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Work Background
T-MobileSolution Captain
Jul. 2021 - Feb. 2022Seattle, Washington, United States · Remote• Oversaw API platform interactions with major national retail partners, including Apple, Best Buy, and Walmart.
• Facilitated collaboration between technical teams and business units, ensuring project objectives and company strategy alignment.
• Coordinated team leads, project managers, and developers, optimizing resource allocation and execution.
• Led requirement gathering and scope definition to tailor API functionalities for partner-specific needs.
• Implemented Agile methodologies to streamline project development and ensure timely delivery of phases.
• Conducted regular progress reviews with stakeholders, maintaining open communication channels and adapting strategies as needed.
• Managed risk assessment and mitigation plans, ensuring project stability and reliability.
• Oversaw the development and deployment of API enhancements, improving partner integration and system performance.
• Fostered an environment of continuous improvement, encouraging innovative solutions and process optimization.
HCL America, Inc.Agile Program Manager
Jul. 2020 - Jul. 2023Remote• Led initiatives to identify and implement organizational efficiencies using Agile methodologies across various proprietary products and portfolios.
• Conducted in-depth analyses and documentation of current practices through interviews and observations, identifying key opportunities for process improvement.
• Engaged closely with individual contributors for site integration and gap analysis, enhancing operational workflows.
• Prepared and presented detailed reports and status updates to Executive and C-suite stakeholders, demonstrating strong communication skills and attention to detail.
• Maintained a high level of transparency and integrity, effectively communicating critical insights and recommendations.
• Adhered to NDA guidelines, ensuring confidentiality and discretion in all aspects of the project.
T-MobileTechnical Product Manager
Jul. 2020 - Jul. 2021Seattle, Washington, United States · Remote• Led the integration of API and programmatic processes for FLEET, T-Mobile’s internal telemetry aggregation and reporting platform.
• Managed the development and implementation of the FLEET APK, enhancing performance monitoring and data chain-of-custody.
• Coordinated cross-functional teams to ensure seamless integration of the APK with T-Mobile's existing systems.
• Oversaw the intake process, ensuring effective alignment of new features with project goals and company standards.
• Actively collaborated with technical teams to address and resolve performance and security concerns.
• Facilitated continuous improvement by gathering feedback and implementing updates for optimal platform functionality.
OptumDatabase Development and Agile Transition Lead
Mar. 2019 - Jun. 2020Seattle, Washington, United States · Remote• Developed and supported critical database elements for managing sensitive patient claims and data analysis at Optum and affiliated clinic brands.
• Led requirement gathering, architecture, development, testing, and deployment, ensuring compliance with Protected Medical Information standards.
• Enhanced inter-departmental communication and documentation, clarifying requirements, and bridging gaps between business units.
• Improved team performance by implementing Agile methodologies, increasing sprint velocity, publishing burn rates, and more accurate estimated points per delivery.
• Directed the team's transition to SCRUM Agile, leading the adoption of Team Foundation Version Control (TFVC) and Azure DevOps. Developed and conducted comprehensive training sessions to facilitate this shift.
Rogue Elements ConsultingChief Technical Consultant
Oct. 2018Seattle, Washington, United States• Provided comprehensive technical support and solutions to local and small national businesses, enhancing their operational capabilities.
• Advised on appropriate hardware selection to align with business models and objectives.
• Developed and implemented website and domain functionalities, ensuring strong online presence and customer engagement.
• Optimized Wi-Fi connectivity solutions, addressing specific needs like extending signal reach in restaurant settings.
• Addressed a variety of day-to-day operational challenges, offering tailored technical assistance to improve business efficiency.
Frontier CommunicationsOSS Orchestration Team Development Lead
Aug. 2013 - Jul. 2019Everett, Washington · Hybrid• Spearheaded the implementation of the Order Care platform, revolutionizing Frontier's OSS Order Orchestration process.
