Summary:
Talented Program Manager, Project Manager, Producer, and Scrum Master with practical experience in several project management methodologies and a variety of technical skills. Adept in knowledge transfer efficiently and effectively. Excel at, and enjoy working with teams of diverse talents, ensuring that contributions are translated into value for the company and staff. Currently seeking new opportunities in any of the previously mentioned roles.
Skills:
14 years – Software Project Management:
Hard Skills
PMBOK, PMO, Agile, SAFe, Lean Six Sigma, Waterfall, Kanban, SDLC, release management, standards compliance, localization, telecommunications, multimedia, mobile apps, mobile games, customer service tools, IVR, web virtual assistants, medical devices, embedded software, UI, UX, STB, VR, ASR, TTS, cybersecurity, data privacy, HIPAA, COPPA, CCPA, generative artificial intelligence (AI), DevOps
Soft Skills
Organizational change management strategy, idea generation, team building, mentorship, accountability, onsite/offshore cross-functional stakeholder collaboration and influence
Analysis
KPI, SLA, SLT, WBS, EVM, CSAT, TSR, resources, systems, budget, scope, quality, integration, requirements, business objective, constraints, root cause, process improvement, risk, qualitative and quantitative, data-driven decision making, roadmap creation, deliverables tracking, critical path, forecasting, MRD, BRD, OKR, MBR, MOR, Prosci change management, data modeling, business intelligence
4 years – Agile/Scrum Master:
Servant leadership, self-organizing and cross-functional team coaching, continuous improvement, impediment removal, consensus building, interference shielding, goal/scope/product comprehension, enhancement of backlog management, empirical product development, business value and productivity optimization, Scrum event facilitation, Agile coaching, organizational Agile and Scrum implementation, Scrum guide support and promotion, advocacy of Scrum theory, practices, rules, and values
13 years – Video Game Producer (related skills via Software Project Management and Nintendo QA experience):
Schedule tracking, budget maintenance, quality assurance testing, backlog management, sprint planning
Shipped 11 games (multiple AAA titles), 2 console menu components, and 1 console (see Nintendo exp.)
8 years – Quality Assurance Leadership:
QMS, functional specs, team management, test management, test planning, and test reporting
14 years – Software and Video Game Quality Assurance:
Web/mobile virtual assistants, desktop/web clients, websites, video games, mobile apps (iOS/Android), Windows and associated apps, Media Gateway embedded software with internet, television, and VoIP
18 years – Project Management and Quality Assurance Tools:
Bugzilla, CMS, Confluence, Jira, Miro, DevTest, Google Docs/Sheets/Slides, IBM CLM, Oracle, Salesforce, Slack, TestLog, Trello, WordPress, Microsoft Azure DevOps (ADO/TFS/VSTS), Excel, OneDrive, OneNote, Outlook, Power BI, PowerPoint, Project Online, Rally, SharePoint, Skype, Teams, Visio, Word
Certifications and Education:
Career Essentials in Cybersecurity Certificate – Microsoft and LinkedIn Learning (Jan 2024)
Career Essentials in Generative AI Certificate – Microsoft and LinkedIn Learning (Jan 2024)
Scrum Product Owner Certified (SPOC) – SCRUMstudy (May 2021)
Lean Six Sigma Green Belt Certification (LSSGB) – 6SIGMAstudy (Sept 2019)
Certified Scrum Master (CSM) – Scrum Alliance (Aug 2019)
Project Management Professional Certification (PMP) – Project Management Institute (PMI) (Jul 2016)
Certificate in Project Management – University of Washington, Michael G. Foster School of Business (Jun 2015)
Bachelor of Arts – University of Wisconsin, Madison (Dec 2005)
Experience:
Meta (Contract) – Seattle, WA
Technical Project Manager (Feb 2024 – Jan 2025)
Assisted multiple oncall teams with task tracking, root cause analysis, dashboards, posted reports, and drove resolution of tasks. Hosted weekly dogfooding/fishfooding sessions for both first-party and third-party apps/features, set up devices for users, tested apps/features beforehand, created meeting notes with instructions, and collected and shared feedback. Managed device lab including all mixed reality headsets for team. Worked with engineers and documentation engineers to improve instructional anchors documentation intended for use by 3rd party developers. Oversaw multiple large projects for XR AI Kit organization, tracked progress, created dashboard, and drove resolution of tasks. Hosted meetings for quality initiatives, monitored progress, drove resolution of tasks, and posted reports. Assisted team by identifying non-actionable alerts to be removed and excessively noisy alerts to be modified with new thresholds. Created spatial stack bug report to reveal trends in owners, creators, and incoming vs. resolved bugs. Reorganized seating assignments for all partner teams to enhance collaboration. Hosted team events for team-building and to boost morale.
