• Managed all aspects of projects and programs: tracked deliverables, dependencies, schedules, project initiatives, project plans, project charters, scope, budgets, effort estimation, budget reconciliation, resource plans, risk assessments, release plans, certifications, security and compliance initiatives and audits, Intellectual Property reviews, Export Control, test plans, test reports, communication plans, quality reports, allocation of resources, user acceptance testing, acceptance criteria, growth strategy for profitability, support strategy, release planning, Key Performance Indicators (KPIs) and regularly communicated and reported metrics and escalations to stakeholders. • Managed and led a culturally diverse global and remote cross-functional and matrixed core team (engineering, development, QA, service, delivery, support, hosting, product management, quality, and managed services) and displayed leadership with flexible and tailored approaches using interpersonal communication skills, motivation, measured enthusiasm, Influencing Without Authority, and psychology to lead and encourage growth, passion, innovation, and success• Follow industry standard company policies for Scope, Resource, Time/Schedule, Cost/Financial, Quality Assurance, Stakeholder, Communications, Risks Management, Risk Mitigation, Integration, and Procurement Management processes using both a phase gate and concept to execution Agile approach. All programs have passed internal and external audits. • Stepped into additional roles for the success of the program including leading the development and test teams by directing the teams on daily tasks and making decisions surrounding defects, tasks, security, schedules, releases, resources, contract adherence, technology decisions, and risks to ensure the success of the program/product and customer satisfaction with a customer focused and customer centric approach.

Oversaw change control including the investigation, discussion, and approval of every proposed change order to the production environments to reduce risk of negative impact for the business units, IT, and end users. Verified conclusive test plans and successful test results, utilization of industry accepted best practices and internal processes, implementation planning, full communication plan, back-out plan, and validation plan. Evaluated all completed IT change actions based on outcome and impact, conducted impact analysis, and implemented lessons learned to reduce future risks. Communicated all Changes to management and other internal stakeholder groups. On call team member to coordinate and resolve production Severity 1 incidents

Supervisor of Customer Service and Technical Support staff for applications with staff of 30+ servicing 2000+ stores Led multiple teams to ensure KPIs and SLAs were met including monitoring, examining, and reporting of call volume, statistics, and incidents to upper management while continuing requirements management from user feedback.

Assisted with User Interface design and functionality for commercial e-commerce web application, and three in house support applications. Worked with development and end users to determine and write requirements. Gathered user feedback for backlog. Dogfooding and Quality Assurance Testing of four applications including writing and executing manual tests. Created, tracked, and prioritized new defects in HP Quality Center.

Project Manager for several major National Account Rollouts and for over 200 store logistics project events including new store openings, store closings, and relocations. Conducted efficiency overhaul of all eServices processes. Managed daily administration of over 80,000 customer accounts with average daily sales of over $1.3 mil.