• Managed day-to-day operations of a multifaceted team, focusing on automating order processing, increasing accuracy, and developing agent utility tools.
• Achieved a significant reduction in manual order processing, enabling the automation of most daily orders.
• Initiated and implemented Frontier's first TMForum SID standards-compliant Service Catalog, streamlining thousands of service commands into an efficient object-based structure.
• Acquired expertise in UML, advanced SQL patterns, data architecture, and TMForum's SID Catalog standards.
Frontier CommunicationsFiOS Tech Support Agent
Aug. 2010 - Aug. 2013Everett, Washington, United States · On-site• Efficiently managed and directed up to 50 daily incoming calls to relevant departments, ensuring timely and accurate call routing.
• Provided technical support for FiOS internet and telephone service, addressing field operations and customer issues.
• Achieved top 1% ranking in Call Handle Time and Call Volume, demonstrating exceptional efficiency and customer service skills.
• Successfully completed the full contract term, maintaining high performance and reliability standards.
• Recognized by superiors with a 'Will Rehire' rating, reflecting outstanding performance and a positive professional relationship.
MedZilla, Inc.Administrative and Account Coordination Specialist
Oct. 2007 - Mar. 2010Marysville, Washington · On-site• Provided high-level support to executive leadership, including the CEO, CFO, and Director of Marketing.
• Efficiently assembled client bids and proposals, contributing to business development efforts.
• Organized and led weekly telephonic training sessions, enhancing client engagement and support.
• Delivered customer support encompassing setup, account maintenance, and technical assistance.
• Engaged in active follow-up with prospective clients, fostering product interest and client relations.
• Managed data entry for sales and operations, overseeing accounts receivable and critical company documentation.
• Initiated and led creative meetings, contributing innovative ideas for marketing strategies and operational procedures.
• Coordinated project timelines across programming and marketing teams, ensuring effective workflow.
• Played a crucial role in developing new rate plans and pricing structures to meet evolving customer needs.
• Undertook various special projects as required, demonstrating versatility and initiative.
BlockbusterStore Sales Manager
Jan. 2007 - Aug. 2007On-site- Increased the overall sales potential of the store by developing sales opportunities.
- Executed initiatives through directing staff in training, motivation, and placement.
- Worked multiple retail store locations on an as-needed basis for management.
- Developed key relationships with various customer personalities and demographics.
GameStopStore Manager
Mar. 2005 - Nov. 2006Burlington, Washington, United States · On-site- Responsible for hiring, training, and maintenance of staff up to 12 employees including scheduling, payroll, project management, delegation, motivation and morale.
- Managed tracking, adjustment and storage of $1 million dollars in store inventory, including loss prevention and redistribution.
- Helped store employees and team achieve top five overall ranking in ten categories covering sales, performance and compliance initiatives. - Organized and executed events, arrangement of all marketing displays and product presentations.
Phoenix Games and GiftsStore Sales Manager
Mar. 2004 - Mar. 2005Mukilteo, Washington, United States · On-site- Helped build retail store and business from the ground up with former employees of Wizards of the Coast to fill the market gap left by Wizard's store closures.
- Worked to increase public awareness of the new company through sales and promotional events, social networking sites and online forums.
- Organized and executed events, arrangement of all marketing displays and product presentations.
Wizards of the CoastStore Manager
Nov. 2002 - Feb. 2004Bellevue, Washington, United States · On-site- Increased store sales over 100% year-over-year by promoting enthusiasm, morale, organization and work ethics among all employees. - Increased individual category sales by 41%.
- Charged with increasing store profitability: P&L, reorganization and merchandising, reduction of controllable expenses and payroll.
- Effectively tracked employee productivity, product organization, shipping & receiving and sales information by documentation and spreadsheets.
- Lead re-staffing efforts at the Bellevue location increasing team from five to twelve new employees.
- Promoted to Assistant Store Manager after seven months and later to Full-Time Store Manager after ten months.
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