- Tactical & strategical lead overseeing our implementation team while working on a seamless client delivery in SaaS industry. - Assess, plan, and execute operational initiatives to establish process improvement and team efficiency- Continued iteration on service delivery models to ensure clients receive exceptional service and support- Partner with senior leadership to provide consistency across both the product and client experience- Coach, mentor, and leverage team members while guiding continued career growth and job satisfaction

• Created proof of concept for many process & product improvement deficiencies - including stakeholder analysis, risk management, design solutions, and operational framework.• Company Core Value winner for "Moving Forward: Focus on the opportunities ahead, and in making our vision a reality - starting with a bias towards action and delivering results• Elevated to lead the IM team in building relationships with leadership and product teams for continuous improvement and to be a change agent. Performed managerial duties as the senior agent.• Partner with Account Executives during sales cycle to serve as a software SME and assess risk / feasibility• Trusted to revamp and lead the implementation efforts for our Enterprise client base which was previously deprecated• Spear-headed implementation broker-partner channel client initiatives including process improvement and team leadership• Same end to end delivery responsibility as the Implementation Manager role but with the most complex, most visible, and highest churn risk clients

• Top performer in the Implementation organization (out of approximately 65 employees) in key metrics like Implementations completed, quality scores (NPS Surveys), and Lives (company revenue) for multiple years before moving to a management and product expert/advisor role• Simultaneously implemented up to 35 clients with up to 250 employees each• Called upon as an SME to discuss continuous product and process improvements, re-design, trainings, and feedback for innovation and improvement. Continuously coach and mentor peers on product and process.• Same end to end delivery responsibility as the Implementation Manager role but with the most complex, most visible, and highest churn risk clients

PMP Certified Project Manager.- Principal Project Manager of Fiscal Year rollover processes for all FedTraveler.com government clients. Initiated taking over this role which was previously handled by multiple people and have solely completed 4 fiscal cycles.- Lead PM for NASA software transition: Planned/led customer meetings, created schedules, tracked issues and risks while managing customer expectations- Managed and lead diverse virtual teams across a functional organization structure for clients including Department of Commerce, Pension Benefit Guaranty Corp, United States Patent and Trademark Office, and more.- Maintained and optimize project documentation through creation of database scripts, testing, and validation, as well as standardization of overall process documentation. - Successfully have completed 10+ projects (6 months or less) on time and scope while managing customer and HP needs.

- Managing SME account administrator for entire HP E-Travel Team including granting/removing levels of user access to customer data within numerous software applications. - Articulate HP capabilities and develop mutually beneficial solutions to address initial client issues and impacts. - Develop processes for major system changes to meet client needs, while increasing revenue and software efficiency. Processes include documentation creation, cost estimates, configuration, testing, and verification.- Collaborated internally to develop and maintain FedTraveler.com user manuals, including the Help Desk Guide and Business Process Reengineering guide- Volunteered for external account projects within HP, including new software testing (HP Service Manager). Quickly became the lead and POC for the team for the remainder of the project.

Lead generation and advanced analysis using available web based software for a Fortune 500 company. Successfully identified and profiled over 3500 potential new accounts with over $250M in annual revenue. Led to 20+ executive meetings within 5 months. Worked on an "on-demand" basis.

Risk assessment, research, and data analysis using available GIS software. Utilization of DHS rapid visual screening software. Manage back-office IT functions. Work on an "as needed" basis.