Oct 2022 – Present · 3 yrs 7 mos · Remote

• Proactively manages high-value accounts to ensure customers achieve their goals, fostering long-term loyalty and driving business value. Develops account strategies, oversees complex onboarding processes, and acts as a strategic consultant to senior- and exec-level stakeholders, driving product adoption, managing escalations, and contributing to process improvements within the organization.
• Manages a portfolio of regulated Enterprise Strategic and Managed customers, totalling $44M in ARR and consumption, with an average 93% adoption across accounts.
• Works cross-functionally to drive customer adoption of GitHub’s full developer platform — GitHub Enterprise Server & Cloud, Advanced Security, Actions, and Copilot — while aligning customer objectives with GitHub’s mission to accelerate innovation through open source and AI.
• Provides an authoritative view of customer health in order to offer prescriptive guidance and to prevent churn, while working closely with Product, Sales, Support, and Marketing teams to support the customer adoption journey.
• Champions the voice of the customer internally at GitHub, creating customer trust and advocacy while also actively managing risk

Jun 2021 – Oct 2022 · 1 yr 4 mos

• Provides leadership, oversight, planning, and execution of a large-scale Datacenter Migration Program for the Bank Solutions Group. The Program scope of work includes the migration, transformation, and consolidation of the product environment consisting of numerous applications.
• Manages the complete view of the Program and engages with all stakeholders to proactively communicate status, progress, and issues.
• Performs ongoing review of program status and identifies risks. Documents program progress including implementation, timelines, issues, risks, and successes to maintain program course. Assesses results and implements risk mitigation solutions as appropriate.
• Works across multiple business areas – Professional Services, Operations, Product Management, Development, and FTS - to ensure initiative priority and issues are addressed in a timely fashion.

Feb 2020 – Jun 2021 · 1 yr 4 mos

May 2017 – Mar 2018 · 10 mos · Alpharetta, GA

• Provided technical product support to clients using the BillMatrix NEXT application offering electronic billing and payments solutions. Using product knowledge and technical skills, provided the highest level of service to resolve the client/customer's issue and restore the client/customer to fully functioning status, while strengthening the client relationship. Led several high profile funding conversion and migration projects.
• Led project to convert a high-transaction, high-dollar client to a new funding platform, which resulted in revenue for the company in the form of saving on fee costs. Delivered a Playbook of steps based on lessons learned and best practices to increase the success and efficiency of the next major project in the pipeline.
• Selected by VP to participate in meetings for “white glove clients” in recognition of both superior relationship building and technological capabilities.

Mar 2018 – Feb 2020 · 1 yr 11 mos · Alpharetta, Georgia

• Maintains timelines of deliverables, coordinates resources, and ensures compliance with budgetary constraints for key Telco client. Gathers client and business requirements by interfacing with customers and Sales teams. Communicates technical information to internal and external audiences of all levels.
• Leads multiple projects of varying durations and complexity. Demonstrates a solid understanding of customer’s perspective to advocate for customer needs and gain commitment for the resources needed to meet those needs.
• Has built a strong reputation – both internally and with key client – for being straightforward, reliable, and talented. Is continually asked to lead client-facing meetings with key management attendance.

Aug 2016 – May 2017 · 9 mos · Greater Atlanta Area

• Led technical aspects of implementation, configuration, and delivery of the FocalPoint reporting product - a utilities Business Intelligence application based on Microsoft and Oracle technologies - to customers while ensuring the project was delivered on time and within budget. Designed, created, implemented, and supported custom BI Dashboards used for client reporting in the Utilities industry.
• Implemented suite of custom BI functionality and web-based reports to satisfy changing client requirements.
• Trained users on new functionality to ensure maximum value add from the upgraded tools.

Nov 2009 – May 2016 · 6 yrs 6 mos · Greater Atlanta Area

• Gathered requirements as part of the Scope and Design Phase by interfacing with customers. Helped drive business process decisions by providing options and solutions to help clients maximize return on investment in ABB Enterprise Software. Elicited business requirements and communicated technical information to internal and external clients.
• Performed the technical aspects of implementation, configuration, and delivery of the FocalPoint (BI analytics and reporting solution for the utilities industry) reporting product to customers. Designed, created, implemented, and supported BI Dashboards used for client reporting. This enabled the utilities to effectively monitor and restore power outages and communicate outage status to their customer base in real time.
• Proactively solved complex problems at every point in the implementation cycle and drove them to resolution, including debugging and troubleshooting ABB Software and Oracle database objects.
• Planned, created, and delivered training program materials - both on-site and remotely - to international ABB Enterprise Software customers. Incorporated in-depth BI and reporting product knowledge to enhance instruction to clients. Consistently received outstanding feedback from customers and was often personally requested for further training exercises.

Sep 2007 – Jan 2010 · 2 yrs 4 mos

• Planned and facilitated frequent social functions to network Oregon State University alumni living in San Diego County. Acted as point of contact for both alumni and university interests.

May 2005 – Oct 2009 · 4 yrs 5 mos · Greater San Diego Area

• Designed, implemented and tested customer focused software. Led database administration, UI design and web page report creation. Evaluated and tested new or existing software programs to determine if program performance met design requirements. Communicated program status and recommended corrections or improvements to management by participating in design reviews and clearly articulating design results.
• Represented company at multiple trade shows by engaging with attendees and fellow presenters. Communicated company vision statement and led discussions with potential client companies and those seeking employment.
• Actively participated in product-focused team environment by coordinating and interfacing with mechanical, electrical, software, and industrial engineers on detailed design work. Consulted with engineering staff to evaluate HW/SW interfaces as well as operational and performance requirements of overall system. Architected, designed, and developed software and firmware systems in conjunction with hardware product development. This included developing and testing software code for mechanical systems assemblies involving mechanisms, gears, motors, springs, valves, linkages, etc. for a Standard Tooling Platform (STP).

Jan 2000 – May 2005 · 5 yrs 4 mos · Corvallis, Oregon Area

• Solely responsible for design and development of Java application tied to live production data from Informix and Oracle database systems used to track parts in real-time in a large scale manufacturing assembly line. Responsible for soliciting user feedback and implementing associated changes. Managed user training and communication of change.
• Led data-feed project across multiple teams to import prototype manufacturing data to central IT database. Responsible for keeping the project on schedule, planning meetings and communications, and creating project management documentation.
• Participated in customer needs analysis, requirements definition, solution design, testing, and support for creation of Manufacturing Information Systems Java applications. Designed and implemented multi-site applications to capture manufacturing experiment scheduling, planning, and tracking data. This data enabled collection of metrics to reduce turnaround time for manufacturing R&D experiments in the inkjet business. Participated in regular customer meetings to maintain effective communication channels between development group and end users.
• Selected by management to serve as a College Intern Mentor and College Recruiter for computer science graduates from Cornell University.