Anita S. Email & Phone Number

New Braunfels, Tx, Us

San Antonio, Texas, Us

San Antonio, Texas, Us

• Managing Product development for Customer ticketing experience for Cloud & Dedicated foot print. • Created and managed multiyear roadmap for a global data layer that provided a single gateway to customer accounts, tickets, devices, and user information by indexing data from five systems to improve performance on customer data retrieval as well as consolidate three elastic search clusters to one. • Managed product strategy and vision for multiple Dedicated and Cloud customer platforms that served the needs of first call interaction, ticketing and billing experience to improve overall customer experience including streamlining deployment process for continuous deployment (CI/CD). • Developed and implemented plan to support new cloud offerings to integrate with customer applications. • Collaborated on integration project resulting from acquisitions to drive efficiencies for customer account, billing and ticket workflows. • Worked with Senior level business stakeholders and development team to reduce customer call time as well as increase call response percentage to 98% and established channel for user feedback for quick resolutions.• Published product roadmaps, prioritized product and sprint backlogs, provided product demos to business stakeholders, and optimized delivery schedules while managing competing requests

San Antonio, Texas, Us

• • Led a team of 12 developers and coached team members as well as negotiated stakeholder requirements for product delivery across disparate business units while successfully managing at least four projects concurrently ranging from $300K to $6M.• Developed Project plans, charters and managed resource capacity to drive efficiency across disparate onshore/offshore teams to deliver critical acquisition integration projects and develop global applications in a fast-paced, agile environment to increase call response to 98%, support new cloud offerings and migrate to open source infrastructure resulting in 30% operational cost.• Transformed customer support capabilities and drove project efficiency by documenting runbooks, creating user guides, automating tasks, and developing a cross-training program for developers to mitigate single points of failure.• Leverage institutional knowledge to manage the vendor relationship with Tech Mahindra for IT software development. Oversee an organization of 350 offshore/onshore consultants with full accountability for onboarding, contract management, access controls, and resource management for a $5M contract • Guide and establish policies in collaboration with the executive team to support the transition, mature processes and streamline operations to track SLAs, financials, contract governance and program reviews• Help establish new workflows for resource management, change management, project intake, time tracking, project tracking, organizational hierarchy structure to align with the needs of business and management, and help define strategies to address attrition• Organized and provided engagement ideas for team members to promote networking and relationship building across multiple teams. For 3 years served as a board member as well as Leader for steering committee for ‘Rack Gives Back’- an employee resource group.

San Antonio, Texas, Us

• Supported VP of Technology and Director level leadership organization of 450 resources with budget forecasting, resource management, project planning, cost cutting exercises, supply chain management, and engagement events in conjunction with BSA and Technical Product Management responsibilities.• Managed the travel budget between $400K - $700K and ensured budget optimization in terms of resources, tools, and staff distribution and delivered $70K in cost savings through an optimized license management effort• Revised the existing hiring and termination processes to improve data management and support an organization of 60 leaders in better managing their teams and developed an end-to-end project management process to encompass all phases from research to project approval• Helped develop the website for online donations to Rackspace’s annual Thanksgiving food drive campaign serving 1500 families in the community • Mentored an intern to drive a project to consolidate dashboards across the IT organization to improve visibility and management of KPIs and enable business decisions based on delivery metrics

San Antonio, Texas, Us

• Developed product roadmap for multiple customer portals to adapt standard helix design web components to achieve consistent user experience across all portals.• Evaluated ROI on customer facing business ticket template requests and collaborated with engineering team to deliver the templates • Developed features to update billing system to support dedicated footprint with established constant feedback loop with global stakeholders and created training guides for business users.• Supported a distributed team onsite/offshore, to develop a new version of a home-grown business automation system for alerting and monitoring server workflows and also created and managed the intake process for a group of three agile teams.

Irving, Texas, Us

• Developed enhancements to the Vision Healthcare Claim Management system at EMDEON and collaborated on integration projects between Vision and various systems and helped with migration from SQL to SAP HANA.• Managed product enhancements for customer data management system at Rackspace from Accounts, tickets, devices circling feedback with senior business leadership on a regular cadence.

Findlay, Ohio, Us

London, Gb

In

M.S, Environmental Health Science

Bachelor Of Technology (B.Tech.), Chemical Engineering