• Manage studio budget across multiple active projects as well as IT, ensuring accurate visibility into forecasted spend and adherence to budgetary targets• Established and managed processes with game Development and Legal teams to create pipeline for locating, contracting and on-boarding of co-development/staffing augmentation studios• Established recurring Project Status Reporting process with project leadership and studio executive leadership to ensure recurring communication of status, successes and challenges of all projects• Worked with infrastructure team to establish strategic roadmap and review cadence with studio technical leadership to validate initiative priority and receive sign-off on direction

• Led a team of 4-6 Principal Software Engineers responsible for core infrastructure, tasked with 99.99% uptime• Worked with department senior leadership to plan, create and implement team KPIs and led rollout across entire organization• KPIs led to a decrease in code review time from 24 hours to 8• Implemented story points on the team, leading to team consistently achieving 80%+ of committed tasks

• Manage multiple simultaneous software development projects through entire lifecycle, with a total annual budget of over $5 million USD• Allocate project resources across multiple locations and external contractors while ensuring adherence to timeline and budget• Decreased average project timeline from 9 to 6 months, while increasing quality of product• Established, implemented and improved upon live operations tasks, decreasing monthly deploy outage from 8 hours to <1 hour

Contract Project Manager for IBM• Manage multiple simultaneous software development projects through entire lifecycle, with a total annual budget of over $5 million USD• Allocate project resources across multiple locations and external contractors while ensuring adherence to timeline and budget• Decreased average project timeline from 9 to 6 months, while increasing quality of product• Established, implemented and improved upon live operations tasks, decreasing monthly deploy outage from 8 hours to <1 hour

• Served as Agile ScrumMaster for cross-functional development team, leading them through entire systems development life cycle.• Aligned feature roadmap to needs of Customer Service organization and launch milestones of Zenimax studios, ensuring new support features in place for product launches• Achieved 95% uptime SLA while balancing team focus on new feature development and resolving bugs.

• Implemented Workforce Management software processes, leading to a 10% increase in agent utilization across department.• Facilitated restructure of career path for customer service agents, reducing task overlap.• Created new role of Senior Agent, establishing metrics for eligibility and success within role.

• Directly managed 32 customer service representatives• Improved upon existing internal hiring processes, decreasing timeline by 33% while increasing quality of candidates in the final round of interviews• Led team to an overall 7% in average Customer Satisfaction scores, improving their ranking in the department from 22nd to 5th

• Managed between two and three teams of 32-80 customer service representatives• Decreased AHT for my team by 1 minute, 30 seconds while increasing Customer Satisfaction by 3%• While in the Billing and Tech department, improved team from lowest scoring, based upon AHT and Customer Satisfaction, to #1 for a month, before leaving the department• While in the In-Game Department, led team to 16 consecutive weeks of #1 performance in the department as judged by FCR, issues/hour and customer satisfaction scores

• Oversaw day-to-day performance of multiple teams of 10-30 Game Masters of varying responsibilities, providing guidance towards improve their customer satisfaction and productivity scores• Served as conduit between needs and concerns of the team and directive from manager, distilling high-level concepts into actionable results from the team and presenting ground-level issues in a usable package for management• Assisted in creation and implementation of hiring process for new Game Masters, helping to move recruitment in-house, thereby eliminating the overhead cost of outsourcing the process• Maintained constant communication with Team Manager to provide personal support for representatives • Functioned as subject matter expert to team for policy decisions and guidelines