I lead the Global Process Management team who is responsible for the following capabilities:* Problem Management* Change Management* Organizational Analytics and Reporting* CMDB Data IntegrityMy team works with all levels from development to senior leadership. We partner with everybody from IT Security to Project Management to provide assistance with their projects and initiatives, including many critical, short notice emergency projects. We also help with end of life burndowns for legacy hardware and software. Daily, we identify and improve awareness of trouble areas throughout the organization so they can be addressed.

I lead the Global Process Management team who is responsible for our Problem Management and Change Management processes, as well as our organizational reporting for the entire company. We work with all levels from development to senior leadership. By partnering with the organization, we were able to identify trouble areas, assist teams with critical projects, and improve awareness of these areas up through the senior leadership level.

I was responsible for rebooting the Problem Management process and oversaw the Change Management process. I worked with the entire organization and helped teams use the problem management process for improving trending issues, identifying potential issues, and worked with the reporting team to improve awareness of these items through weekly metrics meetings.

In this role for our Hosting Operations Center, I built weekly and monthly reports to collect data for the availability and performance of our hosting products. I analyzed this data and reported areas of opportunity back to the management team to help them prioritize improvements and fixes within the hosting development teams. The reporting became a foundation for other teams throughout the company as well.I also helped with the first successful implementation of Agile practices in an Operations team at the company by acting as the Scrum Master for two 24x7 hosting teams.This included coordinating between team members being split between multiple shifts (1st, 2nd, 3rd and front/back half of the week).

In this role, I coordinated projects with our Product Manager, Marketing, Development and User Experience teams. My primary focus was on data analysis, creating/updating business requirements, and project ownership of our eCommerce product.

In this role I worked on internal communications and miscellaneous team projects. This included coordinating with our technical writers and sending out a daily internal email newsletter to 2000+ subscribers. I also helped create our internal company blog and managed the daily publishing and editing, which included communicating with multiple teams such as developers and legal.

In this role, I owned our customer feedback channel and managed the filtering, logging and reporting of the feedback to the appropriate internal development and management teams. Weekly reports were published for upper management to review.

I was a part of many positions during this time, including inbound customer support, advanced technical support, network operations center incident manager, and advanced hosting support.