Melisa Thorne Email & Phone Number

Cambridge, MA, US

Service Assurance functions as part of the exciting transformational changes in support of Pega’s “as a Service” evolutionThe Service Assurance function addresses risks to customer success as a result of technical or technology concern. Technically adept at partnering with customers, partners and the account teams to proactively resolve complex technical.

Greater Boston Area

Responsible for implementing, overseeing, and managing assigned major program(s) within Global Client Support. Achieve total Client Satisfaction and drive NPS loyalty. Provide leadership as the primary point of contact for major programs in order to establish a growing long-term business objectives.

Cambride, MA

Trusted advisor to the customer and its sponsors such that all Pegasystems product development activities are closely aligned with the customer’s needs. Deep understanding of customer’s end-to-end deployments, products and their underlying architecture. Articulate customer’s requirements to Pegasystems Engineering and Product Management and ensure that the.

As a Test Engineering Operations Manager, I work closely with the Engineering team to manage the development and execution of test cases for the verification of Pegasystems’ software products. Monitored progress of the Service Pack and Feature Releases against plan and reports to management, team and internal customers on a regular basis and be able to.

A critical resource in delivering software through SCRUM methodology. Bridges gaps between Product Management, Development and Testing to ensure that components that are delivered meet business, technical and operational expectations. Takes part in the design of new product features and is responsible for the end to end test and software integration.

Managed Sustaining Engineering team that consisted of 9 Software developers and 6 QA Engineers who were co-located in Bangalore, India and Cambridge, Massachusetts. Managed the timely delivery of 4 product offerings. Took a lead role in all Customer Escalations regarding Collaboration and Content Management Infrastructure tools.

Developed and maintained build environment for nightly builds and special branching for various product offerings. Provided support to development and quality assurance teams and coordinated the availability of releases and resolved build issues in a timely manner.Provided critical and primary support for escalations team. Ensured the successful and timely.

Led the eRoom product line support team, consisting of 6 Level II Support Engineers and 3 Level I Support Engineers co-located in Pleasanton, California and Cambridge, Massachusetts.

Managed a number of Strategic Accounts with deployments of at least 10,000 seats. Ensured 24x7 up time and high reference-ability status of assigned accounts.

Provided Premium Level Technical Support to a premier customer base (RR Donnelly, Quebecor, World Color, Cabela’s and Robinsons-May). Ensured customer success by debugging and resolving mission-critical issues in a timely manner. Managed all technical aspects of the account by providing on-site installation, configuration and implementation. Provided.

I joined Bitstream through the aquisition of Archertype

Education record

Education record