IT and operations executive with a passion for leading IT-enabled business transformation. Specific focus on customer service and customer support operations. • Delivered award-winning global customer service to a digital media company. Launched online customer service; multi-channel contact management; and follow-the-sun global infrastructure and processes.• Allowed a $400M P&C insurance business to survive a competitive onslaught by overhauling entire IT application suite and organization including policy administration; claims; billing, finance, and BI systems. Introduced technology required for transition from processing to contact center business model.• Enabled global expansion of major New York law firm by architecting and delivering world-wide document management and network platform.Industry background: property & casualty insurance, digital media and online information services; legal services.Style: energetic; positive; collaborative; level-headedSpecialties: Business and vendor relationship managementChange managementProcess and business analysisPMO\program management\project managementIT team building and retoolingThird party solution identification and implementations including call center technology, knowledge management, CRM, document management, eCommerce.