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Experience
College of American Pathologists (CAP)
Information Technology
Senior Director, IS Delivery
5/2023 - 9/2025
Leading not-for-profit organization of board-certified pathologists advocating excellence in pathology and laboratory medicine through pathology membership, proficiency testing products/services and laboratory accreditation services ($250M revenue) Senior Director, IS Delivery 05/2023 – 09/2025 Lead strategic planning and execution for IS delivery functions aligned with enterprise mission and operational priorities.
• Full lifecycle leadership of enterprise applications, PMO (project/portfolio/program), and systems/technical architecture focusing on advancing pathologists and improving patient quality care.
• Manage vendor partnerships and offshore delivery to optimize system performance and reduce technical debt improving member/customer experience and reducing IS spend.
• Directed major business and IT programs while managing multi-million dollars annual budgets to allow both strategic and operational advances.
• Guided and developed senior leaders across delivery functions and across non IS functions representing IS Delivery on Information Technology Leadership Commitee and Enterprise governance forums.
• Restored critical customer-facing transactional system for laboratory proficiency testing and accreditation within 24 hours of assuming leadership on Day 7 of cybersecurity outage allowing external systems to be available to members/customers.
• Accelerated full portfolio recovery and increased system uptime from ~55% to >95%, strengthening business continuity and c
• Full lifecycle leadership of enterprise applications, PMO (project/portfolio/program), and systems/technical architecture focusing on advancing pathologists and improving patient quality care.
• Manage vendor partnerships and offshore delivery to optimize system performance and reduce technical debt improving member/customer experience and reducing IS spend.
• Directed major business and IT programs while managing multi-million dollars annual budgets to allow both strategic and operational advances.
• Guided and developed senior leaders across delivery functions and across non IS functions representing IS Delivery on Information Technology Leadership Commitee and Enterprise governance forums.
• Restored critical customer-facing transactional system for laboratory proficiency testing and accreditation within 24 hours of assuming leadership on Day 7 of cybersecurity outage allowing external systems to be available to members/customers.
• Accelerated full portfolio recovery and increased system uptime from ~55% to >95%, strengthening business continuity and c
College of American Pathologists (CAP)
Information Technology
Senior Director, Enterprise Member & Customer Technology
1/2021 - 5/2023
Established strategy and execution of member- and customer-facing technology platforms, including digital engagement and service applications. Managed strategic vendor relationships and guided managed service and delivery offshore development teams to ensure aligned, scalable delivery. Led initiatives aimed at improving external customer satisfaction and enhancing operational resilience across mission-critical systems.
• Spearheaded launch of CAP's first mobile application on iOS and Android, expanding engagement among "new in practice" pathologists and positioning membership team to grow membership levels for this critical segment.
• Surpassed benchmarks for downloads and repeat usage, with member surveys confirming high satisfaction and validating CAP's digital engagement strategy.
• Influenced strategic roadmap by prioritizing customer- and member-facing applications as well as high-risk legacy systems that posed barriers to progress allowing voice of the customer to play a stronger role in portfolio mix.
• Spearheaded launch of CAP's first mobile application on iOS and Android, expanding engagement among "new in practice" pathologists and positioning membership team to grow membership levels for this critical segment.
• Surpassed benchmarks for downloads and repeat usage, with member surveys confirming high satisfaction and validating CAP's digital engagement strategy.
• Influenced strategic roadmap by prioritizing customer- and member-facing applications as well as high-risk legacy systems that posed barriers to progress allowing voice of the customer to play a stronger role in portfolio mix.
College of American Pathologists (CAP)
Information Technology
Director, Enterprise Member & Customer Technology
1/2019 - 1/2021
Directed application development and support for member-facing digital services, ensuring alignment with evolving healthcare stakeholder needs. Collaborated with executive leadership and Board of Directors to drive execution of digital initiatives supporting organizational growth and public health impact.
