MIT Sloan Executive Education

University of South Florida

St. Petersburg College

State College of Florida-Manatee-Sarasota

Senior Program/Product Manager / B2B Digital Solutions / Tech and Software / Management Consulting

ServiceNow

Senior Manager, Demo Operations and Program Management

I'm honored to play a role in mobilizing our community of veterans and allies, working towards making ServiceNow a top destination for veterans in the workplace.

Veterans Employee Resource Group (EBG) - Recruiting Lead

• Designed products using big data tools to identify market opportunities based on demographic and economic trends and to pinpoint unique selling points. 
• Manage product release lifecycle in dynamic global environment using outsourced contract suppliers, global supply chain vendors in order to meet seasonal timeline and regulatory requirements.
• Use agile project management techniques to design and develop new consumer products using a globally distributed team.
• Consult with ecommerce, local, and startup clients on sales funnel analysis and business value assessments for new people, process and technology selection and implementation.
• Amplify existing marketing messages through social, paid and search engine optimization (SEO).
• Scale SEO content creation for niche to drive millions of organic visits annually.

Blueshift Nine, LLC.

Founder

Senior Staff Program Manager

Transitioned from my role as RTE to new Release Train Engineer for ART. Mentored and coached new RTE resulting in fully ramped RTE capable of executing all Release Train Engineer Functions.

Demo Automation
Global product owner for Reprise demo automation software. 

Drove global adoption of Reprise demo automation software across Demo Engineering, Solution Consultant, Product Management, and Technical Product and Solutions Marketing Team delivering a key new demo capability in support of our multibillion-dollar pipeline growth and closure goals.

Demo Support
Created, scaled, and managed Demo Support team supporting thousands of Solutions Consultants driving a 50+% incident resolution within one hour by mentoring and growing team members, streamlining processes, and aligning Global Demo Org support processes.

Drove change ideation to implementation time from 36 weeks to under 2 weeks to increase change velocity and enable better service for our Pre Sales Solutions Consulting customers.

Senior Program Manager | Demo Automation | Demo Support

Created and scaled the execution framework for our pre-sales program using SAFe Agile methodology that reduces the duration of sales opportunities and the effort needed to win them. 

Collaboratively applied Scaled Agile and Design Thinking best practices to ensure consistency of delivery, continuous improvement, and solutions that solve our customers problems. 

Managed scaling of developer team from twenty to 85+ in two years leading to 10x increase in pre- configured ServiceNow demos on 10,000+ instances.

Drove NPS score improvements for program from 48 in Q3 2019 to 87 in Q4 2021.

Managed the delivery of the program that brings consistency and scale in how all our enterprise SaaS offerings are presented and demonstrated.

Analyzed data to drive continuous process improvements through global teams in development processes using agile practices.

Ran discovery sessions using Design Thinking practices to identify customer problems. Led development teams to reduce time for demo prep from weeks to minutes leading to significant impact to Solution Consultant productivity.

Coached new team developers, scrum masters, and product owners on Kanban, lean, agile methodologies, storytelling, leadership, communication skills, and other frameworks and tools to reduce time to value and maximize impact.

Utilized communication skills to drive cross business unit collaboration and accountability to achieve goals and objectives in a complex, matrixed environment resulting in improved uptime of delivered services.

Co-created top ranked 2021 and 2022 Tech Summit lab sessions for 1500+ Technical Solution Consultants.

Used strong problem-solving skills to drive culture that motivated team members to be accountable for results which lead to increased accountability in cross-functional teams.

Senior Program Manager | Release Train Engineer (RTE) - DemoHub

• Provided strategic direction, created product roadmaps for OnDemand offerings, and drove customer experience improvements throughout entire SaaS lifecycle. Recognized for exceeding expectations and consistently delivering projects on time and on budget.
• Drove improved customer experience improvements throughout entire SaaS lifecycle.
• Evaluated existing on premise software applications for suitability for conversation to SaaS delivery.
• Evaluated and brought new SaaS products to market, including AWS based Federal Government offering.
• Drove cross business partnerships by connecting with key internal stakeholders, including Sales, Business Operations, Finance, Procurement, R&D and Operations.
• Drove creation of whitepapers, technical briefs, and other marketing materials.
• Drove Pre-sales activities including RFP, RFI and Security Questionnaires.
• Created Product Roadmap for SaaS offerings.

