Career Profile

SaaS professional specializing in major incident management, system implementation, administration, and process improvement.


Global Manager, Critical Incident Engagement

2020 - Present
SAP Ariba

  • 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

Critical Incident Engagement Lead

2019 - 2020
SAP Ariba

  • 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

Customer Success Manager

2015 - 2019

  • 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

Implementation Specialist / Business Analyst

LearningMate / Arizona Department of Education

  • 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

Application Administrator

2011 - 2014

  • Implemented and Managed Cornerstone OnDemand
  • Improved course evaluation process to reduce workload
  • Performed system reporting and analysis
  • Supported end-users and instructors

Learning Management System (LMS) Administrator

2007 - 2011
Marshall Unviersity

  • Project Manager for 2-year LMS upgrade and migration project
  • Performed system reporting and analysis
  • Supported and trained end-users and instructors

Assistant LMS Administrator

2005 - 2007
Marshall University

  • 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

Instructional Developer

2004 - 2005
Marshall University

  • 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

Skills & Proficiency

SaaS Implementation and Support

Process Imrpovement

Major Incident Management

Small Business ERP

Lean Enterprise (Green Belt)

Project Management

Business Analysis

Blackboard Learn & Collaborate

Cornerstone OnDemand