Professional Experience

Products analyze billions of call records to identify cost avoidance opportunities and address compliance and contract negotiations for interconnect agreements and bill validation.

In this role I formally defined the Product Management discipline using the PragmaticMarketing.com framework,

including implementation of repeatable processes for product lifecycle addressing

Market Problems, Product Innovation, Product Roadmap, Requirements management,

User Personas, Positioning, Product launch, Product Portfolio, Buy/Build/Partner, Thought Leadership,

Technology Assessment, Buying Process and much more

Executed these processes to move from an abundance of new feature ideas to complete market

launch of new platform in a matter of months while building the pipeline of market-driven features and

creating strategic alliances to equip the company for future growth.  Launch of this product has brought multiple clients and millions of dollars in contracts to the company.

As workload increased, lowered operations labor cost 42% in first year by moving to role-based, repeatable

processes and aligning resources with roles, freeing up senior team members to work toward

strategic goals.

Dramatically increased IT capacity and availability without increasing spending. Established roadmaps

for hardware and software, identified gaps in staffing and addressed them with contract labor while

negotiating lower rates with higher skilled resources. Developed and implemented enterprise security

standards, policies and processes. Implemented role-based permissions, allowing for centralized audit

and pursuit of SAS 70 certification. Implemented ITIL-based processes supporting Change, Security,

Delivery, Asset, Release, Service Desk and Problem Management.

Responsible to direct team of developers through implementation of multiple projects related to

Identity Management and business process automation projects. Began improving team development

processes from CMM Level 2 to CMM Level 3. Business process analysis and redesign to provide

audit trails so that these systems support PCI-DSS compliance. Implemented meaningful personal

and professional development processes for team members. Automation of business processes to

lower costs. Defined and implemented stringent software development life cycle, including welldefined

configuration management processes.

Manager, Information Resources

Under my leadership, the team doubled in size due to the value of the projects we completed. Actively

recruited team members and developed systems for creation and maintenance of integrations with

enterprise systems. Increased complexity of integrations with enterprise systems. Responsible for

vendor management and project management for multiple simultaneous projects. Moved team

development processes from CMM level 1 to CMM level 2. Redesigned source code control approach

and increased usage dramatically.

Senior Systems Analyst

Provided creative vision for implementation of business goals, helped end a death-march project for

the organization, and delivered return on investment with new solution within six months. Technical

leader for implementation of automated IT service catalog toolkit, and provisioning toolkit. Designed

and built several integrations for enterprise systems. This system provided $2.5M in net savings per

year, increasing each year. In this role, I provided work direction for my team of 2 directs, 8

contractors, 5 non-directs across teams.

Lead Technical Analyst

Refined software deployment design to fully automate deployment based on established system

change windows for each site. Provided work direction to employees, contractors and vendor staff for

improved software distribution enhanced to include automated, schedule-based deployment to

application server tier as well as to desktops at reservations centers. Designed and implemented

patch deployment to RedHat Linux servers at hotels. Developed and promoted operational response

plan for virus attack incidents. Led team of developers to “package” software for enterprise

deployment.

Senior Technical Analyst

Designed and implemented software distribution solution for 2,200 desktop PCs in 13 locations around

the world. This system was critical to the success of the organization’s reservations system.

Designed and deployed anti-virus solution to 5,000 local desktops, 5,000 additional desktops across

the United States. Deployed Y2K remediation tools to desktops across the enterprise.

Senior Product Engineer

Responsible for satellite VSAT network design, terrestrial WAN link design and implementation,

provided operational support for customer networks, system upgrades

Member of Advanced Software Engineering team responsible for maintenance and operation of “new

technology” development centers across the US as well as locations in UK and India. Responsibilities

included design and implementation of firewalls, routers, local area networks, wide area networks, file

and print services, as well as application servers on a variety of Unix platforms. In addition, acted as a

key troubleshooting resource on troubled projects.