Chris Exley Email & Phone Number

Cambridge, Ma, Us

Providing coaching for additional teams in Broad IT Services (BITS). Evangelizing Agile across the institute.

Cambridge, Ma, Us

Expanding the Agile journey of the Broad IT Services (BITS) team, providing Agile coaching services to teams in BITS.

Cambridge, Ma, Us

Accelerating the Agile journey of the Broad IT Services (BITS) team, providing infrastructure products to the entire Institute.

Burlington, Massachusetts, Us

Leading product, quality assurance, and support teams in a transparent, open, and trusting environment implementing high-performance Agile methodologies. Providing guidance for the entire development group for the company's premier product line, including establishing the roadmap, populating the backlog, grooming, and sprinting.• Fully integrate the technical team from an acquisition into all tools, processes and procedures to derive maximum value fastest• Take on and improve performance for the technical team supporting and developing the flagship product line, improving productivity, and increasing velocity• Continue coaching the entire company in proceeding forward in their Agile journey

Burlington, Massachusetts, Us

Building a world-class Customer Success organization for an established player in the biometrics software space. Facilitating and leading the transformation of the technology organization into an Agile team implementing processes and tools to ensure accurate, up-to-the-minute visibility into the status of products and projects.• Evaluate, select, configure, implement, operate and maintain tools supporting a closed-loop process for resolving customer inquiries and issues• Build a culture of data-driven metrics, accountability and continuous improvement• Partner with cross-functional stakeholders to create meaningful processes in support of overall organizational goals and objectives

Coach Agile teams in Scrum and Kanban theory and practice. Conduct all Scrum events with the team and all stakeholders. Suggest improvements to the implementation of the process. Keep top management apprised of activities and progress.+ Assist with partner relationships as a special project for top management.+ Re-orient the team to properly implement and conduct Agile processes.

Building a culture of transparency and excellence to enable the company to scale. Implementing Agile development methodology to establish predictable releases of high-performing, quality software. Taking the system to the latest technology stack and cloud infrastructure to ensure robust, highly available SaaS services to clients. Building cloud intelligence into the solution to modernize, simplify, and streamline features, functionality, and performance.• Brought an external Engineering team into the company, melding it seamlessly into the culture and facility to ensure all stakeholders are constantly aligned with team activities, priorities, and progress where no awareness existed before.• Effectively implemented Agile Scrum to measure the work coming on to the team and the team’s performance in completing it.• Built a solid partnership with Product Management to ensure total alignment with strategic direction and client imperatives.

Billerica, Ma, Us

Leading a team of 40 Engineers, Program Managers, and Technicians in the design, development, release and deployment of x-ray scanning equipment for border and facility security. Set goals, track progress, provide feedback and guidance, and highlight success for all team members. Develop department and corporate product and technology strategy; manage day-to-day activities and makes crucial tactical and strategic decisions; build career plans and promote opportunities for team members; build and manage departmental budget in excess of $11MM; conduct customer interactions both in-house and onsite to internalize customer needs, desires and concerns.• Built a highly accurate, predictive resource planning model using actuals data to ensure accuracy in staffing projects and programs, increasing on-time delivery by 8%.• Implemented Engineering initiatives to return materials quality, manufacturing, and outgoing test to expected levels of performance by placing high-level Engineering leaders into Supply Chain, Manufacturing, and Quality organizations, driving improved product performance and quality in the field.• Maintained and promoted Lean Product Development practice throughout the company via internal training sessions, rigorous encouragement, and regular review and adjustments, leading to predictable product performance and behavior and faster design completion with reduced waste.

