Services Design Lead (IoT, OEM, SW and HPC Solutions)● Created and deployed service/support program for Lenovo’s first commercial Edge server (SE350)● Identified gaps in existing SW support offerings and drove the launch of DCG Services first dynamic cases routing system, working towards the creation of the first specialized SW support team in DCG● Drove Services enablement of support for DCG’s first mobile application for Edge server activation/security ● Established and led monthly roadmap/strategic reviews with above BU’s product leadership to ensure Services alignment with shared strategic objectives● Maintained 10+ external OEM/ISV relationships and led regular business reviews/updates● Championed Premier support for OEM, a new Service offering, specifically geared to drive improved CSAT and additional Services revenue with our OEM partners● Created 15+ new support models utilizing contained HC with no additional funding required● Collaborated across all Services functions to consolidate business case requirements for Evergreen ● Regularly collaborated with Legal CoE and SW Procurement to review contracts and created custom warranties for OEMs● Worked in cross functional teams across IDG and DCG to co-develop products and tools, including Lenovo’s Cloud Solutions (MS CSP) services and support and Thinkshield security for Edge devices.

● Led a global/multi-cultural Data Analytics team ● Managed a 2-year project with an external “big data” vendor which created tools that identified ~$400M in bookings opportunity WW. This tool has been accessed by over 150 employees WW.● Created strategy to achieve yearly goals for analytics tools deployment - Roadmaps● Developed first Services analytics dashboard that was key to buy-in of data analytics within the Services organization – CSAT Dashboard● Built the foundational metrics of our Services business which are now available via automated queries for use by all of Regional Service Delivery teams● Achieved recognition for three DCG management awards in consecutive years● Asked to present at DCG all hands to 400+ Service team members about my experience with the voice of the customer at Lenovo● Successfully managed 15 new IT improvements through their lifecycles

Responsibilities:This position is dedicated to performing best in class data management and business analytics. Key responsibilities include:• Perform complex data analysis in support of strategic and tactical initiatives; ad-hoc and standard reporting requests.• Develop programs, methodologies, and files for analyzing and presenting data.• Manage inbound and outbound data feeds between systems • Use and support database applications and analytical tools: evaluate data quality, applications, and functions, produce output, and maintain operation • Identify and manage the resolution of data quality issues including integrity, accuracy, consistency and completeness in an efficient and timely manner, for data used internally and for client use

Assist users (including 3PL) by resolving ERP system issues as the primary Tier 2 SAP support, including escalating more complex problems to appropriate parties and tracking to closure. SAP training / support where need is identified. Support all process owners as business needs require enhancements or changes to the ERP system, and assist with developing new tools if necessary. Monitor user-level security in SAP, including role addition and removalQuarterly role review to ensure security and SOX compliance and SoD complianceSoD compliance related to SAP rolesSoftware validation testing and sign-off for applications not supported by IK-CCSSAP Change request submission / trackingChange request release, ensure testing is completed / documented

-Charter member of the first Data Governance program at Avaya-Established Data Governance Council and led stewardship meeting-Data Governance prime for North and South America-Researched existing processes and needs to aid in the development of new policy documentation -Created job aids and conducted global training to promote standardization throughout our customer master data-Conducted a Data Quality audit of over 6 million+ customer master data records spread throughout nine systems. Quality checks included data accuracy, completeness, duplication and structural consistency.-Compiled and presented business cases for technology improvements to executive level management, including investigations for potential ROI.-Cultivated global relationships through various organizations-Established the first on-going master data quality dashboards using Tableau-Prime contact for SAP master data training and tips within Avaya’s CMD teams-Maintained cases, content, reports and support request queues in Salesforce.com-Worked closely with internal auditors to ensure SOX compliance on all projects

Successfully worked in an ever-changing and diverse global environment, maintaining over 6.1 million Material Master records in Nortel's 40+ sales areas and plants in SAP- Created LSMW tools for use by our global team to mass load/update upwards of 50,000+ records at a time for data maintenance and data migrations- In-depth knowledge of Vendor and Customer master record maintenance within SAP ECC 5.0- Master Data Prime for Nortel Repair and Returns group (subject matter expert)- Played key role and used ETL process when transferring Materials, BOMs, Customers and Vendor records to five new companies brought on through divestiture activities- Experience in Clarify Clear Logistics CRM maintaining materials and Site IDs- Created SAP process job aids and training documents that are used on a daily basis - Assisted in building our teams monthly metrics for presentation to management- In-depth troubleshooting experience with sales orders, purchase orders, and BOM issues- Daily use of SAP MDM to create customer records for use in SAP- Assisted in the development and documentation of SAP Data Standards- Maintained an average trouble ticket resolution time of one business day or less throughout four years- Managed and scheduled Master Data Quality and Cleansing Program- Setup Master Data in test environments for End User Acceptance Testing- Daily use of MS Access for data comparison and table building- Maintained data quality for compliance with monthly SOX Audits of Master Data- Trained in use of ECATT testing tools

Provided Technical Support to more than 250 computers in the College of ITAdministered the Lenel Control & Alarm Monitoring SystemAssembled server racks, including Dell, Apple, & Sun serversSet up offices and computer lab systems with Windows, Macintosh & Linux OS