• Establish Business Process Design (BPD) schedule, identify workshop participants, define guiding principles, escalate risks and issues, ensure continuity across processes. • Identify where process maps already exist and where new ones need to be created. • Develop data driven presentations and business cases that provide analytical insight and recommendations on standardization and process improvement. • Lead the completion of detailed process maps and user stories that are required to deliver the value case for AMI. • Develop workshop materials, document workshop notes, resolve open items and create DPD documentation. • Identify, track, and manage key decisions, action items, and associated follow up. • Map acceptance criteria into product features; Coordinate with IT for technical acceptance criteria. • Provide support and guidance to product teams to better understand business requirements and acceptance criteria and ensure continued alignment of the to-be process with product development. • Support and participate in Agile Product Increment planning as needed.

• Managed software implementation & enhancement projects using Waterfall & Agile methodologies and JIRA, ensuring timely delivery and stakeholder satisfaction. • Played a pivotal role in providing comprehensive support throughout testing, launch, and post-deployment phases of projects, ensuring goals and objectives were achieved. Innovated and developed new processes to streamline operations and improve efficiency across departments. • Collaborated with cross-functional teams to implement system enhancements and optimize estimation processes for fiber projects by leveraging our company’s proprietary data, yielding remarkable results, including $1.8 million in labor savings and $413,750 in vendor cost. • Developed a structured challenge process for evaluating data post-launch to identify potential issues, opportunities, and insights for optimization and improvement. AWARDS• 3X recipient of 2020 Charter Appreciation & Achievement Awards

• Spearheaded the overhaul of the Sales new hire program, introduced mentorship and performance tracking initiatives for employes during their first 90 days of employment. • Provided extensive support for product launches, collaborated cross-functionally to ensure seamless execution and achievement of key milestones. • Implemented strategies to monitor and track KPIs through, identifying areas for improvement and taking corrective action as needed. • Implemented on-call resolution process for clients, utilizing extensive knowledge to influence and solve complex and diverse problems efficiently. Demonstrated ability to navigate challenging situations and provide effective solutions, resulting in improved client satisfaction and retention.AWARDS• 2019 Charter Appreciation Award Winner• 2020 “NE Spirit Award” for Mid‐Market

• Managed Inside Plant & Engineering projects using Waterfall methodologies and project management tools such as Clarity and JIRA. Successfully ensured timely delivery of project milestones and stakeholder satisfaction by coordinating project activities, tracking progress, and resolving issues effectively. • Utilized My SQL Workbench & Remedy BI to automate data analysis processes, resulting in increased customer satisfaction ratings. • Developed comprehensive job aids to document departmental processes, ensuring clarity and consistency in operations. These aids facilitated training and onboarding of new team members, leading to improved efficiency and reduced errors. Additionally, the job aids highlighted the team’s significance during the company’s acquisition process.

• Successfully revamped the new hire training program to enhance effectiveness and alignment with organizational goals, resulting in improved onboarding experiences, and employee retention. • Developed online procedural documents to standardize processes and facilitate easy access to information, improving operational efficiency and reducing errors. • Led a customer service team, ensuring prompt resolution of client inquiries and issues, resulting in an increased customer satisfaction rating. • Collaborated with cross-functional teams to implement client-centric strategies, leading to improvement client retention rates. • Established a comprehensive quality assurance program to track performance and ensure adherence to quality standards, driving continuous improvement and customer satisfaction. • Facilitated training content, ensured comprehensive understanding of organizational policies, procedures, and best practices. • Managed escalations form customers with complex or unresolved issues, providing timely and effective resolution to ensure customer satisfaction. AWARDS • 2003 Total Quality Service Award Nominee & Recipient• 2007 Employee of the 3rd Quarter

•Update tutor & training materials on the Syracuse University Learning Resource Center site•Interview, hire, train, & supervise federal work-study & temporary summer staff•Maintained online forms and information on the departmental website using Dreamweaver•Input time sheet hours & fees for payroll purposes for 100 + student employees•Ran billing reports for student-tutor services each semester to students and sponsoring programs•Maintain confidential information in departmental database & in paper files•Maintain online forms & information on the departmental website

HSD Provisioner & Dispatch Roles•Dispatch via two-way radio all field personnel including analog/digital cable, telephony, and high-speed data •Compile, schedule, assign, close, and print service and install work orders •Contact customers as needed to verify scheduled dates and rescheduled appointments if needed •Create/update training materials for cross-training purposes •Review nightly reports of digital cable, telephony and high-speed data open tickets to ensure they were completed within 24-hours and to maintain high levels of productivity and customer satisfaction •Randomly contact customers after a service appointment or installation were performed to verify their customer satisfaction. If needed, contact any appropriate internal department for any service or installation related issues•Route any open trouble tickets to the appropriate department to ensure follow up and resolution•Cross-train to handle escalation calls during high volume periods for additional support/coverage