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Click here or scroll down to respond to this candidateCandidate's Name
Round Hill, VA Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessional SummaryWell-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.SkillsSprint Planning Stakeholder CommunicationCustomer Service MS OfficeAgile Scrum Scrum Processes and CeremoniesProduct Roadmap SalesforceAzure DevOps ServiceNow (PPM)SharePoint JIRAWork HistorySenior Technical Product Manager 05/2022 to 06/2024 Adtalem Global Education Columbia, MD Worked closely with the Digital Product Managers and Business stakeholders to construct the backlog and planning for PI Planning which is held every 12 weeks Create, prioritize, and maintain the product backlog Collaborate with technical leadership to ensure the IT architectural roadmap aligns with the product backlog Participate in sprint planning and coordination of feature dependencies Create use cases, user stories, and acceptance criteria around the product and communicate them effectively to teams Accept /Commit stories into the product baseline using well-documented acceptance criteria Coordinate and plan product releases Demonstrate the teams' work to DPMs and Business stakeholders via sprint reviews Consistently meet Digital Product Manager's expectations Partnered with project team members to identify and quickly address problems. Senior Program Analyst Rural Health Care 04/2020 to 04/2022 Universal Service Administrative Company (USAC) Washington, DC Managed approximately 150 Administrative Remedies via emails and faxes monthly Streamlined the overall process to reduce administrative remedies process time by 25% Responsible for writing administrative remedy process Understanding of the RHC process of requesting funds through the RHC program Daily interactions with other teams within RHC to assist with the processing of administrative remedies POC for RHC customers that were requesting an administrative remedy Project Manager / Product Owner EPMO 12/2016 to 04/2020 Universal Service Administrative Company (USAC) Washington, DC Responsible for implementing ServiceNow Portfolio Project Management (PPM) tool Assisted in developing Enterprise Project Management practices utilizing industry best practices and tools Managed Enterprise Data Warehouse project activities for Enterprise Project Management Office Responsible for implementation of ServiceNow as Project and Portfolio Management application across enterprise Assisted in creating USAC Project Management Guidance, "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. Coordinated with cross-functional teams to resolve project issues and mitigate risks. Product Owner Financial Operations 06/2014 to 12/2016 Universal Service Administrative Company (USAC) Washington, DC Managed several financial and non-financial systems (E-File, Great Plains, and Documentum), including planning, tracking, and support Worked effectively across various business groups to gather requirements for creating User Stories, including acceptance criteria and prioritization of the backlog TFS was the system that was used to create User Stories and track 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 Financial Operations Gathered requirements from business owners to create and maintain system backlogs for assigned systems Collaborated with business and IT to upgrade the USAC 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 Worked with Cisco Finesse (IVR) system.Supervisor Financial Operations Processing 08/2009 to 06/2014 Universal Service Administrative Company (USAC) Washington, DC Managed a team of Assistant Program Managers, Customer Analysts, and Processing Clerks handling over 24,000 inbound requests for customer support on an annual basis Responsible for both the inbound Financial Operations Call Center, a high-volume call center, supporting contributors, service providers, and carriers participating in the Universal Service Fund 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. Supervisor of Operations Support 03/2008 to 07/2009 Sybase 365 Reston, VAProvided 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 managed approximately 100-200 trouble tickets per day from customers EducationBachelor of Science: Business Administration 05/1996 Elizabeth State University - Elizabeth City, NCAffiliations Life Member of Alpha Phi Alpha Fraternity Incorporated CertificationsCertified Scrum Product Owner (CSPO)Certified Scrum Master (CSM)Product Owner/Product Manager (SAFe) |
