Edward Radcliffe Email & Phone Number

Lewiston, Maine

• Translated feature and functionality requests into user stories within the team’s backlog while managing, ranking, and prioritizing this backlog to reflect stakeholder’s requirements using JIRA
• Worked cross-functionally to ensure features and functionality delivered by the development team drove optimal ROI
• Conducted internal user workshops to gather feedback about in-process solutions to ensure maximum value upon delivery
• Advocated and acted as the SME to transition project management & software development to use Agile methodologies
• Plan, manage, and gather resources for all phases of testing, including Beta, UAT, integration and performance
• Defined short & long-term vision for the department while providing updating status at regular intervals to enable transparency of project status

• Worked with internal team to develop and build a custom version and deployment strategy for a MSSQL based data warehouse, including migrating a 500gb database to a Visual Studio SQL project
• Developed custom analytics and data visualizations to ensure business users could make informed, analytical decisions regarding all facets of their operations
• Created user stories that defined user requirements and their associated acceptance criteria

• Implemented a key revenue generation program that spanned multiple sales & support organizations that leveraged organic, every-day support calls into revenue generation opportunities
• Lead strategic business analysis to combine overlapping projects into single, unified initiatives that reduced costs and delivered results faster
• Lead up to 10 simultaneous projects in varying life cycles and project management methodologies, specifically hybrid approaches with Agile and Waterfall
• Created and launched an entirely new position within a Customer Care organization that offloaded and streamlined non-critical sales work. This led to a 16% increase in booking rates MoM
• Assisted with launching a completely revamped Project Management Office (PMO) process including building out a suite of support documentation to be used across an organization of 300 people

• Acted as SME for the companies first market released hardware solution, the Carbonite Appliance
• Worked within an agile environment to prioritize and groom outstanding defects or feature requests while acting as the voice of our customers using Rally
• Coordinated releases and any applicable training for a support team of 100+ agents
• Conceptualized and implemented ongoing monitoring of customer health metrics to ensure proactive issue resolution
• Used a full suite of robust analytics, provided feedback and suggestions to the Software Development team, and advocated as the voice of customers for what features, functionality, or defects needed to be implemented.
• Architected new continuous feedback loop with the development team to perform in-depth analysis of issues, bug reports, and generate actionable insights for the overall health of product release increments

• Reported customer facing defects to engineering and product management
• Owned complex technical issues over 5 product lines to solution
• Provided scalable solutions to new issues to reduce escalation and cost