- Developed a 3 year Technology Roadmap for the migration to an Enterprise Cloud platform- Developing a Business-Case as part of the Technology Roadmap which will reduce the Contact Center budget by approximately $107 Million annually once the migration is complete.- Actively engaged in ongoing project planning efforts to provide technical guidance, as well as agile strategies to best utilize resources and meet deliverable timelines.- Coordinating risk remediation planning across the organization, managing User Stories and Sub Tasks built in JIRA

- Managed approximately 45 App Systems Engineers and 3 Technology Managers within a location-diverse organization which included Nationwide U.S., Manila, Hyderabad, and Bangalore.- Oversight of multiple Applications, including Genesys CTI, Genesys InfoMart, Genesys Advisor, Cisco ICM/UCCE, and Oracle Database/Data Warehouse.- Responsible for budgeting and forecasting for the Development team in order to meet the financial objectives within the organization. This also included completing merit and bonus reviews for the team.- Reduced the annual maintenance by approximately $275,000 by negotiating with the vendor to remove unused licenses from our maintenance agreement.- Proven communication skills while representing the Development team in various meetings with Senior Leaders within the Technology organization, as well as with various Business Unit Leaders- Ensured that the team’s development activities adhered to Enterprise Software Development Life Cycle (SDLC) standards.- Key contributor in Strategic Governance planning sessions for Contact Handling Technologies. This includes project prioritization, project sourcing, and evaluating Infrastructure needs.- 2015 Wells Fargo Top Performer recipient for building an offshore implementation process/team.

- Responsible for obtaining end-user requirements and developing portable routing solutions utilizing Cisco ICM, Cisco UCCE, Aspect ACD, Genesys CME, Genesys IRD, and Genesys SCI.- Coordinates implementation activities with various lines of business and different technology partners (ie. IVR development Team, Aspect Development Team, CallManager development team, and Verizon Business.) - Typical developments require the creation of Business Routing Rules and Production Implementation Plan documents to be used by the Production Support team during implementations.- Team Lead responsibilities include; o Responsible for managing a team of 15 developers within the Contact Center Technology organization o Responsible for sizing incoming requests from various lines of business and assigning development resources. o Responsible for budgeting and forecasting for the Development team in order to meet the financial objectives within the organization o Key escalation point for all projects within the Development team o Represented the Development team in strategic planning meetings with Senior Leaders within the Technology organization, as well as with various Business Unit Leaders

- Primarily responsible for performance reporting and analysis for First Union/Wachovia Call-Centers.- Responsible for maintaining Line of Business logic within the Data Warehouse.- Proven Leadership skills shown during a restructuring of the MIS team, which included training and support, prioritizing workloads, and motivation to peers.- Managed the creation of a Project Prioritization process for requests coming to the MIS team.- Served as the MIS liaison for the Wholesale and Consumer business markets.- Took the lead in representing the MIS team in numerous meetings including daily operational meetings, weekly project status meetings, and a monthly issues meeting with our Capacity Planning partners.- Provided leadership in coordinating an End of Month reporting process. - Ascent Awards, November 2001, May 2003