James Steinberg Email & Phone Number

Menlo Park, Ca, Us

Leading a team of managers and engineers in delivering IT Operations services to Meta Reality Labs and the entire PNW region.

Menlo Park, Ca, Us

Zug, Ch

• Worked directly with Agile Center of Excellence in Agile transformation.• Lead 5 global Scrum Teams involved in Software Development.• Taught Scrum Product Ownership to all project managers within organization.• Reinforced Agile best practices across the organization.• Interviewed and trained all incoming Scrum Masters for the organization.

Zug, Ch

• Process Improvement: Completely overhauled process to follow Agile Principals. Removed engineers from unnecessary meetings and engagements. Result: Improved velocity and transparency.• Service Team in Agile: Team supported 7 different projects as a DevOps Group. Worked with other Product Owners in company to setup communication channels, and SCRUM of SCRUMS.• Backlog Consolidation: Consolidated seven backlogs into single DevOps backlog allowing for proper velocity tracking and prioritization. Result: Clear understanding of backlog of work and increased velocity.• Dashboard Creation: Created dashboards in Azure DevOps and OpsGenie to allow visibility into team progress, milestones, incident resolution, and product roadmap. Results: Stakeholders could easily see the amount of work completed and the health of the applications.• ASM Migration: Migrated team from Rally to Azure DevOps to allow for better tool integration with the move to Azure Kubernetes Service. Result: Increased velocity due to ease of use with AKS.• On Call Rotation: Created a DevOps on call to respond to a dedicated slack channel so that developers could reach out to the DevOps team and receive a response from a dedicated engineer. Result: Increased velocity, and clear process for escalation.• Planning and Prioritization – Responsible for prioritizing items for seven different product owners for products DevOps supported. Result: Transparency and clear expectations set across all products.• Bleeding-Edge Technology: Worked with bleeding-edge technology such as various types of containerization, such as Kubernetes and Rancher. Result: Hands-on knowledge working with these technologies.• Kubernetes Migration: Assisted Senior DevOps Engineer with planning and estimating migration from Rancher to AKS. Result: Hands-on knowledge working with Kubernetes.

Zug, Ch

• User Stories: Responsible for creating all user stories, features and epics. Created user stories with clear acceptance criteria. Result: Reduced stress on development, and increased velocity.• Sprint Meetings: Responsible for facilitating Story Grooming and Sprint Demo. Worked with development team to groom stories and demo work every sprint. Result: Clearly understood and ready stories, and properly organized sprint demo's.• Requirements Gathering: Responsible for gathering requirements from design, marketplace feedback, and stakeholders. Result: Requirements entered into backlog in iterative user stories for completion by development team.• Team Charter Creation: Worked with Scrum Master to create Definition of Ready, Definition of Done, and Working Agreement. Result: Team had a clear understanding of expectations and became self-managing.• Backlog Prioritization: Worked with client product manager, stakeholders, and design to set backlog priority based on marketplace feedback and roadmap. Result: Clear understanding of priority across departments and teams which allowed for proper forecasting and milestone creation.• Training: Trained Client Product Owner on proper SCRUM principals, and how to work with the team to not disrupt work in progress. Result: Increased velocity from development team.• UX and Design: Established working relationship with UX and design team which were out of State to create prototypes and better set expectations based on backlog priority. Result: Prototypes created to assist developers.• Stakeholder Communication: Worked with senior business stakeholders to communicate current priorities in response to marketplace feedback. Result: Transparency across the organization of product status.• Marketplace Feedback: Worked with beta customers to obtain product feedback. This included Known bugs, feature enhancements, and product roadmap. Result: Customer issues being addressed, and proper backlog prioritization.

