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Herndon, VA PHONE NUMBER AVAILABLE EMAIL AVAILABLEProduct Owner, Program and Project ManagementTechnical Leader and Trusted Advisor with proven achievement in developing and implementing solutions within the customer service industry.Strong experience in defining business requirements and translating into Use Cases and User Stories for IT design development.Effective communicator adept at building strong relationships and collaborating with team members, executives, and customers to achieve vision and goals.Superior leader with ability to mentor, train, and manage cross-functional teams into delivering products and projects on tight deadlines.Technical proficiency in SaaS, Salesforce.com, LucidChart, SmartSheet, Google Docs, Jira, Confluence, SharePoint, Rational Tools Suite, and all Microsoft Products.CORE PROFICIENCIESStrategic Planning Product Management Relationship Building Program Execution Software ApplicationsBudget Management Cross-Functional Leadership Resource Management Mentoring Process ImprovementsSolution Implementation Collaborative Communications Change Management Problem ResolutionPROFESSIONAL EXPERIENCECGI 5/2023 3/2004Sr Salesforce ConsultantFunctioned in both a Project Manager and Scrum Master capacity for a Bio Labs Company. Introduced a new process to the Life Sciences client to start new initiatives including a Project Kick-off process covering the following items: Scope; Requirements; Project Approach; QA and UAT approach; Project Timelines; Financial Forecast; Roles and Responsibilities; Communication Plan. Conducted the daily Scrum Meetings for our clients Salesforce Enhancement requests. Acted as a trusted advisor to meet the clients expectations.Scrum Master for a Portal Replacement effort at an Energy company from a legacy system into Salesforce. Collaborated with the Business Analysts to translate the functional requirements to User Stories.Jira and Confluence were utilized for the Scrum ceremonies,WIPRO 3/2022 7/2022VW CreditRemoteScrum Master of Business Analysts, UX/UI designers, Developers, and QA Testers to migrate a Credit Union Knowledge Management system from Salesforce Classic to Salesforce Lightning. I was pivotal in moving this project from a red status to green. Jira and Confluence was utilized for the Scrum ceremonies,THE XELA GROUP 7/2020 2/2021Optum Healthcare Sr. Program Manager, COVID-19 Contact Tracing (8/2020 2/2021)RemoteOversaw multiple operational workstreams to efficiently support strategic initiatives for New York City COVID-19 contact tracing, including Business Process, Quality Assurance, Performance Management, Training, Onboarding, and Issue Management.Managed team of Program Managers, supporting 4K+ remote Call Center Contact Tracers and Monitors utilizing Salesforce.com. I reported directly to the SVP.Implemented Change Management process to prioritize, approve, schedule, and execute change requests from Operational Stakeholders with documented process flows.Coordinated all UAT activities with the Business to support Salesforce.com implementations.GMAC Product Owner/Program Manager/Scrum Master - Contract (7/2019 4/2020)Reston, VAAs the Product Owner, oversaw and managed the successful transition from an outdated system (legacy system) to Salesforce including spearheaded implementation of web-based solution utilizing Salesforce.com, MuleSoft, and Agile, successfully replacing legacy system.Work closely with SFDC technical experts, business process experts, and others to support and ensure the technical designs align with overall business needs.Leverage Salesforce expertise as product owner in working with the teams to ensure requirements are defined/implemented within the scope of prioritized enhancements and implementation projects.Provided project management for Candidate Customer Profile (CCP) system in GMAC.Spearheaded implementation of web-based solution utilizing Salesforce.com, MuleSoft, and Agile, successfully replacing legacy Candidate Customer Profile system.Led replacement of Accommodation Request Management System (ARMS), migrating application from SharePoint to Salesforce.Coordinated all UAT activities with the Business to support Salesforce.com implementations.FREDDIE MAC 2/2018 11/2018Mclean, VAProject Manager Consulting, ContractProvided oversight for Freddie Mac Corporate Data Warehouse (CDW) and Loan Application System (LAPP).Project-managed multiple projects concurrently from inception to deployment for changes to CDW and LAAP driven by the business utilizing Agile.CHARTER COMMUNICATIONS 12/2016 9/2017St. Louis, MOProgram Manager Consulting, ContractManaged Charters Provision Database Initiative across multiple Business and IT organizations.Standardized data between legacy Charter provisional data and legacy Time Warner provisional data with goal of merging two physical databases into one after the Merger and Acquisition (M & A) of Charter and Time Warner.FAIRPOINT COMMUNICATIONS 5/2016 10/2016Manchester, NHSenior Program Manager Consulting, ContractTransitioned FairPoint customers in specific territories from their legacy quote to cash systems to their investment CRM