Fostered collaboration and efficiency while managing large-scale document infrastructure

Aligned operations with strategic goals, ensuring alignment with architecture, security and compliance
Managed infrastructure for 150M+ documents across five unique tenants
Created a knowledge base to streamline onboarding, operations, and troubleshooting
Set up helpdesk to streamline emailed requests into daily operations, which also provided access to the knowledge base
Coordinated work with enterprise release calendars and change protocols
Provided technical and domain-specific coaching to enhance team and customer expertise
Applied reliability-by-design for dependable and scalable systems
Impact: Improved consistency, scalability, as well as stakeholder knowledge and collaboration

Managing complexity across five tenants with unique processes and stakeholders
Ensuring alignment with strict security, compliance, and change management policies
Maintaining service quality and operational efficiency in a fast-paced environment

Atlassian Jira
- Service Provider Jira
- Customer Jira
Microsoft SharePoint
Microsoft Office
- Word (used for project and change management documentation templating)
- Excel (used for implementation plans during releases)

Case Study 4: Project Delivery in Complex Environments