Relied upon to develop successful, emotionally intelligent relationships with executives at the highest level of state government. As a trusted employee of the organization I am assigned the following accounts: The Office of the Governor, Office of Financial Management, Office of the Attorney General, the Washington State Investment Board, Department of Enterprise Services, Department of Corrections, Department of Ecology, Health Care Authority, Washington’s Lottery, and the Liquor and Cannabis Board, among others. My role is to promote the view of these customers to alleviate WaTech’s impediments to success, drive prioritization of customer outcomes favorable to the customer, and allow customers to focus on their mission. I achieve success by articulating, illustrating, and representing the complex needs and critical missions of these agencies back to the executives and technical teams in WaTech. I rely upon verbal skills and a variety of creative visual communication techniques to tirelessly advocate for customers.Key Contributions: • Representative of the WaTech Director to other agency directors and leaders.• Development of customer billing data visualization.• Resolving difficult, emotionally charged, and politically sensitive matters with sincerity and discretion.• Expert advocacy for customers in an environment of competing priorities and workplace challenges.• Delivering results for customers where, prior to my engagement, there was stall, delay, and failure. • Took the initiative and successfully on boarded the Office of the Governor to organized customer relations for the first time in that office’s history with its central services IT provider.

This position served as the head of end-to-end support for applications owned by the highest level of Washington State government: The Office of the Governor and OFM. Teams include environment provisioning, application support, and desktop support. I lead my teams in collaboration with other technical teams 1) to solution, operate, and maintain 150+ core enterprise applications for the state ranging from interactions with legacy mainframe solutions, provisioning virtual servers, to cloud-based deployments, and 2) to deliver end point services to 1,800 users and nearly 5,000 devices within the customer base.Key Contributions: • Managed three teams comprising 35+ employees, two contractors, and a $17 million biennial budget. • Responsible to meet with internal executives and customer agency directors to build trust, a communications channel, and customer relations.• Responsible for the environment management of 150+ enterprise application for the State of Washington including core financials, payroll, budgeting, contracting, and procurement. • Developed metrics and visualization for program to create a shared-vision and measure of team success. • Provided successful leadership to my teams and peers through an agency merger starting July 1, 2015, and developed fast cross-division relationships to keep service initiatives successfully moving forward and to fulfill obligations to customers.• Transformed team relationships with the Chief Information Security Office for the provision of application and end-point security services, e.g. threat assessment, intrusion detection, and incident response.• Transformed team relationships with Incident Management for the provision of incident management as a business partner to our teams.• Mentored teams in fiscal responsibility and customer service efforts.• Developed a recommendation for executive action to abolish the position I held to gain post-merger efficiencies.

Selected by the CIO to intervene and tackle two complex and simultaneous initiatives for the project. Matrixed among nine technical and OCM teams: The first initiative was to lead teams through all aspects of gathering and implementing customer business requirements into the WorkForce cloud platform. Included: Driving conversations about business and technical requirements, security reviews, timelines, vendor and customer relations, developing a quick working knowledge of the existing contract, business and technical testing, user acceptance testing, and user experience testing – and reporting on these to a statewide project manager and a Quality Assurance vendor, and making presentations to executive business sponsors. The second initiative was to stand up data integration as a service in two phases. Provided leadership to technical teams to overcome obstacles and get back on schedule. Both integration phases successfully completed days ahead of schedule and on budget.Key Contributions: • Managed project scope and schedule across nine technical and OCM teams, 40+ team members, an assistant manager, and two contractors.• Data analysis and visualization control of all project related metrics.• Vendor management in an unfolding event where the vendor lacked public sector implementation experience.• Application life cycle management.• Overhauled and managed all internal project communications.• Provided leadership to team managers so that team members with day jobs could complete project activities.

Recruited by the agency, I was responsible for the maintenance and operations of 150+ production applications for the State of Washington, including the State’s SAP payroll system that pays 65,000+ employees, Geographic Information System (GIS) Portal, Justice Information Network Data Exchange (JINDEX), and the Governor’s Constituent Relationship Management System. Scope of management included approx. $7 million biennial budget. Key Contributions: • Managed a team of 13 team members and 3 contractors.• Designed and implemented an ITIL-compliant change management program across the entire 50-person infrastructure team, and won participation from collaborating teams.• Reduced the number and frequency of unplanned outages.• Led the initiative to assume management of the State’s GIS portal.• Initiated the development of an incident management team for application and system outages.• Represented the CIO to, and as a voting member of, the State’s GIS portal and eTRIP committees. • Instilled awareness of fiscal responsibility for limited tax dollars and continual customer service improvement.