quote to cash systems.Led bi-weekly meetings with Executive Steering Committee, notifying executive teams of project status, concerns, action items, and decisions.Served as point-of-contact and liaison between all cross-functional teams, including Business units, IT and external vendor organizations.Strategically and effectively managed Business and Technical Program Managers.Owned Enterprise Project Plan for Business, IT, and external vendor activities and coordinated meetings during planning, analysis, design, and testing phases.Authorized and obtained executive approval for Project Charter during project initiation phase.GREAT MINDS 1/2015 10/2015Washington, D.C.SaaS Technology Consulting & Implementation, ContractProvided consulting while serving as Project Manager, Product Owner, Functional Architect, Business and System Analyst.Managed UI/UX designers for the rebranding of the Great Minds Customer Portal.Defined full CRM Quote to Cash strategy for the companys OSS/BSS, implemented on Salesforce.com.Developed all process flow diagrams with use cases and data model to correspond to all different ordering channels and fulfillment scenarios.Supported consistent quoting and order pricing by designing a new Product Catalog (CPQ) within Salesforce.com.Project-managed implementation of Opportunities, Quotes, Orders, Shipments, and Invoices in CRM Salesforce.com platform using Agile.Collaborated with the Business to document and prioritize the user stories to implement the UX/UI enhancements changes to support Greatminds.org rebranding.Coordinated all UAT activities with the Business to support Salesforce.com implementations.VIVINT WIRELESS 9/2013 9/2014Provo, UTSaaS Technology Consulting & Implementation, Contract (11/2013 9/2014)Oversaw complex program management, solution delivery, and client satisfaction while delivering Requirements for core business processes and related systems.Ensured best-in-class customer experience by developing all process flow diagrams.Effectively represented Vivint Wireless Requirements aa a Product Owner for the branding of Wireless Service for Vivint.com by developing Salesforce.com prototypes. and User Stories.Served as Advisor to VP of Wireless Business Unit regarding core Architectural Platform to support wireless.Program-managed Salesforce.com project, successfully automating wireless network buildouts, including work ticket assignment, routing, ticket status, and network configuration documentation utilizing Agile.Coordinated all UAT activities with the Business to support Salesforce.com implementations.Customer Experience Consulting & Definition (9/2013 11/2013)Established Best in Class Customer Experience recommendations for new Vivint Wireless offering.Supported Sales and Service Delivery, Service Assurance, and Account Management by strategically developing and implementing process flows.Benchmarked processes from Uber, Nordstrom, Amazon, Zappos, AT&T, Comcast, Verizon, BrightHouse, TimeWarner, and Hawaiian Telcom.VOLKSWAGEN/AUDI GROUP OF AMERICA 10/2011 4/2013Herndon, VAProgram Manager ConsultingSpearheaded Market Based Ordering Program, including instituting project plans, reviewing gates through project lifecycle, managing critical SDLC deliverables and delivery expectations, and implementation.Introduced automated workflow process to replace manual email entry and approval process for Dealer payment by collaborating with Enterprise Architect to develop Business Requirements and high-level Architectural Design for Audi Incentive Tool.HAWAIIAN TELCOM 2/2009 6/2011Honolulu, HIProgram Manager Consulting, ContractLed relocation of QA environment form Houston Data Center to production location in Littleton, Maine while completing project ahead of schedule and saving $8.5M in costs.Standardized Planning and Analysis deliverables and developed and implemented multiple PMO processes and procedures.Selected as a member of Center of Excellence team to provide project support to LNP while offering solution options, making decisions on key issues and requests, and delivering overall IT program management.Acted as a Product Owner working the Business SMEs to document Use Cases for a replacement for their Business Order Entry system.XM RADIO 5/2008 2/2009Vienna, VAProgram Manager Consulting, ContractProvided oversight for the integration of Telecommunications, Mobile Communications, Data Center Operations, Production Support, and Compliance and Risk Management for legacy XM and legacy Sirius to support the M &A between Sirius and XM.Achieved $2M cost savings by creating hardware Storage Reclamation Strategy.Optimized performance and stabilized existing applications by leading key project initiatives to achieve successful deployments.FANNIE MAE 12/2005 4/2008Reston, VAConsulting ContractEstablished a framework to standardize the process and quality controls to support over 200 separate data deployments prior to the production migrations.Conducted Quality reviews for the Financial Data Warehouse with the Business, IT and SOX organizations to include ETL Design and data quality reviews.Reviewed SDLC artifacts ensuring strict adherence to Change and Risk Management procedures, and