Service Manager Enterprise Digital ExperienceDecember 2021 - Present Virtual Desktop Infrastructure DaaSRemote Access

Service Manager - Enterprise Digital Experience - February 2020 - PresentData Strategy, Automation and Performance Testing

Service Manager - Enterprise Digital Experience - December 2018 Software Packaging and Client Production Management

Resource Manager for 17 Application Development/Business Analysts. Also managed all contractor requests both onshore and offshore.• Created the portfolio of IT projects and presented weekly status updates to executives.• Tracked and monitored the $2.5M Contractor budget. • Selected staff contractor vendors.• Served as liaison between IT, Legal and Global Purchasing for Master Service Agreements.• Identified personal development and career planning for assigned staff within the resource staffing pool.• Wrote and delivered interim and annual performance reviews.• Evaluated and maintained market salary survey for the division based on skill set.• Provided recommendations for salary increases based on market and performance.• Implemented behavioral-based Interview Guides to improve interview quality.• Facilitated the Focal Point Tiering for 154 resources in the division.• Developed a New Hire Orientation for the division.• Trained new Project Managers on using Workbench for project planning.• Headed the Intern Program for the IT division. Recruited summer interns and paired them with Sr. Business Analysts. Oversaw goal setting, weekly check-ins, and internship-end presentation, which was later incorporated into the corporate program for all internships.• Participated in College forums. Provided information and conducting on-the-spot speed interviews for potential Business Analyst candidates.

Responsible for staffing and reporting of 350 people ensuring maximum utilization.• Recruited and interviewed independent and employment agency contractors.• Reported headcount and revenue estimates weekly to Intellinex leadership.• Worked with sales executives in monitoring new sales and anticipating staffing needs.

• Handled multiple visual learning projects from beginning of defining the project through deploying the virtual learning experience. • Developed a virtual learning strategy for the design, development, production and delivery for an external client using their virtual learning technology.• Managed full project lifecycle for single or multiple customer project(s) with a value ranging from $8K to $500K.• Led the design, development and delivery of training events using virtual learning technology approximately 10 to 15 times per month.• Managed higher risk, higher profile virtual learning events (e.g., prominent sponsors/presenters, large audiences).• Worked with Leadership in the development of virtual training content.• Assessed domestic and global vendors to ensure successful delivery of programs.• Reviewed virtual learning storyboards and live events for quality, interactivity, production standards and provided feedback to the project owner or sponsors.• Produced project cost models for the program’s budget.• Built project plan to accommodate staffing; staffs project to maximize leverage of all team members • Tracked, analyzed and made recommendations on status reports, issue identification and resolution, to the customer, account manager and/or program manager.• Assisted Account Managers with sales opportunity recognition including: scope definition, solution definition, solution design, proposal preparation, pricing models, value propositions, Statement of Work/Letter of Understanding and resource requirements.

Managed the largest client account for the Virtual Learning Group.• Led full project lifecycle for multiple customer project(s) with a value ranging from $50K to $500K.• Created and executed the project plan.• Produced project cost models for the program’s budget. • Defined project scope, objectives and measurements of success. • Interfaced with the client executives for issues management. • Insured infrastructure is in place for the project including staffing.• Managed teams of 20+ people including team leaders, team managers and graphic designers.• Provided performance feedback, coaching and mentoring to all team members.

Conducted multiple instructor led training programs from design through deployment. • Led the design and development of three instructor-led programs simultaneously.• Managed 4 web-based learning programs on time and on budget. • Facilitated team building retreats to 600+ new hires. • Instructed TRACOM Social Styles to the Consultant Entry Programs for 200+ new hires.• Mentored, coached and counseled 50+ employees.• Received an Excellence Award in 1993 for outstanding performance.