• Spearheaded the development and implementation of a comprehensive training program, managing 1,200 classes for nearly 4,000 software end users at a Federal Health Care Center, across diverse platforms and locations. Attained record-breaking completion rates, ensuring users were thoroughly prepared for a successful go live.• Served as the primary liaison for client management, leading multiple weekly meetings and facilitating collaboration between executive and federal leadership teams to ensure on-time program implementation.• Oversaw a team of approximately 50 trainers and 10 support staff across two physical locations and virtual platforms. Conducted daily touchpoint meetings, improved classroom dynamics, and provided ongoing coaching and mentorship.• Led a team of nearly 90 post-implementation support staff, coordinating schedules and specialized support for 4,000 software end users across hospital settings, pharmacies, outpatient clinics, and remote facilities.• Managed relationships with numerous partner teams and organizations to successfully deliver over 110 integrated training sessions across various software systems.• Chosen to define job roles and responsibilities for a newly created position, pilot the role, and train two team members to align with the company's transition to Agile Project Management for software training materials.• Delivered presentations to over 500 end users, offering comprehensive guidance on system usage, timelines, and available resources.• Led training sessions and workshops for a federal client team, strategically aligning them with key project milestones.• Onboarded and trained four team members for my role, conducting training sessions, creating project simulations, and providing mentorship during their initial implementations.

Lead cross functional teams in the deployment of commercial-wide projects (20+). Directed multiple Waterfall projects as engagement manager, leading a team of internal staff and external teams in delivering business demos.• Created project plans to fit stakeholder and customer needs and deliver with-in budget on desired outcomes• Defined project roles and responsibilities in close collaboration with the customer, including project scope, timeline and objectives to ensure a cross-functional understanding amongst project members• Performed project tracking through clear and concise status reports; proactively identify potential issues and track project member progress against commitments• Learned from recent projects to identify and recommend improvements and substitutions to positively impact current and future projects or schedules• Managed customer service metrics and improved strategies as well as measure customer satisfaction at a defined cadence

Drove development, implementation, training, and support of the commercial Agile projects (30+). Lead project management on property management software installation and design projects for key accounts. Engaged directly with clients to define scope and requirements, identify risks/issues, and offer effective solutions.• Served as the tactical point of contact for clients regarding Agile project planning, timeline forecasting, organizing deliverables, relaying meeting minutes, and driving client projects forward• Planned resources and assisted in training staff and consistently developing the talent pipeline• Achieved high levels of satisfaction by skillfully coordinating competing priorities and devising and executing strategies to meet schedules and on-site logistics requirements• Responsible for end-to-end project management and software delivery, using established project management methodologies• Guided customers on the configurations and workflows that best work with their properties and departments

Recognized as a deeply embedded team member fully integrated into startup culture with a talent for identifying and remedying obstacles to project success. Provided high-level consultation to the PM Team on all areas including Waterfall project management, technical configuration, client delivery requirements and on-site inspection.• Ensured on-time attainment of metrics and objectives for successful project delivery by coordinating with client-side external, internal and executive-level teams, as well as contractors• Collaborated cross-functionally with numerous teams across the organization and coordinated logistics,communications and reporting; tracked metrics and results• Determined and assessed the need for staff or resources prior to project implementation, as well as assessing iteratively through the project life cycle• Managed deliverables from vendors and conducted site visits to coordinate product delivery logistics• Worked projects’; Trunk Club, PGA Tour & Snap Chat, that generate 50k–200k of MRR with a project cycle of 90 days(about 3 months) to a year• Traveled 80% nationally/internationally, providing on-site consulting, workshops and go-live support

• Work directly with customers through phone, email, and case management system to fulfill move/add/change requests for phones and services• Ensure the functional tasks in the provisioning process are handled quickly and efficiently (cut sheets, shipping, programming etc.)• Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action to higher level technical teams• Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers• Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network (Linux and / or other Unix), handset, and end-user issues• Proactively suggest and implement process improvements• Acquire and maintain current knowledge of Thinking Phones’ solutions

• Process all Conversion and MAC: Move, Add, and Change orders for our existing local customers accurately and effectively• Update customers with intimate information pertaining to specific accounts• Work closely with internal depts. to ensure correct service and billing processes flow seamlessly• Troubleshoot customer requests to ensure proper resolution in a timely manner• Attend Granite University, which allows workers to enroll in courses to further expand knowledge of intra-departmental policies