SUMMARY

• Extensive knowledge of multiple generations of Confidential Excel software
• Knowledge with GitHub, Markdown, and XML editing tools
• Strong knowledge of Confidential Power BI reporting tools
• Experience with data sorting and filtering
• Advance knowledge with Change Management and Release Management
• Ability to maneuver and utilize Visual Studio (VS)
• Advanced in MS Excel including PivotTables, VLOOKUP, INDEX/MATCH, and Data Tables
• Excellent interpersonal and oral communication skills
• Good creative and critical thinking skills
• Strong investigative and troubleshooting abilities
• Above - average written and verbal abilities
• Strong team player with good communication skills with the ability to work in a fast-paced, high-growth environment
• Strong attention to detail while also being able to see the “bigger picture”
• Demonstrated proficiency in computer applications, such as MS Office Software
• The ability to demonstrate strong analytical skills and be a keen problem solver
• Proven ability to express complex technical concepts in business terms
• Proven ability to deliver on tight deadlines, and to prioritize tasks
• An ability to work as a team and build effective relationships, but within the team and with other stakeholders

• Commercial awareness
• Communication Skills
• Negotiation and persuasion
• Problem solving
• Leadership
• Organization
• Business Process Improvements
• Vendor Management
• Note taking
• Punctuality
• Verbal/Non-Verbal communication
• Active listener
• Spreadsheets and email management
• Ability to teach and mentor
• Decision maker
• Project planner
• Task delegation
• Attention to detail

PROFESSIONAL EXPERIENCE

Operations Program Manager Lead

Confidential

Responsibilities:

• Contractual position through Experis.
• Ensure all Quality Assurance data is updated as far as forms, with Change Log information regarding all Change Management that took place through Release Management
• Oversee QA analyst
• Ensure QA Pipelines are adequate and able to hit all SLAs
• Assist with a team of fifteen people.
• Backup Lead/Liaison for other teams within our organizational structure.
• Represent Operations for Confidential, by ensuring all help incidents are routed correctly and handled.
• Handles select tickets, determining the issue and providing a resolution.
• Oversee team to ensure that their daily, weekly, and monthly tasks are on target and we are meeting KPIs/SLAs in place.
• Create and maintain all process documents to ensure the onramp of new employees and existing.
• Assist New Hires with documentation, process, and trainings that are mandatory to be completed.
• Ensure all spreadsheet data is accurate, identifying trends within the data that can assist in change management.
• Continue to work in a consultant-based role to provide added value for insights, analysis, and/or advice.
• Work independently and with a team to ensure and develop knowledge of all assigned applications in a wide variety of environments.
• Ensure spreadsheet data is accurate, complete, and following company guidelines.
• Ensure all Program Manager requests are handled in a timely fashion, with ensuring the deadlines expected are met.
• Work with various stakeholders to ensure that the projects are maintained and completed in a timely manner.
• Compile weekly and Monthly Business Reports (MBRs) on all project status and item reports.
• Have daily, weekly, and monthly meetings with Principal Program Managers about the status of our work, issues, and completions.

Release Manager Lead

Confidential

Responsibilities:

• Contractual position through Experis.
• Represent Operations for Confidential, by ensuring all Playbook and FTOP related materials are updated.
• Use XML editor to make changes to the Tasks that are involved in FTOP, that are utilized by FastTrack Managers (Project Managers), FastTrack Engineers, and Subject Matter Experts (SMEs).
• Work independently and with a team to ensure and develop knowledge of all assigned applications in a wide variety of environments.
• Ensure spreadsheet data is accurate, complete, and following company guidelines.
• Ensure all Program Manager requests are handled in a timely fashion, with ensuring the deadlines expected are met.
• Respond quickly to Playbook Feedback to see if any changes or updates need to be made to our processes, Playbook, and/or FTOP.
• Continue to work in a consultant-based role, to provide added value for insights, analysis, and advice.
• Ensure technical help tickets are routed appropriately or assist in closing.
• Identify requirements and document a working plan of record within Visual Studio, to handle all Change Management Requests (CMRs).
• Compile weekly and Monthly Business Reports (MBRs) on all project status and item reports.

