Technical program management for Enterprise Systems platforms including ServiceNow, Salesforce, Sitecore and Sitefinity.Responsible for managing all day-to-day activities of the Enterprise Systems team, including: work scheduling and prioritization, first line escalation support, team management activities (including resource staffing and developmental), organizational governance for team-supported platforms and requests and status reporting against SLAs and KPIs.

Led company-wide initiative to launch Geneia’s first intranet by collecting feedback, building consensus and influencing key stakeholders through executive level presentations, change control, and status reporting.Managed continuous iterative delivery scrums to further expand the adoption and usage of the company intranet and the enterprise platformsPerformed Scrum Master responsibilities including sprint planning/review/retrospectives, daily stand-ups, clearing obstacles, facilitating communications, and backlog grooming

Software as a Service (SaaS) Project Manager responsible for leading teams through the migration and implementation of IBM Cloud Services for B2B commerce.Manage external clients and internal teams during the project kickoff, project discovery, project planning, execution and oversight.Primary Product Areas: Managed Services, SaaS, Cloud, CommercePrimary Client Business Areas: Manufacturing, Logistics, Healthcare, Retail

Developed program plans to achieve customer satisfaction by helping them to realize value in their software solutionsManaged day to day client interaction with IBM Support Resources while also ensuring client expectations were met or exceeded.Served as the primary point of contact to the client on behalf of IBM support services and coordinated delivery of proactive support, skill sharing activities and problem managementCoordinated IBM activities on client's behalf between IBM Support, Development, Product Management, Services and Sales teams.Advised clients of product availability dates and end of service dates and assists upgrade planning.Implemented improved communications processes including status calls and expanded account/project informationResponsible for preparing weekly status reports for senior managementPrimary Product Areas: Identity and Access Management, Monitoring, Storage, Application ManagementPrimary Client Business Areas: Insurance, Financial Services, Non-Profit, Telecommunications, Healthcare, Retail, US Government Agencies

Responsible for managing deliveries of first in kind software solution deployments by globally based Development, Services, and Support teamsEstablished project communication processes including status reporting of project hours/cost, issues, risks, and scheduleTracked project risks and identified mitigation strategiesCollaborated with non-project resources to identify non-standard solutions to project challengesMonitored project scope, cost and schedule to ensure adherence to contract deliverablesIdentified gaps between contract deliverables and client expectations and pursued change requests as necessaryPrimary Product Areas: Network Performance AnalyticsPrimary Client Business Areas: Telecommunications, Technology

Managed software program deliveries performed by US based resources while coordinating software deliveries from internationally based development teamsCoordinated with client project team on communication updates to senior management Implemented frequent status update sessions to monitor client requirements and ensure timely project deliveryMaintained project communications including status reporting of project hours/cost, issues, risks, and schedule

Managed international teams of project managers, consultants, and developers to ensure quality, on-time, and under budget implementation of complex projects.Responsible for projects from the quotation stage through costing, resourcing, planning, scheduling, quality, and implementation.Managed and tracked resource scheduling, and project time utilization Created, reviewed, and approved project documentation including project plans, quality plans, progress reports, functional and acceptance test specifications.Vallent Profile: Vallent's software helped service providers manage the performance of their network infrastructure by providing reporting of key performance analytics.

Provided technical account management for tier-one telecommunications accounts.Performed internal quality audits for the US office and act as the point of contact for external auditors.Provided technical pre-sales support including product demonstrations and presentations.Managed professional services and software projectsTranslated high level objectives and requirements into detailed project and execution plans

Analyzed and designed application integration processes for clients. Performed implementation planning services and business analysis to create customized deliverables.Delivered standard and customized training classes to customers.

Performed root cause analysis on complex level 3 support issues, designed and implemented solutions.Managed and participated in wireless billing application and operating system installations.Managed teams of clients and vendors in a variety of projects including hardware upgrades and installations.Created documentation and procedures for user acceptance testing.Developed and provided customized software solutions for customers.In-Touch Management Systems Profile: In-Touch Management Systems Incorporated provided billing and management system for telecommunications companies.

Worked with clients to determine business requirements for application enhancements using joint application development sessions and life-cycle development methodology.Created customized programs using VAX/VMS, Datatrieve, COBOL and relational databasesEDS, Personal Communications Division Profile:Company provided billing-as-a-service (BaaS) to wireless companies.

Responsible for outbound customer service calls to new customers to ensure customer satisfaction.Provided additional support for inbound customer service calls.Fraud analyst for New England market responsible for analyzing usage and contacting subscribers.