Technical Program Manager – Platform Manager Oversaw interactions between the Global Tech Platform and app development teams across various programs. Acted as the primary contact for the Platform team within the App Development organization. Led technical discussions for active and nearly finished projects. Managed the timing of interactions between the Platform team and App Development teams.Technical Program Manager – Central PMO Directed multiple infrastructure and internal programs. Established processes for timing and workflow at the organizational level. Partnered with PMO colleagues on large cross-organizational projects.

Senior Project Manager Led large-scale IT projects that delivered significant enterprise benefits, including: Enterprise-wide Wi-Fi PeopleSoft HRIS Upgrade Commerce Processing Platform Migration Corporate Gift Card Program Back-end POS Infrastructure Fostered collaboration with engineering teams by sharing a passion for technology and working together on potentialsolutions. Actively listened to address any issues, which strengthened relationships. Leveraged expertise as a strong advocate and communicator to drive the adoption of PMO-established practices andprocesses. Demonstrated how to optimize efficiencies, promote process reusability, and ensure projects align withstakeholder goals. Navigated a change-resistant environment by promoting continuous improvement and encouraging the adoption ofenhanced capabilities across the business

Program ManagerAzure Networking Program Manager, 7/2015 – 10/2015 Led the resolution of complex issues during the development of a critical cloud platform, quickly gaining advanced cloudcomputing and networking knowledge with the help of a top-tier team. Maintained high success rates by implementing ITIL-based practices for rapid Incident Management. Managed process improvements in a high-paced environment, overseeing the transition from multiple legacy systems toa unified system. Conducted system behavior analysis, resolved issues, and provided effective solutions. Acted as the primary problem solver for leadership’s top priorities, using analytical skills and cross-team collaboration todeliver comprehensive solutions.

Microsoft, Global Networking Services (GNS) Service Manager, 2/2014 – 6/2015 Program Manager for Lync and Skype: Led the development, planning, and release of network products and services,including overseeing live site support and outage management with a focus on root cause analysis. Applied Incident and Problem Management expertise to transform the organization's informal approach to ITIL into astructured Post Incident Review/ Post-Mortem process. Developed and formalized procedures, performed data analysis,and established controls to enhance readiness for regular Incident data reviews, which were attended by seniormanagement. Partnered with vendors to define and implement reporting requirements for device-generated data, crucial formonitoring and optimizing network performance to ensure an exceptional customer experience.Microsoft, Service Manager Lead, 2/2013 – 2/2014 Supervised a team of nine Service Managers to deliver ITIL services and support for MSG, which developed software forMicrosoft's data centers. Tackled critical challenges in an underperforming organization to enhance mission delivery. Redirected difficult customer conversations to actionable topics, using intuitive skills to manage and de-escalate risingtensions. Acted as a client education facilitator, communicated challenging news, and addressed customer dissatisfaction. Focused on coaching Service Managers to build their skills and confidence, enabling them to handle a variety of productsat different stages of maturity. Served as “SELT Champion” for Problem Management and BCP Horizontal functions. Created and implemented a plan to transition the Service Management function from an OPM/TPM role to a horizontallyfocused “Process PM” role.

In a customer-facing role, led and supervised a team of nine Service Managers in the delivery of ITIL services and support for the MSG organization that created software that ran Microsoft's enormous data centers. Addressed key challenges for an under-performing organization that was failing to deliver on its mission. _ Diplomatically and subtly redirected difficult customer conversations to factual, actionable topics and actions. Used my intuitive skills to sense and gauge rising tensions in a room. I was able to leverage this ability as either a client education facilitator, the face of bad news, or the vector for customer dissatisfaction. _ Prioritized and dedicated significant time to coaching my Service Managers to build skills and confidence, so they could support a wide variety of different products at different levels of maturity. _ Served as SME and primary POC for Problem Management and BCP Horizontal functions. _ Created a plan to transition the Service Management function from an OPM/TPM role to a horizontally focused “Process PM” role. This transition would serve both to help the organization support its customers more comprehensively and steer the Service Managers onto a much better-defined career track at the company. We did not evaluate success in dollars, but rather improvements to team and org performance and retention of top performers.

Microsoft, Business Manager, Manageability Services Group (GFS), 12/2010 – 02/2013 Fulfilled roles such as Chief of Staff, Strategist, Financial Analyst, and Enterprise Architect as needed. Coordinated efforts across various business units, including Engineering, Finance, HR, and Marketing. Represented the General Manager, handling complex information and earning senior management's respect. Collaborated with senior management on business planning, including Monthly Business Reviews, Quarterly All-HandsMeetings, and weekly Leadership Staff meetings. Assisted in workforce planning for over 80 employees and 50 contractors.

Yahoo!, Advertising Service Engineering PMO, 12/2009 – 12/2010 Led a globally distributed team remotely, driving financial, process, and service engineering improvements for a globaladvertising platform to enhance site performance, stability, and reduce costs. Oversaw release planning and conducted lessons-learned reviews. Implemented a metrics-based approach to increase accountability, and improve visibility and clarity of deliverables andKPIs for a team of project managers, analysts, and datacenter/capacity planners. Partnered with Yahoo's VP to develop and implement operational and execution frameworks.

Yahoo!, Product Integrity Program Manager, 10/2008 – 12/2009 Directed remote teams to support product development and enhancements, ensuring enterprise-wide site performanceand availability in collaboration with senior directors. Leveraged large data sets to manage engineering operations effectively and mitigate product risks.Yahoo!, Media Suite Program Manager, 8/2007 – 10/2008 Led a cross-functional, matrixed team to provide end-to-end program management for multiple, overlapping projectreleases of cutting-edge site development tools. Ensured business alignment with strategic, tactical, and operational goals, delivering valued capabilities and services tocustomers.

- Comprehensive Business Unit Management: Assumed overall Vision and Technical, Budget andPersonnel management for Employee Intranet Portal.- Budget Management: Directly managed $2M budget.- Personnel Leadership: Managed remote team of 10. Managed matrixed team of 20- Evangelism: Advocated for application and data integration of other enterprise applications intoEnterprise Portal.- Enterprise Scope: Teamed with Enterprise Architecture and application platforms on corporate ITprojects and initiatives.- SDLC: Managed project using SAIC’s implementation of the Software Development Lifecycle.Created all project documentation. Assisted in creation of technical development and testdocumentation.- Requirements: Wrote, led reviews, and managed lifecycle of functional and non-functionalrequirements.- Use Cases: Wrote, diagrammed, and presented Use Cases to project and corporate management.- Subject Matter Expertise: Provided business and technical guidance throughout project based onexperience on other projects and on industry best practices.- Test Cases/Test Procedures: Worked with QA/Test and project teams to identify test cases andwrite test procedures in order to validate functional and performance requirements.- Testing: Performed full suite of functional and regression tests in demo environment prior todeployment to QA environment for testing by QA/Test team.- Defect Tracking and Issue Management: Worked with project team and sponsors to prioritizeoutstanding issues; developed strategies for mitigation and consolidation of fixes and testing.