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Central BankOrganizational Change Manager
Jan. 2024United States- Spearheading the organizational change strategy for the Central Bank’s transition from legacy mainframe systems to a modern, digital banking platform. - Leading stakeholder engagement and communication plans to ensure alignment, transparency, and support across departments and executive leadership. - Developing and executing comprehensive change impact assessments, readiness evaluations, and mitigation strategies to support a smooth transition. - Collaborating cross-functionally with IT, operations, and compliance teams to align business processes with new digital capabilities and regulatory requirements. - Designing and implementing training, support structures, and change adoption frameworks to drive employee engagement and minimize disruption during the transformation.
BMC SoftwareSenior Technical Manager
Oct. 2022 - Jan. 2024St. Louis, MOo The SaaS Operations Communications team leads the following tasks associated with support for SaaS customers: ▪ Scheduled event communications support: Team communicates via email notification to inform customers of service status during a change or service update. ▪ Unplanned or emergency event communications support: The team is paged via xMatters to join technical support calls with SMEs and compose/send emergency notifications to customers. ▪ Provide Internal communications support for Security vulnerability events including data breaches and other high profile service events. ▪ On average, the team supports approximately 72 service events a month and composes approximately 87 communication templates for customers each week. • Created all internal and external communication templates for planned and unplanned service events (including change and incident related service events according to ITSM best practices). o Templates are created via MS Word then stored via an internal Confluence site. • As a part of the launch of an internal communications tool, managed the integration of customer contacts from Salesforce to BMC MyPortal. • Collaborated with Product Teams, Executives and other Leadership to frequently update external BMC informational policies and internal confluence sites per process and policy. o Manage the internal BMC employee outreach of these new policies by presenting frequent training/in-service sessions to internal BMC teams. • Designed and managed extensive communication plan in collaboration with multiple cross-functional teams throughout BMC (marketing, customer success, branding, etc.) o Analyzed survey data on a quarterly basis and used this data to guide new support initiatives.
MastercardDirector, BizOps
Oct. 2017 - Oct. 2022St. Louis, MODeveloped a 10 person global Service Event Communications team to provide customer communications support during impacting incidents. • In order to improve communications team user experience/stakeholder satisfaction, launched the rollout of Everbridge (impact communications tool) to over 30,000 internal Mastercard employees. This initiative included the following: o Template design: collaborated with marketing and branding teams in the development of external and internal notification templates. o Process design: collaborated with the Everbridge development teams (vendor) in customizing the tool per the needs of Mastercard users. o Focus Groups/Pilot: Managed the development of focus groups to provide UX feedback; coordinated an extensive 30 day pilot of Everbridge to ensure success. o Service Integration: Managed the integration of employee contacts from Workday and customer contacts from Salesforce Marketing Cloud. • Recruited and trained all new team members; worked closely with suppliers in locating the best contact (CW) candidates. • Via xMatters, managed the team’s on call support schedules and contact lists resulting in the support of up to 40 service events a day. • Managed internal executive level communications support during high impacting events; hosted approximately 4 Executive Leadership Team informational calls a month. • Lead weekly executive level post mortem sessions (audience included the CTO and several EVPs of Mastercard) to review root cause analysis data – the sessions decreased impacting events on average by 60%. • According to ITSM and ITIL principles, managed the content and delivery of external facing root cause analysis documentation. • Hosted frequent in-service events to educate Mastercard employees on the following: incident management best practices, root cause analysis, ITSM principles, Mastercard Priority Models for Incidents.
MastercardChange Manager
Sep. 2014 - Oct. 2017St Louis, Missouri, United States• Developed departmental availability and outage reporting for executive leadership teams: reporting included the tracking of change-related outages, emergency change outages, and others. • Managed the defect resolution process and problem management processes (PBM) in collaboration with related SMEs. • Coordinated offshore testing for new applications and services. • Lead the maintenance of PCI requirements documentation; completed PCI audits for various applications and services. • Conducted interviews with key personnel to understand the impact of proposed changes on existing operations. • Developed and implemented change management plans to ensure successful transition of new processes, systems and technologies.
Maryville University of Saint LouisVisiting Professor
Jan. 2014 - Oct. 2018St Louis, Missouri, United StatesTaught online communications, writing and management courses for Maryville University's MBA program. • Monitored and maintained internal course shells for students and faculty. • Advised students on academic issues and career paths. • Evaluated student performance through tests, quizzes and other assessments. • Mentored faculty members in teaching methods and best practices. • Supervised graduate students in their thesis research projects. • Participated in departmental committees that address curriculum development, assessment strategies or technology initiatives. • Served on university-wide committees tasked with developing policies or procedures. • Conducted research related to the field of study. • Developed and implemented course materials, such as syllabi, lectures, readings, assignments and exams.
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