Experience

July 2019-Present 

People, Operations, Administration, Marketing - utility player, and voice of reason.  

Learn more about us at https://vedapointe.com

2018-Present

Leadership, business consulting, and mentoring individuals and businesses, including Skrymir Data Strategies, EV Technologies, and VedaPointe.

2015-2017

In my role as Deputy Chief Information Officer, I lead 120 Customer Service, Application and Infrastructure Operations staff while collaborating with leaders across campus.

Key Achievements

• Partnered with technology leaders and university stakeholders to support the university’s Operational Excellence Program
• Collaborated with Student Government to secure Academic Technology Commons funding

2005-2015

Client-facing responsibilities included partnering, delivery quality and governance, service level adherence, business analysis; development, test, support team management; capacity planning, reporting, contract management, and client satisfaction. 

Accenture responsibilities included account leadership, financial performance, staffing optimization, business operation oversight, team engagement and satisfaction. Managed teams from 8 to 150 people across the U.S., India, and the Philippines for AT&T and Express Scripts accounts.

Key Achievements

• 2013: Promoted to Senior Manager
• 2012: Accepted leadership position on the Express Scripts account, managed on and offshore development, test, and support teams in the Corporate Systems space. 
• 2011: Awarded Silver Stewardship Award for Leadership and Mentoring.
• 2010: Negotiated, signed, and delivered 2 contracts that reduced client staffing spend by 10% while improving Accenture profitability on $15m revenue.
• 2009: Successfully completed 3 contract amendments, expanding scope at AT&T and retaining all team assignments. 
• 2008: Recognized by U.S. Director of Outsourcing Growth Platform for commitment to People Development.
• 2006-7: Achieved consecutive top-of-level ratings among account peers, and top client satisfaction ratings.
• 2005: Expanded internal management scope to include development, testing, and support resources at the new AT&T. Teams achieved highest possible client satisfaction rating while reducing client IT spend by 8%, maintaining strong profit margins, and decreasing attrition.
• 2005: Hired to stabilize a 3-year IT outsourcing contract at SBC while leading and mentoring a small team of Manila-based software testers.

2000-2004  

Responsibilities included program managing software development for core software products; directing professional services analysts & software developers; supervising technical support and user acceptance testing; planning remote and on-site software installation & upgrades for all new & existing clients. Internet web application project management, customer and team communications, business analysis and project needs assessment; project plans, functional specifications; resource planning, budgeting and scheduling. Clients included Everest Global Technology, Del Monte Fresh Produce, Motor Sports Weekly, GLA Network Technologies, Buckeye Telesystems; City of Portland, Oregon.

Key Achievements

• 2002: Promoted to Vice President, OSS Development & Professional Services, where I directed and streamlined software processes from planning through deployment.
• 2001: Successfully pitched and lead Del Monte Fresh Produce web hosting and site redesign. Generated over a half million dollars in sales and brought pineapple sales online.
• 2000: Recruited as Web Development Team Manager for Everest Global Technology, Missouri’s largest single capital investment with initial funding exceeding $300m.

1997-2000  

During my assignments at Monsanto, I performed system analysis, managed work plans and deadlines, evaluated existing systems and business information needs, developed documentation standards and managed contractors. I also developed system support, methodology, training, and user media for Animal Agriculture IT. Other projects included: web-based repository development and coordination for Dairy IT, WinHelp support for Dairy application end users, field sales training material design and development, user guide and business procedure documentation for Monsanto’s mission-critical Customer Order Logistics Tracking System (COLTS).

Key Achievements

• 1999: Lead the consolidation and simplification of DeKalb Choice Genetics data into a single, business-critical dataset. 
• 1997: Developed and delivered training for new CRM applications at Monsanto’s Animal Ag Sales event.

1997-2000

Responsibilities for my freelance web development business included project management, client relations, business analysis and needs assessment; site management, development, and maintenance; site deployment through virtual hosting services; communication and troubleshooting with virtual host webmaster.

Key Achievements

• Pitched, won, and developed web properties for multiple clients in advertising and incentives, legal, and the arts.

1994-1997

My responsibilities for this Fortune 100 brokerage firm’s Information Systems Department included assigning and supervising print and online IS documentation projects; interviewing, hiring and supervising the Systems Documentation Team; developing IS department-wide documentation standards; researching and presenting new methods and technologies to IS department directors and AVPs.

Key Achievements

• 1997: Served on department-wide standards committee 
• 1996: Established and lead the company's first Technical Communication team. Hired and supervised team of 5
• 1995: Promoted to Senior Technical Communicator
• 1994: Developed first online process & procedure repository for improved operational efficiency.