Drove reduction of XR AI Kit Spatial Services Oncall crash and SEV follow-up task backlog and Spatial Recall Triage backlog from up to dozens of tasks each week to a result of nearly 0 tasks each week.
Renewed previously inactive dogfooding efforts, expanded weekly dogfooding sessions to about 70 people, and successfully drove cultural adoption of dogfooding sessions to energize participants.
Responsible for device lab management for XR AI Kit organization members based in Seattle, created new lab space in new room, set up charging cabinets and accessories to store and charge mixed reality (XR, AR/VR) headsets, labeled about 120 devices with owners and device IDs, created new inventory spreadsheet, and created process doc to teach others how to set up device labs and order new equipment.
Oversaw completion of 4 major XR AI Kit projects that resulted in improvements to productivity, maintenance, data quality, performance, access control, and API consolidation.
Anchors documentation that was organized using templates and learning objectives and created for Meta Connect 2024 was recognized as exemplary by documentation engineering and used to teach other teams.
Drove successful completion of all quality initiatives within several OKRs resulting in improvements such as reduced bugs, better code readability, faster code writing, improved product stability, increased development speed, increased reliability, reduced false negatives, increased test coverage, and performance monitoring.
Tracked, drove resolution, automated reports, communicated status during meetings for all launch-blocking tasks for entire XR AI Kit organization of about 120 people, and recognized for fastest launch-blocker resolution time.
Drove effort to identify, create, and onboard topline quality metrics in order to monitor for regressions between releases and ensure the best user experience by catching issues quickly rather than from escalation via bug reports.
The Pokémon Company International (Contract) – Bellevue, WA
Technical Project Manager (Jan 2023 – Jan 2024)
Supported DevOps to successfully launch multiple programs/projects. Managed Online Services Tech Debt Program in push to reduce technical debt of online services teams, led effort to migrate to new monitoring and logging tool, and worked toward fixing current dev/test environment and creation of new environment to support cross-product development and testing for game studio and online services. Created project plans in Confluence, communications channels in Slack, high-level timelines and dependency maps in Miro, and low-level advanced roadmaps in Jira. Tracked scope, schedule, risks, decisions, goals, problem statements, capacity, meeting minutes, and task/issue/project status. Hosted stakeholder meetings and presented slide decks to large audiences including executives. Worked with InfoSec (Information Security) to ensure trustworthiness and safety of customer data.
Assisted in decision to investigate modernizing/migrating to new tech stack instead of upgrading existing tech stack, potentially avoiding roadblocks and saving a year or more of future effort across multiple teams.
Successfully led effort to migrate to new observability platform resulting in consolidation of monitoring and logging functionality, increased stability, reliability, and capability, as well as reduction of tooling/operational gaps.
Launched auto-remediation process to continuously resolve issues related to dev/test environment.
Assisted in identification and resolution of inconsistent fields in Jira, resulting in more accurate roadmaps.
Led programs and projects with cross-functional teams including dozens of members from up to 9 different groups.
Meta/Facebook (Contract) – Redmond, WA
Technical Program Manager (Jun 2021 – Oct 2022)
Represented QA team, worked with Engineers and Product Managers, attended Agile sprint planning, tracked QA test requests and feature roadmap tasks, ensured PRD availability for QA, hosted status meetings, created chats to track schedule, status, and bugs, oversaw service-level agreement (SLA) compliance, attended launch meetings, monitored features rollouts, tracked must-pass voice utterances, prepared features for dogfooding, hosted meetings to automate tasks, tracked UI interactions and UX improvements, and noted progress for new feature testing and regression testing for Assistant software on Oculus Virtual Reality (VR) hardware. Organized internationalization (i18n) and localization efforts, ensured sync of i18n British English and Australian English development with that of the primary US English effort involving both Android and iOS platforms, collected timeline information, hosted status meetings, facilitated creation of KPI dashboards, triaged tasks, and monitored data collection, word error rate, privacy, performance, reliability, latency, number of users, volume of tasks, QA pass rate, Automated Speech Recognition (ASR), Customer Satisfaction (CSAT), Test Success Rate (TSR), and Text to Speech (TTS) for Assistant i18n software on Ray-Ban Stories hardware. Ensured execution of privacy testing to protect trustworthiness and safety of customer data.