● • Championed and led a cultural shift from commodity development to value creation—positioning technology as a strategic enabler that enhanced platform interoperability, accelerated delivery of enterprise initiatives, and strengthened stakeholder confidence and satisfaction.
• Modernized CAP's digital platforms for accreditation, proficiency testing, and member education by delivering workflow automation, inspector collaboration tools, enhanced PT dashboards with LIS/EHR integration, and upgraded learning management systems advancing CAP mission, improving patient care outcomes and strengthening market leadership.
• Increased task completion rates, reduced accreditation turnaround times, lowered PT error rates, and improved member satisfaction through stronger digital engagement and service efficiency advancing customer/member trust, organizational compliance and patient care outcomes.
● • Championed and led a cultural shift from commodity development to value creation—positioning technology as a strategic enabler that enhanced platform interoperability, accelerated delivery of enterprise initiatives, and strengthened stakeholder confidence and satisfaction.
• Modernized CAP's digital platforms for accreditation, proficiency testing, and member education by delivering workflow automation, inspector collaboration tools, enhanced PT dashboards with LIS/EHR integration, and upgraded learning management systems advancing CAP mission, improving patient care outcomes and strengthening market leadership.
• Increased task completion rates, reduced accreditation turnaround times, lowered PT error rates, and improved member satisfaction through stronger digital engagement and service efficiency advancing customer/member trust, organizational compliance and patient care outcomes.
College of American Pathologists (CAP)
Marketing
Director, Executive Ops (Chief Customer & Marketing Officer
7/2016 - 1/2019
Directed initiatives and strategic programs for Chief Customer & Marketing Officer, aligning IS, sales, marketing, communications, digital innovation, social media and operations to accelerate enterprise priorities. Partnered with executives, Board of Governors, and cross-functional teams to improve organizational performance, strengthen business–technology integration, and ensure continuity during leadership transitions.
• Digitized and published CAP's first Annual Report, modernizing communications and increasing organizational visibility.
• Lead capability assessments that allowed restructured leadership roles, elevating team capacity and executive alignment.
• Improved execution by embedding process controls, integrating stronger business voice into IS planning, and ensuring delivery of enterprise goals.
• Stepped into leadership gaps during transitions, maintaining mission-critical functions and organizational momentum.
• Digitized and published CAP's first Annual Report, modernizing communications and increasing organizational visibility.
• Lead capability assessments that allowed restructured leadership roles, elevating team capacity and executive alignment.
• Improved execution by embedding process controls, integrating stronger business voice into IS planning, and ensuring delivery of enterprise goals.
• Stepped into leadership gaps during transitions, maintaining mission-critical functions and organizational momentum.
College of American Pathologists (CAP)
Information Technology
Director, IS
4/2013 - 7/2016
Skills: Software Development Life Cycle (SDLC) · Web Analytics · Budget Management · Customer Relationship Management (CRM) · Thought Leadership · Project Management Office (PMO) · Technical Leadership · Financial Reporting · Infrastructure as a Service (IaaS) · Contact Centers · Agile Project Management · Mobile Applications · Cloud Applications · Staff Development · Enterprise Resource Planning (ERP) · Technology Roadmapping · Oracle E-Business Suite · Cross-functional Team Leadership · Web Application Development · Resource Planning · Leadership Development · Regulatory Compliance · Key Performance Indicators · Information Technology
College of American Pathologists (CAP)
Information Technology
Senior Manager, EPMO
1/2012 - 4/2013
Skills: Software Development Life Cycle (SDLC) · Business Process Improvement · Business Acumen · Web Analytics · Budget Management · Customer Relationship Management (CRM) · Thought Leadership · Project Management Office (PMO) · Technical Leadership · Financial Reporting · Infrastructure as a Service (IaaS) · Contact Centers · Agile Project Management · Mobile Applications · Enterprise Resource Planning (ERP) · Oracle E-Business Suite · Web Application Development · Resource Planning · Leadership Development · Regulatory Compliance · Information Technology
College of American Pathologists (CAP)
Information Technology
Project Manager III, EPMO
4/2011 - 12/2011
