Greater Seattle Area
When I'm not working, I enjoy dancing, good food, and bad movies.
- Developed and pitched the Service Management Office (SMO) strategy, secured executive buy-in, and led initial implementation to establish governance, alignment, and ITSM maturity. - Key contributor for Greenfield ServiceNow transformation, aligning ITSM processes and stakeholders to OOTB tools, coordinating stakeholders across enterprise teams. - Identified, defined, and delivered program scope to launch a new Major Incident Management team. - Introduced automation and redesigned Post-Incident Review processes, enhancing Problem Management efficiency and increasing practice value. - Supported governance and process maturity across Incident, Problem, Change, Knowledge and IT Service Desk practices. - Played a key role in steering the strategic direction of the enterprise Virtual Agent project by aligning conflicting team priorities, facilitating consensus among leaders, and translating stakeholder needs into actionable guidance for delivery teams. - Collaborated with executive stakeholders to prioritize roadmaps, manage department-level backlogs, and translated visions into actionable user stories
- Co-founded and directed operations for the nation’s first nonprofit pole dance studio, driving the organization to generate $250,000+ in revenue annually. - Developed and implemented strategic business plans, resulting in 40% membership growth and 54% revenue increase during the pandemic. - Secured and managed grants, ensuring financial stability and growth. - Oversaw financial administration, including budgeting and financial reporting, to maintain transparency and accountability. - Managed a team of 35 staff members, fostering a positive and productive work environment. - Created and executed innovative marketing campaigns to attract new members and retain existing clients. - Designed and developed a comprehensive curriculum, enhancing the quality of classes and member satisfaction. - Produced and directed annual fundraising events, overseeing planning, marketing, performer management, ticket sales, and emceeing, contributing to increased community engagement and revenue
Coordinated across multiple organizations and teams to reduce incidents, improve system uptimes, and increase IT systems resiliency in a fast paced e-Commerce technology company. Investigated and managed complex technology problems and incidents, with emphasis on root cause analysis, process improvement, and documenting problem resolutions to prevent recurrences. Translated technical and incident information into concise, easy to consume communications for Sr Leadership.. Produced weekly financial loss and incident/problem reports for Executive CTO Leadership team.
Implemented and maintained total network node monitoring, alerting, access, asset management, and accounting for an advanced e-Commerce network infrastructure of over 20k components.
Provided upper tier support for multiple business offices and a data center by helping to troubleshoot, configure, and maintain a network with over 300 switches, routers, firewalls, and other network devices.
Maintained and assisted in managing an environment for large-scale, 24/7 data center. Hold a working knowledge of disaster recovery, redundant data communication connections, backup power supplies, generators, environmental controls, suppression systems, data restoration, and security devices. Experienced with cabling and racking servers, and well as server hardware repair and maintenance. Monitored NOC alerts and ran major incident bridges to drive effective resolution of the most impactful issues in IT Infrastructure.
Trained dancers in the art and discipline of ballet.Used creative talents to create new works, as well as set and polish older bodies of choreography on a company of pre-professional dancers.