Hello, I'm J*****

Passionate executive-level thought leader in global services delivery strategies, IT service management, customer retention, project management, development practices and business continuity with an outstanding reputation of transforming business logistics and client needs into gains that power profitability. ---- Highly trusted advisor in the information technology industry with 18+ years of experience in delivering IT service operations strategies and complex technical deployments for large Fortune 50 enterprises and small/medium start-ups alike. Proven ability to manage and execute daily operations within budgetary and time constraints. Possesses excellent verbal and written communication skills to influence all business and technical levels of management. ---- Inspires teams, partners and stakeholders to drive innovation throughout all phases of delivery. Ensures quality and both the needs and experience of the customer are always a core focus from ideation through the ultimate delivery and maintenance of a product or service. ---- Helped secure $600M enterprise agreement (EA) for Microsoft by Proctor & Gamble, saving 120K employees an average of 14 minutes a day in added productivity and streamlined operational costs by migrating from Lotus Notes to MS Exchange/SharePoint. ---- Lead 60 directs spanning 50+ countries, $500M/year budget through Microsofts largest infrastructure overhaul. This 3-year digital transformation of company's HR, Finance and IT systems included end-to-end global business continuity and disaster recovery plans. ---- Improved Microsoft ITs self-help portal client NSAT +36 points and stakeholder NSAT +18 points by analyzing feedback and using qualitative and quantitative metrics to build a comprehensive Service Improvement Plan (SIP). ----- Oversaw company-wide implementation of decision support tool, streamlining employee mobile device purchasing process globally by 75% after presenting in-depth ROI business case and related security vulnerability assessment to CIO and his Leadership Team.


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Skill Index

I am skilled in...

People management
164
Executive Briefing
99
Product Management
76
Program Management
66
Cross Functional Leadership
60
Technical Problem Solving
41
Business Case Development
36
Business Management
40
IT Service Management
36
Partner/Vendor Management
36

Industry Density

Top 5 Industry Experience, Expressed in Percentages

Computer Software

65%

Computer/IT Services

18%

Apparel & Fashion

15%

Financial Services

2%

Career History

Current

Sr. Mgr, Service Delivery Strategy @ (HIDDEN)

April 01, 2017 - Current

Role Description

Autonomics & cognitive (AI) leader, serving 500+ of worlds leading brands & IT services providers.

Responsibilities:

  • Shaped strategic vision and underlying processes to unify and standardize client service design and solution delivery on boarding across both autonomics & cognitive/artificial intelligence businesses, reporting to VP of Service Design. Chaired weekly strategy leadership steering committee and interfaced directly with global executive leadership team, VPs and regularly briefed CEO.

    Key Accomplishments:

    • Reduced client on-boarding process (VM/hardware, storage, network & software install/configuration) from ~60 to ~15 days.
    • Established all regulatory requirement standards for compliance/audit controls including: Service Organization Control (SOC) 1/2, Payment Card Industry Data Security Standard (PCI DSS), Sarbanes Oxley (SOx), General Data Protection Regulation (GDPR).
    • Instituted new change control process, reducing unmanaged change/outages, consistently attaining 99.99% availability target.
    • Oversaw RFP & global implementation of Veeam enterprise business continuity, disaster recovery & image backup solution.
    • Secured $3M infrastructure funding to expand IaaS/PaaS offering into Azure/AWS & add Pure All Flash Storage Arrays in US/EU.

Skill Strengths (Breakdown in Percentages)

  • People management (20%)

  • Strategy and Leadership (20%)

  • Executive Briefing (20%)

  • Budget Planning (20%)

  • Service Design (10%)

  • Technology Roadmap (10%)

2015

Sr. Manager, Digital Transformation @ (HIDDEN)

May 10, 2015 - May 10, 2017

Role Description

Global manufacturer and distributor of premium fashion jewelry, metal castings and accessories.

Responsibilities:

  • Served as technology advisor to Managing Director & COO during company-wide digital transformation to increase online sales.

    Key Accomplishments:

    • Managed implementation/launch of e-commerce platform Shopify, Amazon presence and integration of CRM data via MySQL.


Skill Strengths (Breakdown in Percentages)

  • People management (30%)

  • Digital Transformation (30%)

  • Vendor Management (20%)

  • Executive Briefing (20%)

2014

Sr. Service & PM Consultant to MSFT @ (HIDDEN)

March 10, 2014 - February 10, 2015

Role Description

Leading management and technology consulting firms serving Fortune 50 companies in greater Seattle.

Responsibilities:

  • Provided strategic senior advisory services to Microsoft in the areas of service and program management.

