Professional Experience

Think Through Learning, Inc., Pittsburgh, PA

Agile Project Manager2013 - Present

Apollo Group, Pittsburgh, PA

Program Manager2012 - Present

Responsible for the delivery of software projects and programs related to improving student outcomes in the general education mathematics curriculum.

Project Management Excellence
  • Assumed responsibility for delivery at-risk multi-million dollar, institution-wide software product replacement and drove project to completion with minimal impact to schedule.
  • Facilitate regular evaluation and prioritization of new product features and bug fixes and planning of future product releases.
  • Plan and advocate resource needs in a cross-product, strong matrix software development environment.
Process and Operational Excellence
  • Prepared thorough knowledge base documentation for two customer support organizations and coached organizations on appropriate resolutions to product-level issues.
  • Designed product escalation model spanning two customer support organizations with multiple support tiers.
  • Implemented standard operating procedures required to prepare faculty reporting for new course sections.
  • Pioneer use of single, unifying documentation platform for product management and issue resolution across multiple development organizations.

Education Management, LLC (EDMC), Pittsburgh, PA

Project Management Team Lead, Interactive2008 - 2012

Independently and collaboratively managed interactive marketing projects to engage prospective students while balancing speed to market with business requirements, software design and quality standards and alignment to strategic initiatives. Established and oversaw Project Management and Quality Assurance teams. Contributed to daily management of the Interactive department, including leadership, strategy, operations, user experience optimization, content management, marketing systems support, budgeting, planning, vendor relations and delivery of web properties and technology solutions. Coached Interactive teams on bridging strategy and execution by translating ideas into actions and applying insights learned toward future decision-making.

Agile Champion and Change Agent
  • Led department-wide conversion to agile software development/project management methodologies.
  • Oversaw agile planning and development of cross-functional projects, facilitating commitment, goal setting, alignment of customer expectations and team building.
Process and Operational Excellence
  • Led development and maintenance of department standards, best practices and standard operating procedures.
  • Led development and maintenance of project-level roles, responsibilities and reporting structures.
Practice Formation
  • Grew Project Management and Quality Assurance practices from team of one to six in two years, ultimately elevating Quality Assurance to a management-level position.
  • Led development of quality assurance initiatives including functional validation of critical acquisition technologies, development of end-user feedback mechanisms and development of production deployment processes.
Budget Management
  • Planned and managed $5+ million dollar budgets used in cross-institutional digital lead acquisition and department operational expenses.
Project Management Excellence
  • Defined business, functional and technical requirements for projects, coordinated development priorities and timelines, provided development support and executed quality assurance.
Vendor Management
  • Managed vendors providing creative concept and design, digital asset and web development.

General Nutrition Corporation (GNC), Pittsburgh, PA

Project Manager/Team Lead, Direct Marketing/CRM2005 - 2008

Managed development, testing, refinement, rollout and tracking of marketing strategies for online and offline channels directed at cultivating and maintaining profitable customer relationships while continuously stimulating purchase behavior. Managed tactical execution of direct marketing and email marketing campaigns including brief composition, creative direction, print negotiation and purchase, trafficking/workflow, copywriting, proofing, targeting, segmentation and offer development. Researched and monitored trends in customer behavior and applied insights toward future campaigns and tests. Regularly compiled and presented campaign reporting, key metrics reporting and customer profiles for business line reviews and strategic planning. Oversaw relationship between Marketing and MIS to resolve technical and operational issues affecting campaign performance and reporting.

Process and Operational Excellence
  • Implemented comprehensive budgetary and technical documentation and operational processes to accompany direct mail and email campaigns.
Budget Management
  • Planned and managed $17 million budget used in offline and online direct and digital customer acquisition, interaction and retention initiatives.
Project Management Excellence
  • Developed business, functional and technical requirements for projects, coordinated development priorities and timelines and assisted in providing quality assurance in accordance with systems development life cycles.
Campaign Management Excellence
  • Introduced regular hygiene processes on customer databases to increase deliverability and response.
  • Developed and implemented scientific models for use in determining optimal candidates for campaigns.
Vendor Management
  • Managed request for proposal (RFP) process, evaluation, selection and management of vendors providing email marketing, print production, creative and data services.