Zug, Ch

• User Stories: Responsible for creating all user stories, features and epics. Created user stories with clear acceptance criteria. Result: Reduced stress on development, and increased velocity.• Sprint Meetings: Responsible for facilitating Story Grooming and Sprint Demo. Worked with development team to groom stories and demo work every sprint. Result: Clearly understood and ready stories, and properly organized sprint demo's.• Requirements Gathering: Responsible for gathering requirements from design, marketplace feedback, and stakeholders. Result: Requirements entered into backlog in iterative user stories for completion by development team.• Team Charter Creation: Worked with Scrum Master to create Definition of Ready, Definition of Done, and Working Agreement. Result: Team had a clear understanding of expectations and became self-managing.• Backlog Prioritization: Worked with client product manager, stakeholders, and design to set backlog priority based on marketplace feedback and roadmap. Result: Clear understanding of priority across departments and teams which allowed for proper forecasting and milestone creation.• Training: Trained Client Product Owner on proper SCRUM principals, and how to work with the team to not disrupt work in progress. Result: Increased velocity from development team.• UX and Design: Established working relationship with UX and design team which were out of State to create prototypes and better set expectations based on backlog priority. Result: Prototypes created to assist developers.• Stakeholder Communication: Worked with senior business stakeholders to communicate current priorities in response to marketplace feedback. Result: Transparency across the organization of product status.• Marketplace Feedback: Worked with beta customers to obtain product feedback. This included Known bugs, feature enhancements, and product roadmap. Result: Customer issues being addressed, and proper backlog prioritization.

Zug, Ch

• Applications Delivery: Delivered two very successful mobile applications for a Fortune 100 technology company. Result: Delivered both applications before deadline and 15% under budget.• Global Communications/Strategy: Built working relationship between offshore and onshore development resources. Result: Increased productivity between teams. Application completed 3 weeks before deadline.• Client Management: Built a great relationship with our client delivering on time and under budget. Result: Client happy with applications – has agreed to create a v2 with additional content. • Leadership: Seen as a dynamic leader able to adapt to working within different cultures and able to manage vendors throughout the U.S. Result: Increased confidence of the onshore project managers.• Brand Management: Worked closely with client design team to ensure branding was properly established within applications. Result: Client very satisfied with work completed by our team and decided to sign an ongoing maintenance agreement.

Zug, Ch

• Change Management/Process Enhancement: Provided process improvement to closely follow ITIL standards. Result: Drastic labor savings of ~5 hours/week for 5 employees (Stretch ROI: Savings of ~$125K/ annually). • Email Archiving Leadership: Supported/assisted design of Email Archiving Solution. Result: Reduction of 4TB of storage space saving ~$36K/annually in storage fees. • Managed Service Provider Management: Managed relationship with outsourced Managed Service Provider (MSP). Result: Personally reviewed contract to ensure provision of increased level of service provided by MSP for no additional cost.• Enterprise Lync/Exchange Support: Supported Lync 2013 / Exchange 2010 environment. Result: Supported 2,500 users with 99% uptime.• Skype for Business Project Proof of Concept (Virtualized Communications): Assisted in Skype for Business deployment and pilot. Result: Saved $50K/month in conferencing fees. Provided a more stable email archiving solution saving time and money.• Vendor Management: Worked with outsourced vendors to provide training to end users. Result: Worked with vendors to provide free training for end users saving thousands of dollars. Ensured consistency in vendor relations and contracts. • Process Management: Simplified a complex change process. Result: Reduced total number of meetings and freed up ~5% total labor. • KPI Development: Establish KPIs and reports on product adoption. Result: Increased adoption of key performance indicator behavior.• Change Management: Enhanced change management process to follow ITIL. Result: Reduced change meetings from 5 hours/week to 1 hour/week for 20+ employees. Improved change management process saving both employee time and money.• Process Enhancement: Rebuilt all company distribution lists to be automated and follow a particular format. Result: Distribution list help desk cases reduced by 50%+ saving many hours of labor.

