• Coordinated teams across three continents (6-8 members) and a leadership group of 5. Delivered 850+ features in six months through effective cross-functional collaboration with Platform, Architecture, and Data Science teams.• Centralized complex data models and created comprehensive reporting structures, including a 25+ page report with hundreds of KPIs. Provided insights on $4.5B monthly revenue and 275K monthly support volume, enhancing efficiency and stakeholder satisfaction.• Utilized Power BI, Azure Databricks, SQL Server Management Studio, and Azure DevOps to improve reporting, analysis, and communication. Fostered innovation and better decision-making across business units.• Addressed fluctuating scopes, tight deadlines, and limited stakeholder engagement by implementing structured requirements gathering and progress tracking. Aligned leadership vision with reporting outcomes to develop complex features successfully.• Maintained strong stakeholder relationships through proactive communication, regular updates, and tailored engagement strategies. Led daily meetings and used SharePoint and Teams to ensure project alignment and enhance collaboration.• Managed multiple projects, including Federal reporting and VR productivity initiatives, ensuring timely delivery and alignment with business goals. Centralized data assets into a unified Semantic Model, improving reporting accuracy and engagement.• Led initiatives like Hackathons and VR projects to cultivate a culture of innovation. Leveraged AI tools such as Copilot, Azure, OpenAI GPTs, and Claude to streamline project management, boost participation, and deliver creative solutions.• Worked with various hardware (Meta headsets, Apple Vision Pro, HTC Vive) and software (Immersed, Meta Workrooms, Spatial Calls) to optimize VR work experiences, participating in beta testing and contributing to software development direction. Established myself as a go-to resource for troubleshooting and optimization.

• Stepped in as Acting Director, stabilizing and refocusing the BI team, leading cross-functional collaborations, and mentoring management and peers in change management and team dynamics.• Spearheaded the development and automation of scalable intake processes using Power Automate, Power Apps, and SharePoint, significantly improving workflow efficiency and stakeholder satisfaction.• Led the adoption and integration of AI, Machine Learning, and Data Science technologies, driving innovation and enhancing business insights across multiple units.• Managed the migration of critical reporting platforms and infrastructures, addressing data integrity challenges and ensuring compliance, leading to the successful delivery of stable, impactful solutions.• Bridged insights across business lines to establish best practices, define key operational standards, and facilitate the successful implementation of high-impact initiatives.• Advocated for inclusivity, mentoring colleagues, and contributing to a more diverse and supportive workplace culture.• Consistently managed a project load ranging from 3 to 12 projects/tracks at any given time, ensuring timely delivery and alignment with business objectives.• Established scalable processes for rapid experimentation, contributing to continuous improvement and innovation within the organization.

• Diversity and Inclusion participant and ally. Pairing the experience of others with my perspectives and position to raise awareness and bridge the gap of understanding and acceptance across diverse groups.• Mentor and coach to management and peers in the areas of team direction, change management and working with different personality types.• Headcount modeling for vendor and FTE resource allocation, budgets, fiscal planning, and project planning.• Architect and develop the Connected Telemetry Platform from the ground up with the customer at the center and building the technologies out around the interactions to incorporate aspects of the experience with the expected lifetime value.• Connect disparate data sources of varying formats to collect, load, transform and report in aggregate and the most granular level to deliver robust insights of performance, challenges, and business impact.• Systems currently load and process an average of 900M records monthly, 10B+ annually.• Develop algorithms for Weekly/Monthly reporting to deliver sales leads, cost reduction, external staff performance management and ROI calculations comparing cohort groups of revenue ranging from $5MM to more than $400MM monthly.• Proactively matched key employees with difficult to fill roles that allowed us to unblock and scale up our operations.• Architect and execute migration of on-premises infrastructure, code, data, and resources to Azure. Including IIS to Azure Web App, local MS SQL to Azure SQL, and others.• Partnered within FTE and vendor resources to migrate from Azure resources to Unified Data Platform (UDP), Data Bricks, Azure Data Lake Storage (ADLS), and other enhanced security infrastructure.• Converted Power BI reporting from Azure SQL to ADLS using Spark Connectors, including DAX, Visuals, slicers, validation, and documentation.• Technologies Used: C#; ASP.net; Bootstrap; Telerik; SQL; Big Data; Azure SQL; Data Analyst; Power BI; Azure Databricks; Azure DevOps.

