Juliana Richards Email & Phone Number

Saint Paul, Mn, Us

Lake Elmo, Minnesota, United States

Greater Minneapolis-St. Paul Area

My role was eliminated as part of the last round of restructuring at the global software company. I am using this as an opportunity to find the right next step in my career. I am actively looking to apply my technical product management, sales enablement, and systems skills to add value. Let’s connect and explore the potential.

Greater Minneapolis-St. Paul Area

I was a Senior Product Manager at the software company providing tools to organizations for mobile device management (MDM) and Apple infrastructure. In this role, I owned the portfolio of enterprise solutions including customer facing systems. I worked remotely in this role to guide cross-functional teamsincluding customers and technical resources through the full lifecycle. I applied my systems engineering and customer facing experiences to define and influence the Apple focused enterprise level ecosystem. I managedthe products with the goal of building new capabilities that improved the customer experience and satisfaction with the solutions. I also led teams through the series of system modernizations that facilitated scalability and reliability of the systems. To facilitate self-help of end-users, I played a key role in the documentation of the systems and processes to enable the users.Results during this time included:● Owned 50% of the product portfolio serving up to 4000 organizations with over 100,000 end users globally.● Championed the overhaul of the self-service system for the enterprise as the owner of the client app.● Managed the framework for the mobile device management (MDM) tool serving all customers.● Pivoted between the front-end and back-end products to effectively influence the roadmaps.● Sifted through qualitative and quantitative insights to drive decision-making.● Told the story of the solutions by translating details into actionable insights for the business and technical partners.● Modernized the core platform as the leader of the multi-year migration that increased customer retention

Greater Minneapolis-St. Paul Area

I joined the Apple MDM software company as the Director of Systems Engineering. I was part of a small team that worked remotely during a period of rapid growth. This role focused on removing the technical or operational barriers to support the sales team in closing deals. I was the link between sales, engineering, product, and the customer that translated the business requirements into technical specifications. I also created the demo environments and coordinated the customization of solutions. My role during this time also included designing and executing the testing to make sure that the systems delivered would meet the needs of the customers. As a result, I was regularly balancing competing priorities to ensure that all deadlines were met with quality.Achievements in this capacity were:● Retained through multiple layoffs and selected to lead products based on commitment to excellence.● Educated customers and sales professionals in technical products with excellent interpersonal skills.● Asked hard questions to identify and execute the strategies to enable continuous improvement.● Sought out and delivered on feedback with genuine commitment to customer satisfaction.

Greater St. Louis Area

I returned to Apple at the corporate level as a Systems Engineer. In this role, I served as the technical subject matter expert to customers to educate and accelerate the utilization of the technology. I did this while also partnering with technical teams to provide feedback and support to make the customized solutions a reality. I led a number of customer-facing projects with tight timelines during this time. This included designing, implementing, and verifying the delivery of the technology to clients that were subject to stringent contractual requirements. My process-driven approach and strong communication skills enabled me to succeed as the voice of the customer that sought to add value in each interaction.Wins during this time were:● Served on the team that supported multiple sales teams across 10 states serving 100s of higher education institutions through the full customer lifecycle.● Designed and deployed customized content and curriculum to train end users in the products.● Served as the key liaison between channel partner (Addigy) and the global systems engineering team to maximize opportunities while shaping product strategy.● Functioned as the technical resource that onboarded clients to new solutions.

Greater St. Louis

I was the Senior Systems Analyst for the higher education institution based in St. Louis. During this time, I balanced desktop engineering and systems analysis to provide comprehensive solutions for end-users across the enterprise. My role included managing multiple technical projects and products that were comprised of software, hardware, and operational initiatives. My sense of urgency and strong organizational skills enabled me to balance competing priorities. I also learned quickly to serve as the trusted partner that worked across multiple systems for end users and the enterprise. As a result, I was promoted during this time to take on additional initiatives while continuing to serve at the intersection of technology, people, and processes.Achievements in this capacity included:● Wrote the enterprise software and hardware standards that saved time and improved utilization.● Engineered and led the implementation of Apple’s Enterprise Connect across the organization.● Engineered and led the implementation and maintenance of Jamf Pro across the organization.● Created, presented, and deployed software training content for end users and technicians.● Asked to serve on the CIO IT culture team to build and improve the engagement and development of technical professionals serving the enterprise

Annapolis, Maryland, United States

Delivered Genius Bar reservations, managed wait times and multitasked when necessary to solve customer issues. Diagnosed, repaired and recommended solutions for software and hardware issues for Apple computers and iOS devices. Mentored and coached new Geniuses and Family Room Specialists through Apple’s Family Room Training and Grow Your Own programs. Executed a repair strategy to meet company goals of 95% repairs being completed in house with a turn around time of less than 24 hours. Maintained Apple Service Diagnostic images, NetBoot systems, network accounts and other diagnostic tools for repair team. - Listed as a top Apple store in customer satisfaction in Q3 2009. - Listed as having the biggest upward change in an Apple store for customer satisfaction in Q1 2013. - Executed a repair strategy to meet Apple company goals of 95% repairs being completed in house with a turn around time under 24 hours.

Silver Spring, Md

Monitored the company’s network for technical issues. Escalated issues to different teams immediately setting proper prioritization. Completed daily reports detailing issues and resolutions.

Crofton, Maryland

Created and installed networking solutions, servers (Windows 2003) and workstations (Windows XP) for medical and dental practices in the MD/DC/VA area. Provided on-site and telephone support for all solutions.

Washington, D.C.

Provided technical support throughout the University for local and remote users. Installed and maintained desktop software, hardware and peripherals. Prioritized help desk requests effectively managing time and workforce. Managed multiple help desk technicians. Documented all help desk processes for student and faculty instruction. Spearheaded support for IQ.Web for public release.