• School Traffic Calming Initiative. Organized task force with multiple city services. Bring together community members and school staff to understand problems and work on solutions.• Neighborhood Traffic Calming Program. Slow local traffic while creating a more livable community.

• Overall responsibility for global Telephony system administration (LiveOps, InContact), maintenance, monitoring, reporting and training. • Identify and address CRM (Salesforce) updates and changes that impact the support organization. Socialize requirements with support management, coordinate cross-functional work requests with and validate deliverables.• Implement and maintain workforce management (WFM) tool• Overall responsibility for the Knowledge Management program…• Define process and identify resources for team to access, author and maintain knowledgebase articles.• Implement multiple channels of self-help to complement the knowledgebase.• Define processes and structure to maintain the content available internally and publicly to Lyris’ customers.• Define and socialize a partner knowledge management program.• Collaborate with Lyris management to create, implement and maintain a customer portal presence that drives customers to leverage content that enhances the customer experience and drives support contacts down. • Create and maintain metrics that measure article need, effectiveness, use and usefulness of portal.

Responsible for managing support cases, managing customers. Knowledge Management, Solution Creation, Support Processes.

Managed multiple VT programs from pre-planning to post VT summary.

Program manager responsible for implementing Knowledge Program KCS, processes, and tools for Customer Support.

Managed day to day case and staffing issues.

Managed the implementation of Knowledge Management tools and processes.

Built NetApp's first Knowledge team. Managed the implementation of Knowledge Management tools and processes across the Customer Support Organization.

Implemented KCS program. Managed global knowledge analysts. Business owner for KB and CRM integration.