IT Service Delivery Manager

• Dec 2022 - Present

Costco IT Service Delivery Manager

• Sep 2022 - Dec 2022

Central Technology Platform Product Manager

• Jun 2022 - Sep 2022

• Product owner for operational onboarding process improvements to migrate from Sharepoint into Jira Service Manager. • Technical project manager and scrum master for Corporate IT and Site Reliability Engineering projects.• Planned and prioritized the Okta integration roadmap for Corporate IT and Security initiatives.• Provided architectural guidance and project management around the Atlassian Cloud multi-site instance. • Initiated, planned, and implemented a ITSM ticketing migration from a legacy on-prem system into Jira Service Manager across twelve Operational teams within six months. • Re-established quarterly planning and project intake process across the Central Technology teams managed by the PMO.• Created reporting dashboards (Power BI) for organization capacity, velocity, and other KPIs across service and project teams.• Technical documentation, training, and operational improvements Show less

Lead Technical Project Manager

• Oct 2021 - May 2022

• Product owner for operational onboarding process improvements to migrate from Sharepoint into Jira Service Manager. • Technical project manager and scrum master for Corporate IT and Site Reliability Engineering projects.• Planned and prioritized the Okta integration roadmap for Corporate IT and Security initiatives.• Provided architectural guidance and project management around the Atlassian Cloud multi-site instance. • Initiated, planned, and implemented a ITSM ticketing migration from a legacy on-prem system into Jira Service Manager across twelve Operational teams within six months. • Re-established quarterly planning and project intake process across the Central Technology teams managed by the PMO.• Created reporting dashboards (Power BI) for organization capacity, velocity, and other KPIs across service and project teams.• Technical documentation, training, and operational improvements Show less

Technical Project Manager

• Jun 2021 - Sep 2021

• Create and implement standardized project plans and sales packages to enable accurate capacity projections. • Generate Q3 and Q4 Product Roadmap based on current sales initiatives and business objectives. • Provide analysis and user story requirements to globally distributed teams of designers and developers. • Establish regular sprint cadence and metrics for success with standard Agile ceremonies for iterative progress. • Coach and train development and QA on automated testing methodologies. • Jira administration, including a completed migration from Asana into Jira. Show less

Big Data Technical Supervisor

• Feb 2021 - Jun 2021

• Directly managed a a scrum team and provided career coaching.• Rebooted a Release Train process across ten different scrum teams. • Initiated the integration with the GEICO Enterprise Testing Framework to automate testing.• Initiated a process and rolled out Sharepoint tools for Data Standards Governance within the department. • Provided Agile Coaching and mentorship for feature and story breakout as well as defining metrics for success. • Took on the Product Owner role and provided requirements for the MVP or a GraphQL Web Service.• Administered the Azure DevOps (ADO) processes and views for the department and acted as a SME for the tool by teaching live and providing technical documentation. Show less

Big Data Project Manager

• Aug 2020 - Feb 2021

• Coordinate and execute training and implementation for Jira to ADO migration.• Implement new visualizations and practices around project management metrics. • Identify data standardization gaps and implement process and practices to coordinate across multiple scrum teams.• Provide technical documentation through updates to the SDLC that include how-to articles and updated tooling geared toward automation and CI/CD.• Coach and train peers on agile project management practices and milestones.• Incentivize and train teams on testing automation through existing tools. Show less

Project Manager

• Jan 2020 - Jul 2020

• Build automated test suites for api services in Postman (JavaScript) to assist with UAT and troubleshooting. • Build functional design prototypes with Photoshop and InVision. • Performance issues and bug identification, reproduction, and prioritization. • Gather requirements, scope work and perform testing for government clients. • Provide technical documentation, how-to articles, and operational runbooks. • Manage all ongoing project statuses, reports, and communications. • Product manager, scrum master, and Jira administrator. • Refine and update operational workflows to improve efficiency to include automation within the task management system (Jira). . Show less

Digital Director

• Jun 2019 - Dec 2019

• Provide the roadmap for DevOps practices to stabilize deployments onsite.• Create roadmap for operational hybrid cloud environments for CI/CD using Docker, Kubernetes, Jenkins, Cisco hyperflex, and the Google Cloud Platform (GCP). • Functionally manage a team of engineers, designers, and product managers that create responsive applications and software platforms.• Instituted the first successful agile development team within Meow Wolf to uphold consistent velocity and rock-solid production code quality.• Create and uphold processes to improve code quality, feature definition, and deployments.• Coordinate across multiple teams to gather requirements and understand multiple projects.• Jira Administration and training for the whole team• New Products introduced by my team • New ticketing system for the House of Eternal Return • Updated Show Controller based upon Human Centered Design • Vegas Kiosks developed by this dev team • Wordpress website converted to Webflow with React front end Show less

Digital Project Manager

• Jan 2019 - Jun 2019

• Perform scrum master responsibilities and provide training on agile methodologies• Organize the implementation of DevOps practices within engineering to stabilize deployments.• Create and uphold processes to improve code quality, feature definition, and deployments.• Evaluate and implement workflows within Jira and perform system administration• Coordinate across multiple teams to gather requirements and understand multiple projects.

