Short term contracts in the United States and Europe within the Technology, Education, Security, Medical, Energy and Financial IndustriesProduct & Feature Consultation● Internal/External Products/Features via Staff Augmentation & Temporary CoverageProduct & Project Management Training● Customized training materials, workshops, and resources tailored to the specific needs of the organization● Comprehensive training sessions for current product managers to enhance their skills and knowledge● Coaching and mentorship to product managers, offering guidance in real-world scenarios and challengesProduct Management Artifacts● Define and implement essential product management artifacts, such as product vision and strategy, market analysis, competitive analysis, and user personas● Establish frameworks for creating clear and concise product requirements, user stories, and acceptance criteria for effective communication with the development team● Introduce product roadmap and release planning techniques to align product development with business objectives and timelinesProcess Improvement● Implement standardized product management methodologies and best practices to drive consistency and efficiency in product-related activities● Establish KPIs to measure the effectiveness of the newly introduced processes and iterate as needed for continuous improvementStakeholder Communication● Facilitate effective communication between various stakeholders, including engineering, design, marketing, senior management, and customers, to ensure alignment and understanding of product goals● Assist in the preparation of product-related presentations and status reports for executive reviewsProduct Lifecycle Optimization● Work closely with the product managers to define and track product lifecycle stages, from ideation to end-of-life● Identify opportunities for product portfolio optimization, making recommendations on product enhancements, updates, and retirements.

Organically created, led, managed, and mentored a team dedicated to delivering the technical product strategy for all Spirion’s product portfolio including maintaining the product vision for current and new products. Acted as Product Manager for individual products, Director of Product Management for the portfolio, Product Owner (Technical Product Manager) for individual products as needed. Solved customer problems to ensure their success with products.● Built the Technical Product Management Team from the ground up, expanding to 3 Technical Product Managers, and 3 Business Analysts● Advised on and held final approval on technology used within all products● Advised architects and approved architecture of all products● Member of the Product Governance Board, defining roadmap for all products● Developed process/workflow documents and playbooks for Technical Product Management team● Developed onboarding documentation for new team members● Developed team wide metrics and processes for Product, PMO, and Engineering departments● Led day to day operations for the team as team leader● Generated reports and presented to C-level executives and board members● Managed team’s work, tracked status, time tables, budget, schedules and vacations● Launched three new SaaS products including one port to cloud and two new products● Coordinated between internal and external teams and departments● Responsible for feature descriptions, quarterly budgeting, and side projects with internal teams

Partnered with business teams, engineers, data scientists, and other cross-functional team members to deliver software solutions from research to market release.● Soft launched UEBA product that would eventually be incorporated into a new full product● Created roadmap for migration of an on-premise product to cloud

As part of a newly created Product department worked with engineers, business teams, data scientists, and researchers to drive creation of Spirion’s first new product in over ten years taking the company from a single on-premise product to a multi-product SaaS company.● Built new UEBA product based on initial requirements● Created roadmap and expanded features based on user feedback● Defined new product standards with UX team● Acted as Product Owner and Project Manager for nine global Kanban agile teams● Evangelized the Product team as company transformed from Engineering led to Product led

Developed deep and detailed technical specifications for designated products utilizing company standards to break down large complex ideas into simple architectures that have modular components in collaboration with customers, product management and product engineering using Agile and Waterfall methodologies. Created clear test case definitions and unambiguous acceptance criteria for Developers, QA Specialists, Software Engineering Managers, and Chief Architects among others.

● Advised creation and definition of Technical Product Architect role, responsibilities and hiring test
● Developed process/workflow documents and playbooks for Technical Product Management team
● Developed onboarding documentation for new team members
● Developed team wide metrics system for all Technical Product Managers
● Led day to day operations for the team as team leader
● Generated reports and presented to Director level with information utilized for C level meetings
● Managed team’s work, tracked status, time tables, and budget
● Managed team schedules and vacations
● Managed globally distributed cross-functional teams that collaborated virtually
● Coordinated between internal and external teams and departments
● Assisted with high level feature descriptions, quarterly budgeting, and side projects with internal teams● Developed a streamlined RMA process reducing overhead costs and complexity ● Product management for an average 11 products per quarter including writing user stories, new feature backlog management, approval and release of new features