Increased SLA compliance to 100% for the Assistant on Oculus.
Launched dozens of new features for the Assistant on Oculus.
Launched two new versions for the Assistant on Ray-Ban Stories.
Microsoft (Contract) – Redmond, WA
Program Manager (Jun 2020 – June 2021)
Administrator for Azure DevOps and Power BI for various Azure and Identity Management customer support projects, initiatives, and processes such as Monthly Business Reviews (MBR), Monthly Operations Reviews (MOR), Chat, Objectives and Key Results (OKR), Costing, and Prosci Change Management. Triaged incoming projects and initiatives to send to governance team. Worked remotely in a highly experimental environment focused on developing new processes.
Created Azure Core Rhythm of Business (ROB) Timeline to conveniently visualize all major activities and events.
Hosted daily V-Team meetings to ensure rapid and successful resolution of critical issues.
Built multiple Azure DevOps projects with fluctuating requirements from the ground up as an administrator.
Responsible for all reporting through Power BI and continuously crafted new reports from numerous data sources including Azure DevOps, Project Online, and SharePoint in order to support team innovation.
Microsoft (Contract) – Redmond, WA
Program Manager (Jan 2020 – May 2020)
Hosted kickoff, status, backlog cleanup, sprint planning, and risk analysis meetings for Microsoft World Wide Learning SharePoint cloud data migration and worked in an Agile environment onsite and remotely. Administrated Azure DevOps tool by assigning work items and creating all epics, user stories, tasks, processes, and sprints. Developed project schedules, tracked capacity, removed impediments, and created status dashboards for data analysis. Gathered information from weekly meetings with larger team in order to update tasks and schedule within Azure DevOps.
Jumpstarted an Azure DevOps instance that had not been active for many months and created a large, efficient, and organized hierarchy of work items in order to immediately begin sprint execution, a process subsequently requested by other teams due to its high degree of effectiveness.
Created automated Azure DevOps dashboard for both core team and leadership audience.
Led risk mitigation meetings to plan for any impacts to project scope, cost, resources, schedule, quality, etc.
Philips (Contract) – Bothell, WA
Project Manager (Sept 2019 – Dec 2019)
Hosted kickoff and status meetings for all software development projects related to the Sonicare for Kids mobile game app for powered toothbrush hardware (classified as medical devices) within the Oral Healthcare team and worked in an environment comprising elements of Lean, Waterfall, and Scaled Agile Framework (SAFe). Developed project schedules, tracked capacity, removed impediments, facilitated creation of status dashboards, gathered information for release management, tracked development of native and gaming portions of the mobile app between multiple remotely located international teams, assisted with bug triage and grooming sessions, and reviewed customer feedback to improve user experience. Ensured adherence to all requirements related to privacy and security regulations such as HIPAA, COPPA, and CCPA to protect trustworthiness and safety of customer data.
Gathered process improvement information from all members of the team during first week at Philips.
Worked closely with Product Manager and provided suggestions for enhancements and new features.
Led organization of central Confluence space for more efficient communication among all team roles.
Worked with large and prestigious university client to support medical and behavioral case studies.
Kicked off program to implement several large new features simultaneously for mobile app (iOS and Android) that had previously been strictly in maintenance mode for many years using new development system.
Among first to review and then adopt new system for product development launch and maintenance created to optimize software development and move away from the old system created for hardware development.
Worked with a large team with a variety of roles such as researchers, directors, architects, testers, data analytics, product owners, product managers, developers, scrum masters, marketing, quality and regulatory, designers, localization, copywriters, and release managers.
T-Mobile (Contract) – Bellevue, WA
Technical Project Manager and Scrum Master (Mar 2019 – Aug 2019)
Hosted Daily Scrum and weekly status meetings for TVision telecommunications hardware customer service tool performance and enhancement releases in an Agile environment with onsite and remote Scrum teams. Tracked capacity for planning across multiple projects for executive audience. Contributed to quick wins meetings to more rapidly and effectively improve customer service. Administrated central Confluence space for all teams involved with the TVision set-top box (STB) product including adding new users, managing permissions, and structuring content.
