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Work Background
InterContinental Hotels & ResortsSenior Technical Program Manager, Commercial and Tech
Jul. 2023• Drive technical initiatives to integrate partner resorts into the technology ecosystem, ensuring compatibility and seamless technology adoption across systems.
• Increased integration efficiency by 15% by streamlining technical processes between partner resorts and internal systems.
• Facilitate coordination between external resort partners and internal teams to align on technical goals and timelines, promoting a collaborative integration process.
• Facilitated a 25% reduction in project delivery time by enhancing cross-functional team collaboration.
• Oversee collaboration across cross-functional engineering teams to launch a new hotel brand, ensuring seamless integration of technology solutions aligned with brand objectives.
• Successfully launched a new hotel brand, achieving a 30% increase in technology adoption rate within the first quarter.
Palo Alto NetworksSr. Technical Program Manager
Aug. 2022 - Jul. 2023Coordinating the efforts of multiple cross-functional engineering teams as they simultaneously undertake various program initiatives, my responsibilities:
• Providing program management leadership for cloud management services and products
• Leading planning, execution, and delivery of large cross-functional initiatives
• Driving overall alignment of one source of truth for project status through dashboard improvements
• Working with Product and Engineering stakeholders to identify and manage program/project dependencies and
come up with an execution plan
• Creating clear, concise, transparent, and insightful status reports to the team, executives, and a diverse set of stakeholders
• Leading the efforts to resolve key project dependencies and establishing appropriate resolution paths
Palo Alto NetworksDigital Experience, Technical Program Manager
Jan. 2017 - Aug. 2022Partnered with 10+ cross-functional teams to execute digital strategies, improving global customer support operations
and contributing to a 20% increase in online customer engagement.
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Managed program status, schedules, scope, risks, and issues for multiple initiatives, reducing project delays by 35%
and providing data-backed reports that improved executive decision-making efficiency by 40%.
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Led 6+ high-impact operational programs covering both back-office and front-office applications. Implemented process
automation in collaboration with product and strategy managers, reducing workflow bottlenecks and cutting operational
costs by 18%.
Coordinated project release plans with developers and product managers, ensuring 100% project delivery success
within allocated timelines by proactively removing blockers and mitigating risks.
Nisum Technologies, Inc.Sr. Project Manager
Sep. 2015 - Jan. 2017• Implementing and utilizing key delivery metrics, i.e. burnups, to manage and guide team to achieve iteration goals and commitments.
• Facilitating retrospective, daily standup, and demo meetings to encourage collaboration, communication, feedback and learning among the team.
• Leading iteration planning collaboratively, working with the Business Lead or Product Owner to build and maintain a prioritized product backlog.
• Managing cross-functional teams to deliver the defined solutions within the allotted timeline and budget.
• Driving for program success while ensuring consistency and alignment across all product development projects by innovatively overcoming constraints, problems and issues.
• Providing bi-weekly project status reporting at the Executive level, highlighting milestones, variation to plan and potential risk.
• Managing and mentoring 5 junior Project Managers
SaggezzaProduct Manager
Jan. 2015 - Dec. 2015• Managing the entire product feature life cycle from strategic planning to tactical activities for a SaaS product.
• Working closely with Client’s SMEs to understand challenges with the current applications and then identifying and documenting processes needed to be automated for the feature development based on new Restful APIs.
• Defining future product feature requirements and validating the functional specifications.
• Coordinating product planning and development with Client and technology partners.
• Partnering with Product Manager(s) and UI team to define the criteria needed to conduct A/B testing for feature(s)
AsurionProduct Manager
Jan. 2013 - Dec. 2014• Creating new localization program with a budget of $750k including vendor selection and management, standardization of processes to track and deliver on internal localization needs including financial forecasting and budget analysis.
• Managing with concurrent translation projects with varying platforms (Android, iOS, and Web), scopes, schedule demands, and complexities. • Coordinating with cross-functional delivery teams on localization content and working with Client, Delivery, and Product teams to formulate the roadmap.
• Outlining and prioritizing the backlog of work required for launch.
AsurionScrum Master
Dec. 2012 - Dec. 2014San Francisco Bay Area• Managing and motivating cross-functional product development teams through agile best practices including regular ceremonies and creation and management of JIRA boards.
• Ensuring timely delivery of projects by removing team’s impediments and partnering with team members to maximize individual productivity.
• Removing team’s impediments and/or blockers that decrease productivity or progress in a timely manner.
