Capella University

Business Manager, Customer Success Account Management - Federal at Microsoft

Pullman, Washington

Business Rhythm Leadership: • Coordinate/Orchestrate Strategic Planning Process and Business RoB’s• Proactively Manage attainment of key metrics, implement robust process, provide viability and insights on metric/scorecard/target attainment. Compliance Champion:• Compliance Champion: Demonstrated policy and process acumen and active role in driving policy awareness/training and a strong culture of compliance within the team. Operational Strategy & Change Management: • Drive Operational Excellence• Oversee SME (Subject Matter Expert) team structure and execution.• Monitor business continuity, results, issue resolution, clear handovers, and accountability.• Identify areas for service improvement or new services to support business requirements.• Identify, Design, and implement new processes and policies to support the business.• Leader for adoption of process, policy, and tool changes and design of roadmap and change items.• Orchestrate Change Management across CSAM Process/Policy/tools including the Federal specific changes. Headcount / People:• Lead “People Obsession” efforts in the CSAM Organization.• Manage REQs, PCN creation with HQ, local hiring events.• Drive diversity and inclusion. Communications: • Create sustained, pervasive connections, and conversations across the organization. Culture & Learning:• Partner with the Culture Council and People Obsession teams to align and land programs based on company key culture pillars.

Microsoft

Business Manager, Customer Success Account Management - Federal

- Standardize and Optimize Monthly Business Review Process. • Build SharePoint automation for swimlane and timeline functionality. • Provide cross organizational training around MBR adoption and project management.• Assist with fiscal planning efforts. • Identify and work on special projects.

Business Manager

- Supported the Business through the following core functions: Delivery Management, Reporting, and Operational Support.•	Assisted with backlog management.•	Project Financial workbook (PFW) validation.•	Owned internal processes.•	Provided general leader support to the Delivery Managers.•	Reported on utilization reporting and forecasting against business performance targets and scorecards.•	Delivery Manager portfolio reporting and forecasting against delivery excellence targets and scorecards.•	Provided analytical insights for scorecard key performance indicators.•	Provided ad-hoc reporting support for other ad-hoc ROB activities, initiatives, and projects.•	Managed an overall view of the Rhythm of Business diary and provided proactive notification of key events. •	Prepared supporting reports and presentations as needed.•	Supported Project Health Review meetings and Delivery Health Review meetings.•	Acted as a liaison between the Delivery Management Team and the Support Center of Expertise Team.•	Assisted with Business Management.•	Owned overall organization communications across multiple Core Capabilities.

Business Manager, Business Analyst, SP Admin, Business Excellence, Communications Lead

This is a continuation of the same role that I held with Artech Information Systems.

Aegis Company

Program Manager (for Microsoft Corporation - Secure Infrastructure)

- Supported the Business through the following core functions: Delivery Management, Reporting, and Operational Support.•	Assisted with backlog management.•	Project Financial workbook (PFW) validation.•	Owned internal processes.•	Provided general leader support to the Delivery Managers.•	Reported on utilization reporting and forecasting against business performance targets and scorecards.•	Delivery Manager portfolio reporting and forecasting against delivery excellence targets and scorecards.•	Provided analytical insights for scorecard key performance indicators.•	Provided ad-hoc reporting support for other ad-hoc ROB activities, initiatives, and projects.•	Managed an overall view of the Rhythm of Business diary and provided proactive notification of key events. •	Prepared supporting reports and presentations as needed.•	Supported Project Health Review meetings and Delivery Health Review meetings.•	Acted as a liaison between the Delivery Management Team and the Support Center of Expertise Team.•	Assisted with Business Management.

Artech Information Systems

- Directed the PMO: Process improvements, invoicing, customer escalations, new process creation.•	Accountable for budget of active project portfolio. •	Assessed customer feedback and made delivery improvements.•	Maintained a strong working relationship with Sales and Delivery leaders.•	SoW and Change Request Review.•	Executive reporting.•	RFP creation.•	Managed twenty concurrent projects.•	Executed customer demos and pre-sales.•	Program management.•	Resolved customer escalations.•	Managed Skype for Business, Security, Active Directory, Project Server Online, PowerBI, SCCM, MFA, Exchange, Azure, SSO, Hadoop, and SharePoint projects and budgets.•	Participated in presales conversations and led demonstrations.

