• Drive high performance throughout the organization by ensuring employees are engaged and aligned through innovative programs for orientation, onboarding, individual learning paths, manager training, and ongoing mentorship• Own global employee engagement using a data driven approach to assess and improve effectiveness, maintaining an Employee Net Promotor Score of 48 in a recessionary environment• Advise Senior Leadership team on employee engagement, communication and company culture to proactively address potential challenges• Ensure alignment of all employees, by overseeing the revision and relaunch of internal company values, accomplished through company-wide workshops and targeted focus groups• Responsible for the complete revision of the employee handbook. This included alignment with new values and the talent philosophy, selection and creation of an accessible design to ensure an improved user experience aligned with our culture, and overseeing the teams responsible for compliance with regulatory changes• Negotiated savings with improved terms from multiple vendors reducing SaaS Spend by 49%• Selected, implemented and drove adoption of performance management platform (97% adoption)• Lead People Partner team ensuring full employee lifecycle management from recruitment throughexit interviews and beyond• Established career track matrix to facilitate upward mobility with calibrated, equitable pay bands• Plan and execute annual company “On-site” meetings (consistently 15-20% under budget)• Champion and facilitate for Employee Resource Groups• Schedule, coordinate, and host company-wide meetings and events• Create, edit, and publish internal videos for employee communication and community building• Selected, Implemented, and Administered Learning Management System (61% Utilization)• Acted as interim Head of HR from January - July 2022

• Foster company culture during the pandemic by planning, producing and hosting monthly company-wide Town Hall Zoom calls (400+ employees)• Improve Tech Support customer satisfaction scores by 7% (from 9.2 to 9.9 average)• Inspire average Employee Net Promoter Score of 44.48 (26+ points above company average)• Retain 77% of employees on Technical Support team (33 out of 43 over 3 years)• 37% promotion rate (19 out of 43 employees promoted internally over 3 year period)• Using process automation and tools improvements, reduce Tech Support Case backlog by 43% • Design and build executive level dashboards in Salesforce and Power BI for real-time reporting• Plan and execute department-wide Operations Meetings for 200+ employees• Design training program for new employees for thorough, rapid, on-boarding• Retooled device monitoring platform to save $66k the first year and $21k annually thereafter

• Executed special projects as needed by executive management, e.g., create repository for custom service level agreements, assist in new product development, integrate third party support vendors, assist in the implementation of large, complex customer environments, design custom KPI package for new operational team• Built and maintained online document repository for pre-sales team• Created operational solutions for new customers that involve custom or complex components• Balanced operational costs while maintaining competitive pricing to win new business• Performed analysis on sales data to identify trends in performance and workload management

- Led a team of developers and system administrators to build automation for customer communication - Reduced the time to open a bridge with the appropriate parties by 75% during large scale outages- Worked as liaison with product team to ensure operational readiness of new products- Facilitated projects designed to bring disparate teams into a unified global organization

- Designed KPIs and metrics reporting for Global Operations team- Delivered holistic metrics analysis for executive management team- Facilitated process improvement across departments to reduce ticket aging by 65% and increase timely ticket restoration by 22%- Collaborated with internal tools team to implement strategic enhancements that increased the effectiveness of operations staff and decreased defects- Ensured operational compliance as process owner during internal and external audits

- Developed and executed customer satisfaction surveys across the enterprise- Provided targeted survey analysis to departmental stakeholders as well as high level strategic intelligence to executive management- Maintained ISO controlled document library of 900+ internal procedures

- Delivered world class operations training to new employees, ensuring employee safety and operational excellence- Clearly articulated technical information for quick and easy comprehension

- Designed and executed new marketing strategies that increased book of business by 6%- Thoughtfully crafted insurance solutions that met customers’ unique needs- Provided exceptional service for existing customer base

- Assisted customers with computer purchase decisions - Educated customers on new hardware and software - Completed basic repairs and installations

- Deployed infrastructure for Expedia.com- Maintained inventory of customer equipment- Documented processes and procedures- Designed and built training lab and trained new employees- Developed, deployed, and supported monitoring product for network and server infrastructure- Managed corporate phone systems across four campuses

- Responsible for the overnight operation of 14 datacenters- Diagnosed customer network problems- Ordered and managed all telecom circuits in datacenter