Business Solutions Manager at Greater Nevada Credit Union (2022-02 – Present)
- Built an enterprise upgrade governance and release management framework standardizing requirements gathering, regression testing, UAT, and deployment readiness across 15–20 applications, supporting a monthly release cadence (~12 releases/year).
- Led organization-wide change management, improving stakeholder alignment, risk visibility, and adoption of system enhancements.
- Strengthened QA and risk controls through structured root cause analysis, workflow automation, and improved data integrity, reducing post-release incidents by approximately 50% and increasing stakeholder satisfaction by approximately 75%.
- Advanced departmental strategy through capability assessments, cross-training, and modernization readiness planning.
- Improved vendor performance via SLA governance, dashboards, and structured remediation pathways across 11 vendor relationships, including a key vendor (Fiserv) spanning 7 siloed application teams.
Business Solutions Specialist at Greater Nevada Credit Union (2019-05 – 2022-02)
- Modernized digital account-opening workflows through systems integration analysis, UX collaboration, and data-driven process mapping, integrating 2–3 core systems.
- Designed scalable processes enabling rapid onboarding of 7,000+ PPP loans with high accuracy and compliance.
- Implemented communication frameworks improving enterprise-wide alignment and operational clarity.
- Served as SME for core applications, leading workflow optimization, data validation, and issue resolution.
Resort Technology Systems Manager at Sugar Bowl Resort (2017-02 – 2019-04)
- Directed full-cycle administration of the resort's point-of-sale platform — owning system configuration, roadmap planning, release management, and staff rollout — across 12 locations and 42 points of sale, spanning food & beverage, ticket/pass sales, rentals, hard goods, and cross-country ski lift/pass sales.
- Produced multimedia training improving operational readiness and financial recognition accuracy for 30+ staff.
- Led requirements gathering, enhancement prioritization, and stakeholder alignment.
- Strengthened reporting accuracy and operational controls through configuration optimization and risk mitigation.
Ticket, Call Center & Mountain Host Manager at Sugar Bowl Resort (2016-08 – 2019-04)
- Optimized staffing models to meet service levels within budget, managing a team of 70+ and identifying approximately $100,000 in missed revenue.
- Implemented communication protocols reducing refund dependency by approximately 60% and increasing guest satisfaction.
