▪    Built a new team to support one of the three imperatives of the organization: Evolve Customer Success.▪    Developed and released a Customer Health Scorecard for Customer Success Executives (CSEs) and Customer Success Managers (CSMs) to indicate trends and forecasts of customer experience, engagement, and financial (renewals).▪    Managed and maintained a suite of custom applications to support the CS teams.▪    Managed CS Tooling project to evaluate best-in-class software in the CS industry.▪    Develop reports and dashboards within Salesforce to provide CSEs with valuable account information.▪    Collaborate with the business to determine roadmap and business prioritization.▪    Coached and mentored staff to enhance their skill sets and align their passion with their responsibilities.▪    Participated in numerous “tiger teams” to aid in other areas of the organization. eg: Roadmap Alignment, Intake Management, Centralized Agile Management and Standardization.

▪    Delivery manager for an agile team, responsible for the development, maintenance, and support of the Global Learning Services (GLS) LMS, eCommerce, and custom applications.▪    Work with stakeholders to develop new ways of working based on capability model.▪    Meet regularly with VP of Training and Director of Operations to maintain alignment of GLS initiatives and priorities.▪    Active participant on Training Leadership Team, providing IT strategy surrounding GLS.▪    Develop various leadership reports; resource allocation, backlog prioritization, revenue recognition, budget analysis.▪    Manage multiple vendors, ensuring deliverables are developed on time and within budget. ▪    Process invoices and purchase orders, maintain forecasts of vendor licensing for multi-million dollar contract, ensure quarter end tasks are completed on time.▪    Connect with various team members throughout the organization on a regular cadence to bridge the skills gap and better support our stakeholders.Provide regular coaching and mentoring for both direct and indirect reports

▪    Engage with CIO to develop and implement strategic vision for ACHE technology infrastructure.▪    Meet weekly with IT leadership to develop organization-wide technology strategies.▪    Analyze, manage, and maintain all IT policies and procedures.▪    Maintain disaster recovery/business continuity plans (including testing).▪    Provide support for network access, computer hardware and software, and system security.▪    Monitor ACHE technology infrastructure to ensure optimal uptime and SLAs are met.▪    Lead the infrastructure team through several high priority project implementations.▪    Provide reporting on systems; downtime, backups. and security vulnerabilities to CIO and Sr. Leadership Team.▪    Meet with other business units to determine system requirements and SOPs.▪    Engage with multiple vendors to determine best technology solutions for the organization.▪    Evaluate the budget and provide feedback on ways to ensure appropriate spending.▪    Provide support to IT Applications team for AMS (NetForum); SSO, DNS, and other integral connectivity requests.▪    Participate in Baldrige Performance Excellence Program strategy and integration.▪    Attend monthly and quarterly management training sessions focused on performance excellence and leadership, designing 90 day strategic plans to support organizational goals.▪    Influenced organizational change from desktop constrained users to mobile workforce.▪    Provide coaching to staff to encourage growth in management and technical skill sets.Invited to participate in Employee Engagement Committee, driving culture for the organization

▪    Evaluated risk for products, processes, and procedures and presented findings to VP and SVP of Learning.▪    Analyzed problematic systems and implemented effective solutions.▪    Advise VP and SVP of Learning on the creation of the overall strategic plan for the department.▪    Implemented goals and objectives based on strategic plan.▪    Provided leadership and operational oversight across all layers of infrastructure.▪    Managed client integrations, SCORM, AICC, xAPI, SAML 2.0, TLS, custom and standard.▪    Evolved new technology concepts into innovative solutions to complex architecture and business operations challenges.▪    Managed vendors of SAAS products, developed and prioritized development roadmaps.▪    Communicated a high-level view to enable others to align plans/priorities with the long-term needs of the company.▪    Managed team to develop, deliver, and maintain new products.▪    Directed the planning and provided administrative oversight of development, testing and follow-up with all SMEs, reviewers, and others involved in the product design.▪    Integrated data into company PowerBi and analyzed for trend analysis.▪    Liaised between departments to maintain 24x7 service and support.▪    Evaluated customer support tickets and provided support when necessary to maintain highest service level possible.

• Implemented new firm-wide support helpdesk system and process• Led technical support, Tier 2/3 for the CompTIA CertMaster training product line• Developed business operations and sales processes for support and sales staff for CertMaster product• Collected and analyzed data for sales trends, usage, efficacy and market analysis• Integrated core systems with LMS partners• Led quality control group during each product release• Produced high-level and detailed reports for executive presentations• Strategized with the VP of CompTIA Learning, LLC and the Director of Sales Operations to introduce effective support techniques for the sales staff • Determined technical requirements of CertMaster product for future releases• Held weekly calls with global sales team• Worked through SDLC with partner firm utilizing agile methodology for product releases (3-week sprints)• Using technical methods, explored ways of simplifying product distribution• Led development team in building a management interface for use by technical support

• Strategized with upper-management on new and existing technology solutions and developed implementation roadmaps and supported processes for staff• Managed complete IT infrastructure by developing backup strategies, technology purchases, and software solutions• Developed and conducted staff training sessions on company-wide technologies• Liaised cross-departmental IT project implementations• Program managed IT department projects• Developed and led the IT internship program to train and certify aspiring IT professionals• Assisted in the design phase and project management of two office build-outs within a one-year timeframe

• Project managed the implementation and maintenance of the following systems: Numara Track-It, Office Communications Server and Live Meeting, Sharepoint 2007, Microsoft ForeFront Security, Symantec Anti-Virus Endpoint Protection, Symantec Ghost • Supported the following systems: Blackberry Enterprise. Server, Globalscape Enterprise. Server, Active Directory, Microsoft Exchange, IIS, VMWare ESX• Cisco switch/firewall support via ASDM console• Assisted with day-to-day PC/Server support• Managed PC Inventory via Dell Desktop Management solution• Designed security policies and other management via group policy• Monitored and maintained Riverbed Wan/Lan accelerators• Documented policies and procedures for multiple technologies and systems• Orchestrated proper testing procedures for Microsoft Vista, Microsoft Office 2007 rollout• Assisted in build-out of VMWare ESX servers and environment built on SAN infrastructure

• Assisted IT Operations Manager with daily IT tasks• Aided in office build out and relocation of network operations center for two corporate offices• Installed air filtration and conditioning system for onsite server closet• Administered PBX system; creation and management of accounts• Maintained Norton Anti-virus software• Reorganized active directory OUs and user policies• Designed group policies for PC management• Developed batch scripts for easier login/logoff and data backup for users• Created PC images using Norton Ghost and deployed new hire machines• Redesigned new hire orientation documentation and policies and delivered onboarding to all new employees• Maintained company helpdesk

• Served as the first point of contact for resolution of Desktop/Network related issues• Resolved technical issues related to and surrounding Windows 2000/XP Professional, Windows 2000/2003 Server, MS Office 2000/XP, Outlook Web Access and Internet Connection issues• Reset user passwords, updated and maintained user information via Active Directory and LDAP for CPS• Assisted users through the CPS remediation process• Created functional databases using MS Access as well as ASP.NET and SQL Server 2005• Consulted with schools regarding the purchase and/or lease of technology• Helped identify and allocate more than $100,000 in school technology funds for more efficient devices• Attended Apple hosted training sessions on Mac OSX

• Prepared, Ran diagnostics tests and repaired Illinois Lottery terminals, CAT units and GVT units.• Examined terminal service history reports and determine problem with units.• Recorded all services performed.