IRS certified tax preparer. Prepare income taxes for low income and senior clients, with a goal of obtaining all possible benefits for the client, while ensuring accuracy and completeness of tax returns.

Street Roots — published weekly in Portland, Oregon — has been Portland's flagship publication addressing homelessness and poverty since 1998. Street Roots creates income opportunities for people experiencing homelessness and poverty by producing a newspaper and other media that are catalysts for individual and social change.

Managed global team of IOS escalation engineers, focusing on timely resolution of critical software issues. Worked with counterparts across the corporation to create/refine consistent and scalable escalation processes. Evaluated analytical tools and processes to identify and drive customer needs into a large, disparate engineering organization.• Drove lessons learned from customers into corporate initiatives including software release tools and processes, business resiliency plan… Show more Managed global team of IOS escalation engineers, focusing on timely resolution of critical software issues. Worked with counterparts across the corporation to create/refine consistent and scalable escalation processes. Evaluated analytical tools and processes to identify and drive customer needs into a large, disparate engineering organization.• Drove lessons learned from customers into corporate initiatives including software release tools and processes, business resiliency plan and customer-facing knowledge portal.• Scaled support mechanism by streamlining processes and providing “self-service” technical support information to service partners.• Consulted on creation of a technology-specific (IPv6) knowledge base portal to provide easy access to documentation for customers making a technology transition.• Performed regular analysis and correlation of data related to customer issues seen, identified trends and potential hot-spots, presented with recommendations to executive management at operations reviews. Provided input to tools development teams to ensure generation of actionable data. Show less

Instrumental in taking the CRS from early field trials to a $1B business through a combination of: engaging directly with key customers and support teams (sales and service) around the globe; analyzing trends across all customers; and, driving product and process improvement projects.• Managed high-performing team of customer-facing engineers and project managers on five continents. Fostered teamwork and coached individuals to high achievement.• Built and led extended virtual… Show more Instrumental in taking the CRS from early field trials to a $1B business through a combination of: engaging directly with key customers and support teams (sales and service) around the globe; analyzing trends across all customers; and, driving product and process improvement projects.• Managed high-performing team of customer-facing engineers and project managers on five continents. Fostered teamwork and coached individuals to high achievement.• Built and led extended virtual team of key global resources, representing technical support, professional services, sales and engineering. The team focused on developing and sharing best practices for customer support and deployment, as well as providing input to engineering on product improvements.• Managed creation, delivery and ongoing improvements of advanced training to technical support personnel.• Developed metrics and web-based tools to manage customer deployment data. Analyzed/correlated data, produced reports, recommended improvement initiatives.• Planned releases, prioritized content, monitored quality, managed risks. Managed product roadmap and lifecycle, resolved product transition issues.• Provided early visibility of key customer pain-points to engineering and leadership teams. Prioritized new requirements and drove issue-resolution. Initiated and managed product improvement projects based on customer input.• Provided regular and ad hoc executive communication on overall trends as well as specific status about key customers.• Created scalable and consistent field communications, implementing standardized communication vehicles; providing focused and timely access to critical technical information, resulting in fewer customer-encountered issues.• Ensured timely resolution of technical and business escalations. Assessed and communicated business impact. Managed issue resolution; root cause analysis and corrective actions; and, communication plans both internally and with customers. Show less

• Defined and project managed customer engagements, early field trials and support readiness initiatives for the CRS, setting the stage for successful early deployments with key customers.• Developed and project managed extensive pre-production trials of CRS. Internal project team spanned multiple functions and geographies. Partnered with lead customers to elicit and incorporate early technical and operational feedback into final product.• Created and managed innovative field… Show more • Defined and project managed customer engagements, early field trials and support readiness initiatives for the CRS, setting the stage for successful early deployments with key customers.• Developed and project managed extensive pre-production trials of CRS. Internal project team spanned multiple functions and geographies. Partnered with lead customers to elicit and incorporate early technical and operational feedback into final product.• Created and managed innovative field readiness program, resulting in exceptional field engineering talent and customer support ecosystem. Program included technical training; building expertise and community via rotation programs; and, managing ongoing technical forums to share best practices and discuss technical issues. Show less

• Defined and managed ongoing trials of very early iterations of the software that now runs on the CRS. Worked directly with lead customers and industry leaders testing software; worked with engineering to timely delivery of capabilities to ensure successful trials of specific functionality.• Drove software packaging, pricing and lifecycle support strategies. Developed product concepts, working directly with customers to get feedback on prototype software. Directed engineering… Show more • Defined and managed ongoing trials of very early iterations of the software that now runs on the CRS. Worked directly with lead customers and industry leaders testing software; worked with engineering to timely delivery of capabilities to ensure successful trials of specific functionality.• Drove software packaging, pricing and lifecycle support strategies. Developed product concepts, working directly with customers to get feedback on prototype software. Directed engineering activities. Operationalized the concepts. • Developed communications plans for IOS transition. Wrote white papers and product bulletins; managed vendor development of executive-level presentation material. Presented to customers, at trade shows and on CiscoTV. Show less

Product Manager• Led team to define and implement new software delivery process, involving changes to the product as well as delivery infrastructure. Identified and resolved key issues and cost drivers. Performed financial analysis, developed business case, made program trade-offs and wrote product requirements document. Took program through formalized gate processMember of the Scientific Staff• Defined technical implementation of Basic Rate ISDN on the Meridian 1… Show more Product Manager• Led team to define and implement new software delivery process, involving changes to the product as well as delivery infrastructure. Identified and resolved key issues and cost drivers. Performed financial analysis, developed business case, made program trade-offs and wrote product requirements document. Took program through formalized gate processMember of the Scientific Staff• Defined technical implementation of Basic Rate ISDN on the Meridian 1 PBX. Identified technical and market requirements; resolved implementation issues with developers; reviewed and provided input to corporate standards contributions. Show less

Member of the Technical Staff• Defined network management requirements for a private network service. Led a team defining requirements for transparent interworking among public and private networks.