Resume

Summary:

Outcome-driven | Cross-functional | Technology-led | Customer-centric
Learn, Plan, Execute, Repeat. Service and Change Management practitioner with over 10 years of experience designing and managing changes for technology service and organization transformations. Experience working in all phases of project and product lifecycles, across global teams, and in waterfall, Agile, and DevOps practices.
Areas of experience:

  • Governance and Stakeholder Management
  • Customer Adoption and Enablement
  • Communication Strategy and Planning
  • Service Lifecycle Management
  • Service and Operating Model Mobilization
  • Program and Deployment Management

Work Experience

Cloud Platform Service – Customer Management Lead
2019 – Present
Responsible for customer intake and service management across cloud platform services for business portfolios. Using a customer – centric approach to balance the introduction of new capabilities with security and operations quality.
  • Establish new product life cycle frameworks and governance to securely scale service introduction and adoption across organization
  • Manage customer requests and new product introductions to ensure alignment between delivery and business outcomes
  • Manage customer feedback to continuously improve service experience
  • Mobilize new service models across product delivery verticals to shorten delivery life cycles to customers
Cloud Hosting Service – Change Management Lead
2015 – 2018
Responsible for change strategy and approach to migrate infrastructure to public cloud data centers, and mobilize new cloud hosting services.
  • Design and implement change management approach to close 5 data centers, impacting portfolio of 600+ business applications
  • Create Agile delivery enablement approach for adoption across 10+ delivery teams
  • Manage and execute communication strategy and content for C-suite governance and stakeholders
  • Quantify and communicate journey value and benefits for published market credentials
Client Delivery and Project Management Lead
2014
Managed and liaised client account delivery on behalf of software development teams. Bridged gaps between large, matrixed, waterfall environments vs lean, product-driven, software development teams.
  • Manage software development statements of work, planning, resource management and delivery for client-facing projects between Agile and Waterfall project environments
  • Streamline, integrate and re-design sales, development and delivery processes between internal business units and development teams
  • Manage internal and external stakeholder and client relationships
Project and Change Management Lead
2011 – 2014
Designed and executed communications, enablement, and adoption programs across technology portfolios to advance organization’s information security posture
  • Managed and delivered business cases, staffing and budgets for technology transitions and implementations as large as $7M portfolio across 6 different technologies deploying to 300K people globally – across various business units and outsourcing centers
  • Execute user communication and training program across 100K global users to support mobile device management implementation
  • Increased technology registration and adoption program from 0 to 70% for 300K global users
  • Delivered mobile device retirement approach which led to 50% reduction of non-secure devices and savings of $1M
  • Executed organization realignment of 500+ global people to centralize and standardize internal security policies, standards and processes
Deployment Readiness and Change Management Lead
2009 – 2011
Early adopters and crusaders for workplace collaboration and productivity technologies across global organizations.
  • Reduced central team budget and headcount by establishing global deployment network, toolkits and processes for local change network execution
  • Wrote requirements for application to drive usage down before retiring infrastructure, reducing costs by $100K and minimizing impact to business
  • Designed training and readiness plan and operational deployment and support handbooks for global on and offshore support teams
Business Process Change and Training Lead
2005 – 2009
Immersed with business and technology experts to design system and process roles and training
  • Created organization impact assessments and implemented new process designs and change action plans
  • Created and re-mapped new business roles to align to technology and compliance changes across organization
  • Managed, created and delivered training curriculum, development and delivery of virtual and live end user training
Previous Clients and Employers:
Accenture, American Express, Blue Cross Blue Shield, GoHealth, PepsiCo, State Farm, State of Ohio, University of Pittsburgh Medical Center

Education

  • University of Texas – Austin, Bachelors in Business Administration – Finance; minor in Economics and Chinese Language, 2005
  • Chinese University of Hong Kong, 2004
  • Beijing Normal University, 2002