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Work Background
GTC ConsultantsProject Manager
Oct. 2023Union City, California, United States•Manage end-to-end project management activities for several projects in the IT consulting portfolio, utilizing both Agile and Waterfall methodologies, including budgeting, resource allocation, scheduling, risk and mitigation.
•Liaison with third-party vendors and software partners, and coordination with multiple internal teams, including Risk, Legal, HR and Engineering.
•Project issue and milestone tracking using JIRA and MS-Project.
•Manage daily/weekly status updates to team and executive sponsors.
Velo PaymentsSenior Project Manager
Aug. 2021 - Jan. 2023San Francisco Bay Area-Managed a multi-party PayFac project in the travel industry, requiring daily communication and liaison with major banking and payments partners, updates to senior management and engineering teams and other stakeholders. Worked closely with Risk, Compliance and Legal teams to support the project.
Tracked project tasks and milestones in online collaborative Monday.com program, and Product Use Cases in shared workspace Miro.
Axes CTO Inc.Implementation Project Manager
Aug. 2019 - Aug. 2021San Jose, California, United States-Provided Operational and Support consulting for pre- and post-launch mobile payment projects sponsored by major financial institutions and card schemes.
-Requirements gathering, trial support, third-party liaison and selection.
-User and Support Guide preparation and remote online training.
-Coordination with software development teams working in Agile SDLC environment.
Sequent Software Inc.Documentation Manager/Technical writer
Jun. 2018 - Jul. 2019Santa Clara, California-Responsible for organizing, importing and editing all customer-facing technical documents on to Confluence Wiki platform and automating the exportation process for delivery to customers to coincide with major software releases during short-duration Agile SDLC.
-Consolidation and editing of Confluence Wiki documents and spaces to improve readability and accessibility for internal teams.
-Publishing periodic internal newsletters and technical notices.
-Conversion of Gliffy diagrams to PlantUML.
-Creation of Visio flowcharts for Customer Support workflow procedures.
-Translation and editing of Engineering source material for customer-friendly documentation.
-Additionally, set up and administered the Jira Service Desk portal to streamline customer technical interactions. -Additionally, set up and administered the Jira Service Desk customer trouble-ticket portal to streamline customer technical interactions.
eMcREYPrincipal Solutions Consultant
Mar. 2018 - Jun. 2018Riyadh, Saudi Arabia-Project Management consulting – requirements gathering and consultation for post-launch Support of high-visibility international mobile payment deployment at Saudi central bank (SAMA), in conjunction with 13 major Saudi financial institutions and credit card payment schemes, in an extremely dynamic Agile s/w environment.
-Third-party vendor selection and liaison for technical and security audits.
VisaSr. Technical Account Manager
Nov. 2015 - Jun. 2017Foster City-Acted as the single point of technical contact for assigned merchant and partner accounts.
-Managed and troubleshot escalated technical problems, interfacing with Product Development, Product Management and Operations teams.
-Provided technical implementation assistance to developers.
-Performed business analytics and performance monitoring of live merchants and partners.
-Educated merchants on how ongoing enhancements of Visa services might benefit their business.
-Provided eCommerce and payment acceptance consultative guidance and best practices to merchants and partners.
-Created, edited and distributed client notifications and communications.
-Participated in requirements, design and rollout of new products and services.
-Represented Client Support to other departments in the company, including Sales, Operations, Product Management and Product Development.
-Partnered with Sales to build relationships with technical and business contacts across the account portfolio.
Sequent Software Inc.Director of Support
May. 2010 - Jul. 2015Sunnyvale, California, United States-Set up and managed team of engineers for ongoing support and project implementation for international NFC mobile payments live deployment with Fortune 500 banks and MNOs using Sequent’s open wallet. Trouble-ticket management and metrics analysis using Oracle CRM and JIRA.
-Successfully managed service delivery and support for world-first cross-border NFC payment trial, providing project scoping, setup, QA and delivery in Agile SDLC environment.
-Negotiated with third-party vendors to secure competitive pricing and contracts for software and equipment for operational requirements.
-As first full-time hire beyond the founders, witnessed and participated in the early stage growth of a technology start-up, from concept and definition through execution and deployment of a live product.
TransperaTechnical Account Manager
Nov. 2008 - Jan. 2010San Francisco, California, United States-Managed 24/7 pre- and post-sales technical support (Tier I & II) for Transpera’s network of mobile video and advertising delivery to cell phones, requiring testing and delivery of customized APIs and troubleshooting of customer-specific XML.
-Account Management of new and existing accounts (primarily Fortune 500 entertainment/media companies), management of SLAs and customer liaison.
-Set up and managed Salesforce trouble-ticket management system, and helped automate routine monitoring of networks and phones for standardized reporting in line with SLA commitments.
-Project Management liaison with high-profile customers gathering requirements and setting expectations for S/W drops in Agile SDLC environment.
ViVOtech Inc.Service Support Manager
Mar. 2005 - Jun. 2008Santa Clara, California, United States-Managed 24/7 worldwide service support --- including Technical and Product Support (Tier I & II), Field Service (domestic and international), Technical Training and documentation, Account Management, Project Management, Professional Services, SLAs and after-hours support. -Managed and administered Salesforce CRM database and JIRA bug reporting for escalation to Engineering and metrics analysis and reporting to executive level.
-Supported ViVOtech's line of RFID reader products and NFC-enabled cell-phone software and projects, multi-tiered loyalty and coupon platforms and corporate/campus-wide contactless-payment systems.
-Installed and supported ViVOtech OTA provisioning servers for NFC projects around the world for critical, first-of-kind NFC payment and ticketing projects.
-Required to set up and manage logistics and operations in remote global locations, utilizing temporary facilities and personnel.
-Successfully managed deployment and ongoing support of first US trial of NFC mobile payments at Philips Arena, Atlanta in 2005.
-Provided regular progress and metrics reports to executive staff, and participated in department budget planning.
-Led the growth of a successful team of full-time and contract support engineers, providing mentoring and career-advancement opportunities for them while taking on high-visibility support of several successful NFC-payment trials partnering with key Fortune 500 companies.
-Represented the Support organization in numerous cross-functional teams for product improvement, life-cycle maintenance and quality initiatives.
Wildfire CommunicationsEuropean Service Manager
Jul. 2000 - May. 2003Waltham, Massachusetts, United States-Managed all European Field Operations and maintenance of Service Level Agreements between Wildfire and major telecommunications carriers in EMEA.
-Held regular operational & technical review meetings with customers to review availability of equipment and any outstanding technical and support issues. -Acted as single point of contact for customer issues and escalations, and communicated customer requirements and specifications back to Wildfire. -Supervised support engineers operating local TAC and provided troubleshooting support of UNIX based applications for Wildfire speech-recognition/IVR platform.. -Project Manager responsible for national roll-out of new software on to Orange PCS network, including all logistical and support activities relating to delivery, Beta-testing, and installation, and liaison with third-party vendors and support services. -Project Management and support engineering responsibilities for new installations and integrations of Wildfire systems in Europe in Agile SDLC environment.
-Extensive experience as member of high profile cross-functional team responsible for implementation of worldwide messaging systems within Orange/France Telecom group of companies.
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