• Change Management: Guide employees transitioning between retired and modern tools; provide input on service management project plans to include change management planning and the voice of the customer.• Learning Design and Development: Creating training plans and sessions based on end-user needs and technology roadmaps.• Learning Delivery: Delivering technology training via webcast or in-person.• Consulting: Meet with internal clients to understand their business and collaboration needs and recommend appropriate technologies and technology use.  • Partnership: Work with internal service managers to understand and influence technology roadmaps.• Analyzing user feedback: Research via surveys, interviews, metrics or other sources.• Customer Support: Troubleshooting with customers, finding creative solutions for their use cases.

Working as a freelance writer and contributor for How-to Geek.com - offering my views on a variety of Microsoft collaboration tools as well as how-to tips and tricks.

Provide consultations to consumers and businesses on collaboration solutions for their respective environments.

Provided customer service and support to the UCLA Health Credentialed Trainers during the team's implementation of Epic and ClinDoc.

• Created Microsoft product website on SharePoint with web pages for each application containing known issues, update calendar, training links, and more• Managed a Viva Engage community for enterprise-wide communications; monitored success factors and KPIs via surveys after each training session• Created content and training for new hires on steps to most effectively use Microsoft 365 applications and first steps• Managed ServiceNow knowledge base articles that integrated into Teams via chatbot API

• Onboarding and Implementation: Guided users through implementation of Microsoft 365 collaboration tools by providing hands-on training and support, ensuring customer adoption and success post implementation • Customer Support: Acted as the primary contact for customer inquiries related to product questions, managed the technical support team and ensured incidents were resolved in a timely and accurate manner • Feedback and Advocacy: Acted as champion of the users and ambassador of Microsoft 365 collaboration tools, capturing and sharing feedback to Collaboration Manager with steps to improve experience for users • Collaboration: Worked closely with the network security, administration, technical support, engineering, and leadership teams to ensure alignment in the support of tools across the organization • Proactive Engagement: Monitored customer usage and proactively reached out to address potential issues and opportunities for growth

• Onboarding and Implementation: Worked with project and relationship management teams on guiding approximately 150 financial institution customers through multiple online banking platform backend and interface updates, including integrations of Mint and other APIs• Customer Support: Acted as primary contact for customer product questions or issues, coordinated with the customer care teams to resolve incidents in a timely basis and to customer’s satisfaction

• Feedback and Advocacy: Co-created a central dashboard called “Upgrade Central” with tasks customers needed to complete ahead of implementations, captured feedback from customers on blockers ahead of implementations, and success stories after, ensuring the upmost in customer success• Training: Provided training to users with examples of what their users would experience post implementation and integrated technical leadership as needed • Collaboration: Worked with project managers, relationship managers, customer service teams, and all leadership in preparation of action steps for customers to ensure implementation success

• Onboarding and Implementation: Guide new customers through the onboarding process and ensure they understand how to use the product effectively• Customer Support: Act as the primary contact for customer inquiries, providing timely solutions and support• Feedback and Advocacy: Capture and share customer feedback, advocating for their needs within the company• Proactive Engagement: Monitor customer usage and proactively reach out to address any potential issues or opportunities for growth• Collaboration: Work closely with other teams, such as sales and product development, to ensure a seamless customer experience

• Implementation: Coordinated integration of calendar API on website that synchronized reservations from our site’s calendar to calendars on hotels.com, reservations.com, bookings.com, and others; updated multimedia on the website to include newer property pictures and videos; put together emailer campaigns ahead of launch per requirements of the owner, management, and web developers • Customer Support: Acted as the primary contact for project-related inquiries, provided solutions and support as efficiently and effectively as possible• Proactive Engagement: Monitored API traffic and success of product post launch with the web development team, kept leadership and customers informed of any roadblocks or issues• Collaboration: Throughout each process, steps were documented and tracked as well as KPIs to ensure customer success, satisfaction, and streamlined user experience

• Onboarding & Implementation: Streamlined collaboration across company by updating hardware and implementing Microsoft Office suite, updated company website to integrate with CoStar real estate management system, trained support staff on newly upgraded technologies per owner’s needs• Customer Support: Acted as primary contact for technical and product-related IT questions and issues, worked with internal IT teams and provided quick, effective resolution for users• Feedback and Advocacy: Proactively collected feedback from users and shared with leadership about user’s needs based on feedback and KPIs• Proactive Engagement: Organized and led alignment meetings with leadership and users to address any potential issues and share opportunities for growth or upgrades• Collaboration: Worked with technical support and other leadership members to ensure a seamless customer experience by staying up to date on the newest and best options available in the IT space