Troy Green Email & Phone Number

Seattle, Washington, United States

Technical Program Manager with a comprehensive background in developing and executing successful Support Services Readiness project plans that drive measurable outcomes in supportability and readiness. I specialize in identifying and addressing key trends impacting these areas and in creating and refining a robust set of supportability requirements to ensure quality and elevate the customer experience across the product lifecycle.In this role, I led the implementation of new NPI (New Product Introduction) and PLM (Product Lifecycle Management) processes tailored to the support organization, streamlining support readiness from the BETA phase through Post-GA. This initiative resulted in notable gains in operational efficiency, expedited issue resolution times, and enhanced alignment with evolving customer needs.Adept at presenting strategic updates and insights to Global Services (GS) and Executive leadership, I bring strong communication skills and a collaborative approach. My experience includes working seamlessly with cross-functional teams—spanning engineering, product management, and support—to drive continuous improvement and optimize operational management, supportability, and overall customer experience.

Seattle, Washington, United States

As a Supportability Strategist, I am responsible for creating, maintaining, and executing a supportability strategy for the Services organization. My expertise lies in delivering market competitive support experiences across F5's offerings, including SaaS and Managed Services solutions. I work to ensure that Day 1 Product launch customer experiences incorporate support best-practices and customer preferences. I also deliver data-driven customer input on their support engagement priorities and develop and maintain a roadmap for improved supportability covering customer and employee experiences. I am adept at maintaining competitive insights and related supportability benchmarks and delivering customer self-serve options. Additionally, I deliver and maintain Executive level reporting on current supportability and development roadmap status.*Create, maintain and execute a supportability strategy for the Services organization incorporating in-product Support, closed-loop quality improvement and support-at-source and includes the Partner Channel*Deliver market competitive support experiences across F5’s offerings, including SaaS and Managed Services solutions*Ensure that Day 1 Product launch customer experiences incorporate support best-practices and customer preferences*Deliver data-driven customer input on their support engagement priorities*Develop and maintain a roadmap for improved supportability covering customer and employee (e.g. support engineer) experiences*Maintain competitive insights and related supportability benchmarks*Wherever viable, deliver customer self-serve options*Deliver and maintain Executive level reporting on current supportability and development roadmap status*Drive the enterprise adoption of Digital-New Product Introduction (e.g. Digital Readiness Assessment) within the F5 Enterprise-Product Lifecycle Management process

Greater Seattle Area

● Lead BA for the Global Service's BSP ● Lead BA in planning effort to fund and deploy Customer Success Solution at F5● Supported the Market to Service Agile Release Train as a SME for Subscription renewals● Customer Experience Product Owner for F5 RPA Initiative which involved building out the initial RPA MVP, Building the RPA Proof of Concept, and developing a Business case selection process● Instrumental in developing key vendor relationships to help deliver BSP projects successfully

Greater Seattle Area

● Awarded "Five Star" award for Service Excellence● Led key Product Software Estimation effort new F5 Subscription offering● Senior Global Services Business Analyst- supporting AMER, APAC, EMEA, & JAPAN business units● Led several process improvement initiatives for Sales & Marketing using Salesforce and Oracle ● Led several process improvement initiatives for Service Renewals team using Salesforce and Oracle ● Developed and implemented Process Improvement program ● Supported corporate Chart of Accounts migration● Supported corporate CPQ Integration with Salesforce

● Implementation Lead for CRM project. Responsible for maintaining project schedule, managing requirements, and Testing● Responsible for providing project oversight and guidance to client senior management team regarding SLDC best practices. ● Developed and Implemented Change Management process for project office● Oversaw the development and implementation of requirements plan (gathering and management)● Oversaw the development and implementation of Test Strategy. Managed Unit, QA, and UAT Test Activities● Lead business transformation team to organize organizational processes and recommend improvements.

•Gathered Requirements, Designed, and supported implementation of national .NET POS application for Labor Ready.•Created and executed requirements management plan for enterprise project with focus on “Order Management” and Customer Relationship Management (CRM).•Proactively communicated and collaborated with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: Business Requirements Document, Use Cases, Mock-ups, test cases, end user UAT support documentation•Elicit requirements using end user interviews, JAD Sessions, process modeling, and workshops specifically for development, data conversion, and retiring legacy system.

*Successfully implemented SugarCRM solution for sales and field support *Responsible for re-engineering existing business processes and supporting alignment to enterprise strategy *Defined and recommended system solutions to meet business goals and product requirements *Managed document and configuration control system *Prepare and or maintains documentation pertaining to engineering, systems operation, and user documentation *Managed the implementation and development of internal Database applications for LOB support *Develop detailed business requirements and functional specifications for input to application development *Participate in the review of technical specifications *Currently assigned as Interim QA Manager for QA Department and team lead for ISO certification and process re-engineering

Help desk Analysis; Mobile development; Process Improvement