Manage the Enterprise Workflow Tools Team (ServiceNow, Salesforce, Intacct). ServiceNow Admin/Dev and Intacct Admin. Led the transition of a barebones ServiceNow Express instance serving 16 users in two ITSM business units to an Enterprise workflow platform serving 500 licensed users utilizing the following applications: ITSM, CSM, CSM Portal, Legal, KB, Procurement, GRC, Facilities, and PPM. Created a three-tiered support model to support call center. Implemented API Integrations using Perspectium to Salesforce, Rally, and InContact. Managed all projects associated with ServiceNow through a combination of direct hands-on development or management of ServiceNow Partners, including contract negotiation.

(Formerly Catalina Health)Manager of the Product Support department for Adheris Health, a cross-platform compatible application designed to inject targeted health messaging content into the print stream of various pharmacy retailers throughout the U.S. Originated and managed various process transformation projects to improve efficiency and effectiveness of Product Support Team. Initiated and transitioned support from a reactive support process to a real-time alert system for “top-ten” volume retailers. Developed an automated system to identify issues, open tickets, and log historical data for statistical analysis and trending data. Designed and implemented a process for application updates to be progressively cumulative and version deployed software. Implemented several issue mitigation strategies to decrease recovery time from software failures. Devised quality control procedures around database construction and deployment. Outlined Requirements for new platforms.

Team Manager, Operations: Responsible for managing a team of Technical Support Representatives at a large call center geared towards upper level computer technical support. Disseminate policy changes, track performance and compliance of agents to performance metrics, scheduling, policy, computer troubleshooting, customer service, and productivity in order to coach and develop better job performance. Includes interviewing for hiring, disciplinary actions, scheduling, and team motivation.Training Manager: Manages employees during training to ensure support professionals meet competency development goals, attendance requirements, overall performance standards. Possesses the ability to deliver of a diverse set of educational programs including technical, soft skill and systems education. Responsible for the development, and delivery of client focused training to address the new hire, product update and recursive training requirements of Stream's Support Professionals. Develop curriculum that will help in understanding different aspects of policies, procedures, systems, or skills requiring instruction.

Supervised Master Control Operations, including the hiring process, scheduling, disciplinary actions, training and development. Responsible for assuring a high quality broadcast by monitoring on air and cable broadcast signals, monitoring and controlling the transmitter output and resolving any on-air problems which might occur. Skilled in the operation of analog and digital broadcast equipment, automation software, SAN video servers, databases, and devices such as broadcast video tape recorders, audio/video routers, audio and video control consoles, and satellite receivers.

Trained, developed, and supervised call center agents. Acted as a resource for technical support representatives in the resolution of issues. Set up and maintained computer labs to research, analyze, develop, implement, and track solutions for new or unique technical issues. Managed select teams of agents assigned to special tasks, such as Corporate Callback Team and New Solution Implementation Team.