Define and communicate the service vision, strategy, and roadmap to all partners within the Client Servicesportfolio.Collaborate with teams across the central IT division and the CMU campus community to launch high-quality services that meet customer needs and ensure ongoing services improvements.Developed, launched, and manage the Product Education Program (PEP), an interactive program aimed at unifying the campus community through education on Google Workspace.Collaborate with Services Delivery, the University Contracts Office, and the Digital Accessibility teams toimplement client services solutions.Manage the Product Management team, conducting advanced data analysis using tools like Looker Studio and Big Query.

Successfully managed the Google Migration project, leading to a promotion.Analyzed new customer products and feature releases, recommending communication strategies for targetaudiences.Collaborated with software administrators, developers, service owners, and other groups to ensure theaccuracy and completeness of technical documentation.Mentored new employees joining the Service Management, Communications, and Information SecurityOffice teams.

Led the seamless migration of more than 11,000 accounts from Exchange to Google over eighteen monthswhile also working in a Technical Writer and Content Specialist role.Directed and supervised a technical team of 5 individuals as the project manager.Acted as the main point of contact for 97 departmental IT contacts.Led related outreach initiatives including delivery of over 100 project-related customer communications andfacilitated over 60 synchronous online training sessions.Produced customized reports and infographics to create engaging data storytelling narratives.

Developed over 300 technical instruction artifacts for the Computing Services website and ServiceNow.Responsible for converting graduate technical orientation from an in-person to video format in under fourweeks during the COVID-19 pandemic.Advocated for social media presence within division, leading to launch of TechLifeCMU brand on YouTubeand Instagram in 2020.Collaborated with internal UI/UX design teams to create interfaces for the Andrew First Pass and MyExchange Tools systems.

Conducted on-site and online training sessions as well as online support sessions for a customer base of 15 small businesses.

Updated course content and assets for over 75 modules with Udacity's Nano Degree program.Collaborated remotely with over 25 designers and motion graphics developers from throughout the US and Europe.

Created "Winning Customer Loyalty" course and rolled it out to offices across the 10 Midwest regions.Obtained certification as a Myers-Briggs Certified Interpreter and was instrumental in developing internalcourse to educate the company on the impact of type in the workplace.Designed, developed, and launched a series of 24 interactive e-learning modules on tower safety.

Responsible for providing all software training support for the US and Australia operations. Created all technical, video and elearning materials for internal cciSites application. Adapted complex software concepts into printed and on-line learning tools. Created interactive online modules using Adobe Captivate.

Conducted thorough title searches to identify any liens, encumbrances, or claims that could affect property ownership.

Led two priority process improvement initiatives for UK operations in Warwick, England.Left prior position after downsizing at Crown Castle would result in more

Designed, developed, and delivered comprehensive training sessions on internal processes, traveling throughout the continental US and Puerto Rico.

Analyzed and managed databases for Crown Castle's acquisition of towers from Bell South, Bell AtlanticMobile (BAM), and Frontier telecom portfolios.