Experience

SimpliSafe

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Staff Problem Manager, Customer Success

  • Mar 2021 - Present



California Department of Consumer Affairs

• United States
• Consumer Services
• 100 - 200 Employee

• Business Modernization Technical Configuration Specialist

  • Apr 2020 - Mar 2021

  Responsible for defining, testing, and supporting the new online licensing system for California State’s Board of Professional Engineers, Land Surveyors and Geologists. • Build user stories based on defined requirements and delivered system framework • Collaborate with both engineers and the board to work out details; translating technical details to plain language for executive leadership • Define and execute test scripts, ad-hoc testing and conduct User Acceptance tests • Support product rollout; reporting and prioritizing bugs against new development Show less



The Financial Information System for California (FI$Cal)

• United States
• Government Administration
• 1 - 100 Employee

• Change and Release Management

  • Oct 2018 - Mar 2020

  CHANGE AND RELEASE LEAD Responsible for facilitating all FI$Cal productions changes through the change management process. Also responsible for deployment and M&O for a complex ServiceNow implementation. • Facilitate daily CAB meetings for FI$Cal (PeopleSoft) production changes. • Ensure proper processes are used for all changes and help the change owners navigate the system and people involved. • Daily and monthly reporting to ensure proper visibility to changes and risks for leadership and key stakeholders. • Lead team working directly with business experts to document requirements and design specifications for PeopleSoft deployments. • Troubleshoot ServiceNow defects and triage enhancement requests. Manage defect tracking system. • Create configuration changes to meet requirements. • Test changes and manage UAT with end users. Show less



AttainIt

• United States
• Transportation, Logistics and Storage
• 1 - 100 Employee

• Director, Technology and Systems

  • Jun 2015 - May 2018

  Responsibility for the end-to-end evaluation, procurement, implementation and maintenance of technology to promote growth and efficiency. • Built an order management process including the design and implementation of a custom platform using Microsoft SQL. The system was responsible for tracking ~$25M in orders annually as it moved through every touch point in the organization, from customer to supplier to delivery, billing and payment. Resulting solution increased productivity, access to information and cost savings across the organization. • Evaluated, planned and implemented new e-commerce platform integrating online ordering, cXML/EDI procurement channels and accounting system responsible for processing $3M annually. Result cut our maintenance effort in half and reduced monthly fixed cost by ~20%. • 1 year project to build custom connections to client and supplier systems (PeopleSoft/Ariba/Jaggaer/Hubwoo/etc), customize UI and workflow and manage a staged roll-out. • Detailed documentation of “as-is” and “to-be” states, directly collaborating with both users and executive team. • Created detailed requirements documentation with user stories for developer. • Created and executed project plans from development to UAT, implementation and user training. • Presentation of detailed cost/benefit analyses to executive leadership. • Supervisor to the Contracts and Reporting Manager (Business Analyst), providing coaching and mentorship on data analytics strategies using Excel and Access as well as presentation practices and collaborative leadership. • Built consensus amongst team leads and executive leadership on design and configuration of shared platforms and processes, enhancing productivity and analytic transparency. • Hired and managed a firm to implement cyber security policy and training to conform with federal NIST and DFARS requirements. • Vendor Management of all technology platforms and services. Show less



Ability Business

• United States
• Software Development
• 1 - 100 Employee

• IT Project Manager/Analyst

  • Nov 2014 - Jul 2015

  Business Analyst, Project Manager, Support, Escalations, Sales and warm weather specialist. Business Analyst, Project Manager, Support, Escalations, Sales and warm weather specialist.



Intuit

• United States
• Software Development
• 700 & Above Employee

• Escalations Manager

  • Feb 2010 - Sep 2014

  Responsible for building and executing the systems and processes required to record, triage, aggregate and report out on customer issues. Directly working with support, engineering, operations, and product managers to resolve issues and improve the customer experience.• Led collaborative, cross-functional effort (including multiple on-site user sessions) to adapt and implement defect escalation process to the large and complex Small Business Payments division (10+ products and hundreds of agents), leading to an improved user experience and a more engaged business unit.• Primary incident manager and Business Systems Analyst for production issues across the small business payments division at Intuit (~$40B/year in card processing over ~350,000 transaction/day).• Participant on Scrum teams during development phase with extensive JIRA usage.• Expert at the efficient use of all sources of information to quickly hone in on true root cause and full impact of production issues. This includes meeting with customers, support staff, operations team, using Splunk to analyze log data, etc.• Coached and mentored tier 2 support team on root cause analysis and actionable defect reporting.• Facilitated the flow of key information and communications between customers, support personnel, 3rd parties, and engineers in a way that executed the fastest resolution and most efficient use of resources.• Collaborated with global teams (UK and Canada) to implement a shared escalation process.• Trained and mentored the escalation/incident manager for the QuickBooks Payments in the UK. Show less

• Product Specialist

  • Dec 2002 - Feb 2010

  Developed and launched processes to support a fast growing new product (QuickBooks Point of Sale) aimed specifically at small to medium sized retailers. Led the highest level support teams and directly collaborated with engineering and QA teams to resolve the most complex, highest impact customer issues.• Led project to build a new defect escalation process with a combination of written documentation and building a QuickBase database platform to manage, aggregate and report out the information.• Contributor to product design meetings representing the customer and support perspective for new product development. • Participant in product design and release planning, representing customer impact and support perspectives.• Ran change control board for both production and beta test cycles.• Coached their 2 support team on root cause analysis and actionable defect reporting.• Trained tiers 2 and beta support teams on new product releases.• New feature presentations to groups of resellers and product expert at reseller trade shows. Show less



Retail Pro International, LLC

• United States
• Software Development
• 100 - 200 Employee

• Project Manager

  • 2000 - 2002

  Executed a full spectrum of project management functions at this software company specializing in inventory control and point of sale software for small to medium size retailers. Collaborated with key stakeholders to define, focus, and clarify business requirements, build project plans (in Microsoft Project), and oversee the deployment of software systems in major global retail chains.• Successfully guided the system planning and deployment for two major international retailers, as well as all planning related to a third client engagement• Detailed requirements documentation and gap analysis• Hands-on implementation including staff training, physical inventory and network installation. Show less

• Training Manager

  • 1993 - 2000

  Responsible for the training and certification of every technical person that represented our software at our over 100 international resellers. Recruited, hired, and developed a highly effective team of instructors, curriculum, and course materials to achieve goal.• Established a framework of rigorous testing to qualify professionals to service the company’s highly customizable software platform. • Directly responsible for the certification and re-certification of hundreds of reseller technical personnel.• Together with a small team of direct reports, led training for groups, onsite and in-house, of up to 30 technical experts.• Created and maintained training curriculum, materials and exams for use with every product release. Show less

• Technical Support

  • 1992 - 1993