Kellie Mingus Email & Phone Number

Omaha, Nebraska, United States

United States

Omaha, Nebraska, United States

Greater Omaha Area

Manage and lead global software engineering teams (Australia, Singapore, UK) and the Managed Security Services platforms they support in a dynamic, fast-paced environment. Orchestrated Agile adoption and training within development organization, serve as Scrum Master for several multi-disciplinary teams and Project Manager for multiple initiatives. Drive Agile software development for existing platforms and new global Managed Security Services platform, while integrating international development teams with Omaha development team to create one global MSS platform.  Project Manager for several initiatives from documenting initial design specifications through user acceptance testing and production deployment. Ensuring stakeholder satisfaction and resulting in significant cost savings by leveraging Splunk to replace Oracle log audit.  Product Manager for three legacy international MSS platforms, managing end of life process for each. Achieved goal of eliminating backlogs by 3/31/19, completing all new development on each. Coach and mentor teams toward growth within the organization as well as personal growth to increase their skills, loyalty to the company and overall success. Develop and monitor KPI dashboard for goal and performance monitoring of individual contributions, response times and deliverables using Jira, NewRelic and Aha!.  Managed implementation of monitoring (New Relic, Prometheus), test automation and scanning (Whitehat, Sonarqube) to streamline process and improve/ensure quality, fostering a culture of continuous improvement. Implemented CI/CD automation throughout development and deployment cycle, reducing manual intervention from approximately 5 hours to 15 minutes per deployment, while improving quality to ensure a defect-free deployment process.  Identify and manage risks, issues and dependencies. Report project status and risk assessment to management and escalate accordingly.

17445 Arbor Street Omaha, Ne 68130

Defined and implemented company policies, goals, objectives and procedures for startup healthcare membership/telehealth business. Created and drove ‘migration of services’ initiative, including software development, call center operations and healthcare service providers to scale business. Sold business to private equity group. Drove ongoing software development for web-based enterprise management software system and corporate website. Gathered requirements and designed specifications to maximize efficiency, back office communications, and to streamline reporting and metrics.  Implemented Lean methodologies to improve processes within call center, medical clinic relations and other service providers resulting in an 80% reduction in operating expenses. Developed Standard Operating Procedures Manual outlining all business processes. Promoted excellent customer service with clients, partners and agents. Identified trends by creating and analyzing KPIs, resulting in ongoing continuous improvements.

Greater Omaha Area

Responsible for all customer service, operations and project management for medical equipment provider; ensuring successful installations, training and ongoing support. Analyzed and Improved customer service process from initial quote through scheduling, installation of product, in-service training and follow up customer satisfaction inquiries. Managed 5-10 projects simultaneously, each in various phases. Transitioned product support from cost center to revenue generating product offering. Developed suite of service offerings including after-hours phone support, onsite support, annual maintenance contracts and annual product inspections.  Developed and implemented project plan for the relocation of the business from Lincoln, NE to Omaha, NE. Simultaneously rebranded company under new name. Generated quotes, managed technical and office staff and provided in-service training to nursing staff on DME products.

Akron, Ohio, United States, Houston, Tx

 Directed all aspects of 24x7 call center including level 1 and 2 technical support, troubleshooting, escalations and onsite support. Developed SLAs and KPIs, resulting in improved response times, hold times and problem resolution. Established effective escalation process and metrics, which led to reduced response times and improvement of overall performance and customer satisfaction. Drove the development and rollout of knowledge-based system for troubleshooting and problem tracking, resulting in effective trend analysis, problem solving efficiencies, reduction in call escalation and significantly reduced operating costs. Program Manager: Drove successful implementations of simultaneous complex projects from concept stage through final rollout and training while directing/mentoring team of project managers on their individual projects.  Project Manager: Managed all aspects of multiple, complex projects in parallel within a matrix reporting system; including project definition, scope, risk management, product development, budget, implementation schedule & follow up.  Liaison between customer and internal organization in resolution of critical technical issues (approx. 10-30 projects at a time.) Developed custom product specifications by identifying requirements with client and translating them into a technical document for developers.

Mba - Management, Quality, Business, Statistics, Process Improvement

Bs -Computer Science ;Minor: Applied Mathematics, Computer Science

Pmp, Project Management

Obtained PMP Certification

Itil Foundation Certification, Itil

Certification

Scrum Master, Agile Methodology

Certified Scrum Master

Certified Safe Scrum Master, Scaled Agile

Certified Safe Business Analyst/Product Manager, Scaled Agile