SUMMARY:

• Talented and experienced manager | Technical and project leader steering business process improvements in complex, highly visible projects in SAAS environments.
• Program/project management background with an emphasis on implementing software and service delivery on enterprise and global levels supporting technological client projects.

• Excellent communication (written and oral) and interpersonal skills
• Strong problem solving abilities
• Strong customer relationship skills
• Requirements gathering, development of Statement of Work (SOWs), staffing contracts, delivery of services and tracing application development back to original requirements
• Customer advocate
• Capacity to work both as an individual and on a team
• Ability to quickly learn customer’s environment as well as organizational goals, both internal and external, in order to help the client optimize the products and services being delivered
• Excellent organizational and time management abilities
• Self - motivated, and flexible to adapt to change in processes and client needs while being mindful of scope and contract

PROJECT MANAGEMENT EXPERTISE & TECHNICAL SKILLS:

• Software Development Lifecycle (SDLC)
• Issue and Escalation Management
• Help Desk tools
• Risk Management
• Ticketing systems
• Agile/Scrum methodology
• Change Management
• Knowledge Management
• IT Service Management (ITSM)
• Request Management
• Network fault and performance
• ITIL Practitioner
• Account/Customer Management
• Microsoft SharePoint
• SAAS and cloud - based environments
• Stakeholder Management
• Microsoft Project
• Milestone Management
• Microsoft Office Suite
• Process improvement
• Asset Lifecycle Management
• Confidential (ITSM, ITBM, ITOM)
• Schedule Management
• Install, Move, Add, Change (IMAC)
• Research Management

PROFESSIONAL EXPERIENCE:

Deputy Program Manager

Confidential, Washington, DC

Responsibilities:

• Led team meetings both internally and with application stakeholders to determine support needs and upcoming events
• Facilitated and documented the transition process
• Hired and trained staff
• Provided program management activities for ongoing applications support
• Lead for team and organization while migrating to the Confidential platform for ITSM (Incident, Problem, Change, Knowledge, Event and Configuration Management)
• Ensured an environment of continual process improvement
• Grew customer support model to be able provide 24x7 applications support
• Installation and Proof of Value deployment for the Confidential ServiceWatch application in Confidential environment. Discovered and mapped key Confidential services; integrated with existing monitoring tools so that business owners could understand the business/customer impact on failed infrastructure components. versight and project management for the overall POV from creation of charter and definition of scope to final presentation of application and results to key stakeholders.
• Provided weekly status meetings and reports
• Managed vendor resources and daily tasks/activities
• Facilitated SDLC process to include security documentation and change requests
• Drove projects to successful completion

Program Manager

Confidential, San Diego, CA

Responsibilities:

• Assisted in growing and supporting the partner program to meet the needs of the global partner community.
• Provided bridge between solutions consultants and product management.
• Met monthly with sales team and solutions consultants to document potential areas for product expansion and gaps in tools for the partner vertical.
• Analyzed incidents and problem tickets, as well as enhancement requests across Managed Service Providers vertical to provide bi-monthly metrics on noticeable trends and suggestions regarding product management.
• Worked with customers and sales team to create use cases and customer profiles for field experts, the sales team, technical support and operations team.
• Coordinated and directed partner events for user groups and knowledge conferences.
• Assisted sales team with strategic account planning by providing performance metrics and tool use to determine potential areas for upselling.
• Worked with sales operations to set up dashboards and metrics for sales managers and executives at individual, regional and global levels.
• Project managed the creation and documentation of new policies, processes and system instructions for the internal organization.
• Met with technical writers and departments to gather documentation requirements, maintain a schedule and provide status reports to both the writing teams and management.
• Oversaw multiple IT projects using an Agile/Scrum methodology.
• Delivered customer profiles on top 20 partner accounts to marketing and sales team for use in the field
• Delivered bi-weekly metric reports to product management
• Executed partner events at conferences and user groups
• Delivered sales dashboard and reports for Confidential
• Delivered knowledge base for internal policies, processes and systems

