I'm actively seeking my next Program Manager role to extend my skills and expertise that I've accumulated in several different PM positions. I'm currently working on completing my Scrum Master certification to compliment the Agile Lead experience I have already. I'm passionate about tracking projects and tasks to completion and I'm looking forward to a new challenge!

Researched and developed a quality compliance framework system from the ground up, incorporating both company and client values and objectives to evaluate frontline engineer performance, establishing a standardized baseline for a new specialized support team.Designed and established an onboarding process, including a new curriculum for training new hires and refreshing current employees on skills and tools essential to achieving quality and success in their distinguished customer support role.Researched, implemented and managed the call center phone system including; profile configuration and routing, auto attendant messaging, agent and supervisor training.

Program Mgr for Microsoft Operations Center Livesite Critical Response team supporting BingLivesite Service & Problem Management: Collaborated with Service Account Management, Operations Management and Service Engineering teams to initiate and drive projects that aligned with organizational key initiatives and to keep the business running for the Microsoft Operations Command Center.Livesite Service Integration: Developed an end-to-end process for onboarding Microsoft Operations Command Center support services to Development Engineering Group customers in the Bing and Ads organizations to align to the current toolset.

Contractor at Microsoft - Cloud Datacenter ManagementDevelop, enhance and mature the incident management process for monitoring Azure hosted cloud services.- Manage 24/7 on-call Tier 2 team of service operations engineers.- Collaborate with tools development team to promptly address issues, define requirements for feature requests, push for approval and manage implementation to production.- Monitor service live site activity & availability and analyze data metrics. Drive daily meetings, communicate status and follow-up on action items. - Ensure all troubleshooting support guides and process documentation is current, complete and consistent - Follow consistent agile sprint rhythm to drive project tasks to completion - assisted with planning and daily Scrum meetings.

Contractor at Microsoft - Management Platforms and Service DeliveryWork closely with engineers to orchestrate global monthly security patch deployments to all clients and servers internal to Microsoft and a few external corporate customers as part of their service plan- Monitor compliance, identify risks & dependencies, mitigate issues and compile monthly metric reports- Create end-to-end process documentation, workflow diagrams and daily task calendar - Drive virtual team to complete tasks and ensure goals are achieved Improve and document the process and drive a virtual team in creating integrated operating system deployment image builds, released globally on a quarterly cycle to support new OEM hardware and integrate current updates and applications.- Collect and understand internal & external customer requirements, document approved specifications, create schedule and drive team through each cycle- Communicate project status and maintain Sharepoint portal siteEstablish and manage process for service engineers using agile methodology.- Drive daily Scrum meetings, compile metrics, create and communicate status reports.- Analyze business needs, assist with resource and project planning, create templates and queries, and provide tools training.- Organize and drive monthly retrospectives, create surveys, compile feedback, direct change implementation.

Contractor at Microsoft - Entertainment & Devices Division - Windows MediaCenter ServiceabilityManage and drive Windows Media Center sustained engineering update releases - Coordinate with OEM partners to establish and document their needs for redistributable Hotfix solutions. Facilitate test and development engineers to understand, reproduce and fix issues then drive sign off and release of updates. - Develop, refine and maintain sustained engineering process documentation and content. - Drive key stakeholder meetings, communicate agenda and ensure all action items are completed.- Acquire knowledge of the Media Center technology to credibly contribute to assessing risk, impact and opportunity and make final decisions.

Project manager supporting several Windows software development lifecycles including Service Packs, Security Updates and Hotfixes- Assist with project planning and schedule development and communicate project status. - Daily ship room contributor, partner component and localization advocate, identify risks and dependencies & provide mitigation plans.- Communicate meeting notes, action items and build schedule and maintain project dashboard. - Liaison to localization test and partner component servicing teams, evaluate test plans, collect project milestone sign off. - Manage process documentation, training and mentor new team members.- Drive new feature process, design specification templates, serviceability compliance and build integration.Release Manager designing & managing release processes for various Windows servicing deliverables.- Plan, design and drive Beta programs with external TAP and OEM customers as well as internal self-host programs.- Establish goals and schedules, compile and communicate program status and metric reports- Analyze and report customer feedback, file bugs and design change requests and follow-up with customers- Manage master media and web release processes to various channels for major milestones and final release.

Contractor at Microsoft Test engineer - develop test cases and automation for localization build verification, user-interface and web content testing. Lab manager - manage hardware and network infrastructure for several labs. Coordinate with engineers on hardware and application configuration requirements, schedule lab use time and automate installations.