Ensuring current and future clients are provided the support needed to achieve maximum value through Continuous Improvements, Product Offerings, and Project Management.

• Led a team of 70+ (employees & contractors) to solve customer problems. - Led a team that enables residential Entergy customers to self serve via Mobile (AWS) & Web (Salesforce), along with give our customers the option to call an agent and receive support (Salesforce). - Led a team to enable our Commercial & Industrial Entergy teams with customer knowledge which helps them achieve sustainability and carbon emissions goals - Led an operational team to support the business by prioritizing broken features first and then focusing on small efforts that can produce major value add functionality gains.• Created, maintained, and executed roadmap items that focus on achievable value. - Partner with the business to create and drive short and long term goals focused on value. - Resource plan to ensure our team is aligned to support roadmaps but also ensures it provides career path opportunities.• Built a team that is focused on eliminating waste and has a passion for delivering solutions. - Hired more than 40 team members since joining the team. - Continue to focus on delivery by working in an agile manner. - Continue to focus to working on value add by obtaining over a 50% reduction in break/fix (Incident tickets). - Established our team as the owner of the customer, by implementing processes to ensure any change does not impact the customer.- Created and executing communication processes that ensure IT and the business understand customer impacts (negative & positive).

• Led a team of six focused on customer centricity, continuous improvement, and inclusion/belonging. - Established processes for different types of projects, eliminating one size fits all thinking - Created RASCI’s to provide role clarity - Eliminated manual creation of reports by automation - Realized headcount reduction through process efficiency gains - Built and executed upon a three-year plan• Appointed as the Agile Lead on the Transformation team leading continuous improvement activities for IT. - Developed a standard for how to execute agile projects - Developed an Agile RASCI which drives agile governance standards - Implemented an IT wide decision-making guide which standardized how IT drives results - Led a project submitted to the CEO continuous improvement challenge• Incorporated lean principles to improve project execution. - Developed project tailoring to adjust project governance - Implemented financial and projects reports that provide value - Modernized our governance tool to provide a better customer experience• Revamped the communication strategy, by going from email support, to ServiceNow, utilizing tools such as Workplace to get updates to our customers. - Closed over 2500 tickets in ServiceNow - Held our partners accountable for ensuring their teams receive communications• Created cross functional focus groups to better understand how work gets done. - Own task force discussions to document integration points - Build and execute upon plans to drive cross team continuous improvement - Built a tool for leadership to track CI activity across teams

• Development Leader of 18 global GE Employees and vendors, which included training, career building, and providing the tools needed for our team to be successful.• Demand Manager, who prioritized all customer facing application enhancements for internal and external GE customers.• Moved the customer from SF to SNOW, delivering all critical customer requirements.• Established development methodologies on the team, such as Agile, DevOps, and ITIL which enabled our team to deliver enhancements every two weeks.

• Led a global team of 40+ to shutdown multiple data centers around the world resulting in millions of annual savings a year. This was per a company-wide direction to move all data center support to third-party vendors. • Created and presented the strategy and status for all current work to the GE Healthcare CIO on a weekly basis.• Established an agile mindset for executing our server moves by having daily stand-ups and retrospectives after every infrastructure move from one data center to another.

• Managed demand for ServiceNow that ensured agile development was approved, tested, and implemented in a global environment. • Led B2B Integrations for the ITSM Streams of Service Request, Problem, Change, and Incident with ASPI, HP, IBM, CenturyLink, and other GE Businesses.• Led global daily meetings concentrating on scope change, status updates, risk/issues, and team building exercises.

• Ensured process improvement for Environment Management• Created Business, Functional, and Technical Requirements that are reusable • Member of several task forces responsible for improving processes for Business Analyst, Environment Management, and Project Management• Scheduled and ran meetings to lead conversations on requirements and process improvement• Kept commitments for process improvement tasks

• Managed several projects concurrently including HealthCare Reform Projects and Mandates, a BCA Mandate, and company incentive projects• Created and maintained project plans using Microsoft Project 2010• Managed project team members and ensured that they were on task• Organized project documentation through SharePoint and informed team members where to find and store documents through a communication plan

Created Change Management documentation for the IT Desktop Support Team and helped the team implement and understand the processWas the Project Manager for the VDI rollout project. I ran a weekly meeting, emailed updates to all teams involved, and made sure Desktop Support was ADLC compliant.Was the Project Manager for the SCCM Project. I ran a weekly meeting. I requested the project through Planview. I created requirements, received approvals, and helped build timelines for the project.Led the Laptop Refresh 2010 Project, which involved creating project time lines, defining requirements, leading weekly status meetings, rolling out laptops, and assigning roles and responsibilitiesTop technical ticket closer throughout my BCBSLA careerCreated Requirements for the Asset Inventory ProjectMaintained and administered CA DSM Asset Management Was able to understand what the business needs were for asset inventory, and was able to produce daily reports in CA DSM Asset Management to ensure quality software deploymentsDaily interactions with customers through technical support via phone, email, and in person Helped create and participate in test plans for Software Deployment, VDI roll outs, and hardware rolloutsCreated numerous knowledge documents for use by Service Desk, which enables efficient serviceResponsible for troubleshooting all software and hardware problemsWorked in a team environment to solve IT related questions via a ticketing system

BlueCross BlueShield of Louisiana - Baton Rouge, LAObtained documents, clearances, certificates and approvals Assisted various business groups with document organization and dissemination during acquisitions Analyzed departmental documents for appropriate distribution and filing Highest Service Desk close count for entire career

BlueCross BlueShield of Louisiana - Baton Rouge, LADeveloped knowledge documents to help others troubleshoot more efficientlyProvided onsite training. Issued license codes to new and existing customers. Provided IT support to non-technical personnel within the business. Managed call flow and responded to technical support needs of customers. Identified and solved technical issues with a variety of diagnostic tools.

Developed knowledge documents Offered a solution to migrate all PCs onto a single password for the local admin accountThis department had access to use the IT Field Support Team at LSU, but decided to hire me to be their only IT EmployeeProvided daily schedules to the staff on what appointments I had scheduled with customers Repair and upgrade hardware and software for PC systemSet up user accounts, regulate and monitor file access to ensure confidentiality and proper useDaily interactions with customers through technical support via phone, email, and in personWas the only support for 80 company computers and users

Provided IT support to company personnelDisplayed courtesy and strong interpersonal skills with all customer interactionsResolved customer issues in a clear, courteous, and straightforward mannerResolved problems with malfunctioning productsTrained new employees and explained protocols clearly and efficientlyFollowed up with clients to ensure optimal customer satisfaction

Ran CAT5 and CAT3 WireUsed the Cat5 to connect RJ-45 Jacks and Cat3 for RJ-11 JacksPunched down CAT5 to a patch panel and laid down CAT3 on a phone blockRewired Touro Hospital in New OrleansSkillsITIL Problem and Change Management, Windows XP, VDI, Asset Management, Documentation, Windows 2003 Server, Network Operations , Microsoft Office 2007, Microsoft Outlook 2007, Computer Repair, Customer Service, Crystal Reports 11 r2, CA DSM, Windows 7