Miriam Howell Email & Phone Number

Round Rock, Tx, Us

Austin, Texas, Us

Promoted to Manager of Development Projects, while continuing to excel in fulfilling all Technical Project Manager responsibilities and surpassing expectations in both roles.• Reduced bug backlog to 0 with only mid sprint items residing in the backlog.• Maintained backlogs for the existing in-flight projects to ensure that new features could be worked on during the sprint, while addressing maintenance and bugs.• Introduced the first QA environment for the company to ensure releases were rigorously tested prior to deployment.• Oversaw a diverse pipeline of products and projects, ensuring the creation of new features while prioritizing the maintenance of existing ones.• Managed all incoming project tasks, ensuring thorough grooming, pointing, and adherence to standard requirements for both client and internal requests.• Coordinated sprint workloads for developers, maintaining a deliverable pipeline and meeting priority deadlines.• Handled all incoming bug tickets from Support, collaborating closely with the team to ensure client satisfaction and mentoring the newly formed team.• Directed release management and scheduling, providing support during the manual release process.• Led a team of eleven, including three QA and eight developers, with a blend of onsite and offshore members. This included onboarding new developers.• Prepared and presented departmental reports to executive levels, ensuring their needs were met with accurate and relevant data.• Facilitated cross-team collaboration between Product, Senior Architect, Design, QA, and Development teams.• Provided timely assistance to unblock developers, minimizing downtime and ensuring appropriate task allocation each sprint.

Austin, Texas, Us

Established processes and documentation, building upon existing Agile framework brought new and improvements to processes ensuring that scope was clear for Developers. Worked across departments to gather requirements, and ensure that tickets were clear and concise. Took on projects that were floundering without direction, and brought clarity and organization to them. Meeting dates and delivery expectations, where previously nothing had been delivered.• Trained departments on bug submission, and taught Customer Support how to do tiered intake processes. Improved the bug submission process and decreased developmental churn from poorly submitted requests.• Worked closely with departments to get feedback on required or desired features, for internal and external users. • Worked closely with Product, to have Product and Development work as a united front for priorities and business decisions.• Improved deployment and delivery processes by spearheading an initiative to have a dedicated test environment. Worked closely with development to automate as much code deployment as possible.• Gathered requirements and set scope, wrote tickets that were actionable to ensure quality of delivery. Trained other departments to do basic bug ticket writing for intake and triage.• Worked closely with Developers and Product to ensure that all tickets were clear, and made technical sense.• Fulfilled Scrum Master duties, and enforced Agile process.

Washington, Dc, Us

Established a Product department, and best practices for delivery. Including product documentation, Jira best practices, account and client management, release management, quality assurance, and other practices to ensure consistent and quality delivery. • Collaborating with prospective users and clients to understand and anticipate their needs and translate them into product requirements• Managing the product backlog and prioritizing them based on changing requirements• Overseeing all stages of product creation including design and development• Developing user stories• Monitoring and evaluating product progress at each stage of the process• Liaising with the product team and end-users to deliver updates• Participating in Scrum meetings and product sprints

American Fork, Utah, Us

Brought transparency and order to a software development process that had previously had none.• Created and managed the processes and documentation for product delivery from the ground up.• Created and implemented processes, and documentation of these, where none had previously existed.• Worked across multiple teams, dealing with multiple stakeholders for maintenance, feature requests, and creation of products.• Introduced a feature request process.• Re-introduced a QA cycle in the software development process.• Introduced process to improve the usage of Jira, and streamlined workflows.

Charleston, Sc, Us

Managed release life cycle for internal and external projects. Brought various aspects of production and projects into one integrated solution. Deployed software to testing and production platforms.• Ensured 100% of releases were effectively QA’d and vetted for highest quality upon promotion to this role.• Reduced the submission of client tickets by instituting a release process that required QA. • Constantly considered and accounted for all resources, timelines, QA and overall process quality.

Charleston, Sc, Us

Guided product success by leading cross-function team charged with product improvement and delivering products that met all client requirements while working within the confines of a limited workforce and strict time constraints.• Reduced delivery times while increasing product quality by working as a bridge to all teams (Sales, Design, Content, QA, Development, Engineering) to help progress product delivery. • Provided onsite guidance and support for a high visibility account, and helped ensure client satisfaction with end product. • Championed moving from difficult-to-maintain custom built products, to becoming mobile friendly, scalable and maintainable.

