I own the Employee Technology Experience team's Data and Analytics function that is responsible for leveraging data across a number of different SORs and end user tools to deliver insights and analytics via our database and Tableau dashboards. I am also the product manager for the IT Virtual Assistant, our IT Employee Support Portal, mobile application, Catalogs, and Knowledge Management platform (leveraging ServiceNow). I am also the product manager for our pop-up tooling and our in-person Tech Support Centers. Lastly, I am responsible for the onboarding efforts for Employee Tech with a focus on process improvement and optimization for onboarding our internal employees.

Represent services out to stakeholders and senior management, leveraging data and technical updates to relate back to business value. Responsible for streamlining processes and procedures through Operational Excellence and product improvements. Lead Program Management to ensure all programs within the digital transformation program are delivered on time and in budget.• Develop and hold Service Delivery reviews that combine program updates, roadmaps, success metrics, tracking and benefits of all the programs within the team for senior executives and program stakeholders, leveraging data to tell a story. • Lead in the development and presentation of reporting into Tableau with business intelligence built in with data spanning across user personas, Splunk, Active Directory, Asset Mgmt. tools, device data, ITSM (incident, change and problem), Qualtrics, product-specific data and more. • Lead strategic data programs including the COVID response, return to office, enterprise-wide device strategy and product deployments by providing clear and concise analytics on employee device landscape, technology usage and business-specific requirements to drive enable business decisions for these programs; all resulting in cost savings for the firm.• Drive process improvements within request fulfillment by identifying areas of improvement and driving these improvements to completion including most notable: - Reduction in software deployment failures from 12% to <2% savings 200k+ hours annually - Saving over 300,000 hours annually on Windows 10 build optimization work - Reducing the number of approvals for hardware orders from 5 to 1 and reducing the product catalog by 43% to only offer best-in-class hardware/software • Own Digital Dexterity program which is focused on increasing knowledge of products by all employees, drive adoption of technology, reduce Service Desk calls and provide tailored communications and marketing based on data.

Manager of the Service Enablement and Metrics Lead for the Cognitive and Digital Services department which was responsible for delivering cognitive and AI technologies to the firm with a focus on user experience and driven by data insights. • Managed stakeholder and client service reviews for consumers of the Cognitive and Digital Services team by producing KPI reports for senior leaders, program status updates, driving service improvements based on client feedback, monitoring overall quality and ensuring client satisfaction.• Led user experience program to take feedback from clients, CSAT surveys and usability focus groups to help drive improvements of our AI Virtual Assistant platform.• Led the Analytics team to develop dashboards for each AI use case that highlights automation figures, work driver elimination, success metrics and the identification of new opportunities for automation or process improvement. • Served as the onboarder for new groups that were interested in leveraging IPSoft’s Amelia and the Anywhere365 platforms for their respective use cases by performing live demos, assisting in business case development and ensuring new business would drive savings for the bank. • Drove the team’s book of work as the Product Owner in an Agile environment to ensure we delivered against timelines and provided reports to stakeholders at sprint closing. • Performed as the Chief Operating Officer of the organization by managing budget, headcount, vendor contracts and senior management meeting materials.

Served as the Service Delivery and Client Centricity lead for the digital transformation of the Global Service Desk by delivering new technologies including an AI Virtual Assistant, Amelia, and a digital contact center platform, Anywhere365, in line with stakeholder and client requirements.• Worked closely with senior stakeholders to effectively communicate a change management strategy by providing transparency, live demos of the new technology and bridging the gap between the technical implementation and the business impact. • Transformed the monthly service review and data analytics metrics that were presented to senior leadership across the firm by streamlining the underlying processes, identifying key trends in the data and driving improvements of the services based on those findings. • Identified trends in call volume and Service Desk incidents to pinpoint top opportunities for automation and worked with Product Managers to improve products based on data insights.• Responsible for driving adoption of the digital technologies by articulating new and complex technical products into easily digestible content (articles, infographics, videos and email communications) to the 70,000 end users of the bank.• Managed and drove cost efficiencies of 1.6mil USD Change the Bank program and a 7mil USD Run the Bank organization and delivered against cost saving targets. • Managed vendor contracts and negotiated competitive rates to ensure the Service Desk and Credit Suisse were well positioned with our vendors.

Worked within the Chief of Staff team for the CTO of Credit Suisse. Helped drive organizational health through communications, employee engagement and leadership initiatives. Worked closely with senior leaders to build executive materials and craft key messages to the organization.• Implemented a communications and marketing strategy for the CTO organization of over 4,000 employees to provide transparency on major programs, leadership initiatives and key updates.• Prepared executive level materials for the CTO and her direct reports that were leveraged for meetings with other CIOs, CEO/COO meetings and external regulators.• Participated and led sessions for an internal Change and Culture program that was focused on grassroots initiatives, enhancing the Group CTO’s culture index and driving employee engagement and satisfaction.• Managed the internal social media platform for the organization that later became the standard for the organization’s social media structure. Created content and videos on behalf of senior leaders.

Worked within the Workforce Management and Optimization team to realize efficiencies across the organization and track progress of productivity programs. • Created new views within Tableau to help product managers understand product specific KPIs and analyze data to better comprehend their finances and headcounts to compare against other orgs.• Led the Productivity Workforce Program to help the bank reduce contractor rates, reduction of fixed price costs and reduction in work force as a result of efficiencies. • Headed the Americas communications team for Global Products and Services by managing the social media site, written communications, business video series and monthly metrics. • Produced monthly scorecards for lifecycle management to help application owners realize potential lifecycle and legacy application risks and guide them through remediation.

• Provided documentation on various servers, queue managers and queues for MQ, FOBOCA and EMS messaging systems• Completed an automation process to streamline the server and queue manager inventory process to have a full scope view of queues and messages sitting on each system• Prepared legacy systems and queue managers that were at end of life for migration to the new MQ7 messaging system

• Achieved becoming a subject matter expert on Confluence and it’s tools and drafted the documentation for all products within DTACC (Development Tools and Common Components) including JIRA, Informatica, and Adoptions• Assisted in the adoption of various DTACC products to help clients migrate to new systems by providing training, valuable information and implementation to the end user• Participated in a summer-long project to learn and present on an entirely different department other than our own, gaining valuable knowledge on how the bank works overall

• Established multiple databases in order to sort sales opportunities and consulting opportunities through Orion funneling systems to understand overlaps in charging, consulting management and account management• Assisted with the Health Analytics Practice to organize sales support tools, customer-ready decks, and offerings for “plan to execute” and industry solutions • Implemented databases for hiring managers to track candidates during and after the interview process to assure timely onboarding and predict hiring opportunities