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Work Background
Moody's AnalyticsSr Director - Product Operations
Apr. 2021 - Mar. 2023New York, United States• Managed a team of thirteen, including directors and team leaders, ensuring efficient operational support for web-based credit research and analytical products.
• Collaborated with cross-functional teams to resolve customer issues, enhance site functionality, and facilitate product releases.
• Standardized incident management, reducing ticket resolution time by 30% through effective use of communication tools and process optimization.
• Developed a 24x5 follow-the-sun support, optimizing global case management and reducing higher-tier support calls by 30%.
• Improved team productivity by 50% through strategic training development, knowledge-sharing initiatives, and implementation of flexible work policies.
Moody's AnalyticsDirector - Product Operations
Apr. 2019 - Apr. 2021New York, New York• Led a team of two direct reports to provide efficient operational support for web-based credit research and analytical products.
• Worked collaboratively with cross-functional teams to address customer issues, improve site functionality, and facilitate monthly/quarterly product releases.
• Implemented standardized incident management processes, resulting in a 30% reduction in ticket resolution time through optimized communication tools and processes.
• Established a 24x5 follow-the-sun support model that enhanced global case management and decreased third-tier support calls by 30%. • Enhanced team productivity by 50% through strategic training programs, promoting knowledge-sharing initiatives and introducing flexible work policies.
• Created an extensive knowledge base housing training videos and articles accessible to both the Operations and Content Teams.
Moody's AnalyticsAssociate Director - Sr. Product Operations
Jun. 2014 - Apr. 2019Greater New York City Area• Provided technical support for Moody's web-based credit research, data, and analytical applications, ensuring continuous functionality both on the moodys.com platform and for the user base.
• Collaborated with internal teams, SMEs, and stakeholders to identify product requirements and prioritize feature development while working closely with build teams to ensure that products were developed on time, within budget, and met quality standards.
• Identified improvement areas for systems and processes to enhance user experience by logging, tracking, and managing bugs and user stories through project management software (Jira).
• Collaborated with internal product development teams to enhance internal tools and support project teams in developing new features for Moody's global user base.
Moody's AnalyticsWeb Support Associate
Feb. 2012 - Jun. 2014New York• Led the formation and management of a team focused on delivering second-tier technical support, enhancing the functionality and accuracy of web content and analytical tools.
• Improved user experience by effectively resolving issues related to site usability, ensuring uninterrupted service and customer satisfaction.
Dell Perot SystemsSr. Technical Support Specialist
May. 2008 - Feb. 2012New York, United States• Provided comprehensive technical support, resolving a wide range of issues related to Windows XP/Vista
workstations and servers and ensuring functionality of MS Office Suite and specialized software applications.
• Collaborated with advanced support teams to diagnose and troubleshoot intricate technical problems, enhancing system reliability and performance.
• Developed and disseminated instructional resources within the Word Forge Knowledgebase, allowing users to address common issues autonomously and promote a self-reliant work environment.
Moodys CorporationTechnical Support Analyst
Feb. 2004 - May. 2008• Addressed software and hardware issues, ensuring adherence to service-level agreements through comprehensive technical and production support for financial publications.
• Managed workflow for publication production, maintaining applications and templates, and refining content through proofreading and artwork adjustments, contributing to a seamless transition from Macintosh to PC platforms.
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