Experience

• 

  Monster Government Solutions

  • Principal Project Manager, Professional Services

    • Oct 2023 - Present

• 

  UrbanStems

  • Project Manager, Technology

    • Sep 2022 - Aug 2023

    Crafted structure and process for communicating and documenting deployment schedules and release notes to cross-functional stakeholders for three separate technology teams utilizing multiple channelsEnacted bi-weekly release schedule, coordinated meetings across front-end, back-end, and BI teams to reflect consistent agile ceremonies to allow reliable expectation setting to stakeholders Reviewed backlogged requests and created prioritization infrastructure for stakeholder groups across the business (ecommerce, customer care, operations, delivery, supply chain, etc.)Owned technology team’s request intake and triage process, routing requests across the spectrum from hardware/IT to internal tooling to feature requests on the websiteManaged major technology projects including a transition to zip-code based maps for Mother’s Day 2023, enabling UPS WorldEase labels for farm-direct shipping for Valentine’s Day 2023, and load-balancing subscription product sends based on current inventory

• 

  Independent Security Evaluators

  • United States
  • Computer and Network Security
  • 1 - 100 Employee

  • Director of Consulting Services

    • Feb 2022 - Sep 2022

    Responsible for kicking off, staffing, and delivering over 100 unique client engagements per year (124 in 2021)Lead organizer for senior leadership meetings: developed agenda and cadence for Monthly Business Review meetings, identified and developed dashboards for key progress indicators across all departments, and revamped company-wide goals measurement and reporting approach for 2021Created and administered ISE’s internal and external project management methodologiesDeveloped the Professional Services team’s capabilities and structure for varied internal and external projectsLed multiple internal high-visibility projects from procurement through implementation and roll-outCrafted ISE’s internal change management team and process through education and executive coaching

  • Director, Project Management Office

    • Mar 2020 - Apr 2022

  • Senior Manager, Service Delivery

    • Jul 2018 - Mar 2020

    Increased project efficiency from an average of 122% budget usage to 99% over four quarters via leadership of the project management and technical project lead teamsLed transition of new incoming deals from recurring assessments to ongoing retainer services, allowing for more profitability and higher customer satisfaction but increased project management requirementsOngoing process creation and iteration to support new initiatives and company growth, including internal and external Slack usage, project management methodologies, customer collection and contract cancellation SOPs, etc.Hire, train, and manage the Project Management and Resource Management teams (four direct reports, managing the work of a team of 20); mentor analyst team and corporate operations teamCreated company-wide bonus incentive plan and goal tracking processOversee major events including execution of the IoT Village at DEF CONChampion of ISE’s grassroots company culture of inclusion, learning, excellence, and ridiculousness

  • Consulting Operations Manager

    • May 2016 - Jun 2018

    Implemented company’s first CRM (NetSuite OpenAir) to track project status, resource scheduling, and timesheets after a research and evaluation exercise. Successfully kicked off and wrapped over 300 projects since the system’s inception in January 2017 through present.Developed company project management best practices, processes and approach.Enacted internal project kickoffs and post-mortems to analyze project performance and scoping accuracy

• 

  Social Solutions

  • United States
  • Software Development
  • 100 - 200 Employee

  • Special Projects Manager, Product Management

    • Dec 2015 - May 2016

    Managed technology/development deliverables for company’s largest custom implementation to dateServed as single point of contact representing developers and product managers in project scheduling and strategy planningManaged content and communication of code releases to keep the configuration team on schedule for delivery of completed projectPrioritized defects for resolution based on contractual obligations and custom Service Level Agreement for the customerAdvised other projects for the Product Management team including a Business Objects upgrade, End-of-Life for a legacy reporting system, and managing and moderating the public Ideas Portal (customer submitted enhancement requests)

  • Support Manager

    • Nov 2014 - Dec 2015

    Oversaw the tier 1 support team in a period of high growth (inherited team of 7, left role with a team of 19)Managed team to exceed current metrics for efficiency, accuracy and customer satisfactionProcessed all internal and external escalationsImplemented a new phone and CRM system (SalesForce.com)Developed an ongoing Root Cause Analysis programDrove ongoing Customer Health and Net Promoter Score initiatives

