• Developed a Services team through a significant organizational transition period, exceeding in PS revenue and margin targets for 2022.• Implemented a comprehensive professional services automation software to centralize planning, resourcing, time management, & skills development to drive consistency within the professional services team.

• Created a sales forecasting algorithm correcting a $3 Million gap in 2021 sales forecast.• Redesigned the Professional Services resourcing process, reducing urgent resource requests by 65%.

• Managed a team of 25 technical and advisory resources, growing services revenue 50% over two years. • Created comprehensive educational and training programs, improving speed-to-ramp, reducing attrition, and improving services margin by 15 points.

• Managed a delivery team that provides implementation services supporting the Fusion Framework System• Through operational efficiencies, lead the delivery team to increase services gross margin by 40% in 2018• Formalized training improvements to new hires, shortening development time by 50%• As manager, doubled the rate of Salesforce certifications on the team, resulting in 100% of experienced team members achieving Salesforce certifications in 2018

• Business Continuity Management System Development - Documented management systems for clients in health care, insurance, and education. Developed standards for to determine how the client’s Business Continuity Management System will be governed, executed, and measured. • DR Plan Development and Exercise Facilitation – Facilitated interviews with subject matter experts for over eighty client applications. Developed application specific procedures to determine the system recovery, application recovery, network recovery, and validation testing to recover IT systems at the client’s disaster recovery location. • Business Continuity Software Implementation – Determined standards and best practices to convert client business continuity/disaster recovery programs into a cloud-based software to reduce administrative management and optimize recovery coordination while utilizing industry best-practices.

• Application TCO Optimization - Developed an integrated total cost of ownership for the client’s enterprise-wide portfolio. Provided a list of cost-savings recommendations to optimize the client’s IT capabilities while saving costs on redundant application functionality. Evaluated disaster recovery requirements for the client’s application portfolio, identifying $200 thousand in savings.• Business Continuity Program Guidance Development - Documented a management system that provides an ISO 22301 compliant business continuity program. Identified impacts to potential threats to the organization and provided standards to develop organizational resilience through recovery planning. Conducted workshops to review and collaborate program guidance standards with key stakeholders. • Business Continuity Software Evaluation - Identified candidates for business continuity software products to participate in a formal client evaluation. Provided a set of criteria to for client participants to score vendors during a facilitated product presentation. Provided Results and further analysis to help project leadership drive to an optimal software solution.

• Disaster Recovery Strategy - Mapped client applications to corresponding servers within the client’s production and disaster recovery environments. Evaluated client recovery requirements identifying potential gaps. Provided target recovery alternatives with multi-year financial models; addressing the client’s current recovery gap while identifying the financial impact of each solution provided.• Crisis Management Development - Provided a documented structure for clients to manage the response, recovery, and restoration activities of a disruptive event to normal business processes. Assembled the command and control needed for client crisis management teams and facilitated crisis management workshops.• Business Recovery Planning - Implemented Business Continuity Plans in 20+ countries worldwide. Developed the procedures for the recovery of business processes taking into account the possibility of a loss of a facility, loss of IT, loss of a critical vendor, or loss of essential personnel.

• Data Center Strategy – Created a 10-year data center strategic model supporting a new in-house disaster recovery location. Produced a strategy that reduces operating costs by 40% with an overall savings of $60 million over 10 years.• Infrastructure Capacity Analysis – Identified the impact of a company split on the enterprise's IT infrastructure. Discovered additional virtualization opportunities totaling $2.1 million in savings over a 5-year span.• Project Coordinator – Organized and developed a 28-location IP phone installation, spanning 2 years and $3 million in revenue.

• Business Analyst – Translated client needs to drive changes to an internally-developed customer service website, increasing our client satisfaction scores from the prior year.• Automotive Help Desk Supervisor – Provided assistance for four automotive manufacturer customer service web sites. Supervised a team in 2009 that continued to meet existing service standards while reducing internal costs by 50%.

• Commercial Lending Auditor – Established relationships with over thirty major automotive dealers while ensuring the security of GMAC’s primary assets. Reviewed dealer business practices to provide GMAC recommendations regarding client risk.• Sales Analyst – Created print advertising on over 20 sales promotions designed to increase client revenue. Automated the region’s monthly remarketing report, reducing report generation time by 75%.