• Leader for IT Install and Service Operation business plans and objectives, IT investments and assets, cross-industry technology and business trends, and competitive environment.• Leader for data analytics and business intelligence for North America• Partners to deploy business solutions that drive business KPIs and to develop business strategy. • • Lead/influence cross-functional teams experienced in critical business processes and enabling technologies. • Business community relationship building, influencing, prioritizing, and solution scoping to improve business processes, data quality and current solution usage/leverage. • Serves both as single point of IT accountability to Business Unit/Function, and single voice of BU/Function demand for Global IT Solutions. • Actively engages business to realize solution benefits/results. Business leadership with IT Lens. • Formulates an IT strategy that enables Install Operations business strategy.• Leads execution of Install and Service Operations IT investment portfolio to achieve scope, schedule, financial, and quality commitments through operating a metrics-based management system, ensuring adherence to principles in the solution lifecycle management process (ie, toll gates)• Champions Install Operation priorities through IT investment portfolio governance process to ensure alignment of projects with business objectives, leverage of assets and practices, and synthesis with broader corporate-wide priorities.

Thinking strategically while working tactically to build and manage a world class client support organization to ensure client satisfaction. Responsible for all aspects of the customer post go-live engagement inclusive of client support and account management. • Overall leadership and responsibility for client support and account management• Responsible for developing, tracking and reporting KPIs to executive management.• Interact with executive levels (VP to C-level) both internally and externally• Lead a team of technical support analysts, business analysts and account managers to provide exceptional clientsupport• Establish and monitor performance/process improvements for the support department.• Mentor team to ensure they are continuously growing while meeting corporate and client goals.• Manage client business needs and risks while vetting them internally to ensure B2B alignment.• Ensure client expectations are managed and communicated throughout the organization leading to internal andexternal alignment.• Ensure department goals are met or exceeded based on company expectations and benchmarks for customersatisfaction and retention.• Work in partnership interdepartmentally with the development organization to advocate for current and future clientneeds.• Effectively transition clients from delivery services (implementation of the product line) to client support.• Serve as the escalation point for critical client needs.• Develop and ensure compliance of client and internal Service Level Agreement (SLA) performance.

• Assist Director in partnering with senior management in the business community to identify and prioritize opportunities to utilize IT to achieve enterprise goals.• Create Release/Program Management policies and procedures to govern the project release milestones.• Create an enterprise release calendar spanning 100 applications across 10 business units. • Ensured compliance of release calendar and project lifecycle milestone dates. • Manage and execute the release process to consistently capture, evaluate and manage new business demand based on business demand and portfolio capacity and funding levels.• Deliver governance for the management of the portfolio. Coordinate directly with IT business partners and the business departments to ensure projects are on-time, on budget and the strategic business requirements are met.• Identify and execute new processes to identify IT capacity and establish release management and controls in support of strategic objectives.• Responsible for generating program reporting and communications, including weekly program reports, governance reports, and executive reports.• Perform as an internal consultant, advocate, mentor and change agent; identifying ongoing opportunities for business process improvement.• Work closely with Strategic Program Management Office to align to the corporate strategy.• Serve as liaison between team members and functional area management requesting projects. (Inclusive of interfacing with senior management).

• Lead and mentor the Financial Aid and Student Accounts technical support teams. • Liaison to the development department for escalations and release launch plans. • Conduct transition to support calls for internal departments and external clients.• Work with high profile clients ensuring satisfaction. • Interface with the executive level internally and externally providing updates and metrics. • Strong project management experienced leveraged to ensure departmental goals are met. • SLA adherence, management and monitoring• Responsible for team performance reviews and budgeting. • Providing clients and executive management with weekly/monthly/quarterly reporting.

• Coordinate between internal department’s stakeholders for clients needs to create and maintain our forward thinking Product Roadmap. • Management of 6-8 major feature releases per year across 10 products.• Responsible for the P&L for the development stream.• Managed operational readiness for product line. • Shared and validated the Product Roadmap and Release Plan with Senior Executive Team.• Set the vision of many of the Enterprise requests and provide related history from the product and project side.• Keep constituents (external and internal clients such as Account Managers, Project Managers and Product Managers) informed about release dates, feature submittal due dates, code freeze and other development deadlines. • Ensure creation of market requirement documents (MRDs) and the validity of requests.• Maintain internally and externally facing SharePoint portals for release calendars, product roadmaps and product compatibilities.• Work with each Product Manager to ensure features are aligning to market needs and those features are ranked and prioritized according.• Work with the PMO to determine at risk features in a release and create mitigation plans for those features and/or releases.• Work with Marketing and Development managers/directors to create and maintain a process for product enhancements• Work with Marketing and the Requirements Manager so that requirements are developed in advance of release kick-off.• Strong project management experienced leveraged to ensure departmental goals are met. • Experience with Student Information Systems, CRM, ERP, BI, eLearning, Portals, APIs

Development PMO; Note: There is an overlap between the Enterprise Development Manager Role and Senior Release Manager as I was doing both for the first year until moving to Product Management in December 2008 to focus on Release Management. Managed a 2.5 million development budget for enterprise development.Tracked Enterprise client requests, submittal for release cycles and also follow-up on client approvals.Tracked contract hours on Enterprise client contracts.Scheduled and facilitated release planning and release kick-off meetings giving transparency to upcoming releases.Collaborated with customers in prioritizing project requirements and devising solutions.Fostered and maintained good relationships with customers to ensure processes are integrated to support expected customer service levels.

Coordinated and assisted client base of 250 corporations and over 1000 schools. Primary contact for 55 Premium clients.Facilitated Premium client quarterly management calls to determine client satisfaction.Key in retention of current clients. System administrator for call tracking system (Firstwave).Responsible for departmental training initiatives.Responsible for departmental quality initiative.Responsible for documentation and tools department.Lead manager to create department employee development and retention plans.Managed Class product support team.Liaison for enterprise level clients.Liaison between support and development.Liaison between support and professional services for client transition.CampusLearning product lead. Company disaster recovery team member and support lead.

Conducted extensive training on the CampusVue ERP product.Reviewed and consulted client business practices.Verified client data.Configured the CampusVue system.Conducted Crystal Reports training.Triaged Crystal Reports issues from clients.Designed custom Crystal Reports for clients.Database and network troubleshooting and resolution.Supported the CampusVue ERP product.Qualitative analysis of the software.Utilized Rational Clearquest to track system Defects and Enhancements.Applied service packs and software updates to client sites.Interacted with clients to resolve software issues, general use of application questions, and troubleshooting data issues.Handled customer requests efficiently and in a timely manner.Collaborated with team members for resolutions.

Developed reports utilizing Seagate Crystal Reports and Oracle databases.Designed Stored Procedures.Wrote Business requirements for clients.Wrote Technical specifications for developers.Designed a Computer Based Training program utilizing Macromedia's Flash.Created interactive Web Site using Cascading Style Sheets, Macromedia Flash and NetObjects Fusion.Developed functional and technical design specifications for all projects associated with.Implemented and tested network and telephone wiring.Installed and configured digital telephone systems.