• Trained department leadership on Building Professional Brand (2024), achieving a 4.9/5 score, enhancing team collaboration and HR manager development.• Architecture Lead on Kantata PSA selection/implementation, improving integration processes, data integrity, and financial governance for 51+ million in revenue.• Design standards for 1:1 and skip-level meetings, developing leadership talent for 150+ contractors.• Develop and train staff on 30+ SOPs, enhancing operational delivery and overall efficiency and saving Clutch 300K in revenue loss.• Resolve complex HR conflict, mentoring managers on best practices for conflict resolution and leadership.• Conduct financial analysis, identifying cost-saving opportunities and increasing transparency on profitability.

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Engineering Manager, CDW • Built and implemented bonus calculation models that streamlined compensation plans and generated over $1 million in revenue.• Led time management and mental health advocacy workshops, enhancing leadership capabilities and work-life balance.• Operated as a primary escalation point, solving complex team and client issues, ensuring alignment with customer expectations.• Developed and implemented SMART PMP goals, driving individual performance and accountability across the team.• Mentored over 30 direct reports in CliftonStrengths EQ methodology, fostering leadership and team cohesion.• Authored over 100+ SOP guidelines, driving a culture of integrity and operational excellence.

• Drove business process improvement initiatives, streamlining workflows and enhancing program delivery efficiency, resulting in a 20% reduction in cycle time.• Managed a program with a $5M+ budget, ensuring the successful completion of all projects and an increase in customer satisfaction by 15%.• Spearheaded the PSA Implementation for ServiceNow used by over 15,000 users, streamlining 20 application integrations and enhancing operational efficiency.

• Delivered GDPR and SOC2 compliance projects ahead of schedule, enabling PAYCOR to market global payroll solutions.• Enhanced release processes and removed roadblocks for delivery teams to move to CI and CD models.• Implemented through the coaching of executive team leaders via two Agile transformations, increasing feature cycle time and decreasing MTTR.• Launched multiple high-visibility projects, including Daily Pay integration, resulting in increased PEPM and direct revenue. • Managed, coached, and mentored 20+ direct reports, including QA, product owners, project managers, and software developers.• Led the successful implementation of the PSA Platform (ServiceNow), enhancing project tracking, resource management, and financial reporting, resulting in a 45% increase in operational efficiency and improved service delivery

• Directed the successful delivered seven high-impact go-lives in 2017, ensuring seamless transitions for major clients in ServiceNow Platform.• Identified and executed $2M in cost savings through the automation of end-to-end services, enhancing operational efficiency and project ROI.• Served as a senior consultant and client liaison, driving critical-path projects and resolving escalations through strategic communication and negotiation.

PROFESSIONAL HIGHLIGHTSPerformed as an Agile Project Manager for NSC Global from 12/2014 to PresentResponsibilities:• Manage ongoing, software integration and global transitions projects for new account acquisitions. • Ensure project milestones are completed on time, and with zero defect remediation in production rollout. • Proven schedule and budget forecasting skills that mitigated business loss while increase profitability.• Generates new and repeat business opportunities by providing managed services and transitional support for ($47+/- million contracts)Accomplishments• Managed 15+ software integration projects that incorporated customer CRM tools into our application endpoint to drive operation efficiency• Developed automated ticketing process utilizing existing infrastructure saving $65k a year• Demoes enhancements and tool sets to stakeholders and high level officers (CFO and VP of NSC Global) • Creates projects sprint schedules and hold resources accountable to meeting deadlines• Approaches projects with vertical and horizontal analysis • Practiced in Kanban, SAFe, Lean, XP, and Scrum Agile processes • Provided project support for Singapore on 2 day notice and was given outstanding feedback on deliverables and outputs• Created Live demo of Astea application used in Sales presentations of the tool for new customers• Outages have decreased in the last 22 months due to enhancements and configurations directly from input recommendations• Standardized testing methods per SDLC to lower PROD defect remediation• DSC assignment has increase with input recommendations• Reliably available for projects outside of scope of application team• Assist with additional training of field technicians when Process analyst are at max capacity • Standardized SDC training program and documentation• Completed 21,000 hours logged for PMI certification

Performed as an Onsite Services Process Analyst for ATOS from 5/2013 to 12/2014Responsibilities:• Provides solutions and strategies through data analytics, risk analysis, and process improvement to support customer contracts for dispatch services.• Manages day to day operations of deskside technicians through reporting, process development, data analysis, and governance for $100K contracts• Accountable for on-boarding new accounts into the Astea Alliance system through integration testing, mobile training of deskside technicians and assisting with updating 30+ documents• Logistics process project; facilitated parts procurement in mason for accounts not currently using our services PROFESSIONAL HIGHLIGHTS (Cont’d)Accomplishments• Consistently worked extra hours to assist others with account needs and became the go to contact for Alliance training• Self-Taught in all Excel report structures for the company and assisted with standardizing reports for accounts assigned• Excellent in customer facing meetings and influencing decision making• Provided project coordination and support for multiple accounts• Unfailingly met SLA on accounts assigned

Performed as a Global Systems Administrator for Siemens from 3/2011 to 5/2013Responsibilities:• Morgan Stanley infrastructure support; including active directory and exchange provisioning• Process improvement contribution via updating documentation and workflows and loading to twiki pages via process analystAccomplishments • Contributed in updating 500+ processes for new and old applications • Consistently met SLA requirements • Self-taught on scripting languages for icals, xcals, and basic HTML coding• High customer satisfaction scores• Shift Trainer for all new Global System Administration new hires

Performed as a Helpdesk Level 2 for Siemens from 8/2008 to 3/2011Responsibilities:• Overnight Voice Support ticket coordinator• IBD specialized support• Research specialized support• Remote / VPN specialized support• Customer service callsAccomplishments• Employee of the Month • Rising Star Award (only received by 1 employee a year)• Consistently exceeded expectations with highest call volume average• Lowest abandonment rate• Highest FCR