Skills: Business Process Improvement · Web Analytics · Budget Management · Customer Relationship Management (CRM) · Thought Leadership · Project Management Office (PMO) · Technical Leadership · Financial Reporting · Infrastructure as a Service (IaaS) · Contact Centers · Agile Project Management · Mobile Applications · Enterprise Resource Planning (ERP) · Oracle E-Business Suite · Cross-functional Team Leadership · Web Application Development · Resource Planning · Regulatory Compliance · Information Technology · Customer Experience
College of American Pathologists (CAP)
Information Technology
Project Manager, Systems Development
4/2008 - 4/2010
Skills: Software Development Life Cycle (SDLC) · Budget Management · Customer Relationship Management (CRM) · Technical Leadership · Financial Reporting · Infrastructure as a Service (IaaS) · Contact Centers · Mobile Applications · Enterprise Resource Planning (ERP) · Oracle E-Business Suite · Cross-functional Team Leadership · Web Application Development · Project Management · Resource Planning · Regulatory Compliance · Information Technology · Business Strategy
eLoyalty Corporation
Information Technology
Principal Consultant
1/2008 - 3/2008
Defined architecture requirements and functional scope to enable scalable, future-ready solutions aligned with business objectives
Identified and synthesized complex process needs, resulting in actionable insights that informed enterprise process improvement initiatives
Translated process requirements into clear business and capability requirements, directly driving technical design and solution delivery
Validated functional design solutions to ensure alignment with business goals and user needs, reducing rework and enhancing implementation success
Developed end-to-end process architecture, including process maps, swimlane diagrams, and input/output models, improving cross-functional clarity and operational consistency
Created and executed a Process Implementation Roadmap that accelerated adoption and delivered measurable efficiency gains
Identified and synthesized complex process needs, resulting in actionable insights that informed enterprise process improvement initiatives
Translated process requirements into clear business and capability requirements, directly driving technical design and solution delivery
Validated functional design solutions to ensure alignment with business goals and user needs, reducing rework and enhancing implementation success
Developed end-to-end process architecture, including process maps, swimlane diagrams, and input/output models, improving cross-functional clarity and operational consistency
Created and executed a Process Implementation Roadmap that accelerated adoption and delivered measurable efficiency gains
eLoyalty Corporation
Operations
Director of Operations
3/2006 - 12/2007
Integrated enterprise-wide operations with process and system solutions, streamlining workflows and enhancing cross-functional efficiency
Acted as the primary functional liaison between user groups (back-office and field) and Enterprise Application (IT) teams, ensuring alignment of system solutions with operational needs and improving user adoption
Led system enhancements, integrations, and upgrades across the enterprise application ecosystem, resulting in improved performance, data integrity, and operational scalability
Partnered with end users to map processes and develop reporting solutions, directly improving daily operational visibility, accuracy, and decision-making
Delivered hands-on leadership in functional design, test planning, execution, and project management of high-impact business solutions, ensuring on-time, on-scope, and on-budget delivery
Managed all aspects of the SOX 404 Compliance initiative, including process documentation, risk/control design, compliance testing, and executive reporting—culminating in successful audit outcomes and measurable improvements in control effectiveness and business process resilience
Acted as the primary functional liaison between user groups (back-office and field) and Enterprise Application (IT) teams, ensuring alignment of system solutions with operational needs and improving user adoption
Led system enhancements, integrations, and upgrades across the enterprise application ecosystem, resulting in improved performance, data integrity, and operational scalability
Partnered with end users to map processes and develop reporting solutions, directly improving daily operational visibility, accuracy, and decision-making
Delivered hands-on leadership in functional design, test planning, execution, and project management of high-impact business solutions, ensuring on-time, on-scope, and on-budget delivery
Managed all aspects of the SOX 404 Compliance initiative, including process documentation, risk/control design, compliance testing, and executive reporting—culminating in successful audit outcomes and measurable improvements in control effectiveness and business process resilience