ITSM Manager, responsible for the enterprise-wide implementation, advocacy, service levels, processes, and team management in support of Enterprise Service Management (ESM) and IT Operational Excellence (ITOE) programs.

IT Operational Excellence Program Manager leading the establishment and management of the Operational Excellence (OE) program for GCI IT. Responsible for creating, growing, and supporting an end-to-end BI platform enabling IT audiences to monitor and manage performance.• Own all PM related activities including design and setup of the OE Program to measure and improve IT processes, tools, and support, improve the customer experience by reducing operational friction, and promote a culture of data-driven decision-making• Lead program activities including project phase/implementation management, communications, requirements definition, support orchestration, executive leadership status updates, and relationship management. Led a v-team of FTE and vendor resources to ensure timely, accurate, and within scope delivery of all committed items• Partner with senior IT leaders on solving complex business challenges and provided relevant data-driven insights. Helped IT user base to maximize the value of the OE BI through readiness and hands-on support• Thought leader and OE Governance Team v-team leader addressing data quality assurance processes, and strategic thinking and planning around addressing and supporting IT business needs through use of BI analytics and data visualization• Developed business/functional requirements and led the launch of the OE BI data warehouse. Manage analytics and data visualization using Excel, Tableau, and Tableau Server

Global Finance Systems (GFS) Support Operations Program Manager leading operational initiatives and cross-functional collaboration between various internal business units and support/delivery organizations. Managed team Operational Excellence (OE) program and monthly business metrics review.• Utilized business and operations analytics tools to identify key opportunities for efficiency gains and long-term problem resolution. Engaged with team’s senior managers to identify key support processes needing automation to manage growth of business• Analyzed and assessed business problems and processes to provide recommendations and formulate requirements to add new or improved support in line with the business customer’s strategy direction• Created as-is and to-be process flows and implemented changes to the support team workflow for Oracle financials suite and PeopleSoft HR system

• Accountable for the order to cash, benefit delivery and customer retention process with oversight for customer service process for the Microsoft Developer Network (MSDN) program across 13 regions and 128 countries• Responsible for delivering global standard and efficient operational models across all regions meeting governance requirements• Administered MSDN long-term operational strategic planning and day-to-day execution of consumer and commercial customer-facing online digital ordering experience

• Led the Customer and Partner Care (CPC) Commerce Ops team, responsible for identifying/defining process and developing content/training required to support pre-sales, commerce, and retention scenarios for Online Services• Drove initiatives to increase First Contact Resolution from 56% to 91% and Incident Rate Reductions by 20%• Deployed four CPC global contact centers utilizing upwards of 115 agents to manage customer contacts from online submission, phone, forums, and chat

• Conducted global workshops to create a comprehensive set of phone/online process flows, use cases and detailed business requirements for support eligibility validation and agreement management• Developed business requirements outlining the business rules and policies for Microsoft support to determine a customer’s support status based on product, agreement status or type of issue• Training and troubleshooting support for the Services Finance team with month end and quarter end revenue reconciliation; report design and modifications to support reporting requirements for key process indicators

• Supported Field Services Ops and Services IT to define and implement global business process for service contract setup, activation, billing, revenue posting, and revenue recognition for 86 global subsidiaries and $980 million revenue flow• Responsible for Sarbanes-Oxley compliance remediation efforts specific to the Premier Services revenue stream. Created Premier business process workflows, narratives, and control matrix documentation• Responsible for ensuring Microsoft Services MAP (Microsoft Accounting Policy) and GAAP revenue recognition business rules and their implementation in the corporate tools used for service contract billing and revenue posting

• Developed and maintained Subscription production schedule, including monthly program tasks and release tasks for a single master schedule• Developed and published rollout schedule for offline TechNet content viewer for IT Professional customers• Coordinated with production vendor to resolve production process issues, including conversion of web material to CD format, identifying and applying topic categories, and resolving broken links in international content

Finance operations and senior project manager for internet professional services company specializing in business strategy and management consulting, creative branding and marketing, web application design and development, software implementation/ integration, and web network infrastructures• Finance Operations Manager – managed 75-person office responsible for contract administration and day-to-day activities• Senior Project Manager – managed client contracts and project development through implementation

Project Team Manager for a Software Development and Support company specializing in the production of applications for the Utility Industry streamlining customer support and billing management• Managed team responsible for defining and developing implementation criteria for new billing system• Led a team of analysts and developers responsible for the Y2K conversion of Puget Sound Energy’s gas and electric billing systems

Senior Analyst / Project Lead for a Technology Consulting and Software Development Company dedicated to helping Federal Government and Military clients improve their business performance through intelligent use of information technology. Supervised a team of 12 analysts on a $55M/year project, responsible for creating business requirements, UI requirements, policy and process workflows for systems managing large scale ship repairs.

Six years of Service as an officer in Norfolk, VA and Philippines• Lieutenant, Admiral’s Staff – responsible for staff coordination, daily policy briefings, and travel/security• Anti-Submarine Warfare Office and Combat Information Center Officer onboard the USS Stump (DD-978)