SOX 404 requirements.DISCOVERY COMMUNICATIONS 2/2004 11/2005Silver Spring, MDProject Manager Consulting ContractLed the full development lifecycle and conversion activities, resulting in replacement of two legacy Sales and Finance applications with a vendor packaged CRM solution.Led JAD sessions with the Business teams to drive data conversion and data clean-up requirements and activities.Successfully achieved all deliverable dates per the project plan from requirements through testing.XO COMMUNICATIONS 2/2002 10/2003Reston, VAProgram Manager Consulting ContractDeveloped a PMO within the organization.Led CRM JAD sessions with the Business and IT to develop formal requirements while adjusting the business process with the goal to maximize CRM Siebel 7.5 Quote to Cash capabilities while minimizing software customizations.Implemented CPQ configurations in Siebel Product Catalog.Coordinated all UAT activities with the Business to support multiple implementations.Led the PMO to ensure issue escalation and resolution across multiple projects for highly visible Ordering to Provisioning initiatives.Instituted a formal Package and Close process defining the scope of the release based on business priority and IT capacity.Managed the XO and Metasolv development and test teams to support the National Conversion of XOs legacy equipment database into the COTS Metasolv Provisioning system.Responsible for the delivery of bi-weekly reports to the Service Delivery Centers for data clean-up efforts, which involved the cleansing of over 8 million network elements.Instituted formal ETL design walkthroughs and testing procedures for mock data conversions to increase Executive Managements confidence in the conversion success ratio.Successfully executed the COTS Metasolv data conversion across 11 Service Delivery Centers, converting 17+ million equipment components at a 98.4% success rate of the total equipment base, two months ahead of the original schedule.CONCERT 9/2001 2/2002Reston, VAProject Manager Consulting ContractManaged the development team and successfully implemented the WebCM system, which enabled the customer to manage their 800 routing plans based on day of week and time of day routing via the internet.Delivered each phase of the development lifecycle on-schedule under an aggressive timeline and within budget. Client satisfaction was high.QWEST 7/2000 7/2001Denver, COConsulting ContractDeveloped a Customer Relationship Management Sales Strategy mapping industry CRM capabilities to Qwest Local legacy systems. The strategy addressed Account, Opportunity, Contact, and Order Management. This resulted in an investment and decommissioning plan for 28 legacy local systems.Successfully delivered the Consulting Plus Sales Local Ordering System for Small Businesses on schedule. The project was inherited in a red status with previously missed milestones.MCIPentagon City, VASr Manager II (5/1998 7/2000)Responsible for 150+ team members managing multiple projects within budget and on schedule for 7 Internet systems using diverse technologies.Managed the MCI WorldCom Residential Internet development organization, which included Internet client software, Interactive media and Graphical design services, Internet online registration, Personal Web Pages and the Internet service profile systems supporting the branding of Worldcom.com.Transitioned the Business Markets Internet service profile and billing systems to Cable & Wireless. This was an FCC requirement for the M & A between MCI and WorldCom. Vendor managed over 50 Accenture consultants to implement the transition successfully.Managed the development and hosting of www.mci.com and all related marketing hyperlinks from www.wcom.comDramatically improved the Internet System operational drivers to include:Availability from 75% to 99%Processing of billing from 1-2 weeks late to exceeding the SLA by 3-5 days81% reduction in open Severity 1 and 2 billing issues within 90 daysImplemented a formal use case and development methodology with defined deliverables and proper sign-offs for the Internet online registration, directly resulting in: 93% reduction in User Acceptance Test trouble tickets; 160 down to 10 tickets opened with the first implementation of use cases into the development process.Sr. Manager- (3/1997 5/1998)Responsible for the architecture solution and branding of the Residential Internet Ordering platform. This was MCIs first customer ordering and servicing system via the Internet.Managed the Analysis, Development and QA organizations to implement a Product Catalog, resulting in a $1.5 M annual reduction in costs due to increased order accuracy. The Product Catalog was a data repository of complex MCI Product Bundles and business rules with an underlying rating/pricing engine. The Product Catalog was an object-oriented implementation built on Smalltalk to support CPQ.EDUCATION & CERTIFICATIONSMasters of Telecommunications Management University of Maryland - 1996Bachelor of Science in Computer Science University of Maryland - 1987CSM Certified - 2019RECENT TRAININGSalesforce Admin 2019Salesforce Developer 2021AWS Architect 2020Trailhead Super Badge Training - 2022 |