Seattle, Washington, Us

• Fortune 100 Managed Services Support: Personally managed group providing Microsoft Managed Services to Fortune 100 companies globally. Result: Gained critical insight into offering solutions to large/enterprise customers.• Agile Leadership: Worked directly with our development team building new monitoring tools with automation capabilities using Agile methodologies. Responsible for gathering requirements and bug creation. Result: Drastically saved operational expenses and made product more reliable. • KPI Development: Established metrics and KPIs to drive performance/accuracy/accountability. Result: Team became more accountable. Processes were more closely followed. Customer downtime decreased. Improved employee morale by instituting events committee and starting weekly 1:1s and a rewards program.• QA Team Development: Built a QA Team to review engineer work to ensure proper procedures were being followed. Result: Improved overall quality and consistency of work. • Incident Management: Responsible for Incident Management. Result: Worked with leadership to change our incident management processes. Reduced ticket assignment times by 50%.• Operations Management: Managed day-to-day operations team of 70 people in Seattle Delivery Center. Architected process designs and managed knowledge transfer. Responsible for employee management and review process. Result: Created new processes, staffed Operations effectively, increased employee moral saving thousands of dollars per month. • Process Enhancement: Interacted globally to ensure unified processes and procedures across all delivery centers. Result: Ensured a consistent delivery to our customers across all of our global sites.• Delivery Center Development: Assisted in the creation of new delivery centers in EMEA and APAC. Result: Enabled business growth by providing centers in countries with data restrictions and citizenship restrictions.

Seattle, Washington, Us

• Pilot Project Leadership: Managed a very large pilot customer with a very complex infrastructure. Result: Pilot went so well they signed a five-year agreement worth millions in revenue.• Client Management: Acted as a trusted advisor to a portfolio of Fortune 100 clients across the globe. Worked with client to build and establish a RACI, review contracts, and set expectations. Result: High client satisfaction, reduced improper incident routing.• Client Expert: Responsible for being technical expert of client infrastructure to support our operations team. Managed over 500 servers across many customers understanding each client's unique situations and requirements. Result: Quick incident escalation and reduction of false positives.• Knowledge Base: Built knowledge base in SharePoint for each client with specific client details to allow the operations team to quickly diagnose and resolve issues. Result: Reduced incident times and fewer escalations to senior team members.• Lync Engineer: Responsible for providing senior knowledge for all Lync issues company-wide. Supported over 50 unique Lync environments globally. Result: Increased uptime and customer retention.• Prioritization: Set prioritization and priority expectations with the client. Escalated incidents and problems within expectations communicated to the client. Created communications matrix to establish client side escalation protocols during business hours and after hours. Result: Clear understanding of responsibility and priority set with client.• Sales Engineering: Provided support to sales team when client contract was expiring, or infrastructure was aging. Result: Increased sales across the client portfolio.

Seattle, Washington, Us

• Operations Management: Created daily operations, processes, and procedures. Result: First employee hired. Personally helped grow company from $200K in annual sales to $2M+. • SOP Leadership: Established SOP for Service Desk as well as Professional Services. Result: Increased operational efficiency. • Professional Services Leadership: Led Professional Services and Managed Services Team. Result: Personally developed all operational procedures for our service desk and professional services group.• Pricing Model Leadership: Established pricing model for pro services as well as managed services. Result: Ensured viability of business model and profitability. • Sales Engineering: Provided sales engineering for all large-scale projects. Result: Increased revenue by providing support for large complex projects.• Remote Monitoring: Designed and implemented remote monitoring/management and ITSM. Result: Proper incident management and time tracking for employees. Allowed automated monitoring of client environments.• Professional Services: Directed and participated in Storage Area Network, Exchange, Lync, Enterprise Voice, and System Center design and deployment. Result: Increased revenue from offering more complex projects. • Personnel & HR Management: Hired all new employees. Established account management process and job descriptions. Result: Only recruited the highest quality talent.• Product Development: Built our Lync Enterprise Voice offering. Result: Spearheaded development of key offering.

