Change manager for data warehouse migration to cloud-based analytics tools for 5,000 laboratory analysts, owning communications between stakeholders, developers, and users.• Principal instructor on OBIEE business intelligence and data analytics applications• Launched new project communications and transition website to accelerate user adoption• Mentored users to re-envision custom reports and dashboards in new analytics tools• Successfully migrated team from UAT bug tracking manually in Excel and SharePoint to JIRA• Created courseware, web content, and animated demos on business information systems

Large-scale, $160M Telephony Infrastructure (TI) transformation and technology refresh for Kaiser Permanente contact centers of 6,000 agents handling over 60 million calls per year. • Led training project track and deployed hardware, software, configuration, and testing on premise-based Cisco and Genesys Voice over IP (VoIP) platform for 100-400+ seats at 33 national call centers• Developed courseware and curricula for complex platform of 15 products encompassing framework, routing, workforce management, quality monitoring and analytics platforms• Performed needs assessment and comprehensive analysis of 21 job roles to develop functional training requirements• Enabled business users to customize real-time reporting templates in CCPulse and build custom historical reports in Interactive Insights• Educated customers on architecture and solution design for computer telephony integration (CTI) and learning management system (LMS) tracks• Performed data analysis, verification, and cleanup of database of 400+ users in Aspect Workforce Management (eWFM)• Developed test cases for real-time and historical reporting tracks • Highest-ranked instructor in customer surveys with students retaining over 90% of knowledge in tests• Multi-year project to increase throughput by 100% with reduced time-to-completion

Software-as-a-Service cloud deployment from premise-based Cisco Voice over IP (VoIP) platform to Genesys Cloud platform for Microsoft contact centers with over 12,000 agents.• Re-designed reporting templates for monthly project metrics, adding Pivots to provide the right amount of detail in a single dashboard• Integrated Tier 1.5 incident management, emergency break-fix, and change control project tracks for greater visibility and accuracy• Developed system configuration requirements matrix for 120+ customer sites• Re-engineered change request process flow, eliminating 2 weeks of cycle churn

Technical publications for integrated circuit (IC) devices used in telecommunications and data networking and storage technologies.• Published device specifications, datasheets, product briefs and technical drawings• Enabled single-sourcing, conditional publishing, and content reuse• Developed solution to automate content validation in API documentation