As Senior Technical Program Manager, I oversee the implementation and rollout frameworks and practices that allow the Terraform product teams to deliver predictably; focus on highest priority value; and reduce waste. I have designed and implemented multiple processes and tools to optimize product delivery. I led the Jira adoption for engineering teams. This set the stage for quarterly planning across 20+ teams, ability to quickly route and triage support issues, and track the progress of product development. I streamlined the intake processes for bugs, security issues, and feature requests; this has resulted in reducing the average time to respond from thirty plus days to less than seven days. I initiated a planning framework across Infrastructure teams that guides prioritization, ensures alignment between work and organizational goals, and tells the story of commitments and risk. This has allowed the Sales & Marketing teams to collaborate with Engineers to plan conferences, align roadmaps, and prioritize the most impactful work. This process also acts to ensure seamless public / go-to market launches.I established cross-team collaboration norms in order to mitigate the risks of dependencies. I did this by establishing visibility into project work across all teams, assigning ownership to all aspects of the product software development lifecycle, and establishing healthy backlogs.I have built systems that provide operational insights, enabling leadership to drive changes based on the patterns in the data and teams to prioritize the most important work. This system of accountability has resulted in product engineering meeting more than 90% of its scope and time delivery commitments.

As Program Manager/Director I consolidated and streamlined delivery operations for the consumer capabilities and platforms teams. I established and maintained the budget process, allowing for teams to expand to meet product needs. I led the Agile processes for multiple teams with a team of scrum masters, resulting in multiple semi-autonomous and self-organizing teams. I orchestrated cross-brand and cross-functional stakeholder communications, ensuring team roadmaps and work ties up to company objectives and the delivery of value.This work set the foundation that has enabled these teams to deliver projects entailing time sensitive large-scale cloud migrations, legacy systems deprecations, new product MVPs, and new features on existing products. It set the stage to deliver a new personalization product that spans six brands and multiple engineering teams. I provided delivery leadership for the nascent Engineering Productivity and Tools team which centralizes and automates engineering tools and devops practices such as CI/CD build and deployment processes. This allows dev teams to increase productivity, decrease time to market, and reduce human error. I aligned team and platform roadmaps and objectives with company vision/goals and products, allowing teams to measure progress and set priorities in relation to company goals and product success. This provided the vision to the teams and insight to stakeholders into the backend/foundational technical services.

As project manager, I built and streamlined foundational Agile and Lean delivery practices across platform and shared services teams through the introduction of agile practices and establishing engineering tools team to implement mature delivery practices across multiple teams. As such, I fostered cross-functional relationships, enfranchising the local office with the wider company. This network of stakeholders and influencers across engineering, product, HR, finance, recruiting, and operations continues to support the growth of the platform capabilities.

As a functional consultant in a PM/BA role, I was involved in all aspects of CRM implementations for a portfolio of 15-20 clients. I gathered and documented business processes in the current state and desired states. I acted as an advisor; sharing best practices for CRM processes, user interface, and architecture. Regular interaction with customers was crucial and I communicated with the stakeholders on a regular basis to provide updates and receive feedback on the project.

As CRM Training Consultant, I established the CRM training practice for a CRM consulting firm. I designed, tailored and delivered application, best practice and critical analysis training for clients and new employees, including week long boot camps. I created and produced educational videos and content for a public education portal used by CRM users and administrators.

As Application Administrator I optimized the flow of information via understanding the value stream and streamlining our tooling accordingly. My work focused on the value stream so that we could more quickly deliver services to customers. I transformed the sales process and CRM tools to generate sales pipelines and reporting. I constructed a customer service management system that tracked activities and issues across multiple projects. I implemented and administered SharePoint processes and customizations for knowledge management. I represented IT on a cross-functional team that analyzed and redesigned operational methodology to improve company profitability, mapping resulting requirements to technology solutions. I led the Cultural Advisory Board which surveyed employee sentiment to provide the company a roadmap for employee joy.

Primary provider of desktop software and hardware supportProvided network support in a mixed Microsoft and Novell network