Product Manager for a forward-thinking operations model, including launching and managing the Zoom conference service, designed to transform the customer experience to a virtual one during the pandemic with impactful consumer products and services. Successfully attained buy-in from senior leadership to sunset legacy web conference tools and pivot to Zoom web conferencing, resulting in an increase from 1,000 legacy users to 100,000 Zoom users.Developed, managed, and delivered product management and customer success plans to scale products and services practically overnight, successfully scaling capacity from 6K users to 100K users within one month by leading a team of engineering, design, operations, and legal professionals.Work closely with vendor Customer Success Managers, Sales Engineers, Product Management, and senior leadership on service enhancement and product roadmap. Leverage end-user data and vendor relationships to influence product development priorities. Oversee entire customer service lifecycle across contract review, pilot evaluation, and key stakeholder relations to establish HIPAA security compliance, business model design, identity and access integrations, API integrations, and end-user training and support.Consult IT directors, senior-level leadership, and educators to optimize utilization of teaching tools such as Google Apps, Microsoft Teams, Panopto media management, Canvas Learning Management, and Zoom.Partnered with internal billing, accounting, and engineering teams to design and roll out a new internal procurement management system within ServiceNow, to meet higher customer needs during the pandemic.Work with project management tools including Jira, Excel, ServiceNow, and PlanView PPM Pro.Manage 40 technology consultant staff to support technical and service needs. Train, coach, and mentor customer support and training staff on new technology tools.

Lead a consortium of higher education institutions and Zoom Education Product Management to advise Zoom on relevant and high impact product enhancements.Facilitate discussions with technology leaders across higher education to effectively deliver Zoom Conferencing services.Represent University of Washington and the higher education community by negotiating and reviewing vendor contract terms.

Provide ASL - English Interpretation in a variety of settings. Lead diverse projects for sign language interpreter services clients with high school, college, medical, technology professionals, business meeting, and corporate conferences.Developed and implemented process changes to enhance schedule and billing performance resulting in significant cost reductions and improved quality outcomes.Manage all areas of operations including customer relations, project management, scheduling, invoicing, product development, accounting, and budget administration.Nationally Certified by the Registry of Interpreters for the Deaf

Led customer and technical support for video conference and networking consultations and installations to both customers and internal employees.Managed control system requirements, validation, and guideline creation as well as video interpreting service competitive analysis and research and development.Developed marketing and sales materials, including developing a video conferencing service white paper and user support documentation, producing marketing collateral, trade show event planning, and budget planning and management.Conducted training for end users and internal staff on video conference equipment, phones, and computer software/hardware.Cultivated strong rapport with partners to produce and write video commercial for video conference interpreting service.Performed network administration utilizing Microsoft 2003 Small Business Server, CRM Database using SQL Server, SonicWall firewall, Internal and External Web Servers, Tape Backup.Enhanced technical security and customer software experience with Symantec Mail Security and GFI Mail Security Spam Filter; lead Windows XP desktop support via Microsoft Office.