Seattle, Wa, Us

• Business Development: First employee of Seattle Computing. Assisted with key buyouts and integrations. Integrated acquired companies. Migrated all assets and customers into our existing systems. Built a repeatable process. Result: Integral employee in increasing sales from $200K annually to $7M+ in 4 years. • IT Operations Management: Designed and implemented ITSM Solution, Finance Reporting, and Internal IT Operations. Result: Designed daily operations and workflows/SOP.• Automation Design: Designed/deployed Monitoring/Automation System to 4,000+ endpoints. Automated patching across 4,000+ assets and 100 customers. Result: Dramatic increase in monthly revenue. With Automation we were able to increase our monthly revenue by $75K.• Documentation: Designed documentation system/knowledge base for Help Desk Engineers. Result: Reduced help desk service tickets time to close by 5+ hours on average. • Professional Services Leadership: Worked with engineering to gather requirements. Managed professional services team. Communicated with clients and stakeholders to schedule installs/upgrades. Worked with clients to set expectations. Scheduled resources for various parts of installs/upgrades. Provided senior technical support if necessary. Results: Delivery excellence. Installs and upgrades completed with minimal to no interruption in business services.• Service Desk Leadership: Developed all service desk operational policies, our SOP, and our employee handbook. Result: Wrote SOP for the service desk. Built SLAs and OLAs.• Merges and Acquisitions: Designed a process for acquisitions working with external M&A partners. Worked directly with acquired companies to onboard employees and customers into Seattle Computing. Delivered daily status updates to CEO on progress of integration. Result: Allowed the CEO to focus on continuing to grow the business.

Seattle, Wa, Us

• Product Management: Built Lync practice created Enterprise Voice as a Service. Managed and performed all Microsoft Lync deployments. Result: Increased product catalog offerings for business to market.• Solutions Design: Designed and tested all new offerings to customers. Involved in bleeding-edge technology as a beta partner for Microsoft. Provided clients with cutting-edge solutions. Result: Offering solutions no one else on the marketplace was able to offer. Increased our product catalog for the business to market. • Senior Engineer: Level 300 knowledge of AD, Exchange, Office365, and Lync. Escalation point for all engineers. Result: Provided exceptional support, and reduced costs by not having to call our partners for assistance.• Disaster Recovery (SaaS): Designed and Implemented Backup Solutions for internal and client use. Result: Increased product catalog offerings for business to market. Brought Seattle Computing into the SaaS marketplace.• Vendor Management: Managed all vendors and partnerships. Worked directly with Dell and Microsoft to leverage their products. Managed contracts and kickbacks for these partnerships. Result: Increased monthly revenue and margins on products sold.• Cost Savings: Built automation to reduce internal IT overhead. Migrated internal infrastructure from on-premises to data center. Result: Several projects reduced overall costs and increased uptime.

• Master of Ceremonies: Worked with the Bride and Groom to gather requirements.• DJ: Played at various venues all over the NW, and out of State.• Pre-Sales: Involved in quoting sales and recurring contracts.• Inventory Management: Managed inventory of audio and video equipment.

Gb

• Team Management: Managed Help Desk Team. Managed the schedules of the help desk field engineers. Result: Built core Help Desk Team with excellent employee retention. • Computer Repair: Performed computer repairs. Result: Increased offerings by performing complex repairs.• Sales/Upselling: Responsible for selling all MSP Contracts. Result: Added monthly revenue by selling monthly service contracts to small businesses.• Business Development: Built Managed Service offering to secure recurring revenue with our business clients. Created a repeatable process for the sales and construction of new machines. Result: Increased efficiency. Allowed us to increase customer base.• SOP Development: Developed service desk SOP and policies. Built process from front-of-house sales to service desk. Result: Built MSP Practice to generate recurring income for our business clients. Allowed the hiring of two new engineers.• Intake Process: Defined service intake process and checklists. Result: Increased accuracy of diagnosis which decreased technician repair time. • Inventory Management: Reduced on hand inventory by shrinking variety of product sold increasing revenue. Result: Streamlined product sales, reduced returns, drove higher quality products.

Gb

• Computer Repair: Performed computer repairs. Result: Increased offerings by performing complex repairs.• Exchange Server: Deployed and managed Exchange Server for all business clients. Results: Increased product offerings for business.

• IT Support: Provided Tier 2 laptop and desktop support to Microsoft Employees. Provisioned network ports for employees. Result: Employees able to continue working with less downtime.• Field Support: Replaced laptop components in the field. Result: Decreased repair times which allowed employees to get back to work faster.