    Key Accomplishments:

    • Created and executed detailed milestone schedule, delivery plans and user feature validation for CMS content delivery for employee readiness training across all phases: planning, requirements, design, specs, development, test, deploy, ops/support.
    • Lead data analysis and KPI benchmarking for Microsofts internal Remote Connectivity team to improve support capability.
    • Executed improvement plan and taxonomy/metadata updates, resulted in improved resolution to thematic problems by 23%.


Skill Strengths (Breakdown in Percentages)

  • Business Requirements (30%)

  • Project and Program Management (30%)

  • Service Improvement Planning (20%)

  • Problem Management (20%)

2010

Sr. Mgr. Chief of Staff - DevOps/SD @ (HIDDEN)

March 01, 2010 - February 01, 2014

Role Description

Worlds largest software developer with revenues of $87 Billion in 2014.

Responsibilities:

  • Served as proxy for VP of a 60-member FTE/Vendor DevOps and Service Engineering team, reporting into the Company CIO. 


    Key Accomplishments:
    • Drove all SDLC phases for Microsoft's global HR, Legal, Finance & IT business systems: requirements, technical specifications, scoping, scheduling, releases and status communications and budget reporting to executive stakeholders and leadership. 
    • Delivered ROI business case for 3-year roadmap resulting in largest investment in company's history for Finance, HR and IT systems. The plan focused on improving usability, infrastructure stability, system resiliency, redundancy as well as the first comprehensive enterprise business continuity and disaster recovery plans globally for Microsoft's critical business systems. 
    • Assessed business criticality of each system to determine risk of either migrating apps to Azure cloud infrastructure & MS Dynamics for SaaS/IaaS offerings, keeping them on premise or were a candidate for new hybrid infrastructure architectures.
    • Helped drive datacenter infrastructure architecture and maintenance industry standards and honored with 5 "Best In Datacenter" Awards for FY13.

Skill Strengths (Breakdown in Percentages)

  • Business Management (20%)

  • Program Management (20%)

  • People management (20%)

  • Cross Functional Leadership (20%)

  • Executive Briefing (20%)

2008

Group Mgr & Solution Planning Lead @ (HIDDEN)

March 01, 2008 - March 01, 2010

Role Description

Worlds largest software developer with revenues of $87 Billion in 2014.

Responsibilities:

  • Drove product investment, customer satisfaction metrics and project development collaboration across functional teams, including quarterly release plans, shared resources and milestone dependencies. 


    Key Accomplishments: 

    • Cultivated CIO support & funding by delivering extensive business case including ROI with forecasted hard/soft dollar savings. Collaborated across functional teams to deliver quarterly release plan & shared resource dependencies for KM portal. 
    • Led development of long-term strategy to improve usability and net satisfaction (NSAT) of Microsoft's global IT online self-help portal. Managed NSAT Service Improvement Plan (SIP), including client survey prep, analysis and action plan. 
    • Increased client NSAT +36 points and stakeholder NSAT +18 points over three releases, aimed at improving user interface and user experience (UI/UX) design and additional personalization based on specific personas based of user roles. 
    • Improved Rhythm of Business (ROB) across all SDLC phases by creating comprehensive SharePoint repository for global team to access and utilize standardized process documentation, driving consistency and enabling stakeholders real-time status updates. 
    • Received "Microsoft IT Showcase Subject Matter Expert" Awards in 2009 and 2010.

Skill Strengths (Breakdown in Percentages)

  • People management (30%)

  • Cross Functional Leadership (20%)

  • Product Management (20%)

  • Business Case Development (10%)

  • IT Service Management (10%)

  • Usability/Functionality (10%)

2007

Lead Program Mgr, Office of the CIO @ (HIDDEN)

October 01, 2007 - March 01, 2008

Role Description

Worlds largest software developer with revenues of $87 Billion in 2014.

Responsibilities:

  • Transformed the Online Communication Services & Tools Team with a focus on driving performance, accountability and professional growth. 


    Key Accomplishments: 

    • Executed all aspects of ROI/NPV positive targeted returns for business case funding requests, forecasts, CAP/OPEX expenses. 
    • Eliminated gaps in focus areas and improved operations and tactical execution by realigning roles with stakeholder needs. 
    • Fostered individual ownership by linking new roles to individual competency levels and personal development plans. 
    • Honored with numerous awards, including "Microsoft Excellent & High-Potential Leader" and the CIO's "Exemplary Cross-Group Collaboration & Team Leadership" award.

Skill Strengths (Breakdown in Percentages)

  • People management (30%)

  • Program Management Office (30%)

  • Budgeting & Program Management (20%)

  • Cross-Functional Collaboration (20%)

2005

Product Manager & Tech Evangelist @ (HIDDEN)

June 01, 2005 - October 01, 2007

Role Description

Worlds largest software developer with revenues of $87 Billion in 2014.