Highest level technical support representative globally, providing support for the Communications Technical Support team, administering MailEssentials, Archiver, FaxMaker, FaxMaker Online, Kerio Connect, Kerio Operator, and OneConnect. Collaborated with the development team to find resolutions to newly encountered issues and document them for internal and external knowledge bases.● Mentored Product Specialists, assisting with cases and providing one on one advanced training.
● Coached Senior Product Specialist for Security Technical Support team
● Partnered with Security Technical Support team on legacy security product support
● Onboarded new Product Specialists
● Managed Product Specialist Group's case handling
● Acted as maintenance product owner for 7 products, documenting bugs, maintaining bug backlogs, and working with development to approve and release fixes● Mentored new Technical Support Managers (Product and Customer)
● Managed internal and external knowledge base material● Maintained technical manuals and training for 7 products

Led and participated in projects for the Technical Support Department.● Disaster Recovery remote worker program that expanded into a benefits program before enabling the closure of an office and movement to a fully remote working environment● Restructuring of support teams from an office based 2 tier structure to a 3 tier remote based structure enabling the reduction of office space requirements and a global “follow the sun” support model independent of location● Integration of acquired companies support teams and ticketing systems into existing infrastructure to streamline processes and reduce infrastructure overhead● Technical training and advisory program for the integration of a global distributor sales network into the existing technical support infrastructure to provide consistent localized frontline support to customers● Migration of support team virtual test environments into Amazon Web Services (AWS) to reduce costs and standardized test machines for issue reproduction● Creation and maintenance of technical reference manuals for 19 software products to ensure consistent and factual information availability to support, development, and product management personnel● Creation of text and video based training materials and tests to ensure consistent knowledge across global technical support and sales teams dependent on multiple technical levels  ● Developed internal processes, automation, SLAs and documentation for the technical support team and distributor support teams to reduce resolution times from 12 days to 4● Agile team member representing technical support team for alpha releases of 7 new products● JIRA database migration and integration with a new instance● SalesForce workflow and interface redesign for the technical support team including multiple tiers

Coordinated globally distributed Product Specialist Group work and represent the team in interdepartmental meetings. Oversaw team restructures, recruitment, and department support initiatives. This position started unofficially in 2015 before being recognized officially in 2016. After position was discontinued in 2017 position functions were distributed to Product Support Managers and Customer Support Managers.● Partnered with Internal IT and help desk for issue resolution and training
● Liaison with Development teams to streamline processes and create an SLA for both support and development
● Liaison with upper Management teams on support and product issues
● Championed Channel Support Manager role and responsibilities
● Mentored new Channel Support Managers
● Liaison with Channel Management team for training and support of Distributors and Resellers
● Partnered with Documentation team for additions/changes to the knowledge base, manuals, and websites
● Led Product Specialist Group (L3) meetings globally
● Managed Product Specialist Group's case handling
● Resolved issues between Distributors, L1, L2, and L3 groups
● Advised promotion of technicians to Product Specialist Group
● Vetted and interviewed potential new Support personnel
● Acted as approver and editor of new internal training

Highest level technical support representative providing support for MailEssentials, WebMonitor, and LanGuard with focus on the Western Hemisphere. Collaborated with the development team to find resolutions to newly encountered issues and document them for internal and external knowledge bases.

● Acted as maintenance product owner for 3 products, documenting bugs, maintaining bug backlogs, and working with development to approve and release fixes
● Developed batch and powershell scripts for deployment of new patches and automation of cleanup instructions as well as common issue resolutions
● Developed new fixes and workarounds for issues as they were encountered as the standard resolutions until patches were created, distributing them to frontline support as they were ready for use
● Maintained Technical Manuals and Training modules
● Resolved cases globally, liaising with remote offices around the globe as necessary to resolve customer issues.
● Mentored frontline technicians, assisting with cases and providing one on one advanced training

Provided technical support for 21 products. Responsible for working with Product Specialists and customers to resolve issues quickly and efficiently while maintaining a high level of quality customer service. 

