Lead Business Analyst for the Alden One software development project at Portland General Electric.• Led cross-functional team collaboration to gather requirements, identify process gaps, and pinpoint automation opportunities.• Produced detailed requirements documentation, including User Stories, Acceptance Criteria, and stakeholder approval tracking.• Designed comprehensive process flowcharts in Microsoft Visio, incorporating tracking codes to cross-reference requirements and ensure complete coverage of processes and requirements.• Collaborated closely with the vendor team to verify requirements feasibility and secure timely deliverable completion.• Developed and implemented thorough User Acceptance Testing (UAT) scripts and test plans.• Applied Agile methodologies, actively contributing to Sprint Planning, Retrospectives, and Risk Management discussions.

IT Service Manager (ITSM) Consultant for Adobe’s Marketo Engage, providing insights on service availability trends and advising on strategic initiatives. Analyzed service outage data to identify opportunities for service and process improvements, ensuring all processes and services achieved full operational maturity.• Critical Service Outage Program Manager, leading cross-functional teams through the root cause analysis process. • Developed and delivered training and documentation for global teams.• Managed multiple projects from initiation through closure, including planning, scope, risk management, and change control.• Developed and executed “The Database Get Well Plan,” a technical program to identify root causes of recurring database service outages and drive remediation, eliminating all related service disruptions.• Liaison between Marketo Engineering and Executive Leadership team, “telling the story” to give insight into ongoing programs.• Produced weekly KPI reports and presented monthly Service Quality Reviews, providing deep-dive technical analyses.• Promoted to SLA Manager; processed Service Level Agreement (SLA) violation claims for customers impacted by service disruptions. Conduct detailed reviews of customer contracts and accurately calculated refund credits.• Led numerous full cycle software migrations, including ServiceNow, PagerDuty and Microsoft PowerApps, among others.• Earned Adobe’s Technical Services Identity Excellence Award in 2021 for demonstrating excellence in daily activities.

Promoted to Support Leadership team to design Marketo’s Crisis Management program. Technical Program Manager focused on managing communication plans for customers and internal stakeholders relating to service outages and impactful product changes.• Reported directly to the VP of Support, partnering to build the Crisis Management program. Collaborated cross-functionally with C-suite, Executive staff and other Leadership teams to gather requirements, define user stories, and produce deliverables.• Created comprehensive communication plans about customer-impacting product changes for customers and internal teams. Provided “canned language” for customer-facing teams along with talk tracks and runbooks.• Owned Marketo Support’s social media presence. Supervised teams managing social media channels, ensuring consistency. • Monitored effectiveness of communication plans by developing Key Performance Indicators and establishing feedback loops. • Built data visualization dashboards to analyze KPIs in Hootsuite, Google Analytics, Marketo Analytics and Jive platforms. • Developed regular program updates, delivering executive-level presentations and communication materials, customizing content for each Leadership level, ensuring clarity and effectiveness for audiences of all skill levels.• Established the Priority Response Team in 2018, a dedicated Incident Management team that focused on internal communication and resource management during service outages, later adopted by Adobe and expanded across all products.

Managed internal Support knowledgebase and customer-facing troubleshooting documentation. Created an internal resource space for the Support team. Moderated community discussions and ran Marketo Support’s Twitter account and other social media outlets. Directed multiple project teams through the Operational Enhancement Committee, working cross-functionally with Product teams to develop product release-related Support Knowledgebase articles. Coordinated new collaborations across various teams within Marketo. Designed and implemented customer communication strategies for significant product configuration changes.• Moderated Marketo's Marketing Nation Customer Community, assisting customers with technical issues through 887 posts, earning 485 likes, 33 accepted solutions, and 50 community achievement badges.• Authored over 110 technical documentation articles, achieving a 25% improvement in Support case deflection.• Featured as a guest speaker in 5 webinars.• Built Marketo's Knowledge Centered Support (KCS) program, creating a self-sustaining documentation library.• Volunteered during the Marketo DNS outage in July 2027, coordinating field teams and managing executive communications with the C-Suite. Acted as the company's voice in social media and online tech news, receiving a one-off spot award of $10,000.• Awarded the "Star on Fire" by the CEO in Q4 2016 for rising stars in the company.• Created the “Release Readiness Program,” providing training and documentation prior to product releases in 2016.

Assigned Support Engineer for over 30 Premier customers, providing technical Support and customer advocacy. Played pivotal role mentoring new Support Engineers across regional offices to achieve operational and technical excellence. ● Subject Matter Expert for Real Time Personalization (RTP) products, building and running training programs for all regional offices globally.● Created the “Hermes Initiative” – a cross-functional program that advocated product change recommendations on behalf of customers and Support Engineers.

Provided technical support to Microsoft Surface Tablet PC customers in a Call Center environment. Supported both hardware and software related calls, logging service tickets and providing superior customer service experience for every caller.

Performed hardware and software testing on new server systems during manufacturing and assembly stages. Assisted in building new infrastructure test racks for evaluating new equipment. Played a key role in training new team members, serving as a primary mentor.

Diagnosed and remotely resolved computer issues. Logged service tickets, striving for "first call resolution." Managed the dispatch of technicians to Kroger stores across the nation. • Provided training and mentorship to new Helpdesk Analysts, ensuring they were well-prepared for their roles. • Actively collaborated on implementing best practices for process improvement initiatives.• Responsible for creating and maintaining knowledge base documentation to support efficient operations.• Participated in a Six Sigma Kaizen Event process improvement project, identifying and optimizing multiple procedures to enhance efficiency across global teams.