An experienced, results-oriented Program Manager with a proven record of program execution and partnership with Services and Product Engineering to solve complex problems and improve business outcomes. Committed to finding creative, sustainable solutions through collaborative relationships with key stakeholders in Engineering, Business Operations, and Services. Demonstrates Growth Mindset in the face of uncertainty and passion for customer advocacy and inclusive leadership.CORE COMPETENCIES:Business Insights Inclusive Process Continuous ImprovementPartnership Risk Management Influence Problem Solving Product Engineering CommunicationsSELECT CAREER HIGHLIGHTS:• Incident Response Post SolarWinds Hack – pre-engagement architect for 15+ weeks, $1.9M investigation for Dep. Veterans Affairs, covering 750K endpoints, DART PM overseeing scoping, provisioning, resource allocation, data collection progress, reporting to Senior Leadership, both internal and external. • Consistent Customer Experience Framework Initiative – automated delivery of technical content mappedto support topics saved $7 Million in labor avoidance within 6 months of completion and reduced Time to Solution, enhancing the overall customer experience and CSAT metrics.• Data-driven feature prioritization triage Identity Management; ROI: 49% reduction of backlogged work items, 38% reduction backlogged customer support tickets, 10% improvement customer experience scores, 15% reduction in solution times for support incidents and $900,000 labor cost reduction annually. • SCCM user experience improvements: ROI $125K in labor cost savings <12 months and improved customer satisfaction.