Program Manager/Data Analyst

Confidential

Responsibilities:

• Contractual position through Experis.
• Represent Operations for Confidential, globally, by deploying new and enhanced projects, training, and successfully supporting processes for both new and existing areas.
• Work independently to develop an expert knowledge of assigned computer applications and a strong knowledge of all other applications operating in the same or integrated environments.
• Create and maintain the data analysis through Excel and/or Power BI.
• Ensure spreadsheet data is accurate, complete, and following company guidelines.
• Complete bulk loading and manual data entry.
• Coordinate work with others on similar or same projects.
• Respond quickly to emailed requests for data updates.
• Use Power BI, Power Pivot to develop data analysis prototype and used Power BI to visualize these reports.
• Utilize Power BI to create various analytical dashboards that depicts critical KPIs, alone with slicers and dicers enabling end-user to make filters.
• Work in a consultative role to provide “value-added” insights in the form of analysis, interpretation, and advice of reporting.
• Creating Database objects - tables, views, functions and developing procedures for implementing application functionality at the database side for performance improvement.
• Involved in creating new stored procedures and optimizing existing queries and stored procedures.
• Assisted with the creation and development of a new internal support escalation path.
• Ensure technical help tickets are routed appropriately or assist in closing.
• Perform troubleshooting escalating and follow-up of work issues.
• Run project launch teams, facilitating effective meetings to drive key decisions with stakeholders to ensure a solid plan of record.
• Identify requirements and document a working plan of record, drive change control, managing other issues and escalation triage, cross group coordination, and milestone management.
• Assist with worldwide blocked escalations and compliance related stoppage for companies deploying Office 365.
• Assist in training the FastTrack Center, worldwide, for change management.
• Continuous data analysis for process improvements and improve process based on data analysis.
• Manage short, medium, and long-term planning horizons concurrently.
• Trusted advisor to business clients and key business stakeholders to manage relationships and expectations; act as a single point of contact for queries and escalations around any project; take active participation in all reporting requirements that touches the right levels of the organization.
• Compiled reports of project status and item reports.

FastTrack Manager

Confidential

Responsibilities:

• Contractual position through Experis.
• Execute, manage, and lead a set of Office 365 customers and partners through the Onboarding process.
• Responsible for delivering the customer onboarding experience for Office 365 while utilizing the company’s assets across partners, Enterprise services and support teams.
• Manage the project pipeline to ensure agreed upon timelines can be met.
• Analyze, develop, and communicate key onboarding processes and technology improvements for the entire Office 365 deployment cycle.
• Build customer relationships through regular cadence, process management, open communication, and helping drive value within their business.
• Multitasking, record keeping, and time management to ensure solid relationships across multiple customer tenants and effectively communicate with each.
• Communicate with both internal/external customers via email, phone, and skype as required.
• Partner with technical teams and management to ensure all business needs are met.
• Promote customer advocacy by providing internal recommendations for process/tool improvements which will drive operational excellence.

Incident Coordinator/Duty Manager

Confidential

Responsibilities:

• Increase customer satisfaction by assisting with case wellness, issue workflow, and customer escalation management to internal groups.
• Utilized as informational source regarding policy, procedures and tools for Support Engineers, Management, Technical Account Managers, Technical Routers, and CSRs.
• Queue supervisor for all technical queues responsible for.
• Monitor and address all issues via email which served for internal and external contacts, ensuring handling in a timely manner; for case handling, procedural guidelines, and point of contact for resources.
• Took an active role in identifying changes that could improve our level of service for customers.
• Created several procedures and on-call for a variety of groups.
• Train new team members on procedures and daily routines.