SUMMARY

• Expert in strategic initiation, conceptual design and optimum delivery of technology solutions.
• Accomplished travel technology solution provider for Global 500 organizations which include American Express, Lufthansa, Amadeus, Sabre, Travel port, Hilton Worldwide, UBS, US Air Force and Cognizant.
• Scaled Agile Framework Program Consultant Agile Certifying Agent Agile Coach Agile ALM Tools Mentor Rally/Version One/Rational
• Over 8 years experience with proven Scaled Agile Framework Lean/SCRUM/XP and over 10 years experience with traditional PMBOK-based waterfall SDLC methods.
• Demonstrated ability to effectively communicate appropriate SDLC and program management methodologies for executives. Succinctly communicate change management via executive presentations, mentoring and classroom training. Certified to deliver the Leading Agile seminar for executive teams, SCRUM Master, Product Manager and Agile Release Train programs.
• Proven ability to deliver sophisticated business management programs on time, on budget, that exceeds quality expectations. Effective solution delivery by leveraging Lean, SAFe, Six Sigma, PMI methodologies and Kepner Tregroe leadership skills.
• Seasoned program manager who has led several travel technology initiatives delivering applications that leverage SOA and API's for GDS CRS solutions from Sabre, Amadeus, SilverRail, Hotel Guide and Travel port. Provided product management, development and delivery of solutions for American Express, Hilton Worldwide, Patheo and products white labeled for multiple travel consolidators, OTA's and airlines e.g. Consolidator Shopper.
• Over 20 years program management, contract management, business management and client service management experience across multiple verticals.
• Proven record of achieving high customer satisfaction, low cost of ownership and substantial return on investment.

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

• l Serve as an Agile Coach for Business and Technology teams mentoring them on the latest corporate Agile SDLC, Lean, Scrum/XP and SAFe frameworks .
• l Work with the corporate technology transition team to train, mentor and provide advice for a program that had five Scrum teams as well as portfolio and program management teams. Basically two agile release trains.
• l Point of contact for implementation guidance, training and coaching for over 100 team members who are migrating from Clarity Agile to Rally.
• l Certifying Agent for SAFe Scrum Master Product Owner certification courses exact courses offered by Rally .
• l Provided business analysis and project management business-case for international rail initiative.
• Quality Assurance Manager
• Report directly to CIO for corporate quality assurance initiatives
• Manage a team of Quality Assurance Analysts for PNC client in NY
• Direct responsibility for quality assurance of STLC process and software product delivery for eleven lines of business
• Responsible for oversight of an offshore quality assurance group

Confidential

Program Manager

• Provided program management for travel management solutions, SAAS, ITSM and support for Amadeus North American base of over 17,000 travel providers.
• Managed on-shore and off-shore software development and infrastructure projects that provided exceptional ROI for Lufthansa's US LPO Lufthansa Promotions Online and Amadeus' Consolidator Shopper solutions.
• Managed programs that provided world-renown fare management solutions that integrated with Amadeus, Sabre, World Span, Lufthansa, cruise line and hotel API's to accomplish North American marketing and customer retention strategies.
• Managed development of several OTA-facing B2B marketing and fare management solutions.
• Managed development and implementation of comprehensive systems that provide business intelligence about multiple types of travel inventory. Provided travel sellers GDS providers, OTA's, airlines and travel consolidators the ability to distribute different types of inventory through specific channels. These solutions help travel providers generate the highest possible yield on each reservation/booking.
• Two international airlines used our direct-connect fare distribution platforms to expand their client base. Fare management systems interfaced with multiple GDS and CRS systems to include hotel and car rental , as well as the airline's direct CRS to create full lifecycle transactions that provide exceptional ROI.
• Simultaneously managed multiple enterprise-level projects that delivered strategic analysis, solution roadmaps, product development, onshore and offshore team productivity, as well as data center infrastructure management ITSM with high levels of availability, privacy, security and PCI compliance.
• Facilitated Six Sigma, Lean, Agile and PMP teams.
• Responsible for direct strategic relationship management with senior product and marketing executives at Lufthansa US, Sabre and Amadeus North America.
• Company diversified into corporate training for India-based BPO's in 2010. Managed learning and development teams across a client base that included Cognizant and Genpact in multiple markets.

Confidential

IT Consultant

While participating in a Master's program, I provided senior-level IT service management consulting for five non-profit education organizations. Managed small teams to successfully plan, deploy and maintain Windows Small Business Server networks with associated servers and appliances housed in single racks with routing, SAN and security appliances. Teams managed an average of 25 desktops and their associated applications per location. Provided IT consulting and vendor coordination for the organization's management teams. Provided telecom solutions support for ISP, cabling, phone and PBX. Customized and implemented solutions for proprietary CRM financial systems like Shelby Systems. Coordinated teams to design and implement multimedia solutions for live productions, website projects, streamed webcasting CCTV security.

Confidential

Program Management

• Reported directly to VP Program Management Office, peer to VP Information Services and provided quarterly status to the CEO for select projects. Helped establish and coordinate a team of 11 PMI certified level professionals who had oversight for more than 120 internal and customer-facing software and IT-related solutions. Traditional waterfall and RUP Agile projects included industry integrated claims processing applications delivered via mixed media, including online portals, COTS, insurance corporate WAN's, remote wireless and customer LAN environments. Solutions had to meet or exceed financial industry standards for accuracy and security. Data center solutions had to provide high levels of data integrity, performance and secure availability. Acted as co-facilitator for senior executive business application development team and executive product development team for the project review board.
• Mitchell has now fully embraced SAFe methodologies the framework our teams were working toward.

Business Systems Sr. Technical Service Manager

Confidential

• Worked as part of the core management team for this SBU to increase sales and service revenues to over 300 growth in three years.
• Full 360 degree client technical solution responsibility.
• Established and maintained high frequency customer relationship management communication strategies for our high profile property and casualty customers including ABRA, Carstar, State Farm, American Family and Progressive Insurance.
• Responsible for various technical teams throughout our SDLC including strategic solutions analysis, maintenance development, quality assurance, software delivery design and value-added reseller management.
• Direct oversight of channel partner relationships with Ingram Micro, Compaq/HP, Fujitsu America and Dell VAR programs.
• Responsible for delivery of managed service solutions via online portals, voice-based centers, knowledge management, field services and technical support venues.
• Developed company-wide technology certification program with Service Strategies and Software Support Professionals Association TSIA . Helped achieve certification for over 700 service professionals.
• Managed programs to produce, deliver and service turnkey claims processing technology across a base of over 1500 North American-based facilities.
• Developed and implemented projects for large-scale collision repair facility consolidator's rollout of major technology initiatives across multiple metro areas. Deployed over 100 solutions in four months.
• Managed teams to design, develop and integrate multiple state-of-the-art customer relationship management solutions including online service offerings from 1998 onward. These solutions were a compilation of vendor-supplied and home grown client service, training and knowledge management systems.