SUMMARY:

• Asking the right questions to identify the needs of the users and team members, and communicating those needs to all members of a project team.
• Articulating the full context of a product or solution into financial, marketing, technical, sales and customer perspectives
• Understanding the financial impact of projects, creating a business case, and optimizing the impact to the bottom line.
• Defining a realistic project plan and budget, and managing the project through to successful completion.
• Writing documentation that captures the requirements of the various stakeholders a product, solution, or project.
• Developing and delivering training, internal project reports and business case updates, and giving customer presentations and demonstrations.
• My experience includes product management, solution and product design, business analyst, project management, sales and marketing support, and quality assurance. Most of that work was spent in various roles in software product development. My focus in every position has always been on the customers and end users, while balancing their needs with the financial commitments and business strategy. I enjoy the challenges of correctly identifying the business problem or user story, designing a solution for it, and getting it delivered.
• My strengths include an ability to articulate, evaluate, and prioritize business requirements from the perspective of the users; identify and define solution and interface specifications between multiple systems; and work on the project team to move the solution from concept to market. I am comfortable in the role of subject matter expert for a solution or product, and communicating with and between the various stakeholder teams - customers, development, marketing, support, and leadership. There are almost always conflicting or intertwined problems, and arriving at the overall optimum solution is something I strive for. I have extensive experience facilitating the team conversations to reach a consensus, but also know how to make a decision and conclude the debates when that is what is needed. The projects were managed with both waterfall and, for the last 6 years while I was the product owner and product manager, Agile methodologies. I have been trained as a Scrum master, and been both a member and a leader of daily Scrums.
• I am comfortable producing and delivering presentations to various audiences - customers, executives, internal teams, and industry seminars and conferences. With respect to tools I am very experienced with the Microsoft Office Suite, and I have used Rally and MS Project.
• I taught graduate-level courses at the University of Denver in business communications and systems analysis, and have delivered product training to sales teams and customers.

PROFESSIONAL EXPERIENCE:

Business Analyst/Project Manager

Confidential

Responsibilities:

• Created and was responsible for the tracking and associated reports for the end-user device deployment project, which placed and initialized (as needed) 3000+ units in less than 2 months.
• Assisted with location identification and validation for power, data connectivity, and physical arrangements of devices.
• Gathered system and user requirements for access to, and retention of, data from legacy systems, including medical records and accounting and finance systems. Served as Product Owner for new development efforts to replace specific functionality of legacy systems.
• Created the tracking tool for the retirement of applications replaced by Epic, and conducted contract reviews, data retention or migration requirements definition, and financial impact evaluation.
• Gathered user data and feedback to ensure that systems were not shut down while still required for groups to do their work.

Pre-Sales Engineer/Contact Center Specialist

Confidential

Responsibilities:

• Supported the sales team with technical product presentations, demonstrations, and RFP technical responses on several large-scale, multisite projects.
• Worked with the customers’ technical and management teams to define their business needs and functional requirements.
• Selected the optimal solution to address those needs - products, integration methods, and software/administration options.
• Produced contact center designs for large (million-dollar plus), complex, multisite customers, including US Foods and Envision Healthcare. Produced customer self-service/IVR designs ( Confidential, Verint) for new systems, upgrades, and enhancements. Provided implementation support and system administration.
• Managed bids and quotes from business partners, and costs and pricing from internal teams for support and custom developments.

Quality Engineer

Confidential

Responsibilities:

• Wrote and executed test plans using multiple Confidential products in customer-defined solutions and configurations.
• Tested full contact center configurations included SIP, remote call center agents, call routing, reporting and management, and network monitoring and troubleshooting platforms. Many systems were installed and run in VMWare.
• Reviewed product requirements to ensure testability, and review product documentation for completeness, accuracy, and consistency.
• Isolated and documented the causes of specific test case failures using troubleshooting and administrative tools.
• Confirmed that defects were corrected by executing failed test cases against the updated software releases. Ran regression test plans to ensure that the fixes did not introduce new defects.

Product Manager/Product Owner

Confidential

Responsibilities:

• Oversaw the introduction of a new product, and two additional releases, into the market.
• Grew revenues to $8M by the second year of availability, along with a 50% improvement in product quality.
• Met the unit, revenue, and margin goals I established in the business case each full year the product was available.
• Corrected the price model for the product to better match customer expectations and competitors. The model established by my predecessors was not suited to the product and positioning by the time it was introduced.
• Maintained and documented the product roadmap and feature backlog, in coordination with inter-dependent products in the suite. Validated the backlog and roadmap with stakeholder teams - customers, development, support, marketing, et al.
• Delivered quarterly status reports to the executive team on the product business case results and development project status.

Product Designer/Business Analyst

Confidential

Responsibilities:

• Wrote several Product Requirements Documents for both specific products and features and large (>$10M) multi-platform projects.
• The Product Requirements Documents captured the functional requirements from multiple stakeholders (customers, support teams, development, marketing, etc) in a complete definition of what the end product(s) would provide, and how.
• Produced requirements for self-service/IVR feature integration with new Call Center features, API enhancements, and integrated reporting.
• Provided sizing and staffing estimates for the development team resources that would be needed for projects, and the initial timeline for project completion.
• Established and moderated the Reporting Customer Advisory Panel to address a lack of timely and ongoing customer feedback during the development cycle. This was a group of over 50 customers that met regularly to provide input and validation for new features, requirements, and marketing and packaging.
• Served as the Integration Manager on four different Core Teams. The Core Team was responsible for the overall software delivery lifecycle, from concept through market availability. We handled the project management (content, schedule, staffing, budget, support systems, etc.), executive reviews, and product trials, introduction, and availability.
• Wrote User Stories for projects that were managed using Agile methods, and participated in Scrum teams for those projects.
• Trained and certified by Rally as a Scrum Master.