Communifax, Cranberry Township, PA

Senior Account/Project Manager2004 - 2005

Managed execution of local and national offline and online campaigns with a wide range of clients, including Home Shopping Network, QVC, Adelphia Communications, Comcast, Lexus, Bank One, JP Morgan Chase, and Verizon Online. Supported prospective, newly signed and existing clients with account and project services including project timeline development, requirements definition, creative design, print production and technology development. Designed and executed feedback-based CRM systems leveraging customer communications to reduce churn, reinforce brand loyalty and stimulate sales.

Process and Operational Excellence
  • Participated in teams to improve processes, procedures and documentation.
  • Introduced first fully comprehensive requirements document for campaign execution.
budget Management
  • Planned and managed project-level budgets and billings ranging from $5,000 to $300,000.
Brand and Promotion Development
  • Managed development of visual identity systems and design standards for use in marketing, advertising and overseas product development.
Team Leadership
  • Mentored team in marketing and information technology project management, promotion/campaign management, documentation, meeting facilitation and client contact.
Consulting Expertise
  • Lent expertise to current and prospective clients on print production, creative design, list strategy, reporting/analysis, legal concerns, customer relationship management, fulfillment.

America Online (AOL), Dulles, VA

Senior Marketing Analyst/Marketing Manager, Acquisition Marketing2000 - 2004

As Marketing Manager, led cross-functional teams comprised of Marketing, Product Management, Technologies, international and US business representatives, outside vendors to define detailed requirements, creative, messaging and brand strategy for marketing programs and data-driven direct response testing of user experience during software installation and registration. Initiated and managed projects driving major infrastructure improvements to domestic and international registration platforms to facilitate better use of acquisition marketing tools and enable direct response testing. Facilitated daily troubleshooting and corrective action for production issues involving software installation, registration and reporting.

As Senior Marketing Analyst, led development, project management and delivery of routine and ad-hoc executive-level analyses focusing on performance of traditional and alternative acquisition sources. Routinely developed and delivered key member metrics reporting for all branded devices and services, both domestic and international. Functioned as project manager and liaison between Marketing and Information Technology in troubleshooting of technical issues affecting the performance and reporting of various marketing initiatives.

International Expertise
  • Acted as consultant and domestic point of contact to global colleagues for installation, registration and reporting activities.
  • Led implementation of web-based service registration platforms across ten AOL international services.
  • Served as internal advocate for international services in project prioritization, strategic planning and localization of domestic technologies.
Analytical Excellence
  • Compiled regular reporting on profitability of direct marketing campaigns and tests, studied trends and offered insights for future campaigns and tests.
  • Compiled regular reporting on member metrics and studied membership trends in areas such as pricing plans, tenure and service usage.
  •  Developed installation and registration statistics reporting, providing previously unseen insight into user behavior in the installation and registration process.
Vendor Management
  • Managed vendors providing creative design, Adobe Flash and digital asset development for installation and registration user experiences.

The Columbia House Company, New York, NY

Senior Analyst, Business Planning and Analysis1998 - 2000

Provided analytical and quantitative support in development and maintenance of Microsoft Access/Excel system used to forecast and track enrollments in the Music Club. Provided timely, accurate and thorough reporting of membership in the Music Club. Interfaced as necessary with other departments regarding their activities that carry potential to affect forecasts of the Music Club membership. Provided assistance to other departments in quantifying portions of the membership for use in their analyses and promotions. Prepared and distribute periodic quantitative analyses of mailing piece print quantities in an effort to assist management in controlling costs. Participated in ad-hoc reporting and analysis projects as determined by management.

Andersen Consulting, New York, NY

Analyst, Process Competency Group1997 - 1998

Participated in development of computer systems from initial design and analysis to quality assurance and production support for a variety of clients.

