Driving and enabling outreach process to deliver predictive ML models with impact KPIs and $ savings in the reduction of customer attrition. Building power BI dashboards over 600 users across multiple global domains of customers at risk with visuals and drill down analytic of performance delivering +$14m annually. In addition, ETL data quality lead Snowflake cloud and new AI ML tools usage with Agile product owner role for new projects and backlog prioritization.

Working with internal teams to identify sources and feature of importance, resolve upstream data quality and process issues to build capable cloud view for data science modelling.

Acted as voice of the customer Product Owner for quality initiatives and identified data opportunities linked to divisions strategic vision. Led requirement gathering and building user stories enuing team focus on VOC. Developed Power BI data trend and drill down analysis from warranty, finance and telemetry sources . Built 5 year prediction model of financial and warranty repair data to set budget targets to track against for multiple product lines by region globally. Considered SME for BI reporting, validation of data sources and ensuring tools and processes were capable and enabled to aid data driven decision making for clients. Senior Analyst in Agile environment to gather and link multiple data sets to enable data driven decision making with KPIs. Partnered with global teams to identify GPRD sources and roles of use.

Facilitated several methods to gather requirements from product and business teams to build visions and understand desired outcome. Critical roles were managing MS TFS and grooming backlogs with prioritization, sprint scheduling and utilization, ROI with constant communication and product demos. Incorporated was the role of creating simple web analytics experience, user acceptance testing and building BI prototypes with training to 220 users on final software solutions. Business analysis and looking for process and data efficiencies was a background effort in many projects. Projects ranged from creating joined datasets and dashboards to aid analysts to Azure and SAS machine learning using telemetry, SaaS and unstructured customer data to build ground breaking datasets that enabled new insights. UX and design of web pages, analytics portals and dashboards was a key part of this role.

Researched and gathered multiple datasets which could used in a scorecard to track and analyze factory performance and aid contract negotiations. Used DMAIC tools with ODM vendors and data process owners to clean and standardize with processes mapping and improvements to increase scan and commodity tracking by 15% during the PC assembly process.

Major project to map processes and discover data which could be utilzed to understand, track and drive quality improvements. Auditing and sampling done before designing and releasing performance scorecard use across multiple internal teams. Succeful LSS green belt project used to help isolate issue and track success of quality redesign solution impacting over 1 million units.

Relocated to Houston to work on global project to standardize the data and processes used to rework units once they have been returned. Process improvements put in place significantly improved data accuracy, streamlined and standardized multiple processes across 7 partners. Completed PMP certification and supported collegues by consucting training sessions for those taking certification exam.

Joined and then led startup team of business escalation and saftey managers across EMEA using deep technical knowdlege and customer facing skills to resolve sensitive or major customer quality issues. In final year managed over 100 cases with $465 million of business risk. Financial tracking and future spend projection process was auotmated and simplified to aid auditing responsibilities.

Delivered support technical training and improved tools and processes to improve 1st time fix for customers through HP call centers. Enhanced tracking and performance KPI to improve resolution by ~10%.

Delivered $3m saving project to correct warranty entitlement systems and data. Recieved senior VP award for work to flush and fill database with corrected entitlement type and length with correction actions implemented to warranty setup process.

Analysed and mapped existing media fulfillment process and conducted research to identify opportunities. Implemented solution improved order accuracy by 85% and removed $1m of cost due to software waste. Enaged multiple vendors to simplify contract and put in place KPIs to measure performance and cost.

Relocated to Germany to start in new 2nd Level Engineering team supporting escalations from support centers and working with 3LS and vendors on complex issue with out known solution. Specialized in authoring customer support and troubleshooting guides for HP.com. Started forum with other regions and call centers to share knowledge and best practices to reduce escalations and time to resolve.