Huckleberry Ridge, Inc.Chief Operating Officer, July 2008 – August 2013In the hospitality and long term care realm, responsible for all aspects of business management for a successfully licensed adult family home. Interpretation of over 500 RCWs and WACs into policies and procedures for the business, and compliance with these. Finance and budget. Contracts. Marketing. Team member training. Property management. Customer satisfaction. Led business’s IT needs and web space development.Key Contributions: • Recommended by DSHS to Grays Harbor College as a business instructor due to demonstrated knowledge in business (see Civic Affairs below).• Data analysis and visualization control of all business metrics.• Periodic inspection returned a unique “no findings” inspection of the business from DSHS due to rigorous standards, quality training of team members, and passion for those being served.

The purpose of the program was to give highly qualified business leaders an opportunity to explore executive opportunities in the company’s banking, financial services, and insurance delivery model. Successfully completed the program. The program required obtaining an SEC Series 7 Federal Securities License as a General Securities Representative.

Recruited for this role, I provided technical support for an assignment of 100+ financial applications. Promoted to first-ever project management team.Key Contributions: • Recipient of numerous customer service awards.• Took the initiative to conceptualize, define and catalogue sales data, and developed a rolling 18-month dashboard to provide the organization unprecedented insight into over a dozen business metrics reflecting sales trends in its mortgage department, culminating in a stimulating tool for executive discussion and an aid in analysis and decision making.

Recruited for this role, I managed all aspects of private sector business management. Annual budget $6 million. All management aspects for nine team members in a sales oriented business. Led the business’s IT purchasing, contracting processes, and web space development. Responsible for interpretation of federal code and state RCWs/WACs into policies and procedures for the business, and compliance. All aspects of finance and budget, including management of state-regulated operational, trust fund, and investment accounts. Contracts. Marketing. Team member hiring. Property management. Customer satisfaction.Key Contributions: • Led the business in growth from $4 million in annual sales to $6 million without increasing expenses.• Developed a team member retention program.• Volunteered for a Washington State Dept. of Revenue audit which resulted in “no findings.”• Managed the business toward a successful inspection by the Office of the Insurance Commissioner with “no findings.”• Lead consultant to business customers for commercial liability and risk management, including cyber liability.

Recruited to lead this national non-profit organization delivering inspirational assemblies for public school teens on topics of self-worth and abstinence from drugs. Regulated by the IRS as a 501 (c) organization, I was responsible to manage the organization in accordance with IRS regulations and ensure organization compliance with generally acknowledged accounting practices (GAAP). All aspects of marketing, fund raising, team member hiring, property management.Key Contributions: • Managed a 25,000 sq. ft. conference center on five acres.• Led a construction project for two large dormitories on premise to facilitate teen summer camps.• Donor management and satisfaction.

Proprietor of a computer and management consulting business. Responsible for gathering customer requirements, researching technical solutions, vendor management, and coordinating business testing, and user experience testing. Prepared RFPs, and interviewed and selected final vendors. Oversight of implementation and vendor performance.

Recruited to this position in service to the Chief of Staff. Research. Correspondence. Primary focus was migrating mainframe users to the Legislature’s first PC-based, end-user deployment.Key Contributions: • Provided staff oversight for 27 administrative assistants.• Represented the Chief of Staff to the Joint Legislative Systems Committee and the Joint Legislative Administrative Committee.

Provided direct communications support for the President of the United States. Traveled in advance of and with the President to establish and maintain the President’s connectivity to the world for the traveling White House. Top Secret security clearance. All aspects of international telco negotiations, oversight of international Telco installations and large scale, intra-city deployments. Hands on deployment of classified telco equipment. Negotiation of technical telephony and data requirements for domestic and international Presidential visits.Key Contributions: • Facilitated communications between the President and members of Congress, foreign heads of state, and dignitaries.• Functioned at the highest level of federal service with emphasis on customer satisfaction.• Led emergency evacuation plan development, and developed hospital safe room plans for cities the President traveled to, for use by the US Secret Service Executive Detachment.• Piloted the first-ever AT&T portable electronic switchboard to facilitate the traveling White House, and the first-ever PC in service to the President.• Developed the first database for the President to track all members of Congress.