Supporting the VA as the Secretary of Veterans Affairs’ Customer Experience (CX) insight engine and a shared service to partner with, support and enable VA Administrations and Staff Offices to provide the highest quality CX in the delivery of care, benefits and memorial services to Service members, Veterans, their families, caregivers and survivors.

Develops and communicates vision, creates training strategies, and manages teams and daily operations of a Role 2 medical treatment facility providing emergency, patient hold, dental, behavioral health, laboratory, radiological, and evacuation services. Ensures capability management through acquisition of robust medical supply, including pharmaceutical and blood products, and regular equipment services. Engages with community stakeholders to promote public health protocols and garner support for health initiatives.

Plans, monitors, and coordinates medical logistics operations to supported units within the Division or Corps Support Area. Ensures adequate and timely acquisition and distribution to assigned units. Tracks status of all stocks, critical shortages, and status of systems to supported units. Through integration with Support Operations staff, provides planning, direction, and coordination for medical equipment maintenance, formulary supply and resupply, blood management and distribution, medical gases, and optical lens fabrication and repair.

Assisted in developing the state of Tennessee's response to the COVID19 pandemic including the establishment of testing sites in 38 rural and metro counties, testing events in partnership with the Departments of Health and Corrections and local businesses, and staffing of Alternate Care Sites. Directly managed and mentored a staff of 32 individuals that planned and executed operations for the Tennessee National Guards Medical task force consisting of over 250 medics, providers, and support personnel. Our joint efforts resulted in over 170,000 Tennesseans tested in a 4 month period.

UXD consultant for a Memphis-based meal kit startup transitioning from a food service orientation to a social platform that leverages the passion and gig economy.• Synthesized qualitative and quantitative user research results to develop initial social features proposals and define the product roadmap. • Developed web/mobile platform user flows, wireframes, mockups, and prototypes for a strategically phased end-to-end journey moving from service to social model.• Facilitated user experience design decisions through workshops, presentations, and user stories to a remote team of 5 developers.

Manages day to day operations of a field hospital, equivalent to an urgent care facility, to include treatment, ancillary services, and evacuation oversight, logistics planning, and training plan execution. Plans, manages, and executes maintenance and accountability programs for ambulances and specialty medical, dental, and laboratory equipment. Contributes to process creation and SOP development.

Strategically plans and executes methods to achieve medical coverage goals for the Tennessee Army National Guard ensuring Soldier medical readiness, medical staff productivity, disaster mitigation, and emergency medical care. Serves as the principal advisor to commanders at all levels in the areas of field medical operations and evacuation. Directs and coordinates staff functions pertaining to health services plans, operations, intelligence, security, and training. Develops and coordinates patient evacuation support plans; coordinates health service and support plans including medical logistics, automation, patient tracking and treatment for the brigade; monitors medical troop strength, training, and organization for mission accomplishment.

Developed change strategies for Fortune 500 pharmaceutical companies and non-profits ensuring employee adoption of client strategic initiatives ranging from ERP implementation, mergers and acquisitions, or organizational restructures.• Designed Adoption Toolkits illustrating step-by-step processes to ensure business value creation and successful implementation at the change agent level. • Conducted current state assessments to develop change journeys that best facilitate the adoption of new internal processes, reorganizations, and role definitions. • Planned and executed communication strategies and training curriculum against project timelines.

Product manager for OhSnapp, a social and human resources application to help businesses hire based on cultural fit. Contributions include product vision and roadmap, commercialization strategy and competitive landscape analysis.• Created and executed customer focused research initiatives to identify market opportunities, improve user experience, and prioritize key feature development for product innovations. • Created a data driven product roadmap utilizing key performance indicators (KPIs), tasks, and other metrics to streamline MVP development using agile development principles by building, testing, and incorporating feedback.

Designed and implemented all professional assistance programs in the Career Services Center (CSC) including development of graduate career strategies and building strong, collaborative relationships between employers, students, and the college.• Mapped hiring seasonality using historical CRM data resulting in a 10% increased monthly partner business internship participation.• Grew business partnerships by approximately 15% within the first four months creating high quality and diverse opportunities for graduates.• Developed the college’s first customer focused leadership initiative including workshops, professional speakers, and volunteer opportunities increasing the positive image of the college in the local community.

Managed ground medical evacuation assets for over 4,000 persons from a point of injury to higher echelons of care. Directed security solutions to ensure the safety of over 2,000 Soldiers and contractors working on FOB Warhorse, Iraq. • Spearheaded concept designs, staffing allocation, and medical logistics fielding for potential mass casualty scenarios. Led multiple training exercises to solidify procedures for healthcare providers and key stakeholders. • Accountable for the training and livelihood of over 30 medics and 9 specialized providers, and over $5 million dollars of specialized medical equipment with zero losses.• Oversaw a $2 million security contract and brokered $1 million in security improvement initiatives including upgraded equipment and remodeling of entry/exit points resulting in 20% increase in operational efficiency. • Assigned as special project officer to reduce backlogged administrative and legal actions by nearly 75% within one month of appointment by designing a new tracking and accountability system within the human resources department.