SUMMARY:

• I’m a Sr. Release Manager with a background of an Agile Program Manager consisting of over ten years experience in successfully working directly with external and internal customers, releasing mobile apps, web services
• SaaS, and analytics software; managing staff; driving solutions and development of cutting edge products and services. My clients include enterprise, telecoms, al institutions
• I have successfully created and led Release Management Programs, Escalations Programs, as well as managed DevOps, Application Support, Global Service Desk and Sustaining Engineering teams.

TECHNICAL SKILLS:

• Management, Program Management, Agile Methodologies
• Scrum, Requirements Analysis, Process Improvement
• Strategic Planning, Change Management, Release Management
• Cross - functional Team Leadership, Leadership, Team Leadership
• Customer Relations, Vendor Management, Customer Service
• Staff Management, Professional Services, Enterprise Software
• SaaS, Web Services, Mobile Applications, Mobile Technology
• Cloud Computing, Cloud Technologies, Virtualization, Servers basic Network Configurations, AWS (basic usage and configuration)
• OneDrive, iCloud, Windows 10, Windows 7, Apple, Microsoft Office 365
• Microsoft Project, Agile, analytics, widgets, Web, iOS, Android, Atlassian
• Jira, Salesforce, Confluence, Orion, BigIP (basic administration)
• ServiceNow, Bugzilla, intermediate usage and configuration
• Apache and IIS, Windows, Linux, Mac, iPhone, tablets

PROFESSIONAL EXPERIENCE:

Confidential, Beaverton, OR

Sr. Release Manager

Responsibilities:

• Created new framework for Digital Technology Beta Mobile Applications deployment process. It has been specifically designed to address challenges associated with multiple Beta and Go Live deployments. It was timely and successfully implemented during company’s key product launches in June and July of 2016, which were then featued in Apple’s promoted sections on iTunes.
• Schedule, coordinate, manage Confidential + & Foundation SaaS deployments, and Confidential + SNKRS & Confidential Golf Mobile Apps releases across cross - functional teams and geographies for multiple applications and on disparate platforms, which continue to result in timely and predictable deployments and minimize conflicts due to other changes across the Technology. As an additional bonus of working close with a product team, I have successfully migrated a night-time release to a day-time, after 2-years of previous attempts by my predecessor to do so.
• Own intake, prioritization, release timing, demand and capacity, which produced releases that meet business expectations. This resulted in many successful high-visibility and time-sensitive launches maximizing market exposure and user uptake.
• Ensuring that all upstream changes are visible to and approved as required, which resulted in deliverables that protected the company’s interests and met scheduled deadlines.
• Own go/no-go and rollback decision meetings with release stakeholders. Results consist of improved quality of deployed services and significant reduction in occurrences of rollbacks.
• Publishing of mobile apps and SaaS services key metrics on the effectiveness of Change & Release Management, resulting in ongoing refinement and improvements to the quality of the deployments. Results consist of faster and more agile deployments of mobile apps and services.
• Providing solid communications up and downstream, which empower the decision-makers across the organization, and keep the business stakeholders informed on status and progress. Results consist of expedited deliveries of products and services to the consumers.
• Ownership and execution of critical off-cycle and hot fix deployments. Results include fast resolution of issues before customers report them or before impact to consumers/revenue becomes significant.
• Co-piloting related releases or ones with dependencies such as infrastructure, or API middle tier deployments This resulted in cross- which reduces cost of operating release management team.
• Drive post-deployment activities such as AARs and retrospectives in order to continue improving quality of releases and process improvements. Results include implementation of refined testing, coordination between teams and avoidance of repeated mistakes, which in turn reduces cost and provides consumers with a more solid and reliable products and services.

Confidential, Seattle, WA

DevOps Manager

Responsibilities:

