Responsible for end to end feature planning of new products.

Provide leadership to the Global SPLA reporting team and Volume Licensing Product Experts. Develop education and documentation, work to automate solutions, and achieve continuous improvements. Involved in contract negotiations, account transitions, and engaging new business. Lead external audits. Experience working in Agile Teams, with Agile practices, tools, and methodologies.

Responsible for Software Discovery. Own License Management and Compliance for the Microsoft SQL Server product family. Train and manage Microsoft SQL Server Product Expert Team. Responsible for 5 employees globally. Document License Terms and Conditions. Develop requirements and automation solutions to simplify workload.Create and maintain education modules and work instructions used to ensure accurate License Compliance and Audit posture.License optimization, including implementation of SQL in the Cloud.

Software Asset ManagerLicense Product SpecialistSoftware Scan Team Project ManagerMicrosoft SPLA & BMC Reporting Focal Multitude of responsibilities and roles including Software License Management and Order Management. Responsible to perform yearly Software Reconciliation to maintain audit posture.Product Specialist for multiple software vendors - primarily Microsoft and BMC. Responsible for managing quarterly payments under the Microsoft Service Provider License Agreement (SPLA) and for BMC products. Responsible globally for managing Microsoft SPLA audit inquiries. Implemented ongoing controls and process improvements.Project Manager for Software Scan Team, obtaining scans for multiple accounts using a variety of products including Tivoli Configuration Manager. Drive improvements to scan data results.Department Team Lead and Education Focal.

Performed multiple roles including Transition Subject Matter Expert and Customer Service Center Team Lead.Responsible for transitioning external commercial customer's helpdesk and technical support actives over to IBM. Met with client to gather data, verify current processes, existing documentation, validate call and ticket statistics. Identified gaps and developed solutions to transition and transform the account into IBM services. Created education modules for agent training and interviewed prospective candidates. Managed the Daily Service Levels for the Northeast Customer Service Center utilizing various tools such as TCS/Aspect, and Quality Monitoring Tool – including average speed to answer, customer satisfaction, and abandoned rate. Focal for customer and internal User Acceptance Testing. Compiled results and developed actionable plans to improve results. Managed customer escalations.Lead for the IBM internal North American Customer Service Center consolidation project. Created consistent procedures for 250+ call agents. Assisted in implementing “Best Services Routing” allowing a caller to be routed to any Call Center in North America based on available agents and wait times. Increased efficiency in all aspects of the call center, therefore reducing costs. Responsible for transitioning and absorbing additional Call Centers into this model including off shift services and AIX support. Received IBM Bravo award and several IBM OneTeam awards for these projects.

Supported IBM internal and external commercial customers with a broad variety of products and technical support issues. Member of the “Gold” support team, supporting high profile executives globally.Responsible for developing agent knowledge base documentation, education modules, and training new agents.

Mainframe operations support for IBM internal and commercial customer systems.