Led a team of nine resources who served as tool administrators, software developers, and business systems analysts for the Clarity PPM strategic portfolio planning software. Interviewed, hired, and onboarded new employee and contractor resources. Implemented Software Development & IT standards, policies, and master plan for the Software Development & IT function. Partnered with other business units to deliver tool integrations that drove enterprise efficiencies. Team achievements included the automation of Clarity user profile creation using NetIQ Identity Manager, the implementation of a time-tracking system for contractor invoicing, and the advancement of Fieldglass governance using business rules and custom workflows.• Oversaw a department within the Software Development & IT functional area.• Implemented Software Development & IT plans according to the corporate strategy and priority.• Managed the maintenance and enhancements of project management software systems that support the Software Development and IT organization.• Managed IT staff to ensure uninterrupted IT network support at maximum performance.• Created user stories and partnered with product owners to prioritize the team’s work each sprint.

Implemented Software Development and IT initiatives that supported the strategy and goals of the corporation. Managed a team of Business Systems Analysts who helped to create and implement IT standards and policies for the project management organization within Software Development and IT. Managed the acquisition of new technologies to improve the organization's internal operations and data delivery, while serving as a subject matter expert for the Clarity and Rally project management tools.• Provided leadership to the Clarity Support Team to drive enterprise initiatives.• Managed the maintenance and enhancements of the Clarity software.• Delivered custom designs and workflows that support other business applications, processes, and governance.• Drove corporate outcomes by prioritizing work and ensuring accurate and efficient delivery.• Partnered with upper management, aligned departments, and individual business units to meet their needs and deliver requested functionality.

Provided complex analysis of user needs to develop business requirements for new clients and new functionality within the CA PPM tool. Served as a liaison between the business community and the IT organization to provide technical solutions to meet user needs. Delivered support and recommendations to CA PPM users, with a focus on project management organizations. Worked with business partners to align tools, support, processes, and governance with our company’s business strategies. Coached peers and acted as a mentor for CA PPM functionality, processes, advanced-level service requests, and prioritization of work.• Managed the intake of new user requests, new project requests, timesheet issues, and troubleshooting for the CA PPM tool via ServiceNow and Cherwell ticketing. • Collaborated with developers, report designers, and project management organizations to ensure users have appropriate access and permissions within the CA PPM and Rally tools.• Created and updated process documentation and test cases to align with new functionality or process changes.• Offered guidance to project managers and peers on best practices and navigation short-cuts within the CA PPM tool.

Provided leadership in support of process governance, project reporting, and financial reporting required to manage the Information Technology Project Portfolio. Contributed to the definition, training, and support of the Technology Process Governance team. Monitored actuals to planned capacity within Strategic and Roadmap Initiatives on active and upcoming projects. Developed the Project Portfolio Tool to meet the ongoing project management, resource forecasting, and time reporting needs of IT using Clarity PPM and Jaspersoft Advanced Reporting. Developed and coordinated the training and use of Portfolio and Project Management tools. Analyzed corporate work requests for validation of projected labor costs against the technology investment portfolio and monitored projects to ensure realized business value. Contributed to the creation and refinement of auditable processes to support ongoing reporting and analytical requirements, working with Executive Management to define metrics in support of the processes. Assisted in the hiring process for my team; including writing interview questions, reviewing resumes to identify potential applicants, and interviewing candidates. Instrumental in the research and selection of a new PPM Tool. Assigned as a subject matter expert during the implementation of the chosen tool, working directly with our implementation consultants (Rego and Broadcom) to ensure our needs and defined processes would be maintained.

Supported the tools and data required to manage the Information Technology Portfolio. Researched process improvement initiatives and provide recommendations for continuous improvements. Maintained and developed the VPMi Project Portfolio Tool to meet the ongoing project management, resource forecasting, and time reporting needs of IT. Evaluated, researched, and documented processes that impact the delivery of projects through the project lifecycles. This included meeting with stakeholders, evaluating the current and future states, providing recommendations for continuous improvement, communicating changes, and identifying possible training needs. Collaborated with project management and technical writing departments to ensure proper updates to PPM Tool templates and documentation.

Collaborated with Business and IT to assess and evaluate potential projects for the company. Reviewed and provided recommendations on work requests submitted for project consideration. Gathered labor and cost estimates in preparation for the executive committee’s review and project consideration. Managed the initiation process for all new support and prioritized projects. Created agendas for executive and committee meetings.

Led the project estimation and sizing process. Conducted detailed analysis of work requests and provided recommendations for project prioritization. Subject matter expert on the service request and work request process; delivered documentation and training, defined requirements, and implemented new changes. Engaged with IT Management to validate enterprise data and ensure accuracy of executive level reports. Focused on data integrity in Team Track, Visual Interceptor, and VPMi reporting tools. Provided training and ongoing support for VPMi’s Time Entry system.

Recognized and recommended operational improvements and effectively executed the policies and mission of the call center. Acted as a liaison to employees who have Family Medical Leave claims, Short and Long Term Disability Claims, and Leave of Absence claims, to ensure claims were filed and updated efficiently and accurately. Managed all conduct and attendance corrective action including issuing and tracking all warnings for customer service employees within the call center. • Partnered with MetLife to monitor and audit the use of Disability and Family Medical Leave claims. • Ensured accurate reporting and documentation of exception time for Upper Management, Human Resources, and MetLife, by conducting audits of time worked and benefit time used. • Extensive use of Oracle and Peoplesoft Software to track employee’s personal information including timesheets, payroll, and benefits. • Audited timesheets for online associates to ensure accurate and timely payment of wages and benefits. • Analyzed data and presented recommendations for corrective actions.• Identified inefficiencies in manual business processes; key contributor to the business requirements for the process automation.• Defined roles and permissions for user access to the Attendance Database.• Administered the Attendance Database by granting user access and permissions.

Partnered with Resource Management leadership and Midwest regional centers to manage service levels for the St. Louis call center. Managed day-to-day needs of associates and management by handling all call offs and making real time decisions based upon current and forecasted service levels. • Ensured staffing requirements were met each half hour by utilizing IEX Total View Workforce Management Software. • Created work schedules for multiple departments. • Processed all offline requests, scheduled coaching sessions, trainings, overtime and vacation. • Analyzed historical data and compared the data to current actuals to forecast future data.• Continuously monitored data and escalated any sudden shift in trends.• Created profiles and granted user permissions to IEX Total View Software.

Administered day-to-day leadership to a team of customer service representatives. • Managed newly hired employees to assist them in their transition from new hires to excellent customer service representatives. • Coached individual representatives on ways to improve their quality and adherence results. • Facilitated training sessions introducing new products, services, and policies. • Conducted team meetings and round tables to obtain feedback and encourage best practices. • Developed training sessions for customer retention and quality service.

Researched and resolved billing inquiries, while performing account analysis to ensure the best plans for each customer. • Handled a high volume of inbound billing and technical calls. • Promoted products and services, while explaining their benefits and features. • Troubleshot equipment and service issues using all resources and problem-solving skills. • Prioritized and organized follow-ups to ensure customer’s ongoing satisfaction.

Provided guidance and instruction to 3rd and 4th grade students in a private school environment. • Designed and executed my own lesson plans. • Partnered with parents to clearly communicate goals and expectations of my students. • Tutored individual students to help them accomplish their own personal goals.