● Promoted to lead the new normalization department and manage a team of three data specialists. ● Authored company standards and knowledge base for data normalization, including style guides, formats, rulesets, and web category hierarchies. ● Analyzed project completion rates and Levels of Effort (LOEs) to calculate deadlines and create reports for stakeholders. ● Conducted final reviews and edits of completed normalization projects, to ensure 100% accuracy prior to publication. ● Evaluated existing industry terminology, and created standardized system for internal data management and marketplace listings.

● Managed a team of 3 data engineers through the ongoing update cycles for 200+ suppliers; included monitoring for new and discontinued part numbers, updated product information, application listings, etc. ● Vetted potential new clients’ data systems, evaluating ease of implementation and data absorption prior to signed contract.● Conducted onboarding and training calls for manufacturers on automotive aftermarket data best practices, providing customized resources to increase suppliers understanding of datapoint needs and increase third-party reselling numbers.● Implemented a process for peer reviewing data updates, decreasing management time requirements by 80% and rolling the process to the entire department.● Initialized weekly training sessions on systems, best practices, data tool usage, etc., ensuring all team members maintained up-to-date knowledge and professional development.● Mentored and coached junior team members in data standards, internal systems, Excel, SQL, and industry knowledge to develop their technical skills and decrease time to optimal productivity.

● Completed Aftermarket Catalog Exchange Standard (ACES) and Product Information Exchange Standard (PIES) update projects, updating any new product details into the internal database and adhering to Auto Care recognized standards.● Assigned as the relationship manger for over 100 manufacturer accounts to ensure up-to-date information was exchanged.● Developed and implemented Excel and SQL-based solutions for validations, data manipulation, data pre-processing, and conflict checks.● Created and maintained custom tools, such as a URL image downloader, HTML stripper, PIES validator, data pre-processor, pricing updater, Features and Benefits (FAB) stacker, and brand completion tracker.

● Designed and implemented Excel templates and macros to improve departmental efficiency and reporting capabilities.● Developed and maintained SQL functions and scripts to streamline data processing and analysis workflows.● Implemented automated data auto-build processes, resulting in a significant reduction in data errors, inconsistencies, and efficiency gains.● Facilitated training sessions on data best practices and tools to enhance team members' skills and knowledge.

● Played a key role in the development and optimization of product data classification systems and data discrepancy tools, improving data organization and accessibility.● Updated eCom automotive aftermarket data by cross comparing vendor application guides to internal systems data.● Performed routine data audits and quality checks to maintain data integrity and ensure compliance with e-commerce standards.● Collaborated with vendors to optimize data exchange processes and resolve data discrepancies in a timely manner.

•Managed 2 Technical Team Leads_________•Customer Escalations__________•Vacation Scheduling•Managed 5 Technical Support Reps_______•Technical Credit Requests______•Mentor agents•Managed 4 Customer Service Reps________•Task out Cases to Agents______•Delivered Team Updates•Bi weekly Quality Analysis meetings_______•All CSR functions_______________•Nightly Reports•Review / Authorize Service Requests______ •All TSR level 1/2/3 functions___•Managed Team Projects•Review / Authorize Equipment Orders_____•Took Overflow calls____________ •Update KB•Review and Close all Installation Cases____ •Advanced connectivity Issues__•Technical Training•Review cases / calls for mistakes / issue___ •Out of Scope Escalations_______•Changed office culture•Coach employees for mistakes made______•Review script logs for errors____•Performance Reviews•Handle 1st level Employee HR issues______•Video Distribution Support_____•Employee Counseling•Manage Internal General Support Email___•Remote PC Hardware Support__•Weekly Team Meetings•Managed Production Coverage___________ •Approve Ops Review Requests__•Management Training

•Managed a staff of 9 Support Reps_______•Changed office culture______•Handled Client Escalations•Managed a staff of 8 Graphic Designers__•Created new policies________•Managed Team Projects•Evaluated existing staff____________________•Created new procedures____ •Organized Team Meetings•Made changes with personnel____________ •Implemented new systems__•Employee Reviews•Brought in a higher level of staff__________ •Visibility into tickets_________•On Call 7 Days a week•Started a weekly Management Meeting___•Trend Analysis_______________•Scheduling

•Started as NOC Supervisor_______________•Moved to Jr. System Admin__•Server hosting•Moved to NOC Manager in 2 months___ •Web hosting administration__•T1/DS3•Managed a team of 26 in a NOC________•DNS administration__________ •HSRP•Two 24x7 Data Centers___________________•Run and Test cross connects_ •Email support•Created new policies & procedures______ •Monitor security systems____•Monitor network•Attended weekly management meetings_•Data analysis reports________•Monitor cooling•Hiring / Interviewing______________________ •25,000 sq. ft. Data Center___•Monitor power•Scheduling for 24/7 Coverage____________ •Remote hands support______•DSL Support•Created/Maintain Access sheets__________ •Employee Counseling_______•Dial-up Support

•Billing Specialist___________________________•Point to point wireless________•Wireless T1 Support•Technical Wireless Support________________•Point to multi-point wireless_•Wired T1 Support•Technical Support Lead____________________•2.4 / 5.3 / 5.8 GHz Radios___ •Hotel Wi-Fi Support•Created Training Manuals_________________•Trango Systems Radios_______•Dial-up Support•Name Server Administration______________•Karlnet Radios________________•Email Support•Web Hosting Administration_____________ •Worked w/ Cisco & Foundry_•HTML Support•Mail Hosting Administration______________•Field Support_________________•DSL Support•Technical Interviews for new hires_________•Assign Cases_________________ •Domain Registration •Attended weekly management meetings_ •T1 Cancellations______________•Account Auditing•Weekly Churn reporting___________________ •Customer escalations________ •Queue Manager•Devise new department flow processes___ •Data and Trend Analysis______•Trained new hires

•Roadrunner High Speed Specialist___•Average of 50 calls a day____ •Trainer•Dispatching to 3rd Party Vendor_____•Tier 1 call handling___________•Trouble-ticket logging•Field Support for Service Calls_______•Tier 3 call handling___________ •Cable Modem SupportSelf approved Credit Requests________•Billing overflow_______________•Email Support•Manager Assigned Projects__________•Remedy Ticket Assignments__•Lead

•Roadrunner High Speed Specialist___•Average of 50 calls a day____ •Trainer•Dispatching to 3rd Party Vendor_____•Tier 1 call handling___________•Trouble-ticket logging•Field Support for Service Calls_______•Tier 3 call handling___________ •Cable Modem SupportSelf approved Credit Requests________•Billing overflow_______________•Email Support•Manager Assigned Projects__________•Remedy Ticket Assignments__•Lead