Cyclotron, Inc. (Cyclotron Group)

Director of Program Management

Service Delivery and PMO Manager: January 2016-March 2017•	Managed the PMO: Supervised Technical Project and Program Managers, Career development, mentoring, process improvements.•	Managed Service Delivery: Professional Services, customer satisfaction, business strategy, and escalations.•	Accountable for budget of active project portfolio, including department PMO P&L. •	Assessed customer feedback and made delivery improvements.•	Maintained a strong working relationship with Sales and Delivery leaders.•	SoW and Change Request Reviews.•	Bonus and Revenue reconciliation. •	Executive reporting.•	RFP creation.•	Monitored utilization reports.•	Team project assignments.Program Manager and Team Lead: October 2014-January 2016•	Managed O365, Lync, Active Directory, SharePoint, and Cisco projects.•	O365, and Lync program management.•	Created and maintained project schedules.•	Worked with Sales, Engineers, and Senior Management.•	Process improvements and report management.•	Worked with external clients and vendors.•	Provided internal project training.•	Managed twenty plus concurrent projects. •	Successfully turned around key program.•	Managed Skype for Business, Cisco, Active Directory,  SCCM, Exchange, Azure, and SharePoint projects and budgets.

Strategic Products and Services (SPS)

Service Delivery Manager and PMO/PS Manager (2016-2017), Program Manager and Team Lead (2014-2016)

- Managed Advanced Authentication projects and VPN installation projects.•	Created and updated Purchase Orders, Invoices, process documents, and Statements of Work. •	Created and maintained project schedules.•	Worked closely with Sales, Engineers, and Senior Management.•	Process improvements, report management, training Coordination, and marketing email campaigns.•	Worked with external clients and managed vendors.•	Managed Professional Services.

NetMotion Wireless

Project Manager

- Provided quality reporting and tools to Microsoft customers.•	QA assistance. •	Routed and tracked escalations.•	Created and maintained project schedules.•	Worked with developers to deliver monitoring setup of customer servers and reporting and tools updates.•	Meeting management, status reporting, scorecard generation, and issue tracking.•	Team leadership and mentoring.•	Team project assignments. •	Managed monthly scorecard development and release.

Sogeti

Project Manager (for Microsoft Corporation)

- Created and maintained project schedules.•	Worked with Microsoft teams and developers to create 40 international and national CRM Dynamics websites.•	Meeting management, status reporting, and issue tracking.•	Reviewed documentation, wireframes, design specs, budgets, and SOWs.•	Research and comparative analysis.•	Website content Management.

Metia

- Created and maintained project schedules.•	Worked closely with Microsoft teams and developers to develop the Vine emergency response website.•	Meeting management, status reporting, and issue tracking.•	Reviewed documentation, wireframes, design specs, and SOWs.•	Research and comparative analysis.

- Created and maintained project schedules.•	Created customer surveys. •	Reviewed surveys, RFPs, wireframes, design specs, and SOWs.•	Worked with the Service Department, development, data analysts, report writers, and research department.•	Assisted Vice President with various projects.•	Managed meetings with internal resources to communicate expectations, changes, and phases of projects.•	Updated and maintained billing information.•	Managed survey gathering, reporting creation, editing, and release.

Free & Clear INC

- Created Use Case Diagrams, Class Diagrams, Wireframes, Activity Diagrams, and business and functional requirements.•	Managed the creation of new websites and products and QA’d website changes.•	Worked with development on website creations and updates.•	Managed website updates, creation, and release.•	Managed meetings with internal resources to communicate expectations, changes, and phases of projects.•	Executed and created client reports.•	Processed billing and Purchase Orders.

UpSellUSA

Web Project Manager

AT&T - Web Project Manager: September 2007- June 2008.•	Created and maintained project schedules.•	Managed meetings with internal resources to communicate expectations, changes, and phases of projects.•	Worked with cross functional teams.•	Worked to ensure business requirements were executed in a timely manner. •	Achieved sign off from key stakeholders.•	Created Scope Collaborations.AT&T – Associate IT Analyst, Team lead, SOX Compliance, Project Management: April 2005-September 2007.•	Wrote business requirements to automate the SOX compliance and policy efforts.•	Performed internal audits to ensure the company’s applications were SOX compliant. •	Managed meetings with internal resources to communicate expectations, changes, and phases of projects.•	Worked with development teams to execute projects.•	Created new procedures and manuals for compliance requirements.•	Created and maintained project schedules.•	Tracked weekly and monthly metrics.•	SharePoint management.•	Delegated tasks, and expedited to completion. •	Evaluated customer services and formed new strategies for delivering quality results.•	Created new operation standards for the 2006 SOX audits.•	Team leadership and mentoring.APEX Systems (for AT&T) – Associate IT Analyst: August 2004-April 2005•	Performed escalations for the Directors, VPs, and the President of the company.•	Analyzed incoming customer correspondence and developed best practices for common issues.•	Analyzed daily reports and delivered results to customers. •	Created accounts for new hires.•	Created and implemented process changes to consolidate five employee positions into one.

Justina Blackburn

Justina Blackburn