Jul 2019 – Nov 2021 · 2 yrs 4 mos · Raleigh, NC

• Support approximately 300 resources on their tooling and automation needs
• Setup program management processes to track and prioritize work including backlog management and stakeholder discussions.
• Guide organization on implementation of PowerBI and utilizing dashboards and analytics across teams
• Form and lead a team of engineers to develop instruction set simulator utilizing same program management processes
• Mentor and develop employees across organization

Mar 2015 – Jun 2019 · 4 yrs 3 mos

• Execute overall operations for all Watson content, services, SaaS solutions, and data experience on IBM cloud for clients of all product offerings; engineer success for all high-touch Watson SaaS clients.
• Design training cycle regimen for Watson in production environment to teach accurate and naturalistic responses to questions
• Institute Site Reliability Engineering methodology to support SaaS solutions
• Forge partnerships with third-party content providers to build central content repository for data across Watson products
• Established L2 call center in Dublin, Ireland; organized preparation for EU-managed offering and resources for 24/7 support
• Manage 10 major clients utilizing Watson SaaS solution in production cloud environment with collective revenue of $25M
• In 2017, tapped to oversee end-to-end support of VMWare solutions within IBM Cloud
• Supervise team of Client Success Managers to ensure consistent contact and high level of satisfaction
• Guide Development Operations team to automate processes within SaaS using Agile and Continuous Development methods

Jan 2014 – Mar 2015 · 1 yr 2 mos

• Administrated process life-cycle for 50+ internal applications; maintained $10M+ budget and 100+ worldwide resources; directly managed team of seven.
• Orchestrated first mobile deployment in business unit
• Reduced overall budget by integrating application support teams and strategically reducing overhead
• Recruited resource mix from India to reduce costs for Lotus Notes applications management

Oct 2011 – Dec 2013 · 2 yrs 2 mos

• Oversaw end-to-end process activities for internal implementation of SAP, including staffing, requirements, testing, deficit management, and deployment; managed $30M+ budget and global team of 100+ people.
• Integrated 50+ portfolio and legacy applications into SAP suite and created tools for day-to-day status reporting and efficiencies
• Partnered with third-party vendors, including Vendavo and Upside, for integration processes
• Launched application portfolio containing 300+ apps in Opportunity to Order space
• Updated senior execs daily on status, including deployment, post-production and hypercare defects, and move to steady state

Mar 2008 – Sep 2011 · 3 yrs 6 mos

• Promoted to delivery executive role in recognition of superb account development and technical solutions expertise; second line manager to 100 U.S. and 150+ resources across India, Brazil, and Egypt.
• In 2010, received Golden Circle (Best of IBM) Award; in 2011, recognized as Top Manger in Research Triangle region
• Managed vendor relationship with Oracle as third-party provider for Siebel package
• Maintained overall $25M budget, including month-by-month forecasting and focal for all-release budget allocation
• Implemented Agile, Agile Plus, and Component-Based Development project management methodologies
• Consulted weekly with Director and VP client teams to advise on financials, scope, status, and future plans
• Guided large, diverse teams to projects based on staffing plan, budget, and individual skill sets
• Coordinated technical discussions on market-leading database design, service-oriented architecture, and program interface

Jan 2005 – Mar 2008 · 3 yrs 2 mos

• Directed development, education, testing, and deployment for internal global accounts including Field Management System and Siebel CRM; managed budget and financial reporting for programming and planned enhancements.
• Mobilized 15 U.S. resources to collaboratively produce release of new functions, updates, and regular maintenance
• Promptly identified and resolved service or objective delivery issues and documented to prevent reoccurrences
• Promoted strong base account growth to increase company presence in challenging multi-vendor client environment

Jan 2004 – Dec 2004 · 11 mos

• Managed development activities for major Siebel CRM releases, ensuring scope, cost, schedule, and contractual deliverables; led team of twelve developers to release Siebel 7.2B and 7.5A Simplification.
• Developed with user centered design, recruiting end-user participation to simplify processes and address deficits in experience
• Oversaw two-week on-site training for team of ten new developers in New Delhi, India
• Designed and presented intensive training material, including in-class case studies to provide hands-on experience

Jun 2002 – Dec 2003 · 1 yr 6 mos

• Led team of five to configure Siebel 7.2 release to Japan to standardize user experience and process consistency across geographies; traveled to Japanese sites to facilitate implementation and training.

Jun 2001 – May 2002 · 11 mos

• Upgraded Siebel 6.2 to 7.0; developed key requirements for opportunity management.

Jun 1998 – May 2001 · 2 yrs 11 mos

• Supervised three developers to improve merchandising client server applications; modified 50+ PowerBuilder objects and converted historical data to accept 18 new regions.