● Maintained the Technical Reference Manuals for GFI Cloud and Wireless Security● Acted as maintenance product owner for 2 new products, documenting bugs, maintaining bug backlogs, and working with development to approve and release fixes
● Trained Support technicians in products and processes
● Developed batch and powershell scripts for deployment of new patches and automation of cleanup instructions as well as common issue resolutions
● Developed new fixes and workarounds for issues as they were encountered which eventually became the standard resolutions until patches were created, distributing them to other team members as they were ready for use
● Acted as the “Go To Guy” for IT, sales, development, customer service, training, and management for special tasks, difficult cases, and customers
● Mentored other technicians, assisting with cases and providing one on one advanced training
● Acted as backup Product Specialist for 7 products● Agile team member for new version software releases on 21 products with a focus on stability, supportability, new feature issues, and integrated bug fixes
● Evaluated cases for escalation to the Product Specialist Group
● Acted as backup leadership when management was unavailable

Provided technical support for 7 products, collaborating with Product Specialists and customers to resolve issues quickly and efficiently while maintaining a high level of quality customer service. 

● Troubleshot hardware, software, networking and mail flow issues
● Documented troubleshooting steps and created technical articles for both internal and external use● Worked on special projects from testing new chat and CRM systems to new training modules
● Resolved cases globally, liaising with remote offices around the globe as necessary to resolve customer issues
● Handled over 60% higher than team average caseload and closed cases 20% faster than team average

Subcontracted to Unisys as a Refresh Technician for Defense Finance and Accounting Services (DFAS) Cleveland. ● Worked as part of a four man team refreshing 800+ users on a strict deadline while maintaining accountability of hardware and software licensure.● Installed, configured, and supported Windows machines with DFAS standard and special software as needed.● Manually and automatically migrated user data to new machines.● Wiped old machine hard drives to Department of Defense (DOD) standards.● Tier 3 Support as part of a twelve man team supporting 3500 users locally, 120 at remote sites and 250 teleworkers.● Dell Liaison for DMI Cleveland.

Provided technical support for secure environments for the Ministry of Defense, Police forces, Homeland Security, and commercial customers. Built, installed, configured and supported Windows and Linux based desktops, laptops, servers, and networking equipment.● Worked as part of a team of four to design, configure, install, and maintain secure networks for clients that included data, video, and audio using a variety of technologies covering from a single office to an entire county● Maintained secure networks requiring 99.9% up-time with 95% of problems resolved within 4 hours of being reported● Coordinated with third-party vendors to supply and maintain needed software and hardware● Prepared and instructed classes on the use of telemetry, gave informal classes on the use and support of technology in client networks● Established networks by climbing towers, running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers, switches, multiplexers, cable trays● Worked as sole Quality Assurance member, testing circuits, equipment, and alarms; identifying, correcting, or escalating problems● Kept supplies ready by inventorying stock, placing orders, verifying receipt for customer builds● Supported end users, internal IT staff, and contractors● Tracked all Help Desk tickets across three systems for the entire company● Tracked domains for commercial clients, updating, renewing, and changing providers as necessary● Built custom hardware for the Damocles front end system allowing encrypted transmission across remote 3g accessible locations with DSL backend units

Installed and maintained communication equipment for the Battalion, consisting of four distinct units around the Columbus, Ohio area.● Prepared and instructed classes on communication, first aid, nuclear biological and chemical equipment● Part of every advance team in preparation for unit activities ranging from marksmanship training to annual training and pre-mobilization● Deployed in Operation Iraqi Freedom III in the Military Mail Terminal in Kuwait as part of a three man team responsible for overseeing the civilian and military teams who transported and handled all mail in theater and operated the post offices in Kuwait, southern Iraq and the horn of Africa in addition to duties as Information Management Officer and Communications Specialist supporting twelve different camps across the theater

Advance consultant, determining client needs, evaluating new software and hardware to meet client objectives, and co-coordinating with third party vendors to insure proprietary software meets client requirements.● Led a six man consulting team in the Columbus, Ohio area.● Troubleshoot client software and hardware while providing over the phone and in person technical support.● Installed new software and hardware on client units while maintaining client networks and NT servers.

Provide technical support as a Front line technician.● Restored original unit software, installed new hardware, troubleshoot customer units (walk in and over the phone)