• Took ownership of and refined the Release Management program resulting in more thorough approval process of release readiness, much clearer communications between engineering and stakeholders, significant reduction of deployment durations and substantially increased stability in production.
• Initiated the migration to Atlassian suite of products and applicable add-ons (Bamboo, BitBucket, etc), replacing ServiceNow for ticketing and majority of TFS implementation for build engineering. Project was successfully implemented by DevOps engineer on my team.
• Initiated and led company-wide technology refresh program. Project handed over to and successfully completed by Service Desk team.
• Initiated and led Windows 10 migration pilot program. Project handed over to and successfully completed by Service Desk Lead.
• Corroborated with 3rd party vendors on new features for services implemented at Confidential . Much needed functionality was implemented in subsequent update to Jira Service Desk and utilized by the department.
• Drove establishment of reliable and repe Confidential ble processes along with applicable automation for the DevOps and Build Engineering team, resulting in going from monthly to bi-weekly releases, multiple simultaneous deployments of services, at the same time drastically improving production environment stability. Additionally, groundwork was established leading to department-wide build & deployment migration from Microsoft to open stack architecture.
• Established a solid program for Tier-3 Application Support within the same team, which resulted in a well-managed and streamed process of collaborating with development and stakeholders on expediting resolutions to problems and deployment of new features and enhancements.
• Established new metrics collecting and reporting; implemented these into individuals’ and teams’ goals. As a result, the team became more efficient in day to day activities, and properly staffed for taking on additional projects, pilot programs, and cross-departmental engagements.
• Established Escalation Management program resulting in prompt resolution to customer-impacting issues and production outages
• Owned relationships and actively engaged 3rd party vendors such as Microsoft, Dell, Apple, AWS, and various consulting firms and staffing agencies in expediting migration projects, technology upgrades and team expansion while securing best support and reducing cost wherever possible.
• Took over Global Service Desk, refined procedures and expanded role of the team by engaging it in projects across the IT organization
• Implemented new ticketing system: Service Desk for Jira and established applicable SLA's
• Enabled the Service Desk team to form a successful relationship with DevOps and other Infrastructure teams
• Led and engaged Service Desk team on various Infrastructure projects, such as migration to Office365, Tegile deployment, network hardware refresh, and move to the cloud storage (OneDrive and Box)
• Established effective cross- and on-call programs
• Consolidated various services such as monitoring and ticket management systems resulting in tens of thousands of savings annually

Confidential, Seattle, WA

Program Manager

Responsibilities:

• Release Manager - successfully refined procedures along with various aspects of product releases for on-time deployments, and as a result increased Confidential ’s thriving business
• Incident Manager - effectively assessed, troubleshot, prioritized, communicated, and expedited resolutions to business impacting production issues with focus on SLAs, brand preservation and elimination of customer impact. As a result, no SLA has ever been breached and no significant revenue impact has ever been reported.
• Authored technical specifications; led stand-ups, sprint planning, sprint retrospectives, calendar meetings, go/no-go meetings, demos, weekly and monthly onsite face-to-face customer meetings, and documentation along with applicable metrics, which resulted in Confidential launches of time-sensitive services and applications, therefore increasing revenue and subscriber base as reported in monthly metrics
• Drove technical solutions consisting of new features and maintenance deliverables of Confidential MobileLife web service, MobileLife and BonusApps widgets used daily by millions on Android, iOS, RIM and Windows devices (HTC, Samsung, iPhone, Nokia, LG, Google, BlackBerry) resulting in Confidential 's first-to-market one-stop-shop service on any device or computer, anywhere in the country.
• Managed evolution of Medio’s Search and Recommendations services integrated into Confidential ’s Mall and MobileLife web and widget products resulting in truly personalized recommendations, culminating in increased revenue and customer retention
• Managed Medio’s analytics service products that provide the user with personalized recommendations for mobile applications, news feeds, and other types of media resulting in significantly relevant content and significantly increased advantage over the competition

Confidential, Seattle, WA

Sustaining Engineering Manager

Responsibilities:

• Identified an opportunity and created a program for “sustaining engineering” and release management with a team of ten off-shore engineers, striking a balance between cost and profit. Results consisted of contract renewals over competition and customer retention.
• Provided regularly scheduled coaching (1:1) sessions with the goal of providing direction, avenues for personal growth and constructive feedback. As a result, the team grew professionally by exploring new skills and techniques, contributing to more agile and expedited deliveries of critical fixes along with customized functionalities. This enabled our customers to clearly see the value of products and services rendered, enabling them to renew their annual contracts.
• Facilitated conversion and retention of the Sustaining Engineering talent. This resulted in acquisition of staff that was well-versed and efficient in RealNetwork’s technology. Additionally, as part of professional growth I enabled most of the members to eventually migrate to new product development, where they quickly adapted and became productive in their new roles.
• Created and regularly produced metrics d Confidential indicating product trends, detailed down to cost per product, release, feature, bug, customer, and per resource. Recognized by management as significant contributor to profitability and expense control.
• Produced revenue of $7-10 million annually in upgrades, service renewals and new business
• Authored specifications for Enterprise Player, augmenting existing functionality and adding new features. Annual renewals and sales of this product yielded between $600,000 and $800,000.
• Maintained partner relationships with software companies. Contributed to legal negotiations, pricing, roadmap development, beta testing, and deliveries of new and rebooted products to the public. Successes include launching of a new Helix server and encoding platform.
• Reduced human error by automating and documenting release management process on Linux platform. New process allowed for expedited delivery of requirements to Operations, facilitated emergency or unexpected product releases.
• Collaborated with marketing on launch of new flagship product suite. Authored and critiqued white papers and d Confidential sheets. Staged all of the deliverables and collateral resulting in successful launch on announced date.