Responsibilities:

  • Led strategic planning and software development life-cycles for enterprise-scale cross-functional web projects. 


    Key Accomplishments: 

    • Managed overhaul of internal self-help portal, the link between Microsoft IT, 120K employees and their 300K devices globally. 
    • Saved $1M by creating a shared service offering for web analytics, eventually leveraged internally by the seven largest intranet portals at Microsoft as well as www.microsoft.com for analytics of external customer usage. 
    • Key in securing multimillion-dollar technology contract with Proctor & Gamble by outlining internal solutions to their business problems. 
    • Earned a "Deliver IT Award" for delivering the enterprise-scale upgrade on time and under budget. 
    • Presented at conferences / summits, including: TechEd (EMEA / US), TechReady and Engineering Excellence & Trustworthy Computing (EE TwC). 
    • Led webcasts and executive briefings for such clients as: Proctor & Gamble, Amgen, Intel, Schwann, and Boeing.

Skill Strengths (Breakdown in Percentages)

  • Partner/Vendor Management (30%)

  • Product Management (25%)

  • Strategic Planning (25%)

  • Executive Briefing (20%)

2003

Service Program Mgr, Mobile Devices @ (HIDDEN)

June 01, 2003 - June 01, 2005

Role Description

Worlds largest software developer with revenues of $87 Billion in 2014.

Responsibilities:

  • Streamlined purchasing, adoption and usability of mobile technology among Microsoft's global employee base. 


    Key Accomplishments: 

    • Crafted detailed VRP and ROI including security vulnerability analysis and predicting future demand increase requirements which resulted in CEO support for standardizing global mobile device purchases and management. 
    • Designed and led delivery of a Decision Support Portal, streaming mobile device purchasing process by 75% by aligning technology to employee unique role defined usage scenario persona and region.

Skill Strengths (Breakdown in Percentages)

  • Product Management (25%)

  • Business Case Development (25%)

  • Program Management (25%)

  • IT Service Management (25%)

2002

Technical Training Manager @ (HIDDEN)

June 01, 2002 - June 01, 2003

Role Description

Palm, Inc. was an American company that specialized in manufacturing personal digital assistants and other electronics.

Responsibilities:

  • Led sales training sessions on emerging mobile technologies as liaison between corporate office and retail sales channel. 


    • Performed QA testing for wireless connectivity, Bluetooth, GSM/GPRS, and Wi-Fi on new devices.

Skill Strengths (Breakdown in Percentages)

  • Technical Instructor (50%)

  • Curriculum development (30%)

  • Partnership Development (20%)


Technical Business Analyst @ (HIDDEN)

January 01, 2002 - June 01, 2002

Role Description

Putnam Investments is a privately owned investment management firm founded in 1937 by George Putnam, who established one of the first balanced mutual funds, The George Putnam Fund of Boston.

Responsibilities:

  • Provided support and testing for company-wide web site / portal, which provided market data, research, and real-time stock quotes to traders and investors throughout the US, London and Tokyo

Skill Strengths (Breakdown in Percentages)

  • Business Analysis (50%)

  • Design Test Plans (30%)

  • Problem Solving Skills (20%)

2000

Manager, Technical Support @ (HIDDEN)

January 01, 2000 - January 01, 2002

Role Description

DataViz, Inc. is a software company located in Milford, Connecticut. They sell RoadSync, and MacLinkPlus. MacLinkPlus is a Macintosh program for converting files from one format to another.

Responsibilities:

  • Streamlined customer ordering/exchange-tracking process. Troubleshooting technician and managed a team of 10, supporting 75K end-user client base. 

Skill Strengths (Breakdown in Percentages)

  • Technical Problem Solving (40%)

  • People management (40%)

  • Customer Support Management (20%)

1999

IT Coordinator & Director Exec Asst @ (HIDDEN)

January 11, 1999 - January 11, 2000

Role Description

High-end luxury mens clothing line based in Massachusetts, which attempted to move into Manhattan Meat Packing District.

Responsibilities:

  • Conceptualized the start-up's IT departmental structure and implemented helpdesk trouble ticketing system. Identified and addressed employee technical skills gaps. Managed workflow and schedule of senior leadership and department heads.

Skill Strengths (Breakdown in Percentages)

  • Database Architecture (30%)

  • executive assistant (30%)

  • Network Architecture (20%)

  • Troubleshooting & Debugging (20%)

Education History

Awards & Certificates

  • Project Management Professional (PMP) - PMI

  • Certified Scrum Master (CSM) - Scrum Alliance

  • IT Infrastructure Library (ITIL) v3 & v4 - itSMF