• Managed the CMS Concierge team (8 teammates) for Azure marketplace, which involved daily scrum with main stakeholders, weekly team meetings, ad hoc meetings for progress reports and project reviews, and training sessions with the team to keep us all informed of new product launches. During the 3-year period of the CMS Concierge function, we enabled $1.04B in Azure marketplace deals.• Enhanced the Incident Management (IcM) on-call protocol by streamlining the process, resulting in the exclusion of CMS from OSOC duties. This strategic move significantly reduced the team’s involvement in Sev2 IcM calls managed by OSOC. The time saved has been redirected towards focusing on critical performance metrics, such as CPT, which has notably improved to 85 hours.• Optimized the CMS rotation to make our team a 24/7 global team. We have someone on-call to work concierge consults every day of the work week and have FTE coverage on the weekends. This coverage not only frees up FTE time, but also allows our team to address top partner concerns more efficiently. This affects our CPT of 85 hours.• Update the "Concierge Category" in ADO to align with CSS and Product teams. This update allows us to identify ticket trends with high accuracy and supportive data to better prioritize fixes and product enhancements with the product team. • Implemented the Escalation Risk process to provide visibility to leadership early on for high impact issues. This new process has been successful in identifying key escalations, providing proper visibility, and ensuring the right amount of focus and resources are allocated to each to mitigate them.• Participated and presented in multiple fundamentals meetings, provide CMS updates to the LT teams via the monthly Support Engagement Report, and track our KPIs and OKRs at GM level to show the health of the team.• Received Azure marketplace awards for exceptional contributions: Team Player Award and Customer Centric Award.

• Led the end-to-end operational readiness to enable to the growth of the Azure Marketplace and AppSource.• Operational lead for JEDI Government Cloud contract implementation with Microsoft’s systems and infrastructure.• Rolled-out of Commercial Marketplace to new go-to-market motions, cloud instances, and regions.• Defined and enabled new processes to support the end-to-end customer and publisher life cycle for new business models on Azure Marketplace.

Family Fables is not just a publisher of children's books but a community of inspired authors and illustrators who collaborate to bring new fables to life! We strive to uncover the artist in everyone by allowing anyone to connect with our team to bring their work to market.• Own and operate all aspects of the Family Fables business from lead generation, administrative duties, book editing, book publishing, web design, and social media campaigns.• Author of What’s Your PooPoo Face?, Finding Hampton, Gilroy’s Gobble, The Lumpiest Pumpkin, Frog-a-Dog and many others.http://www.familyfables.org/

• Scaled and grew the Azure Marketplace into the right countries and business models, drove robust growth in the ecosystem, and  enriched the Azure offering.  • Owner of the T-Mobile social messaging support channels, an assortment of products that allow customers to receive T-Mobile  support via social media messaging outlets.  • Developed and documented a working business model for a new organization to adopt as they take on additional scope and  headcount.  • Led the end-to-end release of a large-scale Oracle upgrade that spanned the majority of F5 customers.

• Redesigned a go-to-market strategy and readiness framework to drive efficiency and visibility for cloud product launches and channel activities. • Improved and streamlined Office 365 launch management efforts to get products to global markets faster. • Designed a procure-to-pay process for an ERP software implementation to optimize internal efficiencies and increase competitiveness in the industry.• Lead consultant responsible for program management and delivery of financial applications designed to maximize enterprise efficiency. • Implemented processes for a behavioral change management initiative across more than 180,000 employees at major software company to showcase its products worldwide.• Generated a deployment plan for a local, non-profit hospital to increase awareness among a new market population eligible to use its healthcare program.

See above for project work.

• Spearheaded the development of a market implementation plan for Symantec’s diverse ERP solutions, encompassing both cloud-based and traditional systems.• Conducted in-depth analysis of technology product offerings, performing comprehensive micro and macro research within the competitive landscape.• Designed a data modeling tool specifically for Symantec, focusing on pricing, licensing, and integration for emerging market segments.• Undertook market research with Symantec customers and users to gather intelligence on market dynamics, pricing strategies, and product features.• Produced detailed documentation and competitive analyses, highlighting industry benchmarks, product performance, variances, and potential growth opportunities.

Starbucks is the world’s largest international coffee and coffee house chain, generating over $11 billion of revenue in FY 2011; known for their excellent coffee, profitability, and emphasis on corporate social responsibility.• Designed and implemented an information intake method for the Europe, Middle East, Africa (EMEA) region to resolve duplicate data entry issues experienced by Starbucks partners and suppliers; contributed to one of the greatest increases in efficiency in data collection at Starbucks Coffee Company since the inception of its procurement team over 20 years ago – received the Starbucks Bravo! Award, which is given to less than 1% of partners annually.• Appointed as the subject matter expert on an integral cross-functional team during the largest project implementation in Starbucks’ history ($200 million).• Led a team through two Global Business Systems Solutions “go-live” dates; included massive data scrubs, continual system tests, and other data readiness activities, all contingent on strict deadlines.• Established a working knowledge of Oracle 11.5.9, 11.5.10, and R12 and database functionality as well as various skills in new complex systems and situations with minimal guidance.• Created extensive training documentation and conducted global training sessions for new and experienced managers, systems analysts, buyers, and administrators.

Data Administrator contract worker at Starbucks Coffee Company. Performed the job functions listed in the Sr. Business Analyst role above.