Experience

Berry Appleman & Leiden

• United States
• Law Practice
• 1 - 100 Employee

• Director, Product Operations

  • Sep 2022 - Present

• Head of Application Support

  • Oct 2018 - Sep 2022

  Engaged to design and execute an enterprise Product Support strategy for an Immigration Law practice and Alliance Partner. Provide leadership and direct management of application support operations. Accountable for the development and implementation of programs and processes to improve efficiencies and increase customer satisfaction.• Manage a team supporting 1200 employees and over 175k active users • Developed an incident management playbook by defining processes and procedures following ITIL best practices• Maximized team productivity and efficiency by utilizing technology and revamping service protocols to improve operational efficiencies while reducing head counto Increased time to resolution by 80% o Average speed-to-answer improved by 95%o Increased user satisfaction by 95% ando Reduced the aging backlog from 8 weeks to less than a week within 3 months• Created a suite of dashboards to report against key operational metrics and OKRs• Identified areas for continued improvement by using data to address and implement change



DHI Group, Inc.

• United States
• Software Development
• 200 - 300 Employee

• Director Program Management, Global Operations

  • Aug 2014 - Oct 2018

  Appointed to manage the successful migration of a multi-data center operation to Amazon Web Services infrastructure, ultimately saving over $100k a month in operating costs, for our global operations department. • Responsible for all aspects of the program's life-cycle including management of scope, schedule, budget, internal and external resources • Collaborate with multi-faceted teams to develop program strategies and related performance measurement criteria designed to drive continuous improvement • Lead and facilitate timely executive program level reporting, perform risk assessment and issue resolution • Interface with global cross functional teams accountable for product deliverable' s using Agile Scrum and Kanban methodology • Manage the project portfolio for the Global Technical Operations department; including partnering with team leads to build the business case with cost, schedule estimates and resourcing needs • Work closely with executive management in identifying and assisting in the development of program growth opportunities



Double Check Solutions

• Denver, CO

• Director, Software Delivery

  • Feb 2014 - Aug 2014

  Commissioned by this newly formed software organization to oversee the product definition, design and implementation of a product idea never before seen. • Product Owner responsible to define product vision and roadmap • Responsible for product definition, including wire-frames, mock ups and user story creation • Manage SCRUM development team consisting of UI/UX, Quality Assurance and Software Engineers • Create software delivery processes based on Agile best practices • Review and approved design documents and organized demo' s with the stakeholders throughout the company • Conducted daily stand-ups, bi-weekly sprint planning, backlog grooming and retrospectives • In charge of final product acceptance and release



onTargetjobs

• Director of Production

  • Jan 2008 - Feb 2014

  Holding multiple roles within onTargetjobs over the course of 8 years, promoted to this newly formed position to oversee and manage the quality and reliability of our applications and production environments.• Appointed to create a world class Production Support organization to oversee the integrity of seven professional job seeker websites, supporting over 300 employees and millions of users • Managed a multi-faceted team of QA Engineers, Email Marketing Experts and Production Support members• Generated revenue by analyzing SEO trends and recommending changes to increase traffic, resulting in additional conversions• Defined the mission, vision, strategy, and roadmap - and work with the teams to execute against these plans every day• Reduced operational costs 25% by establishing departmental policies and procedures, created repeatable processes and communicating expectations• Through process engineering, achieved a 96% success rate for on-time product delivery• Utilized ITIL, Quality and Marketing best practices to drive the team to achieve an exceptional level of quality and support for both internal and external customers• Provide leadership and direction for executives as well as technical and product members in Agile best practices; achieving a company-wide adoption of the Agile methodology• Designed and installed customer service systems for internal Production Support agents• Identified and implemented reporting KPI metrics to gauge performance and led the effort to collect data and report on those metrics

• Manager, Project delivery

  • Sep 2006 - Jan 2008

  • Led several initiatives to migrate acquired companies into our enterprise product platform. • Directly managed a team of 4 project managers; indirectly managed multiple teams of software, database and quality assurance engineers totally over 50 individuals.• Conducted ongoing project performance analysis, monitoring scope, communicating project status and mitigating risks. • Led initiative to introduce SCRUM practices into our project lifecycle methodology.• Chaired planning and design sessions with key project stakeholders.• Created comprehensive use case models, business requirements and technical specifications for complex project efforts.• Responsible for building highly effective delivery teams through training, coaching and enabling individual contributors to work as a team.



Independent Business Owner

• Neuromuscular Massage Therapist

  • Nov 2003 - Sep 2006

  Acquired a license in Neuromuscular Massage Therapy and established Healthwise Therapeutics, LLC. Utilizing advanced therapeutic techniques and technology, acquired a customer base of over 300 individuals and 5 physician referral paths. Acquired a license in Neuromuscular Massage Therapy and established Healthwise Therapeutics, LLC. Utilizing advanced therapeutic techniques and technology, acquired a customer base of over 300 individuals and 5 physician referral paths.



IZOIC, Inc

• Manager, User Education

  • Apr 2000 - Nov 2003

  Izoic, Inc. initiated one of the first online "Call before you dig" software tools to be used by utility locating service providers. Engaged to establish and manage a cross-functional team of technical writers, business analysts and corporate trainers; responsible for the go-to-market strategy to ensure customer adoption and satisfaction. Izoic, Inc. initiated one of the first online "Call before you dig" software tools to be used by utility locating service providers. Engaged to establish and manage a cross-functional team of technical writers, business analysts and corporate trainers; responsible for the go-to-market strategy to ensure customer adoption and satisfaction.



Great West Life Assurance

• Englewood, CO

• Business Analyst/Trainer/Corporate Uner

  • Dec 1986 - Apr 2000

  Great-West Life is large-scale insurance provider. Primarily worked on the business side as a case underwriter then moved into technology as a business analyst, quality assurance analyst and application trainer. Great-West Life is large-scale insurance provider. Primarily worked on the business side as a case underwriter then moved into technology as a business analyst, quality assurance analyst and application trainer.