SUMMARY:

Strong background in global engineering and operations program management including software development, test, deployment, operations, support, infrastructure planning, capacity planning and hardware deployment. Skilled at collaborating with business stakeholders and engineering groups to drive program charters, release best practices, change management methods and feedback loops. Active advocate for the user engaging people, process and technology to drive continuous improvement, success measures, root cause analysis, issue management and resolution.

CORE COMPETENCIES:

Project/Program Management

Business Analysis

Project Planning (Scope/Budget/Timeline)

Training Delivery

Process Improvement Initiatives

Change Agent

Agile/Scrum Methodology

Negotiation

End - User Collaboration

Team Leadership & Mentoring

Complex Issue Resolution

KPIs/Metrics

Executive Collaboration

Strategic Planning

Product Development & Launch

Startup Operations

Problem/Incident Management

Business Partnerships

Organizational Development

Due Diligence

Resource Management

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, WA

Senior Program Manager

Responsibilities:

• Engage business, marketing and engineering teams to drive delivery execution.
• Continuous initiative tracking, prioritization, and review.
• Drafted documentation and user stories for feature releases and rebrand.
• Worked with business and engineering to evaluate backlog and roadmap.
• Executed user acceptance and testing for feature releases.
• Created multi-tiered support process and onboarded ServiceNow.

Confidential, Bellevue, WA

Senior Program Manager, Product and Technology

Responsibilities:

• Served as the agile coach for Salesforce B2C product team.
• Supported day to day operations of delivery team. F cused on process improvement and best practices adherence.
• Teamed with engineering counterpart to implement appropriate ceremony structure for three scrum teams.
• Developed quarterly release calendar and partnered with release manager to align deployment process.
• Partnered with product management, release manager and scrum manager to create regular stakeholder updates declaring scope for sprints and sprint cargo shipped.
• Co-authored a team assessment tool designed to evaluate level of performance in specific agile areas.

Confidential, Redmond, WA

Senior Business Program Manager

Responsibilities:

• Worked with global team of business program managers to support delivery of inside and field seller applications.
• Led process improvements, standardization and best practices.
• Partnered with PMO team members, readiness team, field representatives and leadership to gather user requirements to develop processes, project management and agile methods to support ongoing enhancements.
• Co-architected delivery model to scale, meet organizational requirements and adapt to changing delivery methods, standards and continuous improvement.
• Established monthly landing package process and worked with teams to define and manage communication specific to roadmap, change details and business value.
• Collaborated across the organization to define process, deliverables, owners and agreed to rhythm of the business resulting in a well-defined monthly service health review framework.

Principal Program Manager

Confidential

Responsibilities:

• Created and supported problem management program to support entire problem lifecycle.
• Wrote end to end requirements, drove acceptance testing, managed change communication, and implemented program training.
• Developed collateral and garnered organizational support for problem management team.
• Partnered with Azure, Cyber Defense Operations Center and Confidential Cloud Infrastructure and Operations.
• Developed standard operating procedures, key performance indicators (KPI) and service level agreements to manage and measure entire problem lifecycle.
• Drafted and negotiated statement of work to shift existing vendor team to a managed service in support of problem management initiative.

Principal Program Manager Lead

Confidential

Responsibilities:

• Managed operations program management team in support of Windows Mobile and deployment services team in support of Azure, O365 and Windows Services capacity deployments.
• Enforced best practices and adoption of Scrum and problem management.
• Drove project inception, design, development, and testing schedules for release of Problem Management TFS Solution.
• Executed monthly service reviews across multiple levels of management.
• Served as primary point of contact for vendor engagement.
• Initiated and managed an RFP process that resulted in one vendor and significant cost savings.
• Drove formal cycle time optimization program across Exchange focusing on planning and execution. Resulted in elimination of waste, traceability improvement, and rework reduction.
• Conceptualized dedicated decommission program concept, improving area expertise and resource focus.
• Rolled out Problem Management framework to support incident engagement, proper internal and external communication, postmortem creation and follow-up to ensure proper closure of repair items.

Confidential, Seattle, WA

Solutions Engineering Manager

Responsibilities:

• Led operations, allocated project resources, and prioritized deployment for engineering support team.
• Ensured adherence to business drivers and support for overall program success by engaging stakeholders including go-to-market, project management, system integrators, test and network operations.
• Led creation of customization playbook including development engagement model and server customization guidelines.
• Re-organized team to support early engagement activities, server partnership opportunities, production support and concurrent deployments worldwide.

Confidential, Seattle, WA

Vice President of Operations and Product Development

Responsibilities:

• Oversaw project management, software development, quality assurance, and operations teams to support premium brand partners.
• Guided Product Development team to develop, deploy and maintain mobile applications and games.
• Prioritized and managed traditional software application and game projects with production support, frequent maintenance releases, marketing promotions support, and aggressive content and handset on-boarding.
• Developed Release Board to improve release management, change management, and product decision making processes.
• Established development, test, stage, and production processes creating accountability and transitioned team from Waterfall to Scrum.
• Prioritized and managed multiple parallel software projects. Monitored cross-projects for scheduling conflicts, constraints, dependencies, issues, and risks while providing ongoing status reports to senior leadership.
• Worked within cross-functional team to create formal release management group, delivering new and enhanced services while protecting integrity of existing services.