SUMMARY:

Senior program manager, project manager, business analyst. Proven professional with over twenty years’ experience delivering solutions in software products & services, telecommunications, manufacturing, and aerospace. Over ten years’ experience as a business consultant in the technology sector.

EXPERIENCE:

Confidential

Program Manager

Responsibilities:

• Manage, negotiate, and administrate B2B licensing agreements for automotive - related deals to support development of the Forza Motorsport title releases.

Confidential

Program Manager

Responsibilities:

• Managed Confidential licensing channel for independent software vendor (ISV) royalty program.
• Delivered customer/partner agreement yearly updates, created and released training curricula. Involved strong partnerships with customers, product teams, and Legal.
• Program manager for the Confidential Cloud Solution Provider (CSP) channel - performed research and analysis for yearly customer/partner agreement updates.
• Delivered marketing research and competitor analysis for online, cloud-based marketplaces (Azure, Windows, Office, AWS, Salesforce.com); best practices; UI critiques; MS consolidation strategy.
• Using Power BI and Excel Power Pivot - developed analysis on customer surveys and program effectiveness.

Program Manager

Confidential

Responsibilities:

• Planned, managed, and launched a new CRM to over 200 support agents worldwide. Developed gap analyses, scenarios, and requirements - guided intake and delivery of advertising-related features.
• Formulated the design for an entirely new UI/UX and taxonomy for search advertising.
• Drove new customer features and product/offers to launch as a program manager / project manager / business analyst.
• Served as liaison between the business unit and the application engineering (technical) teams.
• Authored or revised project plans, business requirements, functional specs, and cost assessments.
• Migration increased customer satisfaction (22%) and decreased user ‘time in motion’ by 27%.
• After MAST work Conducted data analysis of customer Office 365 customer usage to support an ‘upsell’ strategy for underutilized components/services.

Solution Delivery Manager

Confidential

Responsibilities:

• Enabled technical support of Confidential ’s suite of Cloud Technologies via seamless integration with an existing commercial incident management system (MSSolve - MS Dynamics) in support of a critical Office 365 launch. Enablement increased customer satisfaction to highest levels seen to date.
• Responsible for Business Gap analysis, requirements gathering & authoring, and project/program management services to support major feature releases.
• Bridged the space between business organizations and technology delivery teams.

IT Solution Manager

Confidential

Responsibilities:

• Developed and published business and system requirements documentation for the integrated voice response (IVR) systems supporting Confidential ’s consumer and commercial customer services.
• Served as requirements/business expert within IT to aid planning and executions of project UAT.
• Coordinated UAT (test case creation, data preparation, test resources & assignments, test results).

Solution Delivery Manager

Confidential

Responsibilities:

• Developed a new functional role as primary liaison between the business units and the delivery teams.
• Managed the stewardship and delivery of ongoing upgrades & enhancements to consumer and commercial applications supporting over 3700 worldwide customer service agents.
• Owned end-to-end project delivery, budgeting, schedule & risk management, and customer interface for key enterprise applications: an internally-built CRM application (Agent Desktop); a web-based issues & escalation tool; and a training/assessment tool.
• Conducted business requirements mapping, roadmap development & planning, and integration partner coordination with: incident management systems, Business Intelligence, billing systems, sales systems, and the emerging customer/organizational mastering database.
• Partnered with the Business Unit Leads to produce comprehensive requirements documentation and user readiness planning in support of complex features and upgrades.

Senior IT Project Manager

Confidential

Responsibilities:

• Managed and delivered large, enterprise-wide IT projects across the entire Confidential involving nationally distributed applications. Included strong partnerships in support of strategic initiatives for Finance, Marketing, Network Engineering, and Customer Care.
• Delivered major enhancements to customer relationship management (CRM) system, activation & billing systems, and number porting systems - starting from initial project inception to deployment and hand-off to Operations.
• Delivered network infrastructure projects in support of capacity expansion, adding high availability, or providing disaster recovery.
• Developed and implemented a S/W release/life cycle process (full Confidential, incl. work intake and change control) and served as principle release manager on a critical, national program (inter-carrier number porting).
• Owned full schedule, risk, and budget management on all projects.
• Developed business, system, and functional requirements for customer management and billing applications in support of new features and major business initiatives.
• Employed use case methodology, including Rational Unified Process (RUP).

Master Production Scheduler

Confidential

Responsibilities:

• Created and maintained production schedules, plans, and forecasts to support business operations.
• Balanced resource and capacity constraints against production demands and proposals. Compiled reports used to allocate resources, facilitate capital budgeting decisions, and assist strategic planning.