• Empowering and supporting self-organization team by fostering a feedback culture.
• Suggesting refinements to user stories and assisting the team in breaking down the user stories into more implementable stories.
• Working closing with Product Owners to review and update user stories, as well as, acceptance criteria within Backlog grooming sessions.
AsurionSr. Business Analyst
Jul. 2012 - Mar. 2013San Francisco Bay AreaAs a Sr. Business Analyst assign to the Data Protection and Mobile Technical Support feature development teams, my responsibilities include: • Translating the Product Requirement Document (PRD) into user stories and acceptance criteria by building in traceability within JIRA
• Working closing with Product Owners to review and update user stories, as well as, acceptance criteria within Backlog grooming sessions.
• Reviewing user stories and acceptance criteria with mobile and QA team members
TechSoup GlobalBusiness Analyst
May. 2012 - Jul. 2012San Francisco Bay Area
Insight GlobalBusiness Analyst
Nov. 2010 - Nov. 2011Insight Global Inc. is a technology solution provider that specializes in the Retail and Finance verticals. As the Business Analyst working on the Peet's customization project, my core focus was on process reengineering, process improvement, and implementation of new business processes. My responsibilities included: • Documenting the “As-Is” (current) process and defining the “To-Be” (future) process to ensure the new application (KRONOS) aligns with Peet’s strategies.
• Translating output from Joint Application Development (JAD) and one-to-one requirement gathering sessions into varying levels of Requirement Document.
• Configuring the new application (KRONOS) to align with Peet’s retail model and producing system configuration reference guides.
• Designing and executing the test cases, as well as, creating, retesting, and updating the Defect Log.
• Coordinating and conducting User Acceptance Testing (UAT) with the business stakeholders and end users.
Peet's Coffee & TeaIT Project Manager
Jan. 2010 - Dec. 2012As a Project Manager responsible for the multi phase Service Desk software upgrade, my responsibilities include: • Creating project plans by identifying tasks, milestones, and dependencies. • Assigning and managing resources from inception of the project to deployment.
• Working closely with executive management on defining project scope and requirements.
• Coordinating cross functional project teams and negotiating for resource time with functional leads. • Managing vendors and scheduling onsite training sessions for Peet’s Service Desk techs.
• Ongoing optimization of internal systems based on the priorities set by the corporate road map. Project: Meraki Router/Wireless implementation
Responsibilities included: • Creating all the planning documents including the project charter, scope document, and the project roadmap.
• Managing the complexities of working with multiple internal departments and external vendor(s).
• Scheduling and updating the equipment installation schedule for 142 stores in collaboration with the multiple vendor(s).
• Successfully coordinating and managing Peet’s techs on the equipment installations for the remaining 55 stores.
• Tracking the progress of installations for all stores (197) and weekly reporting of project status to the Project Sponsor and Executive Management team. • Using Microsoft SharePoint for Document Management and managing User Access.
Peet's Coffee & TeaProduct Manager
Jan. 2010 - Dec. 2012As a Product Manager responsible for the redesign of Peet’s Pick Ticket, my responsibilities include: • Working closely with cross organizational teams to identify/specify complex business requirements and processes. • Coordinating with Peet’s Creative department to lock down the user experience and to create the prototype.
• Managing the feedback loop on prototype testing via focus groups and split testing.
• Defining, documenting, and managing the product features list. Creating related Product Requirement Document (PRD) & Use Cases for requirement details.
• Removing and escalating project road blocks for resolution. As a Product Manager working on the ERP upgrade project, my accomplishments include: • Working closely with the business stakeholders to define the requirements and validate the feasibility of the requirements with development prior to obtaining sign-off.
• Scheduling and managing weekly cross-team project status meetings and maintaining project specific issue logs. Identifying and escalating issues/risks as needed to ensure resolution within project timelines.
• Creating associated Business Requirement Document (BRD) consisting of current and future state Work-flows, Use Cases, Data Mapping Guide, and Screenshots.
• Creating the Test Cases with built in success criteria. As a Product Manager responsible for assisting in reducing the waste of coffee in the Retail stores, my accomplishments include: • Scheduling, facilitating, and maintaining requirement gathering sessions and status meetings with business stakeholders and executive project sponsors. • Documenting the business and system needs via the creation of Functional Requirement Document (FRD), Use Cases, Screenshots, and Test Cases.
• Identifying existing legacy system limitations and escalating project road blocks to the executive project sponsors for resolution.