• Owned the technical portions of the Release To Operations (RTO) process to conduct smoke testing, SQL code creation/evaluation, Code Look, Code Review, and code execution for filter changes• Automated portions of the RTO process through scripting to reduce time and improve accuracy• Documented the Standard Operations Procedures for new versions for the RTO process• Collaborated with Sciences, Protection, Test, and Engineering teams to conduct RTO• Management of our offshore vendor team to include budgeting, IO/PO creation, hiring, task management and utilization• Proactive Monitoring system: Code development, IIS, hardware procurement, timelines, brainstorming, requirements, execution, stakeholder involvement, and progress reports• Monitor existing alerts to proactively identify suspicious or concerning movement within the network• Evaluate and engage with external third parties for intelligence gathering, return on investment and contract terms• Procurement of hardware resources for team big data analysis, tools development and sandboxing• Development and architecture of an enhanced Business Intelligence (BI) system to increase effectiveness and adaptability of a proactive monitoring system handling data file processing in excess of 3.5Gb each• Development of the frontend User Interface (UI) for surfacing relevant data based on algorithmic rules built into a proactive monitoring system using C# with a success rate of roughly 90%• Conduct in-depth technical investigations into performance of Ads In Apps for Windows and Mobile devices, including packet capture/analysis, server and log data analysis, and reverse engineering• Machine Learning and BI integration

• Execute and follow-through on various complex network integrity and data compliance issues from the Program Management perspective while conducting in-depth technical analysis and impact quantification• Conduct Big Data analysis to determine time to execute, level of complexity, workload prioritization and load balancing across the team and myself• Responsible for legal consultation, evidence collection/education/security, and data analysis for large scale lawsuits• Manage team workload through daily triage sessions, technical knowledge of open issues, estimated impacts, and team experience• Owned ensuring investigation progress by consulting on next steps, removing roadblocks, holding people accountable, and being a global liaison with internal partners and external companies• Authority on the nature of fraud, developments in fraud tactics and the history of online fraud• Perform and assist in technical investigations for malware, questionable traffic, and publisher fraud spanning Search, Content, Mobile, Ads in Apps, and Display covering Advertiser and Publisher accounts.

• Recognized by Executive Management as an integral part of the Yahoo Partnership by receiving one of five Key Contributor Awards. • Executive level partnerships for planning and technical assistance for risk mitigation and security of areas of the business that currently exceed $400MM annually.• Managed through a staffing increase from three full time investigators to 18, including local and remote resources.• Collaboration on a fiscal year planning and budget itemization against $3MM for tools and resources, including the resulting cuts and prioritization based on allocated budget.• Responsible for building team framework and technical resources to support expected 20x increase in investigation volume.• Engaged in restructuring, reallocation of resources, and vendor reduction discussions based on lower than expected volumes.• Participation in planning for APAC, EMEA, and other international markets.• Perform and assist in technical investigations for malware, questionable traffic, and publisher fraud spanning Search, Content, Mobile, Ads in Apps, and Display covering Advertiser and Publisher accounts.• Guided team members through the partnerships and performance necessary to receive a number of awards and high level recognition.• Participated in annual performance review and calibration discussions to net the highest achieved rating for my team.• Manage team performance, budgets and individual professional growth through various business KPI’s, project assignments and empowerment.• Increased team Work Health Index (WHI) by 20pts from previous management in the first year

• Maintain Botnet Task Force (BTF) and Digital Crimes Consortium (DCC) memberships through attendance and knowledge sharing.• Support teams with ASP classic, PHP, and Visual Basic tools development.• Conduct BlackOps research and testing of online advertising vulnerabilities, including malware, followed by post mortems and countermeasure recommendations.• Deliver technical presentations, and facilitate discussions, with internal groups, including legal and internal affairs, as well as international law enforcement, attorneys and industry experts.• Partner with product groups, planning, and management as applicable to understand and resolve technical, organizational and strategic business issues.• Delivery of business needs and suggested strategies to Executive level management and peers.• Participate in corporate acquisitions, new service releases, new technologies and products, and support pilot programs. • Communicate with both technical and non-technical personnel, seamlessly in various global locations, roles and situations, and effectively transfer information between those groups.• Develop short and long term headcount modeling and budgeting for scalability of support organization.• Perform in depth malvertising investigations and forensics, including code de-obfuscation, malware reverse engineering/decompiling, hex analysis and suspect tracking.• Employee management, including hiring, performance plans, career planning and fiduciary responsibility.

