Experience

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  Custom type & design

  Oct 1987 - Aug 2000

  Owner/creative director

  Launched and successfully ran a communications and graphic design firm for 13 years.

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  American electric power / public service company of oklahoma

  Aug 2000 - Aug 2005

  Team leader, print services

  * Transformed print services to digital workflow system. Improved productivity and realized annual savings of $80K in labor and $275K in equipment costs.* Implemented wide-format signage production, resulting in 65% cost reduction.

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  Efi (electronics for imaging, inc.)

  Apr 2006 - Apr 2009

  Professional services implementation / business analyst

  Project management and consulting for MIS systems implementations including business analysis and process improvement, training, technical documentation• Managed multiple projects from start to finish. • Conducted discovery and defined business requirements for scope of work documents. Negotiated service delivery agreements, set project plan deliverables and milestones, developed schedule and coordinated resources to achieve project success.• Updated all training documentation for 9 integrated software modules. Presented client training onsite and remotely. Maintained SharePoint resource and collaboration sites. Show less

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  Hlp solutions

  Nov 2010 - Jun 2011

  Learning and development specialist

  Contract for Direct Energy project integrating multiple CIS systems into a consolidated platform.• Identified process changes, assessed training needs and developed training content.• Designed and built training content database to manage audience-specific content.• Delivered Train the Trainer and end user training, onsite and web-based.

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  Direct energy

  Nov 2011 - Dec 2019

  Provide project management, technical systems analysis, systems design and integration, business analysis, functional design, controls, strategic improvement.• Managed change projects, including business analysis and systems design, for key enhancements to customer relationship management and billing systems in the application portfolio supporting retail energy services business.• Analyzed processes, application functionality, and systems architecture in order to design future state conditions based on requirements. Documentation including project plan, statement of work, solutions and functional systems design, integration mapping, test plan, validation and acceptance criteria.• Facilitated development with onshore and offshore resource teams, including testing, implementation and issues resolution to establish stable business processes.• Effectively collaborated with operations, business champions, finance, PMO and other critical stakeholders on large enterprise level change projects, including key platform migrations, acquisition migrations, and new market entry launches.• Key IT resource on 3-year platform conversion project for Canadian commercial billing operations. Show less Oversee knowledge management, technical documentation, content design and development, training delivery, assessment, evaluation.• Managed training projects for large change initiatives with aggressive and overlapping timelines, including training environments and databases.• Implemented updated knowledgebase to support customer contact center and back office operations team processes.• Designed and built tools for increased productivity and consistent delivery including SharePoint sites, tracking tools, project planning templates, and facilitation templates. Show less

  • IS Applications Analyst / Systems Designer

    Jul 2014 - Dec 2019

  • Senior Knowledge Management Specialist / Learning & Development Specialist

    Nov 2011 - Jul 2014