Transformed business process in service request management to lower delays by 30%. 

Steered ERP project valued at more than $1M, successfully obtaining intellectual property of source code. 

Championed efforts to reduce digital press department cost by 50%. 

Negotiated agreements that generated $1M+ in savings including 20% savings on long-distance fees. 

Launched call center with multiple levels of escalations to enhance and expedite customer service. 

Surpassed objective of 80% of calls answered in <20 seconds with 80% of problems solved at first level. 

Diplomatically managed three collective agreements, union grievance, and arbitration. 

Captured substantial savings by converting provisioning strategy from centralized mode to mixed mode. 

Slashed expenses and reduced delays by streamlining purchasing process. 

Optimized onsite service delivery process to provide service within one day state-wide. 

Trained over 3,000 personnel and maintained satisfaction level of 90% from trainee feedback. 

Initiated ‘just-in-time’ software installation process which translated to $30K in annual savings.