As part of EA's Enterprise Platform & Services (EPS) Operations team, I help enable our global workforce to deliver gaming experiences at scale. My role focuses on building, optimizing, and protecting EA’s core platforms, streamlining services, and enhancing game delivery workflows. I also support cross-EPS strategic initiatives, and drive EPS goals and operating plans, working closely with our Digital Platform, Information Technology, Security, and Production Infrastructure & Engineering teams.

- Provides expert guidance and leadership in establishing, building, and scaling digital transformation and automation programs for clients.- Champions and leads Diversity & Inclusion initiatives within the Global Automation practice.- Built strategic mission and vision for the Global Automation D&I program.- Executes global automation programs, ensuring governance at the executive leadership and steering committee levels.- Guides clients in establishing efficient operating models tailored to their environment and maturity.- Ensures delivery excellence by embedding standard methodologies, managing outcomes, and fulfilling commitments.- Lead and provide oversight to multiple global delivery and project teams, playing a pivotal role as a trusted liaison between business and technology stakeholders.- Establishes, sustains, and expands IPA capability, identifying opportunities for interconnected solutions.- Drives the adoption of organizational change management practices to achieve sustained success and scalability.- Acts as a strategic partner and primary point of contact for clients and cross-functional teams.- Cultivates effective relationships with offshore teams within a global delivery model.

- Led and provided oversight to multiple global delivery and project teams, playing a pivotal role as a trusted liaison between business and technology stakeholders.- Led digital transformation initiatives, driving technology implementation and process mapping.- Defined and enhanced processes to improve and optimize business operations. Led process mapping activities, identifying opportunities for streamlining and automation.- Collaborated with stakeholders to implement technology solutions and drive business growth.- Provided expertise in process mapping and optimization, enabling adaptability in the digital landscape.- Contributed to define and implement best practices for process improvement and technology adoption.- Utilized a data-driven approach to identify process bottlenecks and leverage technology for optimization.

- Act as a trusted advisor to enterprise clients, driving business value and promoting Intelligent Automation best practices across people, processes, and technology.- Strategically drive revenue by understanding client's business and technology requirements, developing compelling solutions that align with their goals, and leveraging the power of Intelligent Automation (IA).- Manage resources for client engagements, overseeing roles such as Senior Developers, Business Analysts, Project Managers, and IT Operations.- Lead client transformations through the application of digital technologies, utilizing expertise in current and future technologies.- Identify customer challenges and objectives to align Agilify services and benefits with their specific needs.- Guide clients in adopting intelligent process automation, assisting in building, transforming, and operationalizing automation potential.- Define and implement Intelligent Automation across IT landscapes, including agile approaches, lightweight architectures, DevOps, APIs, and Cloud platforms.- Provide advisory services and leadership throughout the system’s development life cycle, focusing on automation capabilities - Deliver innovative, flexible, and cost-effective technology solutions and infrastructure capabilities

- Led and provided oversight to multiple global delivery and project teams, playing a pivotal role as a trusted liaison between business and technology stakeholders.- Led digital transformation initiatives, driving technology implementation and process mapping.- Defined and enhanced processes to improve and optimize business operations. Took charge of process mapping activities, identifying opportunities for streamlining and automation.- Collaborated with stakeholders to implement technology solutions and drive business growth.- Provided expertise in process mapping and optimization, enabling adaptability in the digital landscape.- Contributed to define and implement best practices for process improvement and technology adoption.- Utilized a data-driven approach to identify process bottlenecks and leverage technology for optimization

- Researches, analyzes, and identifies improvement opportunities in processes, issues, and workflows.- Supports the development of business rationale and communicates process changes.- Creates and maintains comprehensive project and process documentation. Develops standardized templates and formats for efficient process documentation.- Ensures centralized storage of process documentation for easy access. Supports simulation, testing, and implementation of process improvements. Provides effective communication and training on initiatives.- Reports and communicates progress on projects and initiatives.- Collaborates with departmental leadership to identify and address opportunities. Manages the project pipeline, prioritizing initiatives for optimal results. - Manage the project pipeline, prioritizing the initiatives for optimal results.

At the Project Onset:- Implemented an interim Service Ticket tracker and Inquiry Coordinator function to evenly distribute the workload among the team.- Developed and implemented a Quality process, tool, and measurement system. - Established and implemented a Productivity process, structure, and measurement system.- Created a Workload Management Plan to track backlog progress.Ongoing during the project:- Set and managed performance goals, regularly measuring and reporting individual and team performance.- Monitored and adjusted processes based on evolving needs.- Designed a staffing model and transition plan to ensure a smooth handoff to the long-term Supervisor and maintain optimal staffing levels.Outcome of the project:- Increased average daily incoming workload from 150 to 219.- Reduced backlog by 95%, bringing the oldest inquiry from 6 months to current. Improved turnaround time from 30+ days to 5 business days.- Doubled daily resolution rate.- Implemented measurement of quality (97%), productivity (103%), and first contact resolution (95%).

- Demonstrated expertise in Knowledge Management, effectively capturing, organizing, and sharing valuable organizational knowledge for enhanced collaboration and efficiency.- Led the successful implementation of Shared Services initiatives, driving streamlined processes and improved service delivery across the organization. - Tracked and reported Quality Assurance and Performance scores, providing valuable insights and driving continuous improvement efforts.- Evaluated, coached, and counseled team members, fostering a high-performance culture and ensuring optimal individual and team outcomes. - Played a key role in the development, launch, and continuous improvement of new programs, contributing to their success and long-term effectiveness. - Spearheaded the preparation and processing of business change management requests, actively driving continuous improvement initiatives within operations. - Skillfully facilitated Change Acceptance Board meetings, ensuring effective evaluation and approval of proposed changes.- Developed a robust change management process, promoting seamless transitions and minimizing disruptions.- Coordinated testing of changes from a business perspective, ensuring smooth integration and minimal impact on delivery areas.- Proactively monitored changes for potential impact to delivery areas, mitigating risks and ensuring successful outcomes.- Leveraged advanced automation capabilities, such as being an early adopter of Blue Prism, for improved efficiency and productivity.