Created central Confluence space via data migration from many existing Confluence spaces and wikis as well as creating original content and structure in order to centralize all information across all teams.
Created documentation to better facilitate the modification and creation of customer service roles.
Tracked and accelerated completion of TVision service documentation.
Researched and analyzed data for top customer service pain points for presentation to executive audience in order to prioritize resolution of critical issues and improve user experience (UX).
Managed ongoing work between teams located remotely.
Nuance Communications (Full-time) – Seattle, WA
Senior Project Manager, DCS Division (May 2017 – Aug 2018)
Hosted internal and external status meetings for global releases of the Nuance Virtual Assistant, a virtual assistant with artificial intelligence (AI), deep neural networks, and machine learning (ML). Gathered activity estimates and created project schedules, timelines, milestones, etc. Kicked off projects, secured client approval of specifications, ensured preparation of environments, localization, and content. Oversaw all elements of implementation, development, and integration. Guided and often participated in quality assurance testing. Confirmed functionality of analytics and billing. Managed defects reported during client user acceptance testing. Supervised late-night pushes to production and monitored stability period after go-live through data analysis. Reported to executive management via presentations. Oversaw training of Virtual Assistant to improve user experience (UX). Ensured protection of customer data privacy, trustworthiness, and safety.
Led projects with large Fortune 500 clients such as FedEx and consistently exceeded client expectations.
Virtual assistant implemented for each project performed well above requirements when resolving user issues.
Exhibited versatility by operating as both a Project Manager and performing quality assurance on projects.
Worked remotely with Nuance team members and client teams located internationally and managed efforts to eliminate all blocking issues in order to complete a large global rollout program for the Nuance Virtual Assistant.
Assisted other project managers with their projects in addition to leading several projects simultaneously.
Nuance Communications (Full-time) – Seattle, WA
Senior Project Manager, Enterprise Division (Nov 2016 – May 2017)
Hosted internal and external status meetings for messaging releases involving Interactive Voice Response (IVR), text messaging, and email campaigns to facilitate communication between clients and users. Kicked off projects and confirmed messaging requirements with client. Reviewed and updated task estimates. Tracked and forecasted schedule and budget. Facilitated handoffs from PM to dev to QA. Supervised design, integration, use of messaging templates, unit testing, and finalized test cases with QA. Monitored execution of test plan, joint integration testing with client, and user acceptance testing with client. Managed deployment and transition to support. Used Salesforce for initial project documentation. Ensured protection of customer data privacy, trustworthiness, and safety.
Displayed adaptability by leading projects in many industries such as finance, transportation, and healthcare with a variety of large Fortune 500 clients such as Bank of America, Alaska Airlines, and Evolent Health with a high degree of client satisfaction.
Frequently participated in quality assurance tasks to add an extra level of validation to projects.
ARRIS (Full-time) – Kirkland, WA
Senior Program Management Specialist and Scrum Master (Apr 2010 – Jul 2016)
Hosted Transformation Leadership, Sprint Planning, Daily Scrum, Sprint Review, Sprint Retrospective, and Product Backlog Refinement meetings as both Program Manager and Scrum Master for all software development related to the Media Gateway telecommunications set-top box (STB) hardware, embedded software integration releases, and mobile releases (iOS and Android) in an Agile environment with Scrum teams that was previously Waterfall. Performed test assessments, updated defect status and project dashboards to track and communicate metrics and performance indicators. Managed schedule, communications, stakeholders, and quality. Identified scope, risk, success criteria, process gaps, and resolutions. Analyzed resources, planned execution, oriented new team members, coordinated with external vendors, logged critical issues and changes, managed team of 12 people, applied Waterfall and Agile methodologies, and adhered to ISO 9000 standards. Analyzed data to uncover additional details and clarify ambiguous issues. Drove accountability for action items and produced detailed meeting minutes. Assisted in triage of bugs to improve user experience (UX). Assisted with interview process for candidates for both individual contributor and management roles.
