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Summary

Dynamic and multi-talented project manager, business strategist and analyst offering over 8 years of experience in managing complex projects, driving process improvement, and strategic enterprise initiatives leveraging a diverse professional background. Adept at successfully executing transition efforts while fostering positive team, customer and stakeholder relations. Practiced in evaluating technical and architectural requirements, processes and procedures and making recommendations on efficiency and operational improvements that positively impact the bottom line. 

Work History

Sep 2015Present

Consultant; RSA Via L&G (IMG/IAM)

RSA, The Security Division of EMC
  • Provide technical and consultative leadership for complex software implementation projects, focused on Identity & Access Management solutions, participating in pre-sales qualifications and delivery of technical architectural design, strategies and plans for engagements. 
  • Actively leads initiatives for qualitative requirements gathering and analysis, driving a deeper understanding and realization of current and  evolving client requirements
  • Simultaneously manage multiple complex national nad international IAM integration projects across several industries, including Financial (Banking and Insurance), Retail, Medical and Government
  • Manage remote and off-shore project teams ranging in size between 10 and 30 team members
  • Awarded Excellence @ EMC Gold Award for skillfully managing multiple high-visibility escalated implementation projects simultaneously and expediting resolutions 
20122015

IT Governance Analyst; Corporate IT Support

Blackbaud, Inc
  • Designed Corporate Identity and Access Management strategy and architecture, from conception to production, realizing 10% employee efficiency gains through process improvement efforts
  • Managed several key enterprise-wide IT projects, including global domain migration, transitioning internal communication platforms, and redesiging the user lifecycle processes for transitioning onto IAM platform
  • Awarded "Corporate IT Most Valuable Player" for Identity and Access Management/Account Administration process improvements
20062012

Management, Support, Training, Coaching

Verizon Wireless
  • Promoted 6 times in 6 years based on performance
  • Sales and Sales Management: Led multiple projects to identify/resolve areas of inefficiency within operations.  Created standardized processes for inventory management, resource management, and escalation remediation procedures, improving team delivery on quota requirements and KPIs by 20% 
  • Customer Support and Technical Support Training/Coaching & Development: Created training operations processes and materials used to on-board >200 new hires, achieving 0% attrition rate through improved training and evaluation processes
  • Customer Support, Sr. Customer Support, and Customer Support Management: Attained 0% attrition rate through development of improved training and evaluation processes
  • Technical Support: Assisted 17,500 customers annually. Individual NPS score: 80%

Awards

2016 - Excellence @ EMC Gold Award - Customer Satisfaction; Problem Resolution

2015 - Certificate of Excellence - Critical Thinking and Logic

2013 - Blackbaud Corporate IT Most Valuable Player - Company Efficiency Gains through IAM