Austin, Tx, Us

Provided implementation for purchased software; ensured all customizations completed and deployed on time. Managed accounts’ expectations and maintained client satisfaction by providing support, including custom portals if necessary.• Provided difficult high-dollar accounts with customized content for specific needs and saw to it that implementations and deployments were scheduled appropriately and delivered on time.• Worked with Sales and Engineering to increase client satisfaction and resolve maintenance issues.• Ensured client retention.

Coordinated and scheduled router installations with multiple installation companies on the East Coast. Brought new organization to the role, improving the process for scheduling and coordinating.• Eliminated employee downtime by spearheading use of SmartSheet.• Implemented scheduling process to ensure delivery by giving most reliable vendors the bulk of the work.• Increased overall productivity by 300% and brought implementations to a high level of quality.

San Jose, California, Us

Provided project management and coordination/scheduling as well as team daily management of resources. • Managed a team of eight implementation engineers and decreased travel burnout by 100% while ensuring coverage for all situations or outages.• Managed all projects for the Media Manager Department, meeting with clients and assigning engineers that would work well with the client.• Maximized use of limited resources.

Hired to do over the phone support as well as project management. Provided phone support for the most difficult clients, working in tandem with Engineering and Development to provide comprehensive support and resolve issues that prevented system functionality.Support required:- Knowledge of Windows Server 2003 and 2008, SQL databases, Window's XP, and all in house Accordent software which provided a Media Manager, website (portal), and video capturing as well as editing. - Using remote viewing software to resolve client issues directly instead of verbal commands over the phone.- Use of a ticketing system to track trouble ticketsProject management required:- Scheduling of projects, delegation of projects for implementation, working with clients from start to finish of project - such as completing technical kick-off calls to assess readiness as well as technical level of clients. - Was an effective team lead taking care of day to day needs of team for PTO and managing escalation of issues to Engineering and Development providing a communication bridge between implementers and those departments.

Austin, Tx, Us

Manager in charge of Helpdesk for the College of Natural Sciences Dean's Office. Providing support to the Dean of the College, and all other staff. - Increased user satisfaction by reduction of time Help Requests were answered. Improved processes around ticket resolution and utilized a homegrown software for ticket tracking and resolution.- Provided support for Mac (OS 9, OS X) and Windows (Windows XP, Windows 7) computers for all employees, and all associated hardware necessary for daily office duties - such as varying printers, scanners, projectors, and other peripherals. Also supported UT issued phones such as Blackberries, iPhone and Android phones.- Programmed PBX phone systems, and voicemail system, provided support in troubleshooting both hardware and software for these systems. - Managed all software for all classroom technology consoles (Crestron, and some AV equipment), numbering in the hundreds, for the College of Natural Sciences, remotely with LANDesk and onsite. - Managed all Accordent recording stations and brought them from 1.5 years of non-functionality, predating employment, to full production level in 6 months. And brought 5 more stations online into full production. Which required working with SQL databases, Windows Servers (2003), knowledge of networking and firewall pain points throughout the campus, as well as intimate knowledge of Windows XP as well as all of the Accordent software.- Managed and wired networking closets for buildings, and was part of the roll out of new VoIP phones for the College, which required further networking skills.- Managed a team of one full time employee and two part time employees efficiently and effectively to support 250 users and machines so that all issues were addressed within an 8 business hours of issue submission.

Cupertino, California, Us

In-House provider of top quality customer support for all Apple products and services. iPhone Product Specialist Second level support for iPhone and interacting products including MacOS, Windows, email, network, and connectivity issues with mobile device. - Increased customer satisfaction through efficient and knowledgeable support - Enhanced sales by recommending additional products appropriate to a customer's situation to improve mobile device usage. - Increased team knowledge and effectiveness through coaching/mentoring of first level support - Through iPhone requirements supported Mac OS 10.5 and 10.6. iTunes Store Support Email support for iTunes Store, maintained email communication until all issues resolved. - Increased customer satisfaction through efficient and knowledgeable support - Recognized for superior service by receipt of Employee Excellence award - Improved team quality of support and customer satisfaction through review and coaching of other support agents.- Assisted in purchases and refunding of incorrect purchases. Tier 1 Desktop/Portables First point of contact for all hardware and software issues related to Macintosh desktop and portable computers. - Increased customer satisfaction through efficient and knowledgeable support - Recognized for superior service by receipt of Employee Excellence Award - Maintained Quality of Service through rotating shift at Network Operations Center as a Queue Manager- Supported Mac OS 8, 9 and 10.3 up to 10.4

Ba, Anthroplogy

Spanish Language And Literature