Responsible for the services organizations’ strategic direction, employee engagement and operations for Macro Helix• Motivates teams to deliver a superior customer experience resulting in consistently attaining 90% or higher satisfaction ratings which effectively improved customer satisfaction scores by 15%• Leads a team of ~95 people providing support and services to clients in the healthcare industry• Crafts the business strategy and leads operations concentrated on enhancing the customer experience • Restructured operations and drove data-driven process improvements producing a 50% reduction in average resolutions times and improved quality by 20% • Represents executive leadership during sales meetings by evangelizing our products and services to new customer prospects as well as existing customer renewals• Transformed our auditing services to be a key differentiator from our competitors and positively impacting growth and retention• Proven track record of creating valued cross functional partnerships that delivers business impact and growth• Maintains full accountability for a multi-million dollar operating budget • Founding and national board member for the ABILITY employee resource group focused on empowering and connecting people with disabilities and caregivers

Leader responsible for developing the strategic direction, forecasting volumes and resources and executing the support model for advanced customer scenarios on ~30 consumer products in 10 languages.• Successfully recruited, developed and retained a highly engaged and high performing team that were recognized among peer groups and achieved industry leading engagement scores (90 and greater)• Managed a globally dispersed team of ~200 people (20 employees and 180 vendors) • Designed and implemented a high-volume consolidated global escalation support model for all areas of advanced level support based on key customer scenarios with a focus on customer experience• Led an efficiency project which resulted in a 45% savings from the previous year for vendor budgets with no reduction in resources• Collaborated with key team members to align teams and develop global processes which were rolled out in 10 languages across strategic growth markets based on the user base percentages and growth markets• Decreased response times from 24 hours to 30 minutes with no additional resources by implementing processes improvements for high-priority and executive escalations• Consistently achieved customer satisfaction targets of at least 75% for escalated cases, decreased volume by 40%, and reduced average handling time by 15%• Mentored and coached team members resulting increased rewards and recognition for the team as well as improved engagement scores above the Microsoft average • Maintained full accountability for a $20 million budget

Built and managed a global escalation team comprised of ~65 people (5 employees and 60 vendors) with accountability for developer and consumer support for the Windows Store. • Designed and implemented a baseline for onboarding and integrating a common support strategy for additional marketplaces and products, including Microsoft Office, SharePoint, O365, Skydrive (Onedrive), Skype, and Windows Phone.• Oversaw forecasting and management of a $7.3 million budget for global Marketplace vendor teams and indirectly managed the regional teams responsible for the remaining portion of the $10 million budget• Delivered process improvements which resulted in a reduction in minutes-per-incident of less than 15 min for issues reported within the product and under 40 minutes for non-technical developer issues• Consistently achieved over 73% customer satisfaction with support and 8% or less in customers not satisfied• Participated in the cross-functional Policy and Application Review Council (PARC) to review and enforce Windows Store developer policies and support issues• Managed escalations for key marketing initiatives as part of the Friction Reduction, Improvements, Escalations and Support team (FRIES)• Earned the Great People Great Performance (GPGP) Award for delivering the T3 support model for Windows Store (FY12Q4)

Directed a team of six project managers and 12 engineers with accountability for product launch deliverables and implementing processes and operations to turn around underperforming and inefficient products.• Collaborated with cross functional teams on project tasks, product launch goals, product roadmaps, and overall program status • Led the development and deployment of the TI Education Technology’s TI-Nspire™ product family, from initial conception to the market launch.• Directed program teams in the launch of up to 38 products per Back-To-School release, accounting for approximately 80% of the sales revenue for the total business• Managed a $3.5 million budget for the software development teams and oversaw software configuration and integration, which resulted in a 28% improvement in product quality and a 40% decrease in the issues related to failed requirements• Managed the processes and procedures for: program definition, program budgets, change control, customer feedback integration, configuration management, and lessons learned• Implemented software security enforcement and licensing entitlement on all TI-Nspire™ software products and spoke at a leading software security symposium on program management for software products

Provided leadership and management to a team of 12 supervisors and individual contributors in the areas of Desktop Support, Windows Applications, and the IT Project Management Office (PMO). Managed IT operations and support functions for the Education Technology Division, maintaining primary accountability for systems infrastructure and ensuring the availability of essential mission critical systems.• Oversaw the support of 49 applications for the Education Technology Division and developed a projects governance committee composed of six business units and three central operations leaders• Managed a budget of $1.5 million for hardware, software, and maintenance purchases. Regularly reviewed for cost savings opportunities through leveraging existing tools, optimizing maintenance agreements, and streamlining architecture• Directed IT and Web project management efforts for a portfolio of toolkits, templates, standards, and methodologies and defined strategies and scope for product activation, licensing, product distribution, and sales• Selected as one of 18 individuals for an elite leadership training program