Customer Service Portal:• Implemented a customer service portal for 15 service agents including soft phone integration, e-mail routing, social media monitoring, case management and a knowledge base• Developed workflows and validation logic to drive business rules and organize processes • Created a custom booking page with an XML API interface to our back-office software using APEX and VisualForceShipforce Platform:• Designed high-level functional requirements and data model• Created RFP for a force.com platform shipping operations system• Screened proposals from Salesforce consulting partnersWebsite Redesign:• Led efforts to redesign the FGX external website including content, layout, functionality, user experience and back-office integration• Managed web-design company and freelance graphic designer to go from concept to production in under 30 daysFulfillment Analytics:• Created an in-depth reporting package for an online art auction house detailing their target customer segments, historical success, and potential friction points in their fulfillment workflow• Utilized geo-data processing tools to map the distribution of art buyers and sellers; this analysis resulted in a re-design of the fulfillment workflow to better target pockets of international business

Oil & Gas Client:• Owned a suite of economic loss Excel models used by 600+ accounting analysts to process over $8 billion in claims• Designed and administered a SharePoint environment used by 200+ analysts for document collaboration, task scheduling, and expense reporting• Created strategic business intelligence dashboards used by the internal executive team, and client teams to gain actionable insights on the state of the claims program, which led to major policy reform and process improvement• Developed an automation package to process large claims which saved over $10,000 in per claim processing costsMortgage Servicer Client:• Built and maintained the data extraction, transformation, loading, and reporting processes for a 75,000 borrower claim program• Developed a Microsoft Access tool with a SQL Server database back-end to facilitate the review of borrower complaints• Conducted analyses to categorize the mortgage loan population via data distilled from the mortgage servicer’s ERP platforms, Department of Justice data, and bankruptcy dockets which led to over $5 million in penalties paid to borrowers• Determined risk ratings for the population of 75,000 home loans and segmented it into various harm categories resulting in a $100+ million settlement between the regulators and the mortgage servicer

• Led the only university team in the mainstream (4-passenger) class of the Progressive Automotive X-Prize competition to a top ten finalists position• Directed a team of 75+ masters and undergraduate students through long-term organizational planning, resource allocation, and asset management• Secured financing to fulfill the fundraising goal of $300,000 through outreach to corporate sponsors and alumni donors• Motivated the team through the many delays and setbacks across the conceptual, design, and execution phases of the project, all while ensuring alignment with overall vision of the X-Prize Foundation

• Created a refurbishment process to service generator slip rings of the 1.5MW wind turbine fleet• Implemented a generator design change to correct a safety hazard• Led the team’s project tracking efforts by updating task statuses and coordinating deadline changes

• Debugged the product, managed tickets, and reported back to leadership• Maintained and improved the digital content available for product demos, tradeshows, and partner meetings• Setup, repaired, and troubleshooted severs and workstations

• Built and maintained company website• Setup local network and configured accounting software• Pulled garment orders from the warehouse• Packed, shipped, and tracked customer orders

Supported Cornell University's faculty, staff, and students with their daily computer troubles. This included e-mail support, networking and printer help, as well as supporting a variety of other products and services.