• Developed Workday's first data-driven approach to measuring Availability (uptime); Determined thresholds to be used for reporting internally, and for Workday customers• Developed complex data solution to create Workday's first Availability analytics with data visualizations for Availability, SLA compliance, maintenance, customer health and private & public clouds; Identified problem areas enabling strategic planning & creation of Resiliency programs.• Provided expertise and monthly executive summary to create transparency around contractual SLA requirements.• Created deep-dive analysis of Workday outages and translating data into actionable insights.• Provided expertise across Workday, supporting various organizations including Product, Technology, Customer Support, Presales, & Core Services. Subject matter expert in Availability.

SME for Availability at Workday. Responsibilities include working cross-functionally to gain a deeper understanding of the business and to create and build relationships, Responsible for all aspects of data analytics as it relates to Availability, outage detection, classification of outage, SLA and contractual adherence. Also responsible for creating KPIs, creating and maintaining dashboards.

• Worked cross-functionally to understand business problems and to provide data driven insights• Communicated insights to business leaders and influenced teams to take action based on recommendations• Uncovered operational inconsistencies affecting data integrity, performance opportunities, and improvements to process• Created and managed operational dashboards for multiple teams• Provided coaching to business leaders to understand data, and to manage and influence their teams to drive up morale and performance.

• Successfully implemented a new Service Desk from the ground up; In-sourced Service Desk function which had previously been outsourced for 8+ years• Hired & trained talent, implemented operations, and maintained average Net Promoter Score (NPS) of 90 • Restored the customer's confidence in the Service Desk by consistently providing outstanding, high-quality service• Brought metrics to the organization for multiple business lines; Implemented operational dashboards; Managed to metrics

• Managed technical relationship for US strategic accounts focused on exceptional customer service• Prepared client service metrics for network availability, messaging traffic, messaging latency, trouble tickets, and SLA adherence• Implemented process improvements for global support center to improve communications between global teams.

Provided expertise in global service desk operations reducing operational inefficiencies, improving employee productivity, and improving the customer experience.

• Successfully hired and managed a team of 18 technicians to support this fast paced, high-pressure environment in the areas of walk-up, deployment, inventory, printers and deskside services.• Managed the client relationship between Facebook and managed services provider. Onsite presence at Facebook 100%. Engaged regularly with Facebook IT management fostering a highly cohesive engagement and high customer satisfaction.• Delivered exceptional customer service to Facebook employee community. Consistently exceeded SLA and customer satisfaction goals. Worked closely with team to set expectations for delivering Facebook's expected "Nordstrom" level of service; provided training sessions customized to meet Facebook's high standards.• Achieved world class results by motivating the team to reach 97% or above customer satisfaction and service levels exceeding the goal of 95%. Consistently exceeded Service Level Agreement goal of 95%.

Successfully managed 24 x 7 x 365 Service Desk including Incident, Problem, and Change Management. Improved customer satisfaction by implementing procedural changes, standardizing communications, and staff coaching and mentoring.Improved team morale by providing consistent honest feedback, and defining areas of expertise.Implemented new ITSM application to accommodate operational needs and metrics.

Managed projects to implement "gift card mall" services to new grocery stores. Worked with cross-functional teams to provide post-implementation technical support.

Managed Services arrangement.Managed Helpdesk and call center operations for 3 managed services clients.Managed new client implementations. Assessed existing Helpdesk operations and staff to prioritize areas that needed immediate improvement.Managed 11 technical support engineers (tier 1, 2, and 3) and supported approximately 1,000 users through field services and call center operations.Restructured Helpdesk operations to a tiered structure to allow for growth opportunities within team; Restructure improved customer satisfaction by offering consistency, accountability, and introducing new training/mentoring opportunities.Managed hardware and software vendor relationships. Partnered with various teams at client locations to create new procurement and onboarding processes and to obtain buy-in from all parties.

Defined IT requirements for various internally developed applications. Developed and executed test plan and test scripts.Managed bugs/incidents during software acceptance period. Volunteered as “Frugality Team” webmaster; the team was established to increase awareness of cost savings within Cisco.