*Lead Tableau Developer in the Business Intelligence Analytics organization, responsible for the development and maintenance of a suite of Tableau resources.*Develop and stage data using SQL, Python, and R for use in dashboards, research, and ad-hoc analysis.*Consult with teams across the organization to identify opportunities to leverage data to enhance decision making and reduce cost.*Trusted partner for leadership in Insurance Operations and Customer Experience.Key Projects *Developed inventory reporting used by hundreds of users -- including underwriters, case and account managers, and leaders -- up to 2,500 times per day. Partner with a focus group to identify enhancements, improvements, and updates. *Designed an executive Operational Dashboard, allowing multiple levels of leadership to quickly identify key business drivers. Dashboard supports drilling down from high-level metrics to individual performance, and is supported by additional, granular dashboards used for additional analysis. *Developed an algorithm designed to match existing policies and in-progress cases against millions of vendor charges, resulting in over $500,000 in savings per year.*Authored data processes to stage data from external tools, including Genesys, Survey Monkey, Service Now, and other third-party solutions, using R and Alteryx.

Principal Data Analyst within the Products and Technologies organization, a group that specializes in top-line product performance, business health, customer experience, and customer insights. Responsible for translating customer product experience into a data-driven product improvements. *Lead a team of data analysts, data engineers, and data scientists in developing reporting, dashboards, and data solutions for a broad range of internal stakeholders*Collaboratively design measurements frameworks and goals with stakeholder organizations*Developed a data-driven measurement framework for Red Hat's product portfolio *Led organizational Tableau and Qlik implementations, including strategy and enablement*Responsible for the design and implementation of product experience dashboards, applications, and reports that focus on actionable insights into the customer experience with our products*Developed key measures and metrics designed to measure and influence product adoption, complexity, and health*Lead collaborative efforts to identify, categorize, and resolve issues with data structure and quality*Developed a cross-company roundtable and training events and curricula for data visualization and analytics*Investigate product, support, and experience trends and produce specific recommendations for tactical and strategic initiatives*Develop regular, monthly and quarterly reviews into product experience

Technical Business Analyst within the CEE Product Management team specializing in the analysis of Customer Experience of Red Hat products.*Lead analysis of product data within support delivery and find trends that lead us to areas where we can improve the customer experience*Work with operations team on creating product views and customer experience reports based on common indices*Develop and promote release quality analysis metrics to provide product release views to various Business Units*Conduct analysis of RFE and bug backlog, and lead cross-functional efforts to prioritize and drive down volume*Work with product data captured from in-product tooling by engineering teams*Lead product analysis via metrics and dashboards, producing product trends and insights into Quality as Experienced and Quality as Released *Analyze support data and develop compelling narratives for Quarterly Support Reviews which identifyopportunities for improvement both within and outside of Support*Lead strategic projects within the support organization

Strategic thinker with technical background responsible for blending technology and business strategy to develop compelling plans for new product and program initiatives.Responsible for creating, influencing, overseeing, and enhancing the Red Hat portfolio of Strategic Customer Engagement (SCE) support service offerings. Global product owner and lead for all matters relating to packaging services in a productized form and delivering those value-added services to the market. Driving force behind SCE service products that drive an enhanced customer support experience. Interfaces with Strategy, Planning, Financial Controls, Accounting, Sales, Marketing Communications, and other key stakeholders within Red Hat. *Develops, owns and drives Strategic Customer Engagement (SCE) services roadmap, ensuring successful implementation from concept to roll-out.*Owns, building, pricing, packaging, and go-to-market of support services products.*Develops templates, methodologies, financial models, and other tools to streamline customer proposal process.*Creates management dashboards, tracking / publishing Strategic Customer Engagement (SCE) services product metrics and financial performance.*Leads research into customer, market and competitive needs and trends.*Assesses and initiates tactical moves to grow SCE services sales in targeted high-growth markets*Collaborates with Sales and Marketing to ensure go-to-market strategies, plans and activities arealigned with the SCE services roadmap.*Works with Marketing to develop product positioning and communications for services portfolio,including training, marketing collateral, instruction literature and online tools.*Leads cross-functional (Engineering, Operations, Sales, Marketing) efforts to bring new servicesolutions to customers at a rapid pace.

Product Manager within the Subscriber Platform team in Global Support Services. Responsible for product strategy and design of the Case Management Application, an integral component of Red Hat's Award-winning support portal, and the main avenue for customer interaction with support cases. Responsible for for design and feature development on Salesforce.com platform, used extensively by the internal support organization. Develop innovative solutions, integrating the native capabilities of the Salesforce.com platform with internal knowledge, analytic, and diagnostics engines. Oversee a globally-distributed team of developers in the US, UK, and India.Partner with support, customer engagement, platform, and marketing to drive key initiatives.Collaborate with support and customer engagement organizations to design and refine workflow, process, and support experience. Maintain a portfolio of more than a dozen additional tools designed to support the case management workflow.*Projects*Customer Engagement Scorecard, an application to aggregate and report customer subscription value to customers, sales, marketing, and support services;Recommendations, a system designed to deflect case volume by suggesting content from Red Hat's knowledge base, integrated into the case management system;Secure Support, a US-based, US-staffed support center based in Red Hat's Raleigh headquarters;Automated Services, tooling designed to reduce case load by allowing customers to self-serve solutions within the Customer Portal;Portal A/B testing, a system designed to optimize the customer case experience within the Customer Portal.