Career Profile
SaaS professional specializing in major incident management, system implementation, administration, and process improvement.
Experiences
- Lead and manage global major incident management and de-escalation team
- Collaborate across the enterprise to define & implement a harmonized Major Incident Management process
- Partner with account teams to de-escalate critical customers
- Interface with development teams to create and enhance major incident management and communication tools
- Lead customer communication strategy for mission critical incidents, such as unplanned outages and business impacting performance issues
- Liaise with software developers and architects to respond to critical incidents
- Work closely with other lines of business within SAP on issues that impact customers integrating various SAP products
- Perform initial triage of high priority issues to determine impact and scope
- Implemented SAP Anywhere for 43 Small and Medium Businesses
- Conducted customer visits for project planning and training
- Gathered and refined customer requirements for custom integrations
- Interfaced with third party developers and partners on behalf of customers, serving as PM and technical resource
- Handled customer escalations and issues, quickly and efficiently resolving issues to maintain customer satisfaction
- Liaised with marketing and sales to identify target customers and industries
- Drove product roadmap based on customer requirements through regular meetings and requirements gathering with product managers and customers
- Co-managed sunsetting of SAP Anywhere product in North American and UK markets including negotiating early contract terminations and customer compensation
- Assigned as Implementation and Project Specialist for Arizona Department of Education
- As Product Co-owner, drove the development of new enterprise event management system, used by 90,000+ educators statewide
- Implemented Blackboard Learn and Blackboard Collaborate within Department of Education and client school districts
- Implemented and Managed Cornerstone OnDemand
- Improved course evaluation process to reduce workload
- Performed system reporting and analysis
- Supported end-users and instructors
- Project Manager for 2-year LMS upgrade and migration project
- Performed system reporting and analysis
- Supported and trained end-users and instructors
- Performed system administrative tasks
- Developed training materials for faculty and students
- Performed testing of Service Packs, Powerlinks, and new version of Blackboard Vista, as well as various other software
- Aided faculty development of online courses, hybrid courses, and course supplements in a variety of disciplines
- Aided and trained faculty members in the use of Blackboard Vista
- Provided support to faculty in development and throughout the teaching of their courses