SENIOR MANAGER TECHNOLOGY TRANSFORMATION ARCHITECTURE FOR BUSINESS SERVICES
Achievement driven, experienced in Product Management, Design Thinking, Project Management, Software Development, Process Design, System/Process/Solution Architecture, and Leadership bringing 26 years of transformational experience. Customer focused designed thinking champion.
- MBA 2010 Concordia University, Mequon, WI
- MS Political Science1994 Western Michigan University, Kalamazoo, MI USA
- BS Political Science 1992 Western Michigan University, Kalamazoo, MI
- Continual education 2015-current Udacity, Udemy, MATC
AT&T June 1995- Current
Design Thinking Practitioner
Customer focused (human centered) design thinking practitioner working cooperatively with stakeholders (internal and external) to innovate and transform while building deliverable solutions centered on the customer journey. Inspire and develop transformative customer experiences leading collaboration sessions, creating journey maps, creating persona profiles, mapping pain points, holding design sessions for solutioning, prototyping using UX/UI design with clickable designs, performing customer research, collaborating, and presenting to a wide range of internal and external stakeholders at all levels.
Split Testing (A/B testing), documentation including best practices, P&L management including KPIs, data analytics and dashboards, customer focused design thinking, prototyping, forecasting, product design, product lifecycle, release management, business requirements, business case creation, user stories, value proposition, leadership read-outs and data-driven discussions. Customer survey and interview. Also proficient in CSS and HTML.
Secured Access Service Edge (SDWAN and Cloud Security), AVPN, Wholesale Services, Integrated Services, Maintenance, Cloud, Mobility, Software.
Manage large custom technology transformation projects including new product implantations, transforming existing products, automating ordering, sales, provisioning, and maintenance of existing products. Responsible for planning, solution design, business requirements and scope definition. Oversee project end to end to assure the projects are implanted on time and at or below budget. Manage change requests, prototyping, and user acceptance. Prepare and manage project budgets. Responsible for stakeholder communications and engagement.
Directed the efforts of a team of 16 managers and 250 non-management employees including coach and development, scheduling, service delivery and customer contact center efforts in a highly regulated environment.
Additional AT&T roles: Escalation Manager, Customer Service Representative
Interests: Volunteering for Hunger Task Force of Milwaukee, Member of Wisconsin Athletic Club, Gardening