I manage projects for internal and external customers.

I was responsible for creating and maintain comprehensive customer implementation and detailed platform feature documentation in a Software as a Service (SaaS) geographical hosted enterprise environment. The documentation included communication paths, component integration points, and high level network connectivity utilizing Service Level Agreements (SLA), customer Statements of Work (SOW), bill of materials (BOM), and new feature development analysis. I was a participating member of the Security and Payment Card Industry (PCI) liaison team as the product architecture subject matter expert (SME) responsible for security classification of integrated components and strengthening product security deployments.Accomplishments:• Developed 15+ deployment guides that became key detailed system integration references for cross functional team members from development through production launch.• Prepared high level design presentations that addressed competing priorities, identified exposures and achieved buy-in across all relevant teams.• Communicated potential customer implementation problems prior to deployment. A summary of the situation and known solutions were provided.• Ensured customer implementations met Payment Card Industry (PCI) compliance by verifying each solution met the correct security classification.• Presented the hosted environment’s credit card data flows to pass the company’s initial external PCI audit.• Displayed initiative to document feature utilization and deployment deficiencies within the hosted environment. • Identified exposures to ongoing projects and implemented solutions to reduce customer risks.• Provided call center platform architecture solutions utilizing virtual servers to reduce hardware investment.

I managed high performing teams of eight to 17 engineers for telephony and enterprise applications with focus on providing on time, quality products per defined requirements. Following waterfall and agile principles, I facilitated project planning, scheduling, organization and prioritization of product deliverables, and software integration with other teams.Telephony experience providing integrated Intercept and Directory Assistance database applications and a highly configurable telephony billing and services system.Enterprise experience providing services in a PCI compliant environment for on demand telephone campaigns and data driven Interactive Voice Response (IVR) administration system’s user interfaces and provisioning system.Accomplishments:• Utilized agile principles to define requirements that guided development activities and review feature descriptions for customer testing and acceptance.• Collaborated with team members to develop accurate cost, resource, and delivery estimates to set realistic expectations for delivery. • Identified feature, security and implementation concerns as a participant of design reviews and code walkthroughs.• Ensured optimal application of technology and engineering resources met product development and/or customer requirements. Cross training resulted in solutions to legacy product issues while the team developed new systems.• Identified root cause of reported system and application issues through hands on technical troubleshooting. • Documented customer implementation problems with known solutions to advise key stakeholders on determining a path forward and managing customer expectations.• Transformed a dysfunctional team into a collaborative one through mentoring, cross training, addressing customer complaints efficiently and delivering quality software.• Contributed to customer request for information (RFI) and request for proposal (RFP) responses as the product’s subject matter expert (SME).

Technical Project Leader 60% / Software Engineer 40%.I directed a team of six developers from requirements definition to product implementation while completing coding assignments on time, with quality. Accomplishments:• Played a key role in compiling development estimates, defining priorities, establishing schedules and organizing projects with direct management to meet customer expectations and internal deliverables.• Prime contact for cross functional team members while providing Software Development Life Cycle (SDLC) deliverables.• Established requirements with product management to define the team’s deliverables for upcoming releases.• Highly organized and relied upon by manager to ensure all projects were on time and within budget on a weekly basis.• Documented complex features across development team to gain consensus for delivery.• Developed new features and maintenance fixes for an interface between two product sub-systems per requirements on a next generation Directory Assistance product.• Played a key role in achieving the initial external ISO 9001 quality certification by presenting Software Development Life Cycle (SDLC) deliverables.

I provided maintenance fixes for legacy products and new development for a next generation Directory Assistance product.Accomplishments:• Successfully trained and transitioned a customized product over a three month period to two customer employees from England.• Collaborated with another development team to define, implement and test an interface between two product subsystems per requirements.