• Deliver coaching, feedback, and training for technical troubleshooting and customer facing verbiage to team members as applicable.• Responsible for deployment of new products and services into team.• Creative use of existing technologies to expose system vulnerabilities.• Basic SQL, Perl, Access, and ASP.NET use for gathering data and advanced Excel for data analysis.• In depth troubleshooting and high quality support for online content, publishing systems, and advertising tools including paid search, contextual advertisements and analytical tools.• Coordinate the creation of support policies, processes and documentation.• Deliver technical and tactical presentations to international audiences.• Contribute to new service introductions by coordinating the creation of support policies, processes, documentation and working with internal trainers to develop and deliver materials.• Responsible for investigating, troubleshooting and resolving issues for paid search and contextual advertising platforms and web analytics tools.• Technical investigations of suspected traffic quality and fraudulent activity issues through in depth data and trend analysis.• Testing, analysis, and delivery of feedback for adCenter traffic quality.

• Serve as liaison and central point of contact for various teams and partner groups and act as subject matter expert for contextual ad delivery process within adCenter.• Perform remote desktop assistance for troubleshooting and reproduction of difficult to analyze technical issues.• Troubleshoot a wide range of technical issues for image and search advertising, newsletter delivery platforms, and third party analytics software packages.• Quickly identify critical and high impact platform issues to deliver timely world-wide correspondence, alerts, presentations or other materials to partners or customers as appropriate.• Conduct Operational Readiness Testing through use case scenarios and provide critical feedback with detailed reproduction steps.

• Increased team efficiencies; Developed and implemented tools which freed up 1.5 hours per head per day; Adapted Excel and Access databases to offer easy data access and offer robust web based applications built around team needs; Automated data capture for team metrics, reducing processing time by 30 minutes; Built custom tool within Excel using macros and various advanced functions for tool transitions (this tool is now used worldwide).• Responsible for preparing for internal performance audits such as Customer Operations Performance Center (COPC) and ISO9000.• Acted as Team Manager to delivery business reviews, conduct team meetings, facilitate strategic partnerships for survey implementation and conduct annual performance audits.• Manage operational processes including development and implementation of tools/applications to increase efficiencies within the team. Reduced costs through projects resulting in increased efficiency and accuracy by $55,833 annually in a team of seven. Average $7,976 annual savings per head.• Additional responsibilities include: Ad hoc reporting and data analysis; Daily, weekly, and monthly metrics; Scheduling; Workload distribution; Representation of team to upper management and/or Executive Offices; Quality Coaching; Project Manager for Customer Satisfaction; Accuracy Routing and a sales initiative known as Upselling within the Product Support Services (PSS) Customer Central department; Director of the Microsoft PSS Olympics Softball Tournament 2000 – 2002 (roughly 320 participants).

Provided frontline customer service support including minor troubleshooting.Produced and provided team quality and accuracy reports to management.Served as a central contact point for customer escalations as well as sales, legal, and International information inquiries.Maintained product entitlement knowledge.Served as a Windows Update Site Liaison: Provide frontline insights to site developers; Assist in troubleshooting; Provide regression testing assistance.Served as a Support Professional for Windows Update Site; Provide first tier technical support to customers; Escalation point for team members.

• Architected and implemented cloud-based systems for hospital facility management, driving nationwide digitization that streamlined operations and improved efficiency across healthcare networks.• Designed and deployed a real-time specimen transportation tracking system, enabling precise accuracy audits and reducing operational costs by up to $45,000 annually through enhanced efficiency.• Engineered a compliance solution for pharmaceutical disposal, ensuring facilities meet state Department of Ecology standards and avoided potential fines of $10,000 per violation, reinforcing regulatory adherence.• Developed and implemented two robust employee management systems—one for online performance assessments and another for real-time task monitoring—resulting in significant cost savings and improved workforce productivity.• Invented and submitted a patent for a groundbreaking mobile tracking mechanism, showcasing leadership in technological innovation and significantly enhancing operational capabilities within client facilities.• Led the design, development and implementation of a Service Request system based on client requirements, enabling real-time issue reporting and rapid response. Example: A visitor uses a QR code to report an urgent need, triggering an immediate service dispatch that improved responsiveness and facility upkeep.• Collaborated closely with clients to design and develop a Patient and Visitor Experience system, integrating sophisticated analytics and reporting features that provided actionable insights, leading to optimized resource allocation and enhanced overall patient and visitor satisfaction.• Engaged the Black Renaissance Group to overhaul the software’s UI/UX, ensuring a modern, user-centric design that improved usability and enhanced the overall user experience.