Oversees Account Management, Inventory and Contact Center teams. Aligns department needs with those of the business and clients to ensure client projects are managed successfully, inventory levels are financially and operationally right-sized, and contact center is staffed and able to execute as necessary. Participates and informs leadership activities for the company and maintains strategic account involvement. Accomplishments include implementation of new internal applications and processes, such as a purpose-built PO management application, development of Visual Basic macros to streamline and automate rote tasks, and re-development of internal process for optimization.

Managed Solutions Architects and Technical Writers. Continued development of the Solution Deployment Framework to include partner on-boardings, inclusive of business and technical implementations. Developed and implemented Knowledge Management Framework from scratch, using new software (Confluence) and best-practices to establish a standard taxonomy, metadata scheme, and internal process and templates to deploy knowledge to the business effectively. Accomplishments include the implementation of said Knowledge Management Framework, as well as the implementation of foundational components of an Integrated Workstation (IWS) in order to optimize the use of internal tools.

Managed client on-boardings and created a holistic, project-management approach to doing so: the Solution Deployment Framework. Served as technical lead for system integrations, including XML and JSON-based web- services/APIs, Learning Tools Interoperability (LTI), SAML Sing Sign-On (SSO), and more. Acted as business analyst for client operational and IT teams to assist in defining requirements for desired solution-sets. Accomplishments include the creation of the Solution Deployment Framework, re-designed technical documentation, and overall improvements to client satisfaction during on-boardings.

Managed educational institution course content lifecycle needs via standardized project management practices, delivering course content to learners. Identified client reporting and process needs and executed against those needs accordingly, developing tailored reporting, analysis and procedure to exceed client expectations. Worked closely with supply chain personnel at vendors, internally and with clients in order to accurately manage inventory levels in accordance with best-practices and client needs. Developed best-practices for client data management for the department. Maintained and supported client needs within Ed Map’s proprietary platform.

As the Assistant Director of Undergraduate Admissions at Ohio University, my core functions are focused on the operational aspects that support the Undergraduate Admissions department.IT Related Duties:From managing day-to-day technology needs such as basic IT support to being a core factor in directing the department to stardard best-practices in hardware and software, my duties play to my strong technical skills in this area.Technical Software Management:Additional core duties are focused around management of back-end infrastructure of many pieces of software and web-based tools such as PeopleSoft and OnBase. Managing Security-related items for the department, working to resolve bugs and breakdowns and ensuring proper functionality of our resources are core to my role here.Business Process & Training:In addition to my other duties, another core facet of my position is the documentation and creation of training materials for the department. Ensuring that employees have an adequate understanding, as well as material to reference in their daily duties is core to ensuring an efficient and focused department.

Propose, create, and manage a new team of advanced technical experts with core foci on largescale issue resolution, product launch support, and subject matter expertise.Develop and maintain team KPIs and provide regular-cadence reporting to WWCE via utilizationof technical tools and resources.Provide strategic support by reproducing issues and/or testing new or updated software.Develop relationships with internal and external teams and studios to aid in issue resolution.Create and streamline team and department business process to enable organizational execution and increase end-user efficiency.

Manage team of technical customer support specialists.Support Specialist Team in day-to-day duties by providing guidance on technical troubleshooting, developing processes, coaching, and mentorship.Create and deliver against support KPIs consistent with a high-level of customer support.Create a platform based around training, documentation, and efficiency in order to exceed expectations, allowing the team to expand from six to 26 members.

The position of Workforce Analyst & Facilities Management at Electronic Arts was two-fold: ensure that the customer support center(s) had adequate staffing based on forecasts (Workforce Analyst), and assist with the design, creation and logistics of a new facility, in addition to managing two worksites (Facilities Management).The Workforce Analyst portion of my duties played well to my strong focus on analytics and reporting. I was able to leverage my skillset and critical thinking to ensure that product sales forecast were converted into an estimate of necessary headcount to provide support to our customers. Working with multiple vendors across the globe allowed me to develop my skillset tremendously.The Facilities Management duties not only entailed working with a team to design and create a new, world-class facility to house Electronic Arts' US Customer Experience department, but also to ensure that the department had the resources it needed to work in a comfortable but efficient environment. Managing two sites in Austin, TX while coordinating the coming-together of these sites to our new facility was the core scope of this position, but many other day-to-day duties were required to ensure that the department and locations had what they needed to do their jobs.

Create, develop and implement business practices and systems across the companyManage and train other payroll specialists within the organization, as well as coordinate organizational and client needs across multiple departments.Primary customer contact for over fifty human resource clientsAdvance, document and execute payroll systems/procedures to increase efficiency in the payroll process and other areasMaintain high levels of client satisfaction in order to retain clients and stay competitive in a niche market

Complete accurate and timely payroll for small and medium-sized payroll clients, as well as tax and direct deposit file balancing and submissionFurther developed database skills by utilizing multiple techniques in processing and navigation that are essential job functions and client satisfaction

and higher accuracy rating across the department on various payroll tasks and core responsibilities Attend to client needs on a daily basis, from generic report requests to custom report creation and detailed research

Maintained overall office, including both hardware and software technology needs Initiated and completed office projects involving database management, presentation/proposal creations, and office procedure development

Assisted customers in a retail setting. Assisted in managing the store's inventory.