  • Advanced Support Consultant

    • Aug 2013 - Nov 2014

    Grew key client accounts from go-live into healthy and high-performing customers through strategic consultation and ongoing project management.Built strong working relationships with contacts at all levels of each assigned account to ensure ROI of the ETO software product.Provided proactive and reactive support for questions, enhancements and issues with ETO software and add-on products and escalated issues internally as needed.Created custom manuals and documentation, training curricula, and any auxiliary collateral required for the client.Provided feedback on process development and improvement.Developed dynamic reports for users at all levels of organizational hierarchy, including key performance indicators, dashboard reports, regression analysis, data quality, risk metrics, and executive score cards.Contributed to internal cross-functional teams to improve product offerings, documentation, client hand-offs, etc.Advanced expertise with ETO software and all elements of the ETO suite of products. Comfort with MS Office (including advanced knowledge of Excel), SAP's Business Objects Web Intelligence, NetSuite, Google Sites, Google Docs, Groupsite, Bugzilla and Articulate.

• 

  Foreman Wolf

  • Baltimore, MD

  • Social Media Manager

    • May 2013 - Aug 2013
    • Baltimore, MD

    Developed and managed communications and social media content and metrics for seven separate companies in the Foreman Wolf portfolio. Expertise with Constant Contact, Facebook Pages, Twitter, Instagram, SEO, Google+, and WordPress.

• 

  Social Solutions

  • United States
  • Software Development
  • 100 - 200 Employee

  • ASC Manager, Customer Support

    • Sep 2012 - May 2013

    At the direction of the CEO, developed a new department to serve key client accounts' unique needs.Provided proactive and reactive support for questions, enhancements and issues with ETO software and associated add-on products and escalate issues internally as needed.Grew key client accounts from go-live into healthy and high-performing customers through strategic consultation and ongoing project management.Managed five accounts personally, grew the team from one resource to six full time resources to support 30 key accounts.Reported on entire team's account status to the executive team.Provided guidance to product team regarding the unique needs of larger clients with broad data sets.Managed staff both in office and staff working remotely.

  • Tier 2 Manager

    • Jan 2012 - Sep 2012

    Hired, trained and oversaw the Tier 2 Support team of product specialists (between two and three direct reports throughout my time in this position) to ensure availability for Advanced Support, an outstanding customer experience, and key performance metrics were met.Developed Tier 2 team resources (HMIS Analyst, Reporting Analyst, ETO Money Analyst) into effective customer resources and subject matter experts.Oversaw the Tier 1 Manager and her completion of all duties associated with that position (below).

  • Tier 1 Customer Support Manager

    • Mar 2011 - Jan 2012

    Hired, trained and oversaw the Tier 1 Support team (between four and nine direct reports throughout my time in this position) to ensure complete coverage and an outstanding customer experienceProvided weekly reports to show key performance metrics were met (missed calls, first contact resolution, average call time, etc.)Developed standardized training for new hires.Implemented process changes for more thorough and efficient case resolution, ensured team adhered to established procedures.Enacted performance plans as needed for lower-performing staff.

  • Customer Advocate

    • May 2010 - Mar 2011

    Reviewed all incoming customer surveys.Provided feedback on common themes and issues to product team and senior management.Responded to individual surveys (if identifiable) with suggestions and feedback to help the respondent towards a more positive experience with the product.Continued previous duties of Customer Support Associate.

  • Customer Support Associate

    • Nov 2008 - May 2010

    Provided high quality customer service to non-profit and government clients via phone, email and chat.Logged issues for developer review.Contributed to online documentation and training materials.Mentored new hires.

• 

  Civic Education Project

  • Baltimore, San Francisco

  • Program Assistant

    • Jun 2008 - Aug 2008
    • Baltimore, San Francisco

    Managed day-to-day administrative duties of the program; orchestrated outings and events; dispensed medication to students.

• 

  Wilson Farm

  • Lexington, MA

  • Cashier

    • Jul 2001 - Jan 2008
    • Lexington, MA

    Corn-fest faithful.