EquiVox IncBusiness Analyst
Jan. 2008 - Dec. 2010EquiVox Inc. is a specialized information technology consulting company that provides consulting, planning and system integration services. As the Business Analyst working on Transilwrap’s CRM project with a focus on business process reengineering, system integration and system replacement, my accomplishments included: • Documenting the current process and defining the future process to ensure the most effective recommendations are made for Oracle CRM on Demand and Salesforce.com.
• Conducting Joint Application Development (JAD) sessions and one-on-one requirement gathering interviews with Subject Matter Experts (SMEs), Information Technology (IT) team members, executive project sponsors and the executive management team.
• Assisting in requirement prioritization, requirement allocation, and managing requirement traceability. Utilizing a variety of techniques for requirements elicitation including facilitated workshops, interviews, observations and task analysis, documentation study and surveys.
• Teaming up with the Development, the Quality Assurance, and the Validation teams to ensure requirement compliance.
EquiVox IncBusiness Analyst
Jan. 2008 - Dec. 2010As the Business Analyst working on consolidating two websites into one new website, my tasks and responsibilities included: • Refining the search functionality in the client's home grown content management system (CMS).
• Facilitating JAD sessions with the executive project sponsor, SMEs, the Information Architecture (IA) team and the Project Management Office (PMO).
• Documenting functional and non-functional requirements using Use Cases, System Flows and Traceability Matrices.
• Working closely with the IAs on wireframe development and creating prototypes for business review prior to expedite requirements sign-off.
• Working with PCI compliance across the integrated purchase funnel.
• Identifying existing client legacy system limitations and escalating project road blocks to the executive management team. As the Business Analyst working on the limo reservation and fleet management solution that fully integrated the telephone and Internet system on an open source platform, my accomplishments included: • Gathering product requirements by scheduling and facilitating a series of JAD sessions bring together various teams including the PMO, SMEs, the IA team and the QA team.
• Defining business workflows using UML based visuals and incorporating them into the business and functional requirement documents. • Creating and managing a detailed gap analysis document to capture missing requirements.
• Managing wireframes updates, requirement updates, change control and approver signoff.
• Working with the PMO on project planning, scope definition, and risk identification.
B2B Computer ProductsBusiness System Analyst
May. 2006 - Dec. 2007B2B Computer Products is a Value Add Reseller (VAR) company that concentrates on the reselling of computer hardware and software. As the Analyst involved in enhancing and integrating the CRM with multiple legacy systems on a Sage platform, my accomplishments included: • Documenting business and system needs via the creation of a variety of documents including Scope documents, Use Case Storyboards, GUI wireframes and Software Requirement Specifications.
• Identifying existing client legacy system limitations and escalating project road blocks to the executive project sponsors. Brainstorming strategy with the core project team including the internal and client project sponsors.
• Managing on-site UAT, identifying defects and transitioning them to the Development Team. • Compiling training material and assisting in end user training.
Solo Cup CompanyBusiness Analyst
Jun. 2005 - Apr. 2006Solo Cup is a leading manufacturer of single-use products used to serve food and beverages for the consumer/retail, food service and international markets. As a business analyst working on streamlining and replacing Solo Cup’s manual sales reporting process with an automated process. My tasks and responsibilities included the following: • Interviewing business owners to identify scope and defining project objectives and requirements. Reducing the sales cycle by 2 weeks by providing the sales teams the ability to view client specification with enhanced transparency. • Documenting existing manual process visually and identifying robust data requirements. • Documenting functional specifications to be used by developers as a guideline for application development and testing.
• Highlighting inconsistencies and working with business owners to develop quick resolutions to project challenges and road blocks.
• Enhancing workflows by re-engineering existing processes and building in efficiencies.
CaremarkBusiness Analyst
May. 2004 - May. 2005Caremark is a leading provider of prescriptions and health-related services. As a business analyst involved in enhancing the vendor portal to include more collaborative tools, my responsibilities included the following: • Performing detailed business process analysis to understand the end to end operations and to identify improvement gaps.
• Conducting requirement sessions and successfully translating of those requirements into Use Cases and GUI wireframes.
• Acting as liaison between the Businesses, Technical, and Accounting Teams to ensure all parties have a complete understanding of project scope and requirements.
• Managing inter-departmental coordination through a series of client updates and review meetings. • Scheduling and coordinating regular status meeting with teams of analysts, developers, and testers.
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