Mitchell Cole Email & Phone Number

Katy, Tx, Us

Katy, Texas, United States

• Manage the entire product lifecycle - Ideate, prioritize, execute, and deliver solutions.• Write work items, acceptance criteria, acceptance tests, mockups, and other required parts of the work items• Clearly communicate product vision, solutions, and use-cases through documentation, workflow diagrams, and mockups. • Connect with customers and gather feedback. • Oversee Release Management, create a checklist that details the work each department needs to do before a new version can be released.• Work with each department to ensure pre-release tasks are completed in a timely manner.• Review the work sprint to sprint to ensure that each story is successful. Assess and reprioritize items for next sprint (of same, or future, release) as needed. • Review Technical Writer deliverables such as updated documentation and provide feedback as needed. • Update or create necessary materials for release management. Including, but not limited to, deployment guide, change logs, and necessary training materials such as training videos. • Create training materials for internal and external use such as technical documentation, use guides, and training videos.

Houston, Texas, United States

• Identify areas where efficiency, communication, and transparency can be improved. Implement various projects to improve those areas using new software or process, streamlined workflows, or automations.• Planned, implemented and provided admin management for a new Zendesk ticketing system for the entire company in 1.5 months. Defined and implemented workflow and escalation points for eight departments. Averaging 2,000 tickets per month• Implemented new corporate processes and systems using Trello, Zapier, Zendesk, Twilio, and Power Automate to streamline and automate employee life cycle: including: new hire process, automated email notification to new hires and responsible department contacts throughout onboarding process, all HR changes, through employee life cycle. All changes are automatically communicated and assigned to applicable departments. This has led to an accurate Paycom and Active Directory for all employees• Create training materials for the IT department including written documentation and training videos (Camtasia)• Gathered business requirements, designed infrastructure, built, and administered a SharePoint site as document repository for all training materials, company information, onboarding information, as well as main company intranet. Utilized previous SharePoint experience to identify metadata, create SharePoint views, utilizing roles by department. Designed PowerAutomate workflow that allows document owners to easily set individual document permissions for view/download • Built a custom policy and procedure repository in SharePoint, complete with custom approval processes and email reminders.• Maintain existing processes, which includes improving the system and responding to feedback.• Designed and created a centralized onboarding experience for new hires and assigned department changes. This reduces the amount of direct emails and phone calls to the new hire, as well as provides a repository for all tasks.

• Assess gaps in software functionality and plan improvements using client feedback and industry knowledge/experience• Build and manage the backlog, iterations, and roadmap for each of our products• Conduct and run Sprint Planning and Sprint Demo meetings for each team’s sprints • Manage developer and QA teams, have daily check-ins regarding progress• Provide clarifications for all team • Manage all mass communication with client base, including new releases and large-scale problems

Houston, Texas

• Planned, executed, and managed software implementation process for clients• Conducted training sessions to introduce and teach software to administrative and training teams• Worked with clients to understand project requirements and configure both the software, and processes, to meet those requirements• Deploy ConvergePoint software onto client SharePoint environments (SharePoint On Premise/SharePoint Online)• Conducted QA testing on new and current software• Handle support tickets at all levels including responding by ticket update or direct call, and coordinate with additional resources if necessary• Suggested changes to software based on client feedback and needs I saw• Managed support portal reports, organization settings, triggers/automations, and user access• Created and then maintained software documentation• Trained newly hired support and sales personnel on ConvergePoint software and internal SOPs