• Developed a framework of Confluence templates and Visio workflows for product owners to determine if pieces of existing client experience functionality should be moved out of a DB2 environment, retired or redesigned to potentially save hundreds of thousands of dollars in unnecessary development time and hardware costs.• Created the metadata for a DB2 environment which houses the client experience by consolidating information gathered through the research of technical and business documentation, the collaboration with technical and business partners and the creation of Oracle SQL queries. Expected to greatly reduce product owners’ research time when creating new and modifying existing experiences.• Improved service request process by increasing request visibility through implementation of a JIRA Kanban board and email notification of new requests, decreasing request wait times by addition of searchable hashtags to flag needed actions and reducing team contention.

Providing motivational speaking, workshops and individual sessions to help clients define and build character.

Agile Product Owner working with business and technical teams on the development of functionality to improve the client experience. Created user stories, prioritized efforts, and orchestrated user acceptance testing. • Led my team in a company-wide, multi-phase, multi-team effort to transition our client base to paperless statements and trade confirmations saving hundreds of thousands of dollars yearly in paper costs.• Assisted small enhancements team with the implementation of the Agile methodology to increase team efficiency and throughput.

Project manager leading an IT team working on multiple, cross-functional projects and enhancements to continuously improve the quality and delivery of profitability data companywide. • Headed the creation of a user interface that allows business partners to generate the data and reports themselves for a time critical annual report. Awarded Business Excellence award for this effort due to saving the company thousands of dollars a year in developers’ time that was previously used for report modification and generation.• Oversaw the reduction of data monthly processing and report generation times and cost through the relocation of data history generation and the implementation of a SATA archival strategy.

Program manager leading a global IT team on a worldwide, cross-functional, multi-phase customer facing web support tool project. • Coordinated global business, external vendors and IT to ensure project timelines are met and business requirements satisfied for a successful project completion. • Successfully deployed a Chat support tool to over 1300 agents in seven countries.• Collaborated on long term Chat strategy for consumer support. • Orchestrated the investigation of support tickets which reduced ticket counts by 40%.• Launched a review of Chat manual processes resulting in the automation of the removal of credit card information from Chat transcripts which reduced agents’ support time.

Expert level business analyst consulting with global business and IT on the development of customer facing web support tools and support agent tools.• Ensured the businesses’ needs are met in all phases of projects for multiple work streams in the customer assisted and unassisted support space. • Created business requirement documents, functional design documents and use case documentation for multiple projects in the consumer support space. • Collaborated with designers on software screen design. • Developed standardized documentation for all phases of a global multi-phase project. • Mentored and trained new business analysts coming into the organization. • Recognized as a subject matter expert in the diagnostics field. • Received CIO Star Team Award for outstanding work on a consumer agent tool.

System/Software Engineer for the Diagnostics Program developing software for assisted and unassisted support solutions.• Programmed new solutions in JavaScript, SQL and HTML.• Developed new team processes to lessen the time it took our team to deliver automated solutions.• Recognized as the technical liaison of the hp self support solutions team. • Organized the testing and localization of solutions.

U.S. IT Lead for call center reporting.• Developed Sybase Transact SQL stored procedures, UNIX scripts and Brio reporting tool queries.• Operated as second tier support for the Brio reporting tool. • Identified as a member of the call center’s reporting strategy team.

Served as the U.S. IT Support Lead for support agent tools. • Delivered second tier IT support of the support agent tools.• Modified HTML and UNIX scripts.• Developed in the Vantive environment for the support agent tools. • Coordinated black box, white box and performance testing. • Created new processes for IT support team.New tool implementation and testing coordinator and process developer.