Experience

Eugene Water & Electric Board (EWEB)

• United States
• Utilities
• 200 - 300 Employee

• Sr. Business Analyst

  • Aug 2019 - Present

  Providing business analysis, planning and support for collaboration software and bill pay portal. - Leading a fresh implementation of Jira product setup and configuration, including Jira Software and Service Desk. Training users on tool usage as well as Agile, Scrum and Kanban methodologies. Perform Jira Administrator duties. - Providing analysis and support in utility-wide rollout of Microsoft Office 365 collaboration technologies. Consulting with teams to help them get the most out of… Show more Providing business analysis, planning and support for collaboration software and bill pay portal. - Leading a fresh implementation of Jira product setup and configuration, including Jira Software and Service Desk. Training users on tool usage as well as Agile, Scrum and Kanban methodologies. Perform Jira Administrator duties. - Providing analysis and support in utility-wide rollout of Microsoft Office 365 collaboration technologies. Consulting with teams to help them get the most out of Teams. - Quality Assurance Management lead for customer experience improvement project replacing billing system, including the online customer billing portal and paper bills. Collaborating with Security and Compliance, IT teams, Customer Operations and 4 vendors to ensure quality of customer bill pay portal. Show less



Concentric Sky (now part of Instructure)

• United States
• Software Development
• 1 - 100 Employee

• Project Manager

  • Aug 2017 - Aug 2019

  Eugene, Oregon, United States Provided leadership for project management and product management for core product development. - Collaborated and established processes for product development and planning initiatives. - Administered Jira implementation to enable Agile Scrum processes for the teams. - Worked with the team to deliver enterprise micro-credential platform for global use. Helped define and facilitate updates for GDPR compliance. Worked to prioritize security compliance standards and documentation for… Show more Provided leadership for project management and product management for core product development. - Collaborated and established processes for product development and planning initiatives. - Administered Jira implementation to enable Agile Scrum processes for the teams. - Worked with the team to deliver enterprise micro-credential platform for global use. Helped define and facilitate updates for GDPR compliance. Worked to prioritize security compliance standards and documentation for clients. Show less



Symantec

• United States
• Software Development
• 700 & Above Employee

• Sr. Manager, Product Management - Premium Technical Support Services

  • 2016 - 2017

  Defined product offerings and worked cross-functionally to ensure profitability and quality of services. - Performed competitive and market analysis to define and update product offerings. - Drove costs and target margins ensuring profitability of services and products. - Expanded services to Japan, creating a new offering targeted and localized for Japanese market.

• Sr. Manager, Product Management - Norton Support

  • 2013 - 2016

  Operated as Chief Agile Product Owner managing a team of Product Managers and Agile Product Owners. Ensured customers could traverse the Norton ecosystem to get their questions resolved. - Led prioritization process to plan all cross-functional work for department (200+ people) - Led requirements gathering and prioritization for RFPs for vended systems. - Collaborated with engineering to determine what to build versus what to buy/license. - Designed and led solution ideation… Show more Operated as Chief Agile Product Owner managing a team of Product Managers and Agile Product Owners. Ensured customers could traverse the Norton ecosystem to get their questions resolved. - Led prioritization process to plan all cross-functional work for department (200+ people) - Led requirements gathering and prioritization for RFPs for vended systems. - Collaborated with engineering to determine what to build versus what to buy/license. - Designed and led solution ideation sessions for roadmap development and execution. - Co-owned continuous improvement of agile processes. Maintained scrum through two re-orgs. - Led non-engineering team adoption of kanban, scrum and general agile principles.

• Sr. Product Manager - Norton Support

  • 2010 - 2013

  Set strategy as Product Manager and operated as Agile Product Owner for Norton Support website, localized into 26 languages with an average of 6 million views per day. - Prioritized technical debt, platform stability and consolidation. Increased uptime to 99.99% and resolved over 1200 defects. Released consistently with zero bugs post test automation buildout. - Continued to release new and updated features through technical debt reduction work by doing deep dive feature rebuilds… Show more Set strategy as Product Manager and operated as Agile Product Owner for Norton Support website, localized into 26 languages with an average of 6 million views per day. - Prioritized technical debt, platform stability and consolidation. Increased uptime to 99.99% and resolved over 1200 defects. Released consistently with zero bugs post test automation buildout. - Continued to release new and updated features through technical debt reduction work by doing deep dive feature rebuilds, removing debt and introducing new functionality simultaneously. - Designed and led quarterly release planning process for 40+ participants representing all stakeholders. Drove cost savings by moving to a fully remote process.



Symantec

• United States
• Software Development
• 700 & Above Employee

• Sr. IT Specialist - Norton Support

  • Jan 2005 - Jan 2009

  Managed 15 people on 3 teams across 7 countries to build, localize and audit Norton Support web site in 26 languages. - Managed web engineering team for Norton Support website. Included platform migrations, introduction of chat, and strategy changes. Saved upwards of $8 million through repurposing of existing internal platforms. - Led localization team for web and knowledge content. Drove cost savings through ROI analysis on content selection, use of translation memory and machine… Show more Managed 15 people on 3 teams across 7 countries to build, localize and audit Norton Support web site in 26 languages. - Managed web engineering team for Norton Support website. Included platform migrations, introduction of chat, and strategy changes. Saved upwards of $8 million through repurposing of existing internal platforms. - Led localization team for web and knowledge content. Drove cost savings through ROI analysis on content selection, use of translation memory and machine translation. - Created wireframes, with an eye for globalization. Managed process with external design vendor to create final designs. - Established Support’s first business intelligence team to guide implementation and provide insights on web experience. Allowed for data driven decisions on strategy and operational content updates to reduce contact volume to chat and phone agents to save cost and increase satisfaction with the online experience.

• Sr. Content Developer / Knowledge Engineer

  • 2003 - 2005

  Sr. Content Developer / Knowledge Engineer: Worked as a technical writer at Symantec, introducing the team to reviewing for usability for external customers and just not an internal knowledge base - helping to evolve department strategy.

• Technical Support Engineer

  • 2001 - 2003

  Provided support for Symantec’s consumer and enterprise products over the phone and via message board. Helped bring new, more reliable resolutions to technical subscription issues through knowledge brought from Customer Service tenure. Provided technical training for new hires.

• Customer Service Representative

  • Nov 2000 - Mar 2001

  Worked as a temp selling Norton subscriptions over the phone and periodically filling in as corporate operator.