Professional Experience (Academic)

Carlow University, Pittsburgh, PA

Adjunct Instructor, School of Management2011 - Present

Responsible for content development and delivery of IT150: Information Technology I and IT242: Database Management Systems. IT150 is an accelerated introductory course focusing on the application of fundamental concepts of information technology and information systems toward sound managerial decision-making and improving personal productivity. IT242 is an accelerated course providing an overview of database management theory and practice and strategic database implementation. Course enrollees consist both of full-time and part-time students and both younger and older adult learners, all interested in fulfilling the demanding course requirements in a condensed timeframe. Both courses are delivered in classroom only and online only settings, as well as in a hybrid model consisting of both classroom sessions and online delivery of course subject matter. Course assignments consist of both team-based and independently-produced deliverables focused on the application of course subject matter to real-world scenarios.

Case Study Integration
  • Incorporated the use case of studies to expose students to course concepts applied in real-world settings and to provide opportunity to think critically about course subject matter.
Public Speaking Augmentation
  • Incorporated additional weekly activities and assignments focusing on honing public speaking and presentation skills, accompanied by Microsoft PowerPoint as a tool for conveying information.
Teamwork Augmentation
  • Incorporated additional weekly activities and assignments focusing on producing deliverables for the course as teams and small groups.
Rubric Introduction
  • Introduced rubrics for all course assignments and activities to improve clarity around student expectations and success criteria.
Active Learning Application
  • Routinely apply active learning methodologies whereby course lectures were delivered online and viewed asynchronously by students, with classroom time devoted to application and elaboration of the subject matter delivered in the online lectures.
Textbook Review, Editing and Adoption
  • Reviewed and analyzed multiple textbooks for potential use as companions to IT150.
  • Currently responsible for customizing, editing and refreshing the content for an open source textbook used to accompany IT150.

Education and Credentials

South University, Savannah, GA2010

Master of Science in Information Systems Technology (MSIST) with a concentration in Information Architecture

Hofstra University, Hempstead, NY1997

Master of Business Administration (MBA) in International Business

Indiana University of Pennsylvania, Indiana, PA1995

Bachelor of Arts (BA) in German for International Trade

Professional Training and Certifications

  • Support Your Leader, Skillport, 2012
  • Introduction to Program Management, Skillport, 2012
  • Certified ScrumMaster (CSM), Agile Alliance, 2011
  • Leading at a Higher Level Servant Leadership Immersion, Geneva College/The Ken Blanchard Companies, 2011
  • Project Management Professional (PMP), Project Management Institute (PMI), 2010
  • Agile Project Management, Global Knowledge, 2010
  • Project Management Ethics and Professional Knowledge, Skillport, 2009
  • Introduction to IT Project Management, Skillport, 2009
  • Managing Projects Within Organizations, Skillport, 2009

Technical Skills

  • Proficient in Microsoft Windows and Macintosh operating systems with exceptional technical aptitude and acumen
  • Expertise in Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and other widely-utilized business applications
  • Expertise in Microsoft Visio
  • Expertise in Microsoft Project
  • Experience with SQL and other query tools, such as BrioQuery, SPSS and SAS products
  • Experience with development and usage of relational databases and CRM software packages, such as e.Piphany/Infor and Unica Affinium
  • Experience with web and web 2.0 technologies including, but not limited to, HTML, JavaScript, jQuery and CSS
  • Experience with Adobe Creative Suite, including Adobe Dreamweaver
  • Experience with Microsoft Visual Studio
  • Experience with Axure, Balsamiq and other wireframing and prototyping tools
  • Experience with recording applications, including Camtasia Studio and Adobe Captivate
  • Experience with Blackboard and eCollege learning management systems
  • Experience with agile project management applications including TargetProcess, Telerik TeamPulse, Rally, LiquidPlanner and VersionOne
  • Experience with UserZoom remote usability testing