Courbevoie, Ile De France, Fr

Supervised teams of Factory Software Engineers in development of Driver License Issuance Systems including Factory Job Management Software, Print Services Software, and Factory Communications Software Development teams and Legacy Factory Software Support team in analysis, scope, and development of enhancements for all customers leading to new sales, larger deployments, reduced cost, increased margin, and enhanced operational flexibility. Created and implemented software processes (product specification, development and deployment) for multiple product lines that expanded the market potential of the solution, guaranteeing on-time, full featured, on budget deliveries for 41 states. Streamlined and coordinated delivery performance with focus on quality parameters and reusability, and managed the projects. Collaborated with executives, vendors, and stakeholders to drive product and technology roadmaps, requirements, and procedural standards. Also Managed Enrollment, Kiosk, Server, Document Authentication, Print Services and Facial Recognition software development teams and hardware team in analysis, scope, development and delivery of enhancements leading to new customers, larger deployments, reduced cost, and increased margin.• Reduced delivery effort by 10% across teams by introducing Agile Scrum, enabling the software team to grow from 40 to 50+ engineers while maintaining iterative and rapid development through self-organizing and collaborative teams, and establishing continuous improvement of the Solution Development Life Cycle process.• Established streamlined process for obtaining proper Engineering support for critical customer deployment issues, ensuring rapid identification and resolution of key customer escalations.• Saved license fees, reduced contract engineering costs, and brought fundamental expertise in-house to eliminate dependence on third parties and establish effective differentiation among competitors.

Courbevoie, Ile De France, Fr

Managed product roadmap, development, release engineering and deployment for Driver License Enrollment and Issuance Solutions which included front-office equipment (desktop computers, signature pads, cameras, scanners) and back-office equipment (enterprise servers, SANs, private networks and circuits, VPNs, etc.) to thousands of branch offices and data centers in 41 states. Managed all product delivery schedules, specification reviews, planning, budgeting, and resource allocation. Held responsibility for the design, integration, and scheduling of all third-party product integration and support.• Launched new processes and document templates to streamline and optimize solution designs and technical specifications, guaranteeing alignment between the company and customers, reducing requirements elicitation timeframes by 20% and reworked/missed requirements by 15%.• Developed and executed resource planning to ensure team capacity grew in alignment with company necessities to meet customer demand leading to full staffing of all projects and improved customer satisfaction.✰ ✰ ✰ ✰ ✰ ✰ ✰ ✰CORE COMPETENCIES: Software Design/ Development, System Architecture, Product Management, Scalability, Requirements Analysis, Functional Specifications, Business/ Systems Analysis , Project Delivery & Management, SDLC, Thought Leadership, Knowledge Management, Training & Development, Mentoring, Cross-Functional Team Management , Employee Engagement, Resource Management, Application Development, Software Development, Project Lifecycle Management, Software Delivery Management, Strategic Planning & Enablement, Process Improvements, Release Management, Customer Satisfaction, Risk Management, Crisis Management, Need/ Gap Analysis, Complete Project Life Cycle, Testing

Us

Accountable for the overall leadership and direction of Narad Networks Service offerings, and oversight related to Customer Service including new product deployment, customer satisfaction and support service delivery, and revenue and resource management. Proactively developed and managed operational processes to address internal/external issues including escalations, customer retention, and service excellence. Ensured customer feedback is systematically communicated internally to enable ongoing improvement of products and services. Established best-in-class programs providing maximum value to customers for their technical support and maintenance investment.• Established a technical publications function, authoring and maintaining all customer technical documentation on all products, guaranteeing customer access to accurate, relevant technical content.• Instituted a closed-loop process to replace all failed products in the field, from notification through installation of new unit, to return of failed unit and reporting failure analysis to customer to avoid recurrence and maximize up time.• Designed and established a 24x7x365 Call Tracking System, ensuring receipt of every customer contact regardless of time or geographic location.

Provided executive leadership for a $2 million+ Support and Customer Service infrastructure, serving more than 60 employees and tens of customers. Led operations and strategic direction with full responsibility for bottom line factors, including long range planning, infrastructure improvements and service delivery. Managed customer issues through product sustaining and enhancement within Engineering, promoting solid performance and improved integration within customer environments.• Established a comprehensive training program, including courseware, curriculum, and logistics, reducing call volume by 15% through a well-educated, proficient base of hundreds of customer staff.