Project Manager working with Unified Collaboration (Including Contact Center), Network Infrastructure, Wireless, Cloud and Security Teams to optimize the delivery of services to Clients.

• Scrum Master, daily stand-ups, bi-monthly Iteration planning, bi-monthly retrospectives, Monthly backlog refinement sessions and presented finished work in weekly demo.• Developed the product strategy, vision, and roadmap which included all of the organization teams required (Architect, Infrastructure, Legal, Vendor Management, Business Partner, etc.). (SAFe)• Implemented Lean Product Development within our team to match the Corporate standards. (SAFe)• Scrum Master of a team of professionals, including a QA automation developer, QA lead, Developer lead, junior developer, and a Business Technical Analyst.• Managed multiple call center product migrations. Successfully merged NICE Performance Management (NPM) application NPM with multiple other applications such as Workforce Management (WFM; Aspect and Verint), NICE Quality Management (QM), Mosaic Datawarehouse, Genesys Call Center Software. Have a broad understanding of each of these software applications.• Effectively implemented Rally within our team for Agile defect tracking and user story Management. (SAFe)• Manage a cross functional team including office and home-based employees in different time zones, to improve team performance and continuous delivery• Managed the Product Backlog with the Product Owner and helped write User Stories in a collaborative environment.• Used Kanban Boards for work in Rally Software. Managed work-in-progress (WIP) and defined policies to reduce confusion.• Co-authored proposal and bid for a $2M upgrade, to remove old end-of-service life hardware and move into a modern Azure Cloud environment. • Manage $3M budget and slashed the budget by $240k, while still ensuring continuation and enhancement of services.• Provided leadership for a complex multiphase project to improve the quality and effectiveness of the operations and align with the organization’s goals and objectives. • Managed projects containing requirements for SOX/PCI/PII Compliance, and FAA regulations.

• Write user stories and manage Product Backlog for Product Owner in an Agile environment• Conduct project meetings, reviews, walkthroughs, and customer interviews and coordinate various technical and managerial teams at all levels

• Collaborate with different IT teams to understand existing application processes, challenges, risks, and prepare use cases of all functional, non-functional, technical requirements, application implementation details and defined acceptance criteria• Gather requirements for working sessions and interviews with the Subject Matter Experts, End Users, and Product Owners• Design Business Process Models (BPM) using UML diagrams such as use case model, class diagrams, activity diagrams, sequence diagrams, and collaboration diagrams in MS Visio, helping development and quality assurance to understand the requirements

• Develop and maintain test plans, test cases, and defect tracking• Perform cross browser and platform capability testing• Collaborate with different IT teams to understand existing application processes, challenges, risks, and prepare use cases of all functional, non-functional, technical requirements, application implementation details and defined acceptance criteria• Gather requirements for working sessions and interviews with the Subject Matter Experts, End Users, and Product Owners

• Corrected 64 defects, a 675% increase year over year, reducing yearly maintenance fees from $107,000 to $50,000• Product Manager for Vendor application, Automated Reaccommodation Application• Project Manager for a special project for the Airline Service Recovery Initiatives

• Led the merger efforts between US Airways/America West for the Reservation system and the weight and balance (Fos/Decs QIK) Migration for Customer Service• Project Manager for SABRE to SHARES reservation system migration testing coordination for Customer Service• Project Manager to new uniform program for the combined airlines (US Airways and America West)• Managed comprehensive overhaul of all airport signage• Traveled extensively to work on and/or with employee advisory committees

• Relief Shift Manager• Supervisor, Passenger Assistance Counter & Gates• Customer Service Agent