IT leader accountable for all aspects of project and service delivery to Ascend clients. Manage delivery of 30+ concurrent and diverse implementation projects, while transforming the delivery model with new capabilities to improve project throughput, improve overall delivery, and enhance overall customer experience. Introduce new tools and enhance processes to promote efficiency, planning, governance, and transparency with the customer.* Delivered an annualized revenue budget of $5MM through the direct management of a Professional Services team of 10. Team is comprised of project engineers and solutions architects.* Delivered over 360 projects to date and staffed approximately 350 additional project initiatives, including: new customer onboarding projects, cloud and server infrastructure projects, firewall, SSL VPN, UPS, PDU, Datto and Veeam storage, VOIP telephone upgrades, switch replacement projects, cybersecurity solutions, as well as Office365 e-mail and SharePoint migration projects.* Increased overall project throughput by 45% by implementing a new project delivery framework, which emphasized structured project planning, risk mitigation and client communications.* Increased solutions throughput by 20% through development and implementation of ‘self-service’ solutions (project estimates and plans) for high volume service request types.* Refactored pre-sales assessment to incorporate repeatable processes and ensure prospect alignment with updated Service Catalog.

IT leader accountable for full lifecycle delivery of risk management solutions to the legal services community.* Responsible for the direct management of the Risk Management Delivery team, comprised of business analysts, technical analysts, QA analysts and support sub-teams, including one manager-level direct report and a total staff of 15.* Successfully delivered multiple conflicts management and new business intake (NBI) client engagements ranging from $250K to $1MM.* Implemented resource and capacity utilization metrics depicting individual / team utilization as well as billable / non-billable work. This led to the identification of opportunities to become more efficient across teams, as well as the elimination of redundancies that interfered with positive performance.* Reduced monthly support inquiries 31% by implementing client self-sufficiency initiatives and restructuring of the support team.* Developed proposals, statements of work and change orders for client enhancement requests. This effort included development of detailed requirements and work estimates.* Served as primary client liaison for entire portfolio of clients; responsible for dispute management and resolution.* Responsible for monthly client invoicing and revenue forecasting.

IT leader accountable for the enterprise IT program & project portfolio, including build out and management of Program Management (PMO), Product Management and Management Services Organization (MSO) IT application support teams including two director-level and a third direct report, and indirectly, a total staff of 14; reporting directly to the CIO.• Defined overall IT strategy for business solutions, technology platforms, partnerships and external relationships. • Managed the delivery of Y-USA’s enterprise IT project portfolio, including development of the IT strategic roadmaps, project and portfolio funding requests, annual IT portfolio budgeting, and program and project prioritization within the portfolio.• Streamlined project management delivery practices by completing an assessment of current PMLC governance model and implementing practice changes. • Delivered 25% time-savings by developing a portfolio modeling tool to facilitate annual budgeting processes for both resource allocation and project spend.• Reduced unplanned outages and disruptive change by implementing a comprehensive IT change management program, which increased visibility and minimized disruption of IT changes.• Developed of strategic product roadmaps, as well as oversaw scope and requirements for new product features and enhancements, including the management of product backlogs.• Established a new HIPAA compliant IT business applications support team support the recently implemented Athena EMR solution. Scope of effort included the recruitment of staff and establishment of level 1-2-3 support matrices, procedures, processes and SLAs.

Managed a development team responsible for a portfolio of 20 applications (custom developed software, commercial off the shelf software and cloud-based applications) that support Business Intake and Conflicts, Docket and Matter Management business groups.* Delivered major enhancements to the Business Intake and Conflict system to enable firm leadership to track alternative pricing arrangements and increase profitability.* Initiated major refactoring of the Business Intake and Conflict system to stabilize the system, optimize integration points and scale the system to provide increased processing capacity. Managed delivery of a K2 (workflow engine) server farm used by the system to stabilize and improve failover capabilities. * Reduced overall record management cost by over $1 million within the first year of rollout through implementation of enhancements to the LegalKEY records system to support new record retention policies for physical artifacts.* Completed the set-up of a new SharePoint 2013 environment to provide the infrastructure framework to support the firm’s knowledge management and enterprise search initiatives.* Launched a new property tax application that automates template creation, providing greater integration with county assessment records, and increases data retrieval and analysis speed, all combining with other efficiencies to improve turnaround time for the real estate practice.* Created a new management reporting portal using SQL Server Reporting Services (SSRS), providing a new tool to more efficiently leverage organizational application data stores, including delivery of a report development governance model to ensure that future report development adheres to standardized processes.* Turned around an underperforming staff by establishing priorities, motivating behavior, and setting clear expectations for performance. Successfully created a team-centric workplace while maintaining a sense of personal responsibility.

Member of Authentify’s Service Delivery team, responsible for new customer implementations, customer relationship management and production support. Authentify is the leading provider of hosted Out-Of-Band Authentication services, utilizing the telephone as a separate channel to authenticate web-based transactions.* Managed relationship with organization’s largest financial services customer; developed customized reports, engaged in SLA service reviews, and recommended enhancements to existing products. * Contributed an additional $800,000 in revenue – representing an approximate 4% increase in transactional volume, by directly managing for 40 new customer implementations.* Architected documentation for 2CHK product launch, a suite including a comprehensive technical guide, service manual, new customer implementation functional requirements template, and application FAQ.* Enhanced existing support processes by creating more timely and detailed alert notifications and developing trend analyses.* Designed a solution to consolidate customer profiles and contact information, product summaries and SLA requirements in a single location through use of SharePoint.* Developed and staffed a customer support team to provide high-value relationship management, implementations services and technical support to Authentify financial services and e-commerce customers.

Assigned to RREEF - Deutsche Bank in the capacity of lead business analyst to manage business requirements gathering for a major outsourcing of property management and property accounting operations to multiple third-party property management vendors.* Managed team of analysts to identify and examine redundancies in vendor communication requirements. Eliminated over 45% of unjustified financial and management reports across five business channels.* Developed and administered fully integrated SIT and UAT test plans, requirements traceability matrices and test scripts utilized by third-party vendors and RREEF business partners. Coordinated SIT/UAT testing.

Assigned to Wachovia Securities in the capacity of Senior Project Manager and Senior Business Analyst to support merger-related initiatives associated with their Prudential Securities merger, post merger activities and Wachovia’s recently completed merger with A.G. Edwards.* Led development team of eight through multiple software releases for the regulatory FOCUS reporting application, scaling processing to triple-batch capability while doubling nightly volume for A.G. Edwards merger.* Averted millions of dollars in potential fines by leading development of an interim BI solution, structuring over 50 compliance and regulatory finance reports, and delivering an on-demand report with over 40 customizable input parameters that allowed users the ability to analyze complex trade and order entry scenarios. * Planned and executed relocation of a legacy trade surveillance application from the Chicago data center to their data center in North Carolina without service disruptions to compliance users.