Michelle Graham Email & Phone Number

Waterloo, Ontario, Canada

I grew into this role while working in technical support. I realized my passion for helping customers extended beyond helping customers work with the tools they had, or letting development know what problems existed for customers. I wanted to play an active role in solving those problems. In my five years as a Product Owner, I grew from defining and helping development teams solve a number of technical issues with the product, to working directly with major customers to gather requirements for and implement large scale features. My last year was spent as the lead of a multi-million dollar project for one of our highest profile customers. This required:• leading and facilitating customer workshops• negotiating the backlog with the customer• working with product owners across the ocean to communicate requirements to 5 remote teams• driving development as the PO for 3 local teams• coordinating progress updates for all teams• communicating status to executive sponsors within PTC and the customer• continuous planning for future releasesGeneral:• Elicited requirements and elaborated on technical solutions from customers (including traveling to Japan to meet directly with key accounts)• Created guided presentations to explain the what, why and how of newly developed features, which included listing the benefits and known limitations to help customers decide if, and when, to implement the features in their environments • Worked directly with customers to learn the various ways users interacted with the product, and shared how others did similar tasks to find a common ground for product improvements that would benefit all customers• Championed best practices for writing change requests to clarify customer and product needs allowing product management to properly assess the requests for fit into a roadmapTechnical contributions:• Continued as a technical subject matter expert for incidents or escalations• Created technical reference materials

Waterloo, Ontario Canada

(MKS purchased by PTC in June 2011)This role began as a completely new challenge for me as I had never worked in an external customer facing position before. I came to realize that I loved it! I was faced with so many new opportunities for growth, both within the role, and personally. I truly believe taking this job set me off on the right path towards finding my passions. • Responsible for providing telephone and email support for the MKS/PTC Integrity suite of products• Developed, provided and documented solutions and/or workarounds for difficult technical issues and routine customer problems• Assisted services field team after hours with several complex customer implementation issues where more product expertise was required• On-site technical resource for a sales presentation and demo resulting in a successful solution sale to a major customer• Found multiple critical product defects prior to release when assisting with pre-release testing • Managed customer requests and weekly meetings, performed on site health checks and managed customer upgrades, migrations, escalations as a customer advocate for high profile accounts • Trained all internal employees, including traveling to Europe, for a product release and created materials eventually used for external training• Reviewed existing and new product documentation, identified deficiencies, and provided technical guidance to correct contentAs my expertise in the product grew, I became more involved in development meetings as a stakeholder to help inform about customer usage, requirements, etc. I became a subject matter expert and helped teams review test cases for their scrum stories, and helped product owners confirm acceptance criteria and expectations from customers using the knowledge gained from working with customers on a regular basis.

This job began as a COBOL programming position. While I did not enjoy programming, I was comfortable doing it and decided that I would give it a try and see where it led. Fortunately, the company had just purchased a document management tool, and had no one to lead the project. I stepped up immediately and that job became my primary focus. Over the years, the role changed from getting everything defined, to maintaining the programs and respository and supporting the users. Responsibilities:• Implemented and supported Mosaic/Calligo Document creation software• Researched, developed, and installed document database structure, document programming, and user training• Administrated Document Management System online repository• Documented all technical information, and developed the admin guide and user guide for management system• Performed research and comparative analyses on production printers and identified optimal solutions for procurement While I took advantage of the new opportunity, I also stayed fully integrated with coding team and picked up other responsibilities to support the team. • Interacted with other members of the development team to support and develop production systems• Interacted cross-divisionally with other departments to support and administer Information Systems• Implemented PVCS quarterly and large project promotes of new program code through unit test, system test, to production• Maintained DB2 database (DB2 v2.0, 6.0, 7.0 - AIX), made table changes, coordinated database tasks, and implemented large database file loads• Researched, implemented, and maintained/administrated a time control software package for Information Services• Developed staff training for time control software system and conducted appropriate training as necessary

COBOL programmer at the Michelin NA Corporate headquarters in Greenville, SCThis was my first job out of university. I learned a lot during this first year, and much of what I learned was what I didn't want to do in my career. So please, don't ask me about COBOL. :)I did love the responsibility and challenge of real work projects, and I learned that I was capable of more than I was giving myself credit for. But I also learned that being good at something didn't always mean you would enjoy it.

Bachelor Of Science, Cum Laude, Computer Science Gpa: 3.69 (4 Point Scale)

Activities and Societies: Two Sport Scholarship Athlete (Volleyball/Basketball) Gamma Beta Phi Honor Society, 1993-96 Omicron Delta Kappa.

Project Management Fundamentals Winter 2006 – Continuing Education Course