Currently working with Solvo on various projects related to Business Analysis, Process Reengineering and Productivity Improvement.

Managed the completion of the implementation of the Fraud Agent Desktop in the NA Fraud Operations Area with over 1000 desktops. Served on an AGILE development team that implemented major process improvements including an integrated One-Time Password capability with Lexis-Nexis. Worked with Operations and the Technical Community as the Business Lead for the Fraud Desktop to ensure well controlled system change, managed development demand, and work prioritization related to BAU support and system break/fix activities. Developed systems in MS Sharepoint including one for entering, sizing, and approving software maintenance requests. Developed process control monitoring for active inventories impacted by digital self-service, IVR, and Fraud Agent activity.Consulted on various system initiatives within NA Fraud acting a key liaison between Fraud and the technical community.

Served in multiple roles including managing and coordinating projects that engaged both technical and business needs. Developed strategic technology plans for operations by working extensively with senior executives. Communicated systems changes across the organization.As Program Director for Client Care WorkPlace, acted as liaison between technical teams and Operations; ensured this multi-platform, cloud-based tool and processes effectively supported 1,500 customer-facing call center agents. Ran project efforts for 2 pilot implementations for Client Care WorkPlace across 300 users.Developed Client Care Strategy and infrastructure by interacting with executives in Enterprise Development, Security, and Identity Management areas.Developed and implemented an operational capabilities assessment and tracking tool on MS Sharepoint used to collect operational and system information for 20 locations in Europe, the Middle East, Australia, and the Americas. Collected information and audited system inputs by working with local operational leaders.As Program Administrator for CA Clarity tool within Global Service Delivery, reviewed new concepts and evaluated for future system impact. Ensured Operational leaders were aware of potential impacts.Produced several webcasts for local audience of several 100 and a global audience of 5,000+, using a combination of live video, presentations and multi-camera support.

Managed a key software development group with 33 exempt level software analysts and developers and 4 group managers. Shaped strategic direction and ensured project deadlines and deliverables were met. Liaison between the system users and development organization.Managed escalated and emergency project and system issues while reporting to senior management in Melville, New York and Hunt Valley, Maryland.Ran monthly meeting process improvement/implementations. Provided analysis and advice on projects including: call-center performance metrics, enterprise architecture, and business activity monitoring during this period.Early proponent of Services Oriented Architecture (SOA). Evangelized benefits of SOA within the business organization through executive briefings and authoring a white paper on the topic for executives.

Managed software development organization of 9 and 6 computer operations staff. Responsible for all off-host software development related to processing credit card disputes. Responsible for performance management, operational readiness, business continuity planning and testing, legacy platform integration, and imaging workstation software.