CHANGE LEADER

The Tennessee Valley Authority is an agency in the U.S. Federal Government that is dedicated to bringing low-cost energy, environmental stewardship, and economic prosperity to the Tennessee Valley.
Senior Program Manager
• Spearheaded enterprise-wide KCS® implementation in ServiceNow, achieving 85% adoption across IT teams, resulting in 40% faster resolution times and 35% improvement in first-contact resolution
• Crafted and sustained knowledge bases (10,000+ articles) in ServiceNow with 95% availability and 4.5/5 user satisfaction, while reducing search time by 60% and duplicate tickets by 25%
• Established quality framework delivering 92% knowledge accuracy and 88% findability scores, with quarterly updates maintaining 95% compliance rate
• Empowered 200+ staff members (95% certification rate) through 50+ sessions, achieving 90% satisfaction rate
• Developed automated reporting infrastructure with 20+ dashboards (98% accuracy), reducing reporting effort by 80% and improving strategic decision-making efficiency by 35%
• Formulated and executed KCS® roadmap delivering 90% of initiatives on schedule, implementing 100+ process improvements leading to 25% increase in service quality
• Partnered cross-functionally to achieve 30% improvement in resolution rates and 40% reduction in escalations
• Orchestrated continuous improvement initiatives generating $500K annual cost savings through 45% productivity gain and 75% reduction in reporting time
• Sustained 99% documentation currency across 1,500+ process documents while achieving 95% role fulfillment rate and 85% performance targets
IT Project Manager
• Guided 6-person cross-functional team implementing $65M enterprise content management software project (OpenText), achieving 98% user satisfaction rate and 30% reduction in system-related support tickets across 10,000+ end users
• Instituted enterprise-wide best practices framework resulting in 40% improved project delivery consistency across 25+ concurrent projects
• Authored comprehensive 50-page change management playbook adopted by 15+ directors, leading to 25% faster change implementation across departments
• Supervised Vault and Cleanup track delivering 100% of milestones on schedule, processing 2M+ documents while maintaining 99.9% system availability
• Orchestrated valley-wide training program reaching 3,000+ employees with 95% completion rate and 90% positive feedback
• Accelerated project timeline by 28% through effective resource negotiation and optimization across 4 departments
• Enhanced cross-functional communication efficiency by 35% through standardized protocols reaching 500+ stakeholders
• Headed 12 continuous improvement initiatives generating $800K annual savings through process automation and optimization
• Unified IT-business communication gap by creating 20+ process maps and technical guides, reducing requirement clarification cycles by 45%
• Developed and implemented change management strategy resulting in 90% employee buy-in across 3 major organizational transitions
• Documented 35+ best practices and lessons learned, achieving 50% faster onboarding for new project team members and 30% reduction in common project pitfalls

The Chattanooga Times Free Press has served its community for a century and a half, since 1869 when the Chattanooga Daily Times was created. Today the paper reaches the largest audience of any media outlet in the Chattanooga region and serves readers in Southeast Tennessee, Northwest Georgia and Northeast Alabama.
• Cultivated and managed social media presence across 31 Facebook pages (2.1M total followers), 4 Twitter accounts (780K combined followers), and LinkedIn (125K followers), achieving 47% average engagement rate increase over 18 months
• Facilitated 12 social media training sessions for 45+ newsroom staff, resulting in 85% increase in reporter-generated social content and 63% improvement in engagement metrics
• Produced 200+ reporter-generated videos (averaging 15K views each) and 150+ audio segments (25K average monthly downloads) over 2 years
• Composed 300+ breaking news articles with 92% published within 30 minutes of news events, averaging 50K monthly page views per article
• Handled 1,000+ reporter articles in CMS annually, with 40% featuring embedded multimedia content, leading to 28% increase in average time on page
• Mentored 25 reporters in multimedia editing through 8 workshops, resulting in 90% of staff capable of basic audio/video editing and 70% reduction in post-production bottlenecks