Jessica Pratt Email and Phone Number

• Lead modernization programs aimed at enhancing customer self-service capabilities and improving efficiency for customer service agents.• Coordinate and collaborate with cross-functional teams, including product IT, data science, and AI infrastructure, to ensure seamless integration and execution of AI initiatives.• Facilitate consensus among diverse global teams, ensuring alignment on project goals and strategies.• Successfully manage and adjust the program roadmap, balancing scope and priorities to meet evolving business needs.• Champion the adoption of best practices and emerging technologies within the AI program, fostering a culture of collaboration and excellence.

Over the past six years, I have held various titles within this role, starting as a Portfolio Manager and progressing to a Technical Program Manager and now serving as a Cross Product Lead. Responsible for leading cross-functional teams, driving program success, and overseeing portfolio growth.• Enabled the global expansion of a new product offer with a total contract value of $75M while operating under a reduced budget.• Established relationship with Professional Services business leaders to align and execute the organizational change management strategy for more than 6k global Services team members from varying services organizations to realize the expected $5.25M annualized cost savings.• Spearheaded critical initiatives focused on and improving the user experience of Project Managers, Resource Managers, Technical Resources and Operations Managers responsible for driving the $1.6B in annual services revenue. These efforts resulted in better understanding of requirements and priorities.• Managed risk by focusing on governance, utilizing out of the box functionality and best practices for SaaS product implementation. • Managed consulting SaaS vendors with a focus on building strategic relationships to optimize the value delivered.• Supported agile transformation efforts, moving to product centric model, meeting our annual goals to reduce incidents by 25%, reach 80% CICD, automate 85% of testing and improve story cycle time.

The HITEC Emerging Executive Program is a year-long, cohort-based program that develops emerging and high-potential Hispanic technology leaders looking to become tomorrow’s high level corporate executives. The work of the Emerging Executive Program continues to be central to HITEC’s core mission – to develop future Hispanic technology and business leaders.

Led process analysis and design across organizations, defined process flows to analyze dependencies presented to the business to elicit agreement on aligned process and tool requirements, analyzed complex business problems, then clearly synthesized, documented, and articulated those data requirements and their impact to developers and decision-makers.• Partnered with business stakeholders to consolidate 4 regional instances to 1 global project management application.• Led the business through globalizing and redefining varying regional business processes to a single, standard business process spanning 8 different business segments for 8k Project Managers (15k global Services team members and leadership).

• Team lead for the Resource Managers responsible for fulfilling 50,000+ annual resource requests for Dell’s 9K Partner and Dell Badged Resources, ensuring Dell staffed and managed projects with strong delivery teams, utilization levels, and profitability. • Developed strategy for and managed Dell’s Global Service Desk partners including contract negotiations, rate negotiations, escalation management, vendor selection and qualification.• Used the six-sigma methodology to implement the Global Services cross-functional PM Calculator, earning a yellow belt certification.• Developed and implemented processes for the newly created Project Admin team responsible for quality management of projects. Accountable for auditing Changepoint projects to ensure compliance with ISO audit standards as well as increase the accuracy of project data quality control through audit review and executive reporting.

Managed digital design and production team to ensure all work was completed on schedule and within budget.