Program Manager in Upstream Product Safety Control

18 month contract working at Microsoft

New role at TMobile starting 11/12

Project Manager Consultant on dedicated Project through Wipro LTD at Microsoft. Used understanding of Customer Support and data-driven processes to gather and deliver a Key Performance Indicators (KPI) inventory that spans the broad range of product teams, Customer Service and Support (CSS) and MSEG across Microsoft. • Established rapport and met with product team leaders across Microsoft to gather KPI information including disparate terminologies, definitions and calculations for key measures that form business decisions.• Assembled KPI information into intuitive and usable formats using Excel with Pivot Tables and multiple analytic views in PowerPoint for review and presentation. • Presented findings and big picture recommendations of the variations in KPIs that exist across the company today. • Performed analysis and validations while maintaining a “politely persistent” attitude and drive in working with stakeholders across multiple teams at Microsoft to get key as is and to be states for customer support experiences.

Program Manager and “wearer of many hats” for start-up Stewardship Organization responsible for outreach and ongoing management with law enforcement and pharmacy businesses managing Secure Medicine Return programs in multiple counties in Washington and California. • Successfully created relationships in King, Snohomish, Pierce and Kitsap counties for hundreds active collection sites.• Lead data analyst who gathers data and administrates database required by DEA and board of pharmacy for compliance. • Lead on creating measurement metrics• Wrote functional specification and business requirements for implementation of CRM data management system.• Train staff on protocols for installation, documentation, compliance, and overall operations of collection units• Manage all contract initiation and updates with hundreds of partners

PM consulting role driving security patching programs across partner organizations driving multiple communications streams and maintaining initiatives in SharePoint.

Freelance position to capture and organize company data into a workable database for customer outreach, billing, scheduling and retention. Also worked as arborist consultant and arboreal sales.

Program Manager (as Vendor) for Volume Licensing Software Assurance Benefits (SAB) Redmond WA Working with Software Assurance Benefits team managing the addition and retraction of Software Assurance Benefits to Volume Licensing Partners. • Led and managed the SAB portion of large cross functional projects for TechNet retirement and Enterprise Cloud Suite launches through all launch tollgates using Six Sigma based FMX Project Management framework.• Wrote and maintained critical operations and readiness documentation for SAB Program • Managed escalations and delivered solutions for large order $15M+ benefit calculations

• Worked on the Registration and Provision team managing feature additions to forward and reverse supply chain services. • Ran daily stand up (scrum) and triage with a team of 15 Dev, Test, and SE resources for planning and issue escalation. • Project managed 2 to 4 week increments of work (Agile) using MS Project, Critical Chain Project Management and Kanban to track and drive development and keep release cycles on time and within resource allocations. Short contract duration due to Microsoft purchase of Nokia and re-org of supply chain projects and priorities.

• Drove Business and Finance SharePoint requirements gathering and definition for SharePoint development, driving execution and timing of plan, implementation of site and gathering user feedback. Continued content management and maintenance of SharePoint data.

• Managed monthly sprints for solutions engineering team working on bug fixes and feature requests of four content management tools.• Ran weekly triage for bug escalation, worked as liaison to customers with Dev, Test and Build Engineers through TFS.• Gathered requirements and wrote functional specs for features or tools including workflows, UI and platform diagrams. • Performed release management and outbound communications releases and created sprint summary reporting. • Refined processes and kept documentation up to date on SharePoint site.

• Led projects in process improvements, internal systems upgrades and platform migration across 12 functional areas of online production.• Performed gap analysis, and gathered requirements for process improvement and training for ecommerce platform migration to Digital River gC CMS system as well as internal team tools including SharePoint and TFS.• Gathered task and durations across 12 functional teams to create tiered project plan templates to manage the launch of tier 1, 2, and 3 products and campaigns into the online store.• Successfully project managed tier 1 product and campaign launches

• Became Subject Matter Expert (SME) and created and maintained product documentation and SharePoint site for launch and initial run phase of internal CRM tool, Spinnaker Plus.• Conducted online user trainings, provided help desk support, performed UAT testing, troubleshooting and solved customer issues for tool used to track Microsoft technology adoption worldwide.

Customer Feedback Management (CFM) group member responsible for engaging product groups, to collect feedback data, data-mine, categorize, report and assist groups in understanding verbose customer feedback for Microsoft online properties and software products. • Educated and evangelized use and effectiveness of CFM data-mining capability with product teams.• Partnered and on-boarded dozens of product/business groups with CFM service, including; MSN Games, Xbox, MSN Entertainment, Windows Live OneCare, MSN Research, Microsoft Dynamics.o Managed and refined methods for data mining open ended verbatim in survey data. o Reduced the cost per verbatim from $.90 to less than $.05 per verbatim handled.• Delivered targeted, timely and focused customer listening reports on a weekly and monthly basis.• Created actionable data that product group used to build more customer centric products.• Worked with third-party software vendor, Overtone (Island Data,) to refine their data-mining and reporting tools.• Worked with Microsoft Research Asia (MSRA) to build an in-house feedback categorization application that has been adopted by 40+ product teams across Microsoft. o Contributed to design, testing and refinement of internal customer feedback data mining tool, MyMFE (Microsoft Feedback Explorer) developed in conjunction with Microsoft Research Asia. • Presented at Customer Feedback Conference 2008 in Atlanta.

Certification Specialist 2002 -2005Communications Associate for housing agency communications department leading and managing internal and external communication initiatives. Case Manager for Housing Choice Voucher Program or Section 8 with caseload of 385 families.

• Wrote and implemented business plan to freely distribute and sell third party software in Real.com/Accessories site.• Negotiated 80% margins on third party products that produced $20 Million in annual sales revenue and accounted for 56 percent of consumer product revenue for year 2000 and exceeded quarterly revenue goals for 10 quarters.