2014 - ASSOCIATION OF SUPPORT PROFESSIONALS TOP 10 SUPPORT SITES AWARD
2011 - 2014 - MANAGED IBM ELECTRONIC SUPPORT'S SOCIAL CHANNELS
2013 - COMPLETE REDESIGN OF IBM'S SUPPORT PORTAL SITE
CIO Marketing and Education lead on this project to completely rebuild IBM's Support website based on carefully measured global client feedback. Project took over a year to complete. See current design at ibm.com/support.
2011, 2012, 2013 - NEW IBM ELECTRONIC SUPPORT EDUCATION SITE
In 2011, my marketing team worked with IBM.com development to implement an education/marketing site that explained and linked to the numerous self-help tools and sites that IBM had built for its clients. In 2012, we worked with an IBM graphic designer to break the original 4 page site into a cleaner site that organized all the IBM support tools by tasks, plus added social channel feeds. In 2013, we rebuilt the home page of the site with a new "Getting Started with IBM Support" checklist and updated all the tool descriptions and links. Visit the current site here: ibm.com/electronicsupport
2010 - DEPLOYMENT OF NEW IBM SUPPORT PORTAL
Managed a 1 year project to redeploy all 150 Rational Software products to a new ibm.com web portal architecture. Coordinated the efforts of IBM’s global support teams, ensuring Rational was one of the first IBM brands on this new design. See current design at ibm.com/support.
2010 - ASSOCIATION OF SUPPORT PROFESSIONALS TOP 10 SUPPORT SITES AWARD
Rational Software brand lead on the IBM application team that won the coveted“Top 10 Support Sites for 2010” award from the Association of Support Professionals for that year's design of ibm.com/support. Complete details at asponline.com/awards.html.
2005 to 2008 - RATIONAL SUPPORT EGUIDE CD
Architected and coordinated manufacture of the “Rational Support eGuide” – a mini-CD with a self-contained website plus IBM Support tool downloads. This mini-CD was designed as client handout that was small enough to fit in a pocket, but contained links to all the important IBM Support sites and tools that a client could need - all in one very easy-to-use place. An average of 4,000 CDs were produced annually for conferences and client site visits. The homepage of this CD lives on at jazz.net/help/support/ and is updated regularly.
Based on website user interface best practices, my team redesigned the Rational Support site to be much more intuitive, resulting in a significant increase in customer satisfaction. Later, I used the lessons from this project to develop the simple user interface of our Rational Support eGuide. Some of the design elements live on at jazz.net/help/support/
2007 to Present - STATE DOMESTIC EVENTS
REMAINING MILITARY ACCOMPLISHMENTS AVAILABLE ON RESUME / BY REQUEST.