Heating, Air Conditioning, and Air Quality Specialists

Guide cross-functional teams during envisioning and concept phases. Develop features, epics, stories, product/service roadmaps, Project WBS, and reporting structure. Oversee all project decisions related to schedule, features, and customer experience. Confirm vision is voiced to team while developing products and services. • Accumulated sound experience in definition and decomposition of features and epics for product, service, or capability. • Improved professionalism of team members and peer team members through mentorship.

Devised application prototypes, system/feature specifications, software level requirements, and system and product level use requirements. Administered feature design and utilized creative forward thinking to resolve product and service issues. Directed cross-functional teams during development phase. Facilitated development of project plans, including systems engineering deliverables, design, and validation plans. • Defined and augmented engineering process to attain goals. • Design, layout, usability research and development of mobile applications.

Orchestrated planning initiatives during creation of major business continuity program for online services; aided establishment of Business Continuity Program Office. Introduced end-to-end business continuity activities for 50-70 business groups. Assembled executive presentations of continuity gaps, strategies, and recommendations, as well as presented continuity program metrics to executive audiences. • Enhanced internal work processes by delivering business continuity training supporting program development. • Pushed compliance with continuity controls for ISO27001 and 22301, FedRAMP and FISMA, SOC II, and continuity compliance for key online support groups.

Pinpointed and articulated roles and tasks for service operations retail team and supervised architecture, documentation, training, and deployment of approved Microsoft technology solutions. Coordinated work performance improvements through establishment of Continuous Improvement (CI) processes and infrastructure recommendations. Directed projects from concept to completion to guarantee compliance with internal and external MSIT standards and integration with existing IT processes. • Augmented professionalism of deployment and operation teams by developing and training them to support new store opening and daily operations. • Spearheaded organizational shift through change and adoption of business continuity related common configurations and standard business processes.

Championed program management processes and disciplines for retail stores in following areas: Microsoft technical solutions, technical procurement management, risk management, and change management. Initiated audits to spot process gaps in retail business that present technological improvement opportunities; recommended solution strategies to retail store operations management. • Engineered Retail in a Box framework to establish repeatable process for new store launches; coordinated design and delivery of back of store technology to supplement smooth store opening customer experience. • Created audit controls and reports to study inefficiencies in daily operations; produced production reports to support Microsoft Retail store operations and classify assets.

Inaugurated engineering standards and continuous process improvement policies for divisional application teams in RXD. Supervised client engagement services and solution implementations. Directed core services orientations meetings for application team PUMs and GM on services available for consumption. Registered application teams to use core services and customized project plans and status reports on signup process and allocated status updates to executive team monthly. • Augmented professionalism of deployment and operation teams by developing and training them to support new store opening and daily operations. • Spearheaded organizational shift through change and adoption of business continuity related common configurations and standard business processes. • Stimulated customer loyalty by guaranteeing customers was maximizing value of company solutions and services. • Provided subject matter expertise in performance management methodologies, process assessment work, and application of technologies to business objectives.

Supplied customer service and procedural guidance on technical and application issues regarding new technology adoption. Generated accurate project status reports, guided teams, and addressed daily discrepancies focusing on SDLC. Remained hands-on with systems deployment, implementation, and risk mitigation through use of SDLC. Acknowledged RXD teams impacting pending changes in technology.• Revitalized operational functions by coaching staff in methodology and consulting while enforcing utilization of best practices in technology adoption, project management, and project planning.

• Led SIM team; maintaining accountability for system integrations within the SDLC engineering cycle and updates related to the customer/partner ecosystem of applications. Primary focus was placed on Global CRM (Siebel), PSM, Partner, MS Sales, MSO and MIO.• Performed quality assurance testing; including software, system integration, performance, and User Acceptance Testing (UAT). Assisted teams with Business Continuity (BC) planning and exercise testing, and aligned teams with division wide schedules for Disaster Recovery exercises.• Directed integration schedules and global resources for multi-million dollar, enterprise level, Microsoft IT big bet programs over several release iterations with little date variance (on time and under budget).

• Coordinated management of multiple BCM projects directed toward business and organizational strategic objectives. Managed capital assets projects and identified MSIT risk issues; assisting with risk mitigation and recommendations on MSIT BCM business priorities.• Created and enforced MSIT business continuity standards and corporate wide policies; adopting a master Business Continuity (BC) plan and Disaster Recovery strategy based on industry best practices (DRII).• Performed business impact surveys and analysis (BIAs), and conducted IT system and service risk assessments. Created dependency analysis and summary gap reports, and established RTOs & RPOs.• Managed multi-million dollar budgets for both fixed assets and BCM projects; overseeing forecasting, tracking and approving spending in the millions of dollars each fiscal year. • Scheduled BCM testing exercises and coordinated post testing events to compile follow up reports. Presented exercise results and accomplishments to the Chief Information Officer (CIO), Vice President (VP), and General Manager (GM) during the BCM quarterly reviews. Created and prioritized a list of BCM deficiency issues which required senior management attention.

• Oversaw the design, execution, and continuous improvement of the disaster recovery plan; preparing a comprehensive plan that incorporated disaster recovery plans for each application. • Assumed management responsibility for disaster recovery. Oversaw the execution of the disaster recovery plan(s) when IT and/or major business operation disruptions occur.• Established disaster recovery testing methodologies; planning and coordinating the testing of recovery support and business resumption procedures in different functional areas to assure recovery procedures are effective for restoration of key corporate resources and resumption of critical business processes.• Performed necessary evaluations and analysis to predict uncertainties in the execution of business functions. Coordinated activities with data and systems security analyst to ensure proper upkeep and safe maintenance of organizational data and systems.• Consulted with key stakeholders to perform business and process risk analysis. Developed audit plans to monitor compliance; implementing internal controls and utilizing backup products to ensure Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) meet compliance.• Developed and engaged in QA on multiple types of disaster recovery deliverables including, policy, process guides, roadmaps, reports, and exercise and testing scopes.

Hands on software test lead, managing team with seven members responsible for the quality driven release of leading edge, RDBMS based software applications utilizing SQL Server and Siebel.

Responsible for supervising a team of 30+ application engineers and technicians which were responsible for establishing organizational procedures and best practices for the entire engineering cycle. This included driving quality as a key organizational goal in technical sales contract, engineering documents and manufacturing bills of materials. During my time as manager, we expanded the engineering process number of quality checks from 13 to 47 in a 36 month period. The results improved sales order accuracy and customer satisfaction scores. The improvement impact to Kenworth was a net savings of $22 million dollars in reduced warrantee claims over the same 36 month period. Work with third party vendors in contract negotiating and product selection offerings made available to customers.Served on “Excellence in Customer Service Committee”

Maintained and created new document procedures as needed; created official change management process for requesting, approving and implementing document improvements. Created a document Quality Control process which assigned a quality score to each document. Prepare and maintain functional and technical documentation pertaining to application engineering. Manage time and set priorities (and deadlines) to appropriately perform project work.

Supervised staff of 19 team members to fulfill daily orders which exceed 700 requests per day. Assisted new employees with obtaining OSHA driving certification. Maintain perfect safety record during my time as lead.

Hired and supervised staff of retail employees ranging from 4 to 12 people daily. Responsible for daily posting of sales between $80,000 to $150,000.