Led organizational change management strategy by hosting Transformation Leadership meetings with senior management during conversion from Waterfall to Agile and to a new IBM CLM tool solution. By providing a clear and sequential methodology, was able to accelerate integration to achieve completion of deliverables within 4 months, a full 5 months ahead of schedule.
Assisted with Agile coaching during transition from Waterfall by leading Sprint Planning, Standup, Review, and Retrospective meetings.
Aided in the creation and review of user stories and the tracking of tasks and issues through Confluence and JIRA.
Managed large technological and organizational projects involving hundreds of employees with tens of millions of dollars at stake.
Led Tiger team at client lab and demonstrated new features, resulting in retention of critical client.
Created many training documents to keep team informed and maintain standards of performance during vacations and other absences.
Hosted training workshops and presentations to facilitate knowledge transfer in order to build and grow teams.
Worked in many roles as a Program Manager, Scrum Master, and QA Lead simultaneously while performing activities related to quality assurance, organizational change management, and program management for up to 5 releases all at the same time
Sponsored by ARRIS to complete PM Certification at the UW Michael G. Foster School of Business.
Received 2 awards in formal recognition of outstanding achievement and effort.
ARRIS (Full-time) – Kirkland, WA
Quality Assurance Team Lead (Apr 2008 – Apr 2010)
Created and reviewed test plans, document repositories, test passes, project dashboards, and release test results documentation for all software development related to the Whole Home Solution Media Gateway embedded software integration releases. Analyzed schedule and resources, planned execution, updated daily status, oriented new team members, managed team of 6 people, logged and analyzed defects.
Discovered dozens of bugs during 3D demo testing and gave a flawless demonstration for the NCTA at one of the largest cable shows.
Logged 60 bugs within 1 day on the first BVT for new software/hardware, resulting in significant early improvement to product.
Zango (Contract) – Bellevue, WA
Quality Assurance Engineer (Nov 2007 – Mar 2008)
Validated third party applications, website content, multimedia quality, interaction between company, users, content publishers, and advertisers for all software development related to the Zango web and desktop clients. Administered end-to-end and install/uninstall testing to clients, compatibility testing to numerous operating systems, system testing to third party software, regression testing for bug fixes, and functional testing. Led teams in the role of a QA Manager, creating all test cases for a project and executing them while instructing members of operations and development teams for website rollout events.
During rollout, caught blocker bug prior to code freeze avoiding considerable downtime.
Managed all website rollouts on time and on budget.
AT&T Mobility (Contract) – Redmond, WA
Quality Engineering Software Tester (Sept 2007 – Nov 2007)
Validated all software development related to mobile phone hardware, interaction between devices and websites, user account alterations, data storage, transmission, and integrity. Executed end-to-end testing in late-night live production environments, sanity/smoke testing before functional testing on software, regression testing for bug fixes, and data storage stress testing. Ensured protection of data trustworthiness and safety.
Regularly executed 50% more test cases than required by daily quota to meet deadlines and assist other testers.
Nintendo (Contract) – Redmond, WA
Quality Assurance Product Tester (May 2006 – Sept 2007)
Responsibilities entailed validation of typical console AAA game/software issues such balance, collision, control configuration efficacy, legal issues, hard and soft locks, feature functionality, game play intuitiveness and exploitation, grammar and spelling errors, graphic and audio problems, hardware and software compatibility, rules and scoring, and download/upload on wireless hardware. Completed exploratory testing on games prior to ad-hoc testing, acceptance testing for returning products, regression testing for bug fixes, incremental integration testing for all console software, functional testing for games/console software, and verification during walkthroughs before execution.
Shipped the following 11 games including multiple AAA titles, 2 console menu components, and 1 console:
Wii – The Legend of Zelda: Twilight Princess, Mario Party 8, Big Brain Academy: Wii Degree, Wii Play, Wii Sports
DS – The Legend of Zelda: Phantom Hourglass, Mario vs. Donkey Kong 2: March of the Minis
Virtual Console for Wii – The Legend of Zelda: Ocarina of Time, Mario Kart 64, The Legend of Zelda, Mario Bros.
Wii channels – Photo Channel, Check Mii Out Channel
Console hardware – Wii and associated peripherals
Mentored many new staff members to be able to identify major bugs within their first week.
Recognized as a top tester on The Legend of Zelda: Twilight Princess by finding over 80 bugs prior to release, ensuring product quality.
