Product Manager of Microsoft mobile productivity apps including Outlook, Edge, Microsoft 365 (Office), To Do and OneNote, utilizing Intune Company Portal. Responsible for providing a great user experience and support for over 290,000 iOS and Android devices, while enforcing device compliance and data security.

Global Knowledge Lead - Technology Experience SupportManage knowledge practices, templates and communication strategy, ensuring technical and non-technical knowledge is used effectively, reducing escalations and increasing customer satisfaction.Meet regularly with service owners and project managers to validate needs and support requirements for new products.Facilitate several Yammer groups, assisting customers by sharing knowledge when available and encouraging… Show more Global Knowledge Lead - Technology Experience SupportManage knowledge practices, templates and communication strategy, ensuring technical and non-technical knowledge is used effectively, reducing escalations and increasing customer satisfaction.Meet regularly with service owners and project managers to validate needs and support requirements for new products.Facilitate several Yammer groups, assisting customers by sharing knowledge when available and encouraging knowledge creation when required.Work closely with ServiceNow engineers to plan for updates and ensure testing is completed to our quality expectations.Maintain a close working relationship with vendors, understanding their needs to help foster a more productive knowledge coach and reviewer experience. Show less

Helped develop our new team mission, vision and phased objectives. Interviewed candidates for available positions, participated in mid-year goal review and round-table process. Developed SharePoint site, lists and workflows to support new team processes and documentation needs. Created knowledge standards and ServiceNow templates to help reduce creation time while increasing availability and content comprehension. Worked closely with members in other teams to build relationships, develop new… Show more Helped develop our new team mission, vision and phased objectives. Interviewed candidates for available positions, participated in mid-year goal review and round-table process. Developed SharePoint site, lists and workflows to support new team processes and documentation needs. Created knowledge standards and ServiceNow templates to help reduce creation time while increasing availability and content comprehension. Worked closely with members in other teams to build relationships, develop new processes and ensure projects were completed on time in order to provide seamless service for our customers. Show less

Messaging Portfolio lead duties include reviewing operations manuals and transition impact assessments, coaching and mentoring product leads, and acting as the point person for Outlook, Lync, SharePoint, BlackBerry and Good for Enterprise. Additionally, I lead other remote teams in the US and Romania in supporting end users during the global migration to Outlook and Lync. Facilitate regular meetings, provide feedback and review work to make sure all teams are kept up to date with… Show more Messaging Portfolio lead duties include reviewing operations manuals and transition impact assessments, coaching and mentoring product leads, and acting as the point person for Outlook, Lync, SharePoint, BlackBerry and Good for Enterprise. Additionally, I lead other remote teams in the US and Romania in supporting end users during the global migration to Outlook and Lync. Facilitate regular meetings, provide feedback and review work to make sure all teams are kept up to date with changes, new policies, training materials and troubleshooting techniques. Coach technicians to use best practices in order to keep the lines of communication between teams open and take advantage of new technologies to be more efficient in their day to day activities.Work directly with other teams to meet established service level agreements and escalate outages and trends quickly to ensure minimal downtime for end users. Show less

Global O365 support lead for the Domino to Exchange migration of more than 180,000 internal personnel to a hybrid O365/On premise environment. Managed knowledge creation, developed training materials and participated in test case and pilot testing to prepare over 500 technicians globally to support the migration, coexistence and deployment of Outlook. Promoted in 2012 to Supervising Associate and the Level 2 Messaging portfolio lead for Outlook, SharePoint, Lync, BlackBerry and Good… Show more Global O365 support lead for the Domino to Exchange migration of more than 180,000 internal personnel to a hybrid O365/On premise environment. Managed knowledge creation, developed training materials and participated in test case and pilot testing to prepare over 500 technicians globally to support the migration, coexistence and deployment of Outlook. Promoted in 2012 to Supervising Associate and the Level 2 Messaging portfolio lead for Outlook, SharePoint, Lync, BlackBerry and Good applications. Worked closely with personnel from other teams to develop support models, knowledge and ensure product leads had and shared the latest information. Since 2010 I have been the Americas support lead for BlackBerry and have managed all related knowledge, updates and technical training for Level 2 service desk personnel in the US, Canada and Argentina. I have also continued to provide Tier 2 remote application support for approximately 40,000 people across the Americas area. Mentored coworkers to increase knowledge, productivity and confidence in supporting hardware and OS standards.Participated in several global peer groups to gain knowledge, discuss issues and prepare to support new applications. Show less

