service Cloud• Participated in effort to align and standardize all GSUSA help desk processes and procedures• Advised on pilot with alternate software vendor for Digital Cookie, and created their customer service portal.

Deployed Digital Cookie 2.0 to 57 and Digital Cookie 3.0 to 62 local Girl Scout councils nationwide to co-implement this new methodology to grow membership, increase revenue, and ultimately enhance the entrepreneurial experience for girls.• Continued customer service lead role, added consumer lead role.• Supported full product lifecycle of Digital Cookie, encompassing everything starting from proposing and prioritizing enhancements, defining requirements, user acceptance testing, then going into production support including identifying trends and bugs, potentially testing fixes, etc. Deep subject matter expert.• Negotiated annual contract for 24/7 support, removing line item for potential $20,000 fee based on overages in mobile app inquiries.• Designed new customer service infrastructure utilizing two new customer service portals, Qualtrics, and the Zendesk case management system (certified Zendesk Support Administrator April 2017).• Co-created email participation funnel to significantly increase volunteer, parent, and girl participation in Digital Cookie.

Deployed Digital Cookie 2.0 by partnering with 112 local Girl Scout councils nationwide to co-implement this new methodology to grow membership, increase revenue, and ultimately enhance the entrepreneurial experience for girls.• Continued customer service lead role.• Devised proactive approach to contact users en masse with solutions for their current specific need in order to reduce necessity for individual customer service inquiries.• Enhanced customer service request forms to provide potentials solutions in order to reduce number of inquiries actually submitted.• Led team of customer service leads to restructure and significantly expand help pages, FAQs, and overall site copy to reduce the need for customer service inquiries.• Overhauled and refined internal, vendor, and council customer service training.• Negotiated annual contract for 24/7 support, removing line item for potential $60,000 fee based on overages in parent/girl/volunteer inquiries.• Created and managed budget of over $500,000.• Authored data cleanup implementation plan, with goal of up to 70% reduction in customer service inquiries.

Digital Cookie 1.0 revolutionized the iconic Girl Scout Cookie Program by adding a digital layer to transform the way 3.2 million girl and adult members sell nearly $800 million in cookies each year.• Managed team of up to 15 customer support representatives• Owned vendor relationship for 24/7 livechat support• Created investigative pathway documentation and email response template documentation

• Created website for an apartment complex.• Performed the data mining aspect of a doctoral thesis involving high school administration in New York state.• Designed application to automate process of discovery of "prior art" during the patent creation or infringement assessment process.

Time to refresh some skills and learn new ones!• Learned Python, Visual Basic, HTML5/CSS, • Refreshed C++, Unix/Linux

Migrated legacy TCL code to BPELs, with a focus on common code / reusability and maintainability while still implementing new solutions. Continued the design, implementation, and maintenance of run-to-run and derived data algorithms in BPELs in WebSphere Application Developer, utilizing XML and MQSeries to connect to various services or DB2 databases, resulting in continued reduced process variability and increased throughput and yield.• Implemented statistical process control calculations which corresponded a measurement back to a particular process chamber, determining the need for a process shift or a tool shift, with a predicted $10M in increased revenue due to yield increase.• Coded a statistical process control calculation for the reactive-ion etch, isolating the contribution of the etch itself from the incoming variations. ROI estimated at $1M due to previous scrap which would have been avoided due to the new protection.• Assisted in development and implementation of a single variable test fingerprint concept for the insulators sector, enabling better chamber-to-chamber matching which saved $25K per year in reduced engineering hours. Provided a projected 25 – 75% Cp improvement by aiding in process variability sector corrections, which was due to calibration drift of deposition conditions.• Trained 2 new team members, allowed for opportunities to address a request backlog while employing the influence of new ideas.

Designed, implemented, and maintained real-time run-to-run algorithms using measurement results from upstream and downstream processes for the chemical mechanical polishing, lithography, metals, reactive ion etching, rapid thermal process, and insulators sectors in a 300mm microelectronics facility. Designed, implemented, and maintained real-time algorithms to calculate derived data for statistical process control for these sectors. The algorithms were written in TCL using TclPro for the Catalyst application platform, and utilized XML and MQSeries to connect to various services and DB2 or Oracle databases. They reduced process variability and increased throughput and yield.• Designed, implemented, and maintained a real-time run-to-run application improving deposition time control in the insulator sector, resulting in cpk improvements of up to 137%.• Designed, implemented, and maintained a real-time derived data application calculating an offset for measurement system matching (see US patent 7318206).

Redesigned and developed the Integration Test’s 'Bookstore' web application in Java to comply with J2EE standards while working as a team with two other interns.• Designed and developed model perspective of the new Bookstore application, effecting compliance with new J2EE standards.• Increased function and load testing of z/OS by designing and developing a new credit card extension to the Bookstore application.• Gained experience with WebSphere Application Developer, DB2, MQ, Java, SQL, and z/OS.• Caused greater unit productivity by coaching other developers on test-first agile development with EasyMock and JUnit.

Used Trimble GPS hardware in field data collection to locate meter coordinates of high-demand customers.• Became proficient in using ArcView and RouteSmart, software programs dealing with GPS information and map-making. Created new maps of high-demand business customers for more efficient meter-reader routes.• Used SQL in Microsoft Access to create reports corresponding business location, size, and various other data to maximize profitability.