Senior Manager, Development Support

• Nov 2018 - Dec 2018

• Manage a team of engineers that address technical troubleshooting and support escalations.• Led a project team to identify software and hardware performance issues with a client under a $9 million yearly software as a service contract. • Queue management, documentation, and workflow implementation• Provide mentorship, training, and career growth opportunities• Custom development requests and SOW scoping• Operational escalations, troubleshooting, and bug resolution• Create operational dashboards (Power BI) for performance monitoring and metrics to include network, memory, CPU, and user logging. • Script writing and code review (SQL) for production hot fixes Show less

Lead Development Support Engineer

• Apr 2018 - Oct 2018

• Manage a team of engineers that address technical troubleshooting and support escalations.• Led a project team to identify software and hardware performance issues with a client under a $9 million yearly software as a service contract.• Queue management, documentation, and workflow implementation• Provide mentorship, training, and career growth opportunities• Custom development requests and SOW scoping• Operational escalations, troubleshooting, and bug resolution• Create operational dashboards (Power BI) for performance monitoring and metrics to include network, memory, CPU, and user logging.• Script writing and code review (SQL) for production hot fixes Show less

Technical Project Manager

• Jul 2017 - Apr 2018

• Manage a $1 million hardware implementation with a bare metal production environment and Amazon Web Services (AWS) DR environment. • Daily operational triage, scrum, and a combination of waterfall and agile methods• Generate project plans to meet custom client hardware / cloud environment needs.• Work with Technical and Sales teams to provision hardware in a data center or cloud.• Create and uphold processes and dashboard to understand timelines and staffing capacity.• Confirm purchasing, tracking, set-up, and receipt to consider a project complete.• Coordinate across multiple teams to gather requirements and understand project scope. Show less

Technical Product/Program Manager

• Aug 2013 - Feb 2015

• Requirements gathering, business analysis, and feature prioritization. • Create operational dashboards for ETLs to ensure data quality within the applications. • Implement new task management system (JIRA) by configuring, onboarding, and training the staff on how to use it with system. • Implemented a documentation system (Confluence) to enhance the task management system and create an accessible knowledge base. • Create documentation and user workshops to release new products and workflows. • Perform user acceptance testing with clients. • Manage sprint priorities as scrum master and coordinate technical demos. Show less

Lead Solutions Manager

• May 2012 - Jul 2013

• Designed and implemented artificial intelligence (AI) workflows for eDiscovery document review processes to meet industry quality standards and court deadlines. • Gather usability requirements from Client Services, Operations and Sales. • Act as a client-facing technical resource for Client Services or Sales when gathering require ments for custom solutions that may require additional development to support. • Design and develop prototypes to demo functionality to internal and external teams. • Translate prototypes into working requirements and coordinate with offshore teams to create sustainable custom development features for clients. • Bridge gaps between offshore development and operations by providing operational implementation plans. Show less

National Product Manager

• Sep 2011 - Apr 2012

• Gathered requirements from Client Services to develop features and workflows. • Created an online ticketing system (JavaScript and SQL) to transition the use of paper job requests. • Provided training and consultation to Project Managers and their clients. • Managed software and hardware upgrades and performed DBA tasks as needed. • Custom development and feature enhancement. • Gathered requirements from Client Services to develop features and workflows. • Created an online ticketing system (JavaScript and SQL) to transition the use of paper job requests. • Provided training and consultation to Project Managers and their clients. • Managed software and hardware upgrades and performed DBA tasks as needed. • Custom development and feature enhancement.

Hosting Manager

• Oct 2006 - Jul 2011

• Managed a team of Data Analysts within the Operations team. • Worked with Agile development team to integrate features into Operations and perform UAT. • Documented customized processes and provided resources for training and quality control. • Ad-hoc SQL reporting , data migrations and technical troubleshooting. • Consult with Project Managers and clients regarding efficient and accurate delivery methods. • Create stored procedures to streamline processes and deliver reporting metrics. Show less

NW Region Accounts Payable

• Aug 2006 - Oct 2006

• Resolve payments for cell towers in the AT&T northwest region. • Research and provide valid addresses for location of cell towers for payment processing. • Track and organize payments submitted. • Resolve late/lost payments with local electrical companies to maintain the use of the cell towers. • Resolve payments for cell towers in the AT&T northwest region. • Research and provide valid addresses for location of cell towers for payment processing. • Track and organize payments submitted. • Resolve late/lost payments with local electrical companies to maintain the use of the cell towers.

Financial Advisor

• May 2006 - Aug 2006

• Establish and conduct face to face meetings with clients. • Develop casework and present a complete, written report with a financial plan. • Make product recommendations based on client needs. • Work as broker for insurance or equities on an as-needed basis. • Establish and conduct face to face meetings with clients. • Develop casework and present a complete, written report with a financial plan. • Make product recommendations based on client needs. • Work as broker for insurance or equities on an as-needed basis.

Telephone Banker II

• Jun 2005 - May 2006

• Mentor and train the management resolution group and new hires. • Service and troubleshoot online technical banking issues. • Assist in Loss Management: Deposit Losses, Collections, RDI’s and Forgeries. • Business banking and product recommendations. • Mentor and train the management resolution group and new hires. • Service and troubleshoot online technical banking issues. • Assist in Loss Management: Deposit Losses, Collections, RDI’s and Forgeries. • Business banking and product recommendations.