Senior Customer Success Manager

Confidential, San Diego, CA

Responsibilities:

• Provided program management for enterprise accounts (service providers and integrators) to support service management activities.
• Oversaw operational projects to support SaaS Infrastructure and configurations; continuity management - (disaster recovery); incident, problem and change; release and product development.
• Facilitated and provided weekly meetings and status reports both internally and for customers in above areas to ensure excellent service delivery.
• Reviewed user metrics and worked with support to determine best tool optimization to meet client goals and improve performance.
• Ensured overall customer satisfaction to increase service adoption and identify opportunities for growth within the account to foster a healthy and thriving customer relationship.
• Met regularly with client management to review organization goals and roadmaps.
• Hosted product demos for new modules and applications.
• Worked with development and created d Confidential flow charts for customers to demonstrate how the product worked out of the box as well as how it could be customized to meet clients’ needs and environment.
• Facilitated and hosted quarterly service reviews at executive level both internally and externally.
• When necessary, developed and executed service improvement plans.
• Acted as the customer’s advocate and escalation point for critical technical support issues.
• Managed customers on the development of enhancement requests and monitored the status of their requests.
• Primary point for notification of major software releases.
• Provided support team with an understanding of the customer’s business priorities, overall technology landscape, organizational culture, timeline and priorities to develop and manage schedules for installing, upgrading, and maintaining the software service. Operational lead for hardware and software changes as well as failover testing and activities when required for changes. Supported sales team members with annual license renewals by proactively resolving issues and ensuring customer satisfaction.
• Developed, facilitated and delivered weekly status reports on all service management activities
• Successfully delivered executive level service reviews and roadmap discussions
• Delivered current and proposed diagrams of customer environments and configurations, including backups and failover
• Delivered and executed service improvement plans
• Obtained quarterly bonus incentives on individual level as well as top team achiever

Project Manager

Confidential, San Diego, CA

Responsibilities:

• Assembled and drove cross-functional project teams to review Requests For Proposals ( Confidential ), gathered requirements, created the statement of work, defined and managed project scope and staffing contracts (either with internal resources or vendors), created and monitored schedules, costs, communication, and utilized risk and mitigation practices to ensure project quality and success.
• Specialized in large clients and power companies with strict change policies and regulations.
• Built program plans and schedules to include multiple projects, integrations and software implementations.
• Proactively governed and expedited the resolution of customer technical support issues by working with both product development and technical support.
• Reviewed and discussed incidents, problems, changes and risks daily with technical team and the client leads.
• Led teams in testing integrations and mapping delivered products back to original requirements and Confidential .
• Demoed delivered products to both internal and external executive teams.
• Developed and managed use acceptance testing to gain milestone sign-off.
• Assisted clients in creating plans and promoting organizational adoption. Served as point of contact for escalations.
• Successfully delivered implementation of product suites and associated processes on fixed-bid contracts on time and on budget
• Successful delivered “big-bang” deployments of entire ITSM product suite to include processes
• Delivered and facilitated executive monthly meetings to discuss current status of milestones and future roadmap
• Conducted and compiled lessons learned with technical teams and then presented results to both internal and external executive teams promoting organizational change and growth
• Managed customer expectations through effective communication of status updates as they became available
• Best in Class to technical support team

Project Manager

Confidential, Gaithersburg, MD

Responsibilities:

• Gathered requirements and worked with legal team to create contracts and hire vendors to staff projects. Managed the development of custom applications.
• Managed third party vendors from software developers to field agents.
• Created custom Confidential with no customer d Confidential due to confidentially. Wrote, managed and facilitated user acceptance testing with false d Confidential .
• Designed and implemented new order and sales processes for company from the design, implementation and integration of new Customer Relationship Management System, Quickbooks, and Confidential Shipping system.
• Managed two direct hires for finance and software distribution.
• Delivered custom application for a dynamic and visual Confidential for Confidential
• Delivered new methodologies and marketing material for professional services team
• Delivered and implemented CRM application for sales and fulfillment team for internal company
• Delivered new sales and order process for the distribution and fulfillment of product delivery