Managed the development, configuration, deployment and production support of a complex, multi-million-dollar system—Kronos Workforce Central solutions—enabling Starbucks to manage labor costs far more efficiently via automated forecasting, scheduling, and timekeeping.• Developed the strategy, milestones, and individual tasks required to deploy the new Kronos system to over 7,000 U.S. locations; additionally consulting with implementation team for Starbucks France.• Created the roadmap needed to assure consistency between the primary and secondary production data centers, unit/system testing, and certification environments throughout the SDLC and Release schedule.• Established tier 2 & 3 production support teams standardizing processes and communication plans.• Implemented a new application authentication policy to meet enterprise-wide security standards.• Made decision, created requirements, and wrote plan to replace the standard Kronos job scheduling module with a custom-designed tool allowing for tighter integration with Starbucks systems.• Authored and implemented the batch processing schedule for approximately 250 scheduled jobs, ensuring compliance with local Service Level Agreements across 6 time zones.• Managed functional and technical specifications team responsible for defining all needed interface requirements, including a 4-member FTE/Vendor team. • Responsible for 24x7 application and system monitoring; facilitate weekly vendor meetings to review system status, as well as cross-group collaboration sessions with Infrastructure teams to manage O/S and database patching/maintenance issues and perform root cause analysis on production incidents.

Recruited, trained, and led a team responsible for the deployment and support of MICROS Point-of-Sale (POS) systems in over 1,000 Company-Operated Starbucks International stores. • Project-managed the first integration of International MICROS sales data with the Starbucks sales audit and inventory management systems. • Deployed MICROS enterprise configuration management system and store credit card authorization system, all supported by a vendor hosted data center in the United Kingdom.• Implemented a revised network solution for stores in China to assure that all components of store data transmissions arrive intact and unaltered at the intended destination data center in the United States.

Managed team of 6 analysts responsible for batch processing of mission-critical business applications across multiple operating systems and technology environments.• Participated in approx. 30 major IT projects per year and successfully completed approximately 3,700 batch jobs daily utilizing BMC Control-M scheduling software. • Developed new QA process and developed/implemented various standards to work with new and/or modified software as it was migrated into the production environment.• Managed the vendor relationship with Control-M (BMC), ensuring day-to-day stability of the scheduling application and compatibility with current and future O/S platforms and environments. • Championed upgrades and patches to ensure vendor supportability and business process stability.

• Defined functional and system requirements and developed systems training programs for end-users.• Selected, tested, implemented, and fully documented retail software upgrades and new releases.• Developed a standardized equipment procurement and installation process for all new stores. • Maintained system integrity by integrating the store system with the host system, involving uploads and downloads of pricing, customer files, accounts receivable data, and store sales data.

• Completed comprehensive analysis of business needs, existing technology, and potential solutions.

• Wrote IT policies/procedures and managed procurement, delivery, and installation of store systems.• Managed an $11M hardware, software, and maintenance contract with the store systems vendor.• Instituted a hardware maintenance call tracking program that reduced equipment downtime by 30%. • Implemented new troubleshooting procedures that resulting in a savings of over $50,000 per year. • Hired and developed a staff of five employees that resolved 90+% of Help Desk calls at the first level.