Program Management: • Designed and implemented of a comprehensive supportability framework for the Solution Management team to prioritize problem logs effectively.• Defined and refined key operational KPIs to accurately reflect cost savings through dispatch avoidance and enabled tracking with PowerBI dashboards. Developed automated anomaly alerts using Databricks, reached savings of $2M/ yr in service cost.• Reengineered standards and processes, streamlined fault detection mechanisms, and onboarded stakeholders to enhance operational efficiency. Received a patent for innovative fault detection methods. Business Strategy & Development: • Provided analytical support to the executive management team uncovering issues within global support teams in compensation structures and career progression levels, and made recommendations to increase work morale.• Led cross-departmental discussions with sales team to implement service bundles and optimize sales offerings, resulting in more sustainable income streams and enhanced market competitiveness.• Conducted comprehensive analyses on SLA compliance, and service contract terms for major accounts, and collaborated with legal, finance, and operations to develop tiered offering suggestions and mitigate contract risks.Analytics Leadership & Continuous Improvement:• Customer Experience - Led the design of questions and scoring criteria for desk quality assurance surveys to monitor call agents' soft skills effectively. Automated tracking of hard metrics to streamline data collection and analysis, saving significant time and effort.• Support Efficiency - Designed and executed pilot testing and integration roadmaps for adopting new tools such as Gen-AI and LLM-based models. Evaluated tool performance against success criteria, and ran A/B testing to assist decision making in tool adoption and development. Achieving a 3% reduction in the meantime to incident resolution and a 2% decrease in between-group transfer rate.

• Created service supply chain automation use cases, facilitated validation and parameter tuning for decision support• Built logic maps applying product knowledge to test various use cases, and enhanced incident prediction through SW and HW data manipulation and modeling

Designed and implemented analytical methodologies and led advisory engagement in Retail and Hospitality to improve operational efficiency for Fortune 500 clients. Applied Lean and Six Sigma, DOE (Design of Experiment) principles for A/B testing to reduce testing costs and efforts. Facilitated change management internally (Solution Assurance Program) across industry and business functions, driving transformation. Notable achievement:• Professional Service Role Model

Graduate Research Assistant at the CHOA Outcome Center with a focus in data analysis, data visualization and predictive modeling. Consolidate the extrapolated dataset to construct a web dashboard for indications of the 'out of control' prescription length, applying machine learning techniques for clustering analysis, and 6 Sigma principles. Used R and Tableau.

• Accessed current CT imaging utilization level and analyzed behavior patterns of the doctorsthrough multivariate statistics, data mining, and machine learning algorithm using R• Identified key factors affecting ordering decision through literature review and regression analysis • Validated current baseline for imaging ordering applying survey data dimension reduction techniques (LDA, PCA etc.) and tree-based methods

• Improved data quality, automated data reporting (pick cycle-time template) through SQL and Excel Macro, and simplified the time study process (reduced the manpower and time effort by 99%)• Developed (Value Stream Map) VSMs for regional distribution center with annual shipment volume of $300M• Categorized comprehensive value streams; identified and prioritized Kaizen opportunities • Led a A3 project in increasing utilization of advanced measuring device to resolve parts data discrepancy issues in multiple systems, collaborated with cross functional team• Actively engaged in Find It Fix It and addressed some of the work environment safety concerns

• Assisted in the development and implementation of outbound transportation programs that provide for continuous improvement• Provided support to Business Unit on transportation matters such as: Identification and achievement of assigned deliver/cost improvement targets; resource requirements planning; wait time reduction• Studied financial forecasts and analysis related to the transportation cost and EU regulation

- Through awarded International Engineering Fellowship and TU Darmstadt Scholarship of Excellence, I was able to diverse my IE experience through extensive collaboration with Law and Economics Department at Technische Universität Darmstadt in Germany in a warehouse research project for Volkswage. It better prepared me to adapt to unforeseen challenges and opportunities. • Completed exhaustive literature review and processed and analyzed more than 6,000 data sets to compare alternative warehouse storage and routing strategies• Recommended research-based hybrid policy to optimize efficiency of warehouse operations• Collaborated extensively with Law and Economics Department at Technische Universität Darmstadt