Responsible for aligning knowledge engineering capabilities with service business priorities as well as translating technology trends into new program opportunities. Accountable for developing and leading global Six Sigma improvement projects to develop, track and improve key knowledge effectiveness metrics for call center, technical support and engineering levels of service.

Responsible for aligning knowledge engineering capabilities with service business priorities as well as translating technology trends into new program opportunities. Accountable for developing and leading global Six Sigma improvement projects to develop, track and improve key knowledge effectiveness metrics for call center, technical support and engineering levels of service.

Responsible for strategic planning & definition of world-wide customer requirements and business solutions within service order management space. Accountable for understanding and managing customer expectations in conjunction with obligations of cost, quality, delivery and CS strategic direction. Directed team of project managers responsible for all phases of solution development and deployment

Complete R&D responsibility for customer engineer workbench, a PC-based product set providing wireless call management and office solutions for Americas field force. Directed team of technology engineers.• Interfaced with US & Canadian field leadership to identify and assess business needs and translate into comprehensive project plans for field service tools• Negotiated and managed $17M+ hardware, software and asset management contracts• Accountable for complex deployment of 3,000+ field engineers associated with programResponsible for developing interface solutions between NCR and key service customers. Lead team of project managers.• Interfaced with key account teams and customers to develop WCS’s business and technology strategy for call tracking integration• Selected and managed software vendors to develop custom EDI solutions• Lead development and deployment of B2B service application

Responsible for project management of the Customer Web Access initiative designed to reduce support cost by moving knowledge to customers. Key responsibilities were to plan, schedule, monitor, evaluate and direct project to ensure complete solution was implemented. Duties included working with center management and analysts to plan and manage aggressive knowledge cleansing effort, interfacing with service development organizations to market product and representing program to customers.Team leader responsible for motivating and managing a cross functional team of support engineers to transform the high level knowledge authoring model into a working plan that operationalized the creation of knowledge in support of remotes services and customers. This team developed common creation processes improving the effectiveness of knowledge development and facilitated global agreement of those processes.

Co-lead team to develop and deploy Lotus Notes infrastructure throughout corporation. This network consisted of 2,500 user in 16 countries and hundreds of applications that linked together the work of regional care centers, country support organization and manufacturing plants. Once completed lead team developing processes to ensure corporate wide consistency.Remote support analysts with primary responsibility to prove technical network support on midrange servers. Areas of specialty included TCP/IP, NetWare and NTS.

Expanded the system architecture and implementation plan for the internal operation of the Atlanta Olympic Committee. This plan integrated the work of IBM, Bell South, AT&T and ACOC IS personal to position the committee for the growth needed to run Olympic Games. The system encompassed hundreds of workstations, servers and mainframes.