Most recently, at Emory University, Karen was responsible for building a new department to tackle the strategic areas of customer relations, service management, business continuity, and marketing and communications. The IT Service Management Office was formed as part of a large reorganization to directly address key improvement areas identified by stakeholders throughout the university and healthcare organizations. Key focus areas were the development and implementation of a campus-wide ITIL program, comprehensive marketing and communications for the entire IT division, and the creation of a new role to align IT with the business needs of the University: Business Relationship Manager. This three transformation involved leading and motivating an organization to achieve a sustained culture change.
She joined Emory University in May 2003. Karen received her B.S. degree in Computer Science in 1986 from the University of Mary Washington.