IT Functional Partner for Service Applications focused on simplifying the customer experience and increasing customer loyalty. Working to improve customer service operations by reducing call volume, wait time and customer abandonment with leading knowledge/case management and call routing with Salesforce, Nice InContact and Zendesk service applications.

• Led global rollout of Salesforce service cloud for product support, customer self-service, knowledge base, and ticket tracking. Significant accomplishments include a Zendesk to Salesforce migration and Salesforce to Salesforce Org migration. • Implemented Nice/inContact (NIC) telephone automated call distribution system for multiple customer centers to reduce abandoned phone calls, resulting in significant sales increases and improved customer service. • Project manager for separation, merger and acquisition initiative, Responsible for the domain, instance management, SAAS licenses, middleware integrations, configuration and development, GDPR data privacy, security and user acceptance testing of numerous applications.

• Managed support teams for multiple websites, customer portals, extranets and employee SharePoint. Led team of onshore and offshore developers and call center help desk agents. Developed “KanBan” dashboard for managing support tickets which involve triage, review, prioritization, development and deployment.

• Managed the development and administration of concurrent projects for the distribution channels in the HVAC industry utilizing on-shore and off-shore development teams. • Initiated and developed mashup website solution to provide information about equipment history, developed the Model Number Lookup by Serial Number application, which connects over 15 data sources and dynamically displays data. This is the 2nd most used web application within the Trane Extranet with 40k uses per month.• Designed and led development of a content management system that displays multi-language literature.• User Interface project manager for a corporate strategic initiative, Trane Intelligent Systems, which is vital in shaping the global services business. This HVAC Internet of Things initiative enabled remote equipment monitoring and predictive maintenance analytics. Developed strategy and implemented methodology to automatically collect and process millions of data records per day, identifying performance exceptions at customer locations which result in significant energy dollar savings. • Project managed development of IntelliSurvey and Air System Modeling applications which simulate air compressor usage and provide energy saving recommendations to customers.

• Led and managed projects building web-based applications for internal and external customers, setting deadlines, assigning responsibilities, monitoring progress and reporting to project stakeholders. • Project Manager for MyTraneControls.com, the first ecommerce site for Building Control System owners. Site enabled credit card transactions, sales tax calculations, Points Bank accounting system, online training courses, webinars, and online literature sales. • Primary subject matter expert for all National Service Accounts extranet websites within Trane. Designed the architecture and managed data integrations between different systems and vendors, allowing customers to trade sales information, track inventory, exchange orders, invoices and detail service job status. Integration technologies included web services, WebMethods, Vitria, XML, SQL Server XML and EDI. • Project Manager for creation of https://ww.asdealernet.com and https://mybuilding.trane.com.

• Project manager for the deployment and conversion of anti-virus software on 7,000 computer workstations and servers. Implemented a corporate wide email content scanning system. Managed PKI data encryption deployments and Y2K disaster recovery and security planning.• Gartner Group Information Security Best Practices group financial sector representative specializing in email content scanning and virus protection.

• Grant manager for project that consolidated three separate public sector telecommunications networks into a single enhanced TCP/IP network. Enabled Tennessee to be the first state in the U.S.A. to put an Internet connection into every public school. • Developed, designed and implemented the first internet database for TN industrial real estate and a product match system linking high-tech Tennessee manufacturers with Tennessee purchasers.

• Project Manager, developed the Tennessee Quality Award program, recognized as the most successful state quality award program in the U.S.A.

• Managed the Community Energy Partnership (CEP) helping thirty-one local governments identify energy-saving opportunities through energy accounting software providing annual savings over $2.5 million dollars. Nationaly recognized for developing an algorithm to identify energy savings opportunities. Administrated Department of Energy Grants.