Key Responsibilities:* Leading the conceptualization and development of new service products, aligning with fluctuating market trends.* Supervising product managers, ensuring adherence to the Software Development Life Cycle (SDLC) across all service offerings.* Implementing Agile Scrum methodology across product management teams for optimal efficiency.Service Teams Leadership:OneLogin SSO Platform – Vendor ProductKnowledge Management – Tailored for NTTD customersServiceKey Mobility – Custom-developed for both NTTD and clientsOverAir System for Field Service – Internally produced for NTTD customersCustomer Satisfaction Platform – In-house development for NTTD clienteleOperational Roles:* Determining estimations and planning future releases in alignment with product road maps.* Leading the process of service rate collection for internal software product usage billing.* Driving internal product marketing and communications using MS Office and Adobe products.* Ensuring seamless daily support operations across production, disaster recovery (DR), and development tiers of the applications with a focus on 100% uptime.* Upholding compliance to meet security audits, ISO-9000, and 20000 certifications across all teams and products.Team Collaboration and Management:* Fostering a collaborative environment with senior management and cross-functional teams to deliver feature-rich software products.* Ensuring the successful delivery of software products, from design through to release.* Creating detailed task plans for each supported application, defining goals, staffing, and scheduling.* Identifying potential risks and establishing contingency plans and resource allocations for each supported application.* Providing leadership and coaching to inspire teams towards peak performance.Technical Proficiencies:ServiceNowBMC RemedyIdentity Access Management (IAM)H2H integrationsiOS & Android Development ManagementPHP, Apache, and MySQL Development

Promoted to Software Product Design and Support Manager – Led a global team of open source software developers and deployed multiple internal applications for the corporate service desk. These tools increased agent response times and customer satisfaction.

Promoted to product programmer - building internal tools. Knowledgeable in PHP/MySQL programming, HTML/CSS, Server installs and configurations supporting these environments.

Lateral promotion to service desk support – customer facing role

Promoted to mainframe support – healthcare customer

Hired to support customer data storage and back ups

Contracted to assist the team with programming work on their internal corporate network. PHP, HTML and MySQL programming.

Specialized in the placement and monitoring of surveillance equipment on the battlefield. Completed tours of duty in Bosnia and Korea.