Provided regular and after-hours technical assistance to staff and partners both in-house and offsite.Monitored and documented customer issues using Remedy Action Request System version 7.Modified group blog to be RSS accessible.Traveled extensively to support and backfill offices whenever needed.Promoted to Tech Specialist III after only 3 years of employment.Obtained Mobile Handheld Device SME role and shortly after was promoted to SME co-lead for the team.Maintained… Show more Provided regular and after-hours technical assistance to staff and partners both in-house and offsite.Monitored and documented customer issues using Remedy Action Request System version 7.Modified group blog to be RSS accessible.Traveled extensively to support and backfill offices whenever needed.Promoted to Tech Specialist III after only 3 years of employment.Obtained Mobile Handheld Device SME role and shortly after was promoted to SME co-lead for the team.Maintained and delivered Smart Computing knowledge and presentations to both tech professionals and client serving staff.Traveled offsite for a week to setup and support training for over 600 tax professionals.Facilitated new hire orientation sessions for classes ranging in size from 10-100; Trained staff remotely using Lotus Sametime Meetings to share screen and PowerPoint presentations.Relocated to support the Chicago office after another technician left.Supported and trained 140 Ernst & Young students at Notre Dame each summer, reduced expenses significantly by staying with family. Show less

Provided technical assistance, equipment moves and temporary setup during transition period and through close of merger.Researched Indiana time change issue, developed instruction manual, educated helpdesk support and appropriate personnel to result in minimal issues.Provided professional computer/network/phone support to Guidant Management Committee and supporting personnel.Managed Windows Server 2000/2003 backup and restore operations using VERITAS software and StorageTek tape… Show more Provided technical assistance, equipment moves and temporary setup during transition period and through close of merger.Researched Indiana time change issue, developed instruction manual, educated helpdesk support and appropriate personnel to result in minimal issues.Provided professional computer/network/phone support to Guidant Management Committee and supporting personnel.Managed Windows Server 2000/2003 backup and restore operations using VERITAS software and StorageTek tape library.Assisted with migrating Blackberry accounts to local Blackberry Enterprise Server 4.0; Provided technical support for Blackberry users and instructions on upgrading and using Blackberry's Desktop Manager software. Show less

Designed and developed Houghto-Trend (SAP xMII, JavaScript, HTML) portal used for tracking chemical tests and usages at several major corporations; Portal allowed each client to maintain their own data, monitor reports and use custom reporting tools to create their own reportsSetup user accounts, created client sites and developed dynamic reports using SAP xMII applets. Created "corporate" sites to monitor systems at several locations for use by corporate management.Facilitated… Show more Designed and developed Houghto-Trend (SAP xMII, JavaScript, HTML) portal used for tracking chemical tests and usages at several major corporations; Portal allowed each client to maintain their own data, monitor reports and use custom reporting tools to create their own reportsSetup user accounts, created client sites and developed dynamic reports using SAP xMII applets. Created "corporate" sites to monitor systems at several locations for use by corporate management.Facilitated meetings concerning future design and current issues of Houghto-Trend with users.Managed hardware/software on over 80 Windows client machines at several US offices and customer sites to support a user base of over 100 personnel.Coordinated helpdesk responsibilities and served as initial point of contact for resolving computer issues.Setup computer equipment/Blackberry's for new employees; Configured Windows 2000/XP on domain, Citrix Program Neighborhood and Outlook 2003; Performed numerous testing procedures on hardware, applications and connectivity.Administrated user accounts and resolved logon issues on Active Directory 2003, Nortel VPN, Sprint iPass, SAP xMII, JD Edwards, and Blackberry Enterprise Server.Resolved user computer/connectivity issues promptly via telephone, email, Timbuktu Pro or Microsoft's Remote Desktop.Assisted with installation/administration of corporate wide Cisco VOIP telephony system.Extensively traveled to continue training of JD Edwards, EDI using Gentran Server for Windows NT, and SAP xMII. Show less