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Manager Service

Council Bluffs, Iowa, United States
September 17, 2019

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Council Bluffs, IA


IT Program Manager

Business Analytics & Management

Project Management & Business Operations


Goal-oriented Senior-level Manager with a 15-year track record of results in program, IT and organizational leadership, executing a clear vision to meet business objectives.

Leverage a forward-thinking, customer-centric and adaptable approach to management in order to drive strategy development.

Intuitive Relationship Builder with a history of fostering positive professional relationships, collaborating with business and technology stakeholders while coaching top-performing teams.

Blend strategic insight and analytical talents with a flair for story-telling and communication to optimize business operations.

Areas of Expertise


Change Management

People Management

IT Strategy & Process

Analytics & Reporting

Program Management

Data Management / Audit

Operations Improvements

Agile Project Management

Risk Management

SaaS Deployment

Career Highlights

Won Best Director Award and received multiple Star Awards, earning nominations for exemplary leadership.

Optimized business operations to effectively support 30,000+ users across more than 300 locations.

Leveraged strategic planning and problem-solving to manage programs that saved up to $3M in expenses.

Drove a 30% increase in team satisfaction scores in one year through providing global, 24x7 VIP support.

Celebrated by the incoming president of eBay for creating the best IT support experiences enterprise-wide.

Consistently improve IT strategies, revamping processes and raising CSAT scores by 25% in 6 months.

Career Experience

Jacobian Engineering, Information Security/IT Omaha


Joined team to introduce process and procedures to a rapidly growing company. Immediately took on sole project management responsibilities for all audit, engineering and IT managed services projects as well as process improvement.

Provide flexible project management style managing both Agile and traditional waterfall projects.

Audit managed services customer to provide accurate billing data.

Rolled out Smartsheet to allow for more efficient project management and collaboration.

Taken on responsibility of mentoring and coaching dispatch staff.

Introduced technical staff to best practices for ticket management using data and metrics.

eBay, Workplace Resources (WPR) & Corporate IT Remote 2006 – 2019


Joined the senior leadership team as the primary contact for operational system and project issues and a liaison between WPR internal stakeholders and IT. Recognized for talents in analysis, problem-solving and strategy development to oversee critical workplace resource systems.

Implemented a globally integrated workplace management system (IWMS), converting from Archibus to Manhattan, centrally managing 6.5M sq.ft. of real estate while tracking and processing 10,000+ tickets to date and tracking physical location of 30,000+ users and over 200 locations worldwide.

Analyzed and recommended systems and strategic solutions for internal customers, including the EHS team, Space Planning and Construction and Facility Operations based on business requirements and RFP

For the first time ever, consolidated all data to create a master list and monthly reports on all company assets for more strategic operations, including 300+ locations; 30,000+ users; and IT, HR, Risk, Finance and BCP.

As a previous participant in Archibus User Group was instrumental in establishing Manhattan User Group

Piloted Smartsheet for project management and online collaboration, researching and integrating a centralized, cost-effective tool to manage multiple projects, resulting in an 8.5 satisfaction rating.

SR. MANAGER, 2006 – 2013

Global Employee Programs, Executive Support & Service Management, IT Global Service Desk

Earned progressive promotions to assume the role of Senior Manager, overseeing IT Global Service Desk Operations before providing executive-level support services, and enhancing employee programs. Managed all corporate IT process teams and projects, creating positive experiences for end users, employees and executives.

Accomplishments in Global Employee Programs & Service Desk Operations

Secured more than $3M in real estate expense savings by rolling out a work from home/desk sharing program and system that allowed for monthly badge utilization metrics and enhanced space for business units.

Introduced L1.5 support, (Message, Mobile, etc.) directing dedicated subject matter experts to provide remote support before utilizing more expensive engineering resources, raising CSAT scores by approximately 25% in 6 months.

Centralized multiple parallel projects and coordinated a print service program that improved global employee support and saved $10K per month.

Roused team development, performance excellence and career growth, ensuring all team members with ITIL V3 Foundation certified within the first 9 months.

Optimized end-user communication with the Global Service Desk by integrating frequently used, cost-effective chats and standardized Global Service Desk processes, moving from 9 global vendors to one.

Accomplishments in Executive Support & Service Management

Worked closely with local desktop managers to enhance and expand VIP IT support, ensuring 24x7 coverage to 300+ VIPs globally, resulting in a 30% improvement in team satisfaction scores.

Reconciled 4000+ employee records reducing discrepancies from more than 20% to less than 1% by drawing on root cause analysis identify and remedy errors and optimize strategic business decisions.

Leveraged Six Sigma methodology as Operational Excellence Champion for the Global Enterprise Operations IT Project, improving project management and success.

Championed the implementation of an IT Service Management solution to more effectively meet corporate objectives, steering requirements gathering, vendor evaluations, and decision-making.

Unified IT Service Management by merging incident, event, change, problem and asset management as well as, business continuity, disaster recovery and reporting into one efficient, go-to resource.


IT Program Manager, PayPal Senior Technical Project Manager, First National Bank

Education & Professional Development

MASTER OF BUSINESS ADMINISTRATION (MBA) Creighton University - Omaha, Nebraska


Certifications: Project Management Professional (PMP) exp 2010, ITIL V3 Foundation & Scrum Foundation

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