• Served as product owner within a SAFe environment for verification services suite including degree and dates of attendance verification transactions for commercial, corporate, and individual users• Created UI/UX wireframes and user flows to provide in-depth guidance to development teams during implementation as part of a full user portal redesign initiative• Documented complex business logic flows to ensure accurate implementation and integration of enhancements across various dependent in-house systems• Implemented cross-organizational 'lived name' initiative to provide enhanced student data matching logic in order to meet new state law requirements and improve the student end user experience• Led initiative to migrate existing customer-facing reporting tools and functionality to Angular-based platform that is natively embedded within the user portal to increase performance and improve the user experience• Responsible for cross-team collaboration in areas like legal review, cloud migration, data analysis, DevOps & infrastructure, legacy system enhancements, and on-going product support• Served as front-end developer for customer experience enhancements in Angular-based applications• Acted as subject matter expert for creation and maintenance of Datadog dashboards, alerts, and monitoring functionality

• Spearheaded the development and delivery of high priority agent features and functionality to support the pursuit of organizational mission and goals• Helped lead the shaping, implementation, and general release of a macOS agent to allow for the expansion of Huntress market share and increase protection capabilities provided to clients and partners• Oversaw the expansion of managed antivirus functionality to include additional OS platforms, which increased adoption rate of the feature by 13%• Delivered monthly software releases to ~4,300 partner accounts covering ~1.9 million user endpoints• Worked closely with product and engineering stakeholders to refine and implement an enhanced organizational SDLC process• Prioritized and refined "off roadmap" work as it was identified to ensure that critical findings were slotted into the backlog where appropriate to meet customer (internal and external) needs• Facilitated team collaboration and alignment by leading sprint ceremonies for multiple scrum teams• Participated in cross-team discovery and research activities to better understand ongoing customer issues with the end goal of providing resolution and/or identifying necessary follow on work that would provide a lasting solution• Served as SME for system features and functionality including managed antivirus, client installation and registration flows, and system data collection and review for both Windows and macOS platforms

• Served as product manager for PowerFAIDS Cloud project with the goal of transforming existing software into a next-generation, AWS-based SaaS product• Utilized JIRA to define and refine product backlog items from the feature level and down including the creation of acceptance criteria, technical specifications, user interface mock-ups, logical flow charts, and architectural diagrams• Defined MVP standards for new features and functionality with consideration for customer retention and external dependencies, such as third-party software partnerships• Conveyed and clarified end-state product vision for an overall development team consisting of five scrum teams and an architecture team via story mapping and knowledge transfer exercises.• Prioritized user stories across release and sprint backlogs, serve as subject matter expert for all product backlog items, resolve trade-offs and roadblocks for scrum teams, and partner with scrum masters to ensure agile principles and practices are followed• Implemented quarterly release plans in tandem with other cross-organizational stakeholders.• Evaluated sprint health, highlighted project risks, managed sprint and release scope, and identified product backlog item implementation options• Analyzed user needs, performed impact analysis, and developed business requirements/user stories• Performed user interviews, work with focus groups, and lead white-boarding sessions for cross-functional team concept development • Collaborated with Development and QA staff to plan, execute, review and validate the development and testing effort• Collaborated with team to perform Usability testing, User Acceptance Testing (UAT), and manage external UAT with users and vendors• Acted as an internal trainer to roll out new functionality to the customer support, training, sales, and documentation teams

• Served as product owner in an Agile/Scrum environment to design and deliver enhancements to the PowerFAIDS financial aid software system.• Delivered 4-5 finished software releases per year to ~700 higher education institutions with ~5,550 administrative users and ~2 million student users.• Worked alongside developers and analysts to design Web API components for PowerFAIDS desktop software to allow for real time customer data integration.• Created command line based Python programs to test and demo functional aspects of PowerFAIDS API functionality.• Worked alongside developers to design and enhance student and administrator facing web-portal components for PowerFAIDS software.• Maintained multiple software environments that included SQL databases, web servers, and API endpoints, for the purposes of user acceptance testing, training, and presentation purposes.• Created detailed mockups, wireframes, and user flows to demonstrate proposed functionality in both traditional software and web based tools.• Presented sessions on complex financial aid and technical topics to large scale user groups for the annual PowerFAIDS user conference.• Conducted research on various driving factors behind financial aid software needs including federal regulations, Department of Education/Common Origination and Disbursement technical reference guides, consumer-based market research, etc.• Served as liaison to third party partners, vendors, and specialists.

• Created and executed multiple software implementation models based on customer needs and business requirements.• Oversaw all software implementations for new PowerFAIDS customers with a focus on multi-departmental compatibility and customer-defined needs, as well as best practices for data integration processes.• Created proposals and project plans for improvements to be made against all internal and external areas of supervision including training, interdepartmental communication, escalations, etc.• Led user acceptance testing program across multiple release iterations including beta, early adopter, and general acceptance.• Supervised the PowerFAIDS training team and oversaw the implementation of new and improved training philosophies and models including online interactive simulations, recorded video, and live-streaming.• Supported the PowerFAIDS Sales team by providing in-depth and customer-specific product demonstrations.

• Managed scheduling and processing of various data integration files to ensure database accuracy across multiple systems• Responsible for troubleshooting of errors involved with multiple database updates, file corrections, discrepancies, etc.• Served as primary point of contact regarding financial aid system support for multiple offices including IT, HR, Payroll, PeopleSoft, etc.• Led a multi-campus Student Employment software system implementation with a focus on data integration, interfaces, and design.• Oversaw day to day operations of online student employment system across all levels of access including students, employers, and admins.

• Supervised and trained teams of 20+ people with an emphasis on skillset development to best meet customer needs in an evolving and demanding consumer market.• Served as technical expert for high speed internet services including modems, routers, and PC settings with a specific focus on customer service.• Responsible for monitoring call volume and traffic to best route high volume areas to sufficiently staffed teams.• Analyzed data to create phone statistic reports to track metrics including handle time, hold rate, drop rate, etc.