BMC Software

Product Manager - OnDemand

Acted as Product Manager for the second largest IT Service Management Hosting and SaaS environment in the world leading to a 300+% growth in under 12 months.
• Lead cross-functional teams with diverse technical staff while engaging with and managing multiple outsourcing partners to deliver an exceptional 99.98+% uptime of SaaS offerings.
• Architected, deployed and oversaw SaaS infrastructure support, monitoring, reporting and audits with zero audit findings.
• Created operational metrics to determine key performance indicator health leading to increased uptime and customer satisfaction to drive achievement of our strategic direction as part of our focus on continuous improvement.
• Planned, designed and deployed data center strategies to meet/exceed capacity planning and scaling the needs of the overall product roadmap.
• Managed  issues and prioritization through resolution with a highly responsive and communicative team that provided appropriate escalation and transparency.
• Evaluated new infrastructure strategies with detailed analyses of cost and maximized infrastructure while maintaining minimum required staff to achieve deliverables within budget targets.
• Developed and implemented Cloud Services policies, processes, procedures, etc. to ensure Cloud Services security, governance and compliance requirements achievement.
• Conducted Pre and Post Sales discussions with prospects regarding features/functionality of SaaS Service Offerings.
• Partnered with various business units to ensure alignment across the sales and delivery cycle.

Numara Software(Acquired by BMC Software)

Manager, Consulting Services- SaaS

• Collaborated with business partners to establish new Professional Services offerings to fit the evolving needs of the business.
• Managed professional services engagements within tight financial constraints with an average customer satisfaction rating of over 94%.
• Created Engagement Management Methodology to manage risk, improve communication, and increase alignment of solutions with customer’s business needs. 
• Developed new Engagement Managers and Business Analysts in support of $5MM + Professional Services organization.
• Managed developers and business analysts as part of our Custom Development process for creation of customizations for our software with 100% on time delivery.
• Developed training program for new sales executives on Professional Services benefits and offerings to increase services attach rate.
• Identified and implemented process metrics to measure efficiency and utilization of available resources to ensure appropriate staffing levels.
• Coordinated and trained with international, and cross business unit counterparts to ensure global consistency of service delivery.

Practice Leader of Engagement Management

•	Managed engagements within tight financial constraints with an average customer satisfaction rating of over 94%
•	Recovered endangered Professional Services engagements
•	Analyzed customer requirements and developed custom Statements of Work based on their needs
•	Recommended process improvements leading to greater efficiency within the team
•	Created Process documentation for more consistent delivery of processes

Engagement Manager of Professional Services

• Received significant management experience across all aspects of the business working directly for the CEO as a pseudo Chief of Staff. 
• Planned, executed, and reviewed multiple organizationally strategic projects including new SaaS product development, Oracle database migration, SAS70 TYPE II audit, Electrical upgrade and redundancy, and home office/data center move.
• Provide leadership for organizational change by coaching managers on how to act as a role model, solve problems, exercise appropriate judgement, how to act as an effective communicator, and escalation management. 
• Coordinated internal and external resources to ensure objectives were completed on time and underbudget while complying with applicable regulations.
• Managed projects and proposed and implemented new processes and organizational procedures and opportunities for automation via analytics.
• Reviewed and selected products, technologies and vendors for use during projects from initiation, including gathering technical requirements, risk mitigation, coordinating with engineering, or organizing resourcing using management skills gathered during my MBA
• Reviewed and negotiated contracts and proposals with prospective and existing vendors as part of our procurement process.
• Reviewed and created marketing materials, copy and marketing related processes.

Fintech

Project Manager

• Coordinated and scheduled all changes to the production environment of a primarily MS Windows and HP mainframe based environment.
• Conducted Post Implementation Reviews of changes to the production environment in order to improve operating processes
• Conducted risk analysis of large scale proposed changes and provided upper management with information regarding these when appropriate
• Facilitated company culture change for ITIL implementation by developing relationships with internal clients
Team member on team that created proposal for implementation of ITIL Service Management processes within the organization 
• Identified trends related to changes and consulted with internal clients regarding permanent fix

Raymond James Financial

Configuration Change Manager

• Served as third level technical support for network related issues for a primarily Cisco based network with over 10,000 connected nodes
• Performed all the duties of a Project Manager for multiple network related projects 
• Identified and implemented a project to migrate from private line to a frame relay solution that saved an estimated $750,000 yