PROFESSIONAL PROFILE:

• Product Owner responsible for implementing multiple financial and non - financial applications:
• ServiceNow Portfolio Project Management (PPM)
• E-File
• Great Plains
• Documentum
• Managed product backlog and defined feature lists for Confidential
• Liaison between business owners and Development teams to analyze and translate functional and non-functional requirements into project specifications and User Stories
• Diverse experience in leading teams in sprint management, application development, and application releases
• Proven success on diverse projects - from requirements gathering and data analysis to finalizing application design
• Certified and experienced in Agile and Waterfall project management methodology
• Managed a team that provided Tier II global technical support to customers for failed and undeliverable messages

SKILLS:

• Scrum Processes and Ceremonies
• Product direction and features toward Confidential
• Release Planning
• Product Roadmap
• ServiceNow (PPM)
• MS Project
• SharePoint
• JIRA
• TFS
• Waterfall
• Agile Scrum
• Operational Reporting

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager / Product Owner

Responsibilities:

• Managed Enterprise Data Warehouse project activities for the Enterprise Project Management Office
• Product Owner responsible for the implementation of ServiceNow as a Project and Portfolio Management application across the enterprise
• Assisted in creating the Confidential Project Management Guidance, a "Best Practices" document to enable and empower project management staff and leaders to develop and increase critical project management skills
• Identified, tracked and resolved risks, issues, and conflicts across project teams

Product Owner

Confidential

Responsibilities:

• Worked effectively across various business groups to gather requirements for creating User Stories, to include acceptance criteria and prioritization of the backlog. TFS was the system that was used to create User Stories and tracking Sprints
• Created and maintained weekly backlog grooming sessions with business and IT to further refine requirements, tasks and story points
• Developed and monitored operational results reporting and analysis across Confidential
• Gathered requirements from business owners to create and maintain system backlogs for assigned systems
• Collaborated with business and IT to upgrade the Confidential Financial System (Great Plains) by identifying functionality that needed to be implemented in six months. Developed a plan to allow the legacy system to work in parallel, saving three months of work and $2.1 million dollars in annual costs to re-factor the system

Supervisor

Confidential

Responsibilities:

• Responsible for both the inbound Confidential Call Center, a high-volume call center, supporting contributors, service providers, and carriers participating in the Confidential .
• Managed a team that processed approximately 80,000 federal forms related to Universal Service annually. Responsible for managing metrics and managing team turnaround times to ensure accurate and timely data entry for forms processing
• Accountable for User Acceptance Testing for the forms processing system and various initiatives
• As the business owner of all accounts payable customer information, performing regular reviews of the data to maintain clean processing for the financial transactions related to disbursement processing
• Developed a robust quality review process to ensure that accuracy meets and often exceeds established expectations; assumed full responsibility for the success of the end to end forms process, including engaging with the Operations Program

Confidential, Reston, VA

Supervisor of Operations Support

Responsibilities:

• Provided Tier II global technical support to customers for failed and undeliverable messages
• Responsible for managing a team that provided support for issues on the Mobile Messaging team
• Monitored team workloads and assessed their ability to provide end-customer support, identifying areas of strength and weakness and re-allocating work, as needed
• Performed basic troubleshooting, making customer-requested service changes, working & testing with external repair organizations, and managing customer trouble tickets

Confidential, Herndon, VA

Project Manager

Responsibilities:

• Responsible for working with Confidential & Confidential é on behalf of the business to ensure compliance with all audit requests
• Provided project plan updates; maintained dashboard and database for all audit-related activities.
• Collaborated with the SOX coordinator to prepare for external audits
• Ensured all audit requests were complete, accurate and received by the established deadlines

Confidential, Herndon, VA

Project Manager, Systems Support

Responsibilities:

• Responsible for interfacing with Boost Prepaid vendor's services to Nextel (rating, IVR, etc.) to ensure production issues impacting financial reporting and customer care were resolved
• Monitored and mitigated resolution for reported trouble issues; managed user access to the Care application; analyzed system design documents provided by vendor to ensure that they met business requirements
• Responsible for managing a team of reps that provided local sales support, escalations and solutions to Policy and Procedure questions, to include 1st and 2nd level support