Transformed data evaluation and sourcing processes, integrating cutting-edge data sources that contributed to the development of innovative features for telematics and insurance products, ultimately increasing product features and competitiveness.Pioneered a data scouting product roadmap, synchronizing efforts across Data Science, IT, and business units to ensure optimal resource allocation and project alignment, resulting in a 30% improvement in project delivery timelines.Developed and maintained a comprehensive data supplier catalog, enhancing the availability of high-quality data for R&D and innovation initiatives, leading to a 20% increase in data-driven experiments efficiency.Streamlined problem identification and prioritization processes by collaborating closely with Data Science, Engineering, and product teams, ensuring that data scouting efforts effectively addressed critical business needs.Launched crowd-sourced innovation campaigns, fostering a culture of creativity and ideation that generated numerous telematics-based experimental ideas, some of which led to successful product enhancements.Engaged stakeholders in continuous process improvement, leveraging new insights and tools to achieve sustained efficiencies and optimized workflows, resulting in a 30% reduction in overall process time.Partnered with customer insights and UX teams to identify and address emerging trends, developing targeted solutions that improved customer satisfaction and retention rates.Executed on strategy and vision for digital auto and telematics products for the American Family Enterprise. Conceptualized, designed, and tested solutions for potential new and viable products. Coordinated and guided the build of minimum viable products (MVPs), prototypes and pilots.

Led organizational change management initiatives for Agile, Product Management, and Design & User Experience communities, increasing awareness and adoption by 40% through targeted strategies and effective communication.Directed transformational change efforts for high-impact applications, ensuring a seamless transition for agency and corporate users, resulting in a 30% reduction in transition-related issues and enhanced user satisfaction.Developed and delivered comprehensive training programs for collaboration tools (JIRA, Confluence, & MS Teams) at the Enterprise Learning Conference, improving tool utilization by 50% and enhancing overall employee productivity.Implemented innovative solutions that streamlined business processes, leading to a 25% improvement in operational efficiency and a significant reduction in project delivery times.Collaborated with cross-functional teams to identify and prioritize key transformation projects, aligning initiatives with business goals and achieving increased project success rates.Fostered a culture of continuous improvement by promoting the adoption of best practices and new technologies, contributing to sustained cost savings through technology consolidation.

Guided product owners and managers in defining and implementing KPIs and OKRs, enhancing the adoption, performance, and quality measures by 30%, resulting in improved accountability and strategic alignment.Designed and executed a high-impact communication campaign that celebrated innovative data-related work across the organization, increasing engagement and recognition by 40%.Developed and implemented data visualizations and interactive dashboards for product teams, providing actionable insights and real-time progress tracking, which led to a 25% increase in data-driven decision-making and overall backlog efficiency.

Directed a high-performing 12-member team in major incident response, reporting, and analytics, successfully identifying root causes and delivering comprehensive reporting and metrics to IT users and management, leading to a 20% reduction in incident resolution time.Implement process improvements to Problem Management by leveraging stakeholder empathy interviews, enhanced data initiatives, and industry best practices, resulting in a 15% increase in process efficiency.Facilitated strategic workshops to deepen understanding of complex, multi-application workstreams, significantly improving system interoperability and stability.Utilized advanced statistical analysis and Python machine learning models for risk identification, implementing a Lean experimentation framework that yielded actionable outcomes, reducing incident recurrence by 30%.Collaborated closely with IT leadership to tailor dashboard, analytics, and reporting needs, producing insightful monthly analytical reports for all IT leaders and conducting weekly review meetings that drove continuous improvement efforts, enhancing overall IT performance by 20%.

Created data analysis for legal discovery requests, generating comprehensive reports (SQL, SAS, & Tableau) to deliver key insights..Collaborated with management to maintain data integrity within the divisional data warehouse infrastructure and optimize operational and strategic performance scorecards, enhancing data accuracy for reporting and analysis.Provided ongoing internal assessment and consulting on divisional business results and performance analytics, offering actionable insights that drove a 25% increase in overall performance and strategic alignment.

Developed comprehensive ITSM metrics and KPIs, significantly enhancing the assessment and performance of individual processes and overall ITSM program operations.Led the planning and execution of ITSM initiatives, processes, and systems, resulting in more streamlined and controlled metrics management, which improved reporting accuracy by 25%.Pioneered innovative analytical approaches, continuously refining data analytics and delivery methodologies within the ITSM domain, leading to an increase in actionable insights and decision-making capabilities.

Provided strategic updates to senior and executive management through weekly status reports on project and production problems, leading to informed decision-making and timely issue resolution.Streamlined business and customer requirements by collaborating effectively with third-party vendors, Subject Matter Experts, Business Analysts, and Project Managers, resulting in efficient problem resolution and enhancing cross-functional collaboration and relationships.Created recommendations for process integration across ITSM processes to improve efficiency and ensure improved data integrity and accuracy.Researched ad hoc requests for problem investigation and delivered reports promptly.Proactively identified problems within the ITIL framework through reporting analysis, knowledge usage, and incident review, to drive resolution and prevent reoccurrence.Solicited feedback from management and staff to create I/S standards for communications, governance, and processes.Developed and documented process workflows for projects to ensure stakeholders were kept informed.Created and maintained SharePoint project sites for project documentation and tasks, allowing management and staff to be informed of ongoing projects.Worked with Operations to ensure issues were identified proactively through system alerts and monitoring, resulting in issues being found before creating incidents for clients.Developed process improvement recommendations to find efficiencies and enhance cross-discipline interactions, improving the quality of projects and processes within the division.Developed tailored reporting and analysis for post-implementation monitoring of major software and system rollouts.Developed test plans and use cases for updates to enterprise CRM software, allowing for the identification of gaps in processes and technologies.

Led a project team of six to successfully convert over 10,000 knowledge base solutions into a new environment, significantly enhancing accessibility and user experience.Orchestrated the rollout of new hardware and software support for the Service Desk, ensuring seamless integration by assessing impact, mitigating risks, and meeting documentation requirements, which resulted in a 20% improvement in support efficiency.Developed and conducted comprehensive Knowledge-centered author training for the Service Desk, business Subject Matter Experts (SMEs), and over 150 IT members, boosting knowledge sharing and process adherence by 30%.

Developed comprehensive maintenance guidelines and a documentation style guide for IT diagnostic categorization, significantly enhancing usability, accuracy, and efficiency of reporting processes.Authored technical troubleshooting diagnostics for the Service Desk and translated complex information into simplified language, improving usability for non-technical users.

Offered phone and desk side support for desktops, printers, and networking issues. Participating in a re-organization of assets and inventory.

Documented and reported fuel inventory on daily basis.Audited inventory on monthly, quarterly, and yearly basis.Processed incoming and outgoing order tickets.Communicated with pipeline to coordinate proper levels relative to demand.