• Led the successful user adoption of Centric Product Lifecycle Management (PLM) to all 4 brands in Gap Inc by providing post-deployment white glove support during critical business milestones; creating SOP and business process documents specific to each brand; partnering with Product Management, Engineering, and Change Management teams to share insights taken from user issues and feedback
• As point of contact for end users, leveraged subject matter expertise and business process knowledge in Centric PLM, Enovia PLM, Bamboo Rose Global Sourcing and Supply Chain sourcing applications to diagnose and resolve customer issues about data accuracy, systems integrations, and systems flows. Resolved 90% of issues on first contact, enhancing client satisfaction.
• Engaged with business stakeholders to provide consultative support on business needs, strategies, and changes; on outage alignment and planning.

• Led Engineering support team for Gap Inc.'s inventory management applications, achieving a 98% issue resolution rate within SLA parameters.
• Led the conversion of 60% of Gap Inc.'s mainframe applications to the Clerity platform. Developed and executed testing plans, coordinating efforts across multiple teams ensuring 100% adherence to project timelines.
• Defined acceptance criteria and managed dependencies for a Supply Chain Management project, facilitating coordinated development efforts across multiple teams.
• Managed small enhancements and defect prioritization, collaborating with Product Managers and SMEs to deliver 100% of enhancements on time and within scope.

• Maintained and supported Safeway Inc.'s warehousing and supply chain applications, ensuring 99% system uptime and reliability.
• Analyzed and resolved incidents within SLA, following structured escalation procedures.