Strategic, people-first leader with 15+ years of experience leading cross-functional teams in production support and technology environments, driving operational excellence and delivering high-quality customer outcomes. Experienced in managing support operations, resolving complex incidents, and streamlining workflows in high-pressure settings. Known for building trust, aligning global teams, and improving processes to enhance efficiency and service delivery. Skilled in stakeholder collaboration, technical problem-solving, and communicating complex concepts to diverse audiences. Driven by a belief that people are a company’s greatest asset, and that clear communication and leadership rooted in respect, empowerment, and accountability enable teams to reach their full potential and deliver lasting results.
Support Operations & Leadership: Technical Support Operations • Incident & Escalation Management • Ticket Queue Management • Service Level Management (SLA/SLO) • Cross-Functional Team Leadership • Coaching & Team Development
Technical & Process: Agile (Scrum & Kanban) • Continuous Process Improvement • Root Cause Analysis • Risk Mitigation • Impact Analysis • Business Requirements Gathering
Collaboration & Communication: Stakeholder Engagement • Technical Liaison • Training & Enablement • Clear Written & Verbal Communication
Tools & Platforms: JIRA • ServiceNow • Confluence • SharePoint • Microsoft Office
(Multiple progressive roles supporting technology delivery, system quality, and operational efficiency)
· Led a key workstream within a large-scale, multi-year modernization initiative, driving automation of processing workflows that reduced errors and improved operational efficiency.
· Collaborated with cross-functional teams of several hundred stakeholders across business and technology to deliver complex system enhancements and ensure successful implementation.
· Managed end-to-end delivery of multiple technology initiatives, from requirements definition through testing and deployment.
· Partnered with end users to deliver training and knowledge transfer, enabling adoption and strengthening internal subject matter expertise.
· Designed and executed comprehensive test strategies, maintaining high quality standards and ensuring system reliability in production environments.
· Conducted impact analyses of system changes to identify risks and prevent downstream issues.
· Developed and maintained procedures and technical documentation to support consistent operations and user adoption.
Note: Role transitioned to Infosys via division sale in 2020.
· Progressed through multiple roles spanning client service, operations, and project support, building a strong foundation in financial services and customer-focused delivery.
· Managed daily operations for retirement plan clients, ensuring accuracy, compliance, and high-quality service delivery.
· Provided direct support to retirement plan participants, addressing account inquiries, offering investment guidance, and resolving issues in a high-volume call environment.
· Advanced to a technical lead role, supporting team members, sharing knowledge, and contributing to process improvements.
· Led and developed a team of 60 volunteers, coordinating rapid response to disasters across Chester County, PA and surrounding areas.
· Directed emergency response operations, ensuring timely coordination, resource allocation, and support for impacted communities in high-pressure situations.
· Built and maintained partnerships with county, state, and federal agencies to enable effective, coordinated disaster response and improve operational readiness.
· Served as Shelter Manager during disaster events, overseeing all aspects of shelter operations.
· Planned and executed disaster preparedness exercises in collaboration with agencies such as PEMA and FEMA to strengthen response capabilities.
· Recognized with the Clara Barton Outstanding Humanitarian Award and the Chester County Heroes Award for leadership and community impact.
· Minor: Business, English