Jasmine Serano Email & Phone Number

San Francisco, California, Us

Redmond, Washington, Us

-Driving End-to-end Data and Analytics Product / Program Management for the Digital Stores Data, Analytics, and Planning team:o Formulating a clear understanding of customer and partner needs.o Defining core scenarios and identifying required features.o Developing high-level approach and documenting actionable requirements to achieve that approach.o Planning and communicating execution for both technical and business personas.o Roadmap creation and management.o Process and governance development.o Consulting with partner teams on best practices and aligning roadmaps.o Product Owner level leadership of agile software development process.-Lead PM for Key BI Moments of: Holiday Season Reporting and Device Launch Reporting:o Responsible for intake of new requirements for holiday and device launch reports, communications newsletter to business stakeholders, as well as manage internal team communications with our software engineers for any troubleshooting needed if any issues with reporting arise.-Fun Committee Team Membero Responsible for creating fun and inclusive virtual activities for our global team

Redmond, Washington, Us

-Lead leadership enablement in a year-long rotation program within the Customer Experience & Success (CE&S) organization. CE&S is responsible for the strategy, design and implementation of Microsoft’s end-to-end customer experience. Responsibilities included the following:-Ownership of the Customer Experience & Success Leadership Team Rhythm of the Business (ROB), including annual planning and all touchpoints across the leadership team (LT). Prioritization of LT agendas, including coordination of all LT staff meetings and offsites, and driving strategy to ensure business continuity + forward momentum. Documentation and management of CE&S Leadership team weekly sync and offsite action items.-Coordination of Quarterly Business Connects (QBCs) Preparation for the CE&S leaders. As one of the v-team leads, I am responsible for providing resolution for the most critical field asks raising through area QBC. -Senior Leadership Community ownership within the Business Strategy & Programs (BS&P) team, ensuring engaging discussion to solve critical business challenges as well as the trickle down of information and direction from our executive leaders to our organizational leaders.-Vice President Appointed Leader (VPAL) Microsoft Give Campaign. Led the strategy for the BS&P team's engagement for the FY21 Giving campaign. Planned and executed several virtual team events for the BS&P team to collaborate, work with another, and impact the community during the unique COVID-19 Pandemic. The BS&P Team achieved company goals for the company increasing Total Participation by 10% and Volunteer Participation by 16.5% in 30 days.

Redmond, Washington, Us

-The Digital & Developer Support Business Unit was created to help accelerate Microsoft Customer Service and Support (CSS) digital transformation. We are creating a world class support experience for our customers, empowering customers to self-solve more of their issues by creating and delivering modern digital solutions, platforms, and capabilities that enables customers to be more satisfied with their self-help experience. Supported the following technologies : Azure HDInsights, Azure Data Factory, Azure Cosmos DB, Azure Security Center, Azure Information Protection, Azure Advanced Threat Protection -Responsible for identifying opportunities to improve the support experience for customers through Web Content, Diagnostics, Machine Learning, and Virtual Support Agent. Cross-Collaboration with Product Groups and Support Business Unit stakeholders to ensure opportunities identified meet technical accuracy for customers and project deadlines are met.-Global Customer Experience Framework (CXF) – Digital Customer Support Communications Manager: the Customer Experience Framework (CXF) is a strategy for how Microsoft aligns and executes our work in Customer Support to keep the customer at the center of everything we do; Digital Customer Support (DCS) is one of the three pillars to this framework. Responsible for driving effective communication about ongoing initiatives and successes with DCS to the global Customer Support Organization and Leadership

Redmond, Washington, Us

-Responsible for delivering Azure Identity Service and support to our global customers with the high customer satisfaction. Technologies Supported: Conditional Access (Team SME), Enterprise Application Management, Azure MFA, MFA Server, Device Registration, ADFS.-Advise Customers on “Best Security Practices”-Critical Situation Watch Team Member (Nov 2018 – Present): Responsible for only handling Critical Cases-Contributed to Project Management of Azure Active Directory Authentication Technical Training Revamp-Mentorship1. Mentor New Hires to Team -Case Shadowing -Technical Mentor when engineers begin to take cases2. Support Week Mentorship Program -Assist my Product Group mentee with getting hands-on experience with live support operations. - take lead within my team on driving discussions around supportability challenges, tooling needs, documentation gaps, and the regular collaboration processes between Azure Active Directory team the Product Group.3.Support Queue Enablement Service -Engage with Product Group Program Managers and Developer to engage directly in the support process for Azure Active Directory, provide hands-on experience with support issues through remote shadowing and collaboration Azure Active Directory Support Team.

Zurich, Ch

Legal Entity:• Partnered with the Environment Management (EM) team responsible for the planning, design, build and support of the front to back testing needs of the firm’s mission critical Legal Entity program.• Gained the required comprehensive understanding of the EM processes and ensured adherence by reviewing evidence in the form of documented artifacts.• Reviewed each folder for document existence, quality and alignment and implemented recommended improvements • Ensured readiness for future internal audits of the function.• Documented other recommendations resulting from the extensive analysis. Workforce Strategy:• Gained an in-depth understanding of the Workforce Strategy program and the role of the PMO.• Focused on understanding the resource requirements of the associated projects and the potential for variances to plan.• Identified all variances to plan, partnered with the impacted individuals and developed the remediation plan for action.• Developed an automated solution (using Excel Macros) to identify the variances requiring action.• Documented other improvements beyond the time constraint of the assignment.

Villanova, Pa, Us

•Currently redeveloping the current website working with both front-end and back-end development•Responsible for updating the Villanova University Computer Science Department Website•Image and news management

New York, Ny, Us

• Strategize path in which Serve can be a "Best in Class" Tax Disbursement Product•Work with stakeholders and groups across Enterprise Growth to deliver a deep diver into Serve performance in the 2014 Tax Season • Deliver an updated analysis of the competitive landscape for prepaid tax providers and identify gaps in the existing product and opportunities for product differentiation

Morristown, Nj, Us

•Data Quality Analysis and Enhancement within the Salesforce Environment utilizing Demandtools Software.•IT Process documentation : Capsugel Off-Boarding Process Refinement Proposal Requirements•SharePoint Site Creation

Master Of Science (M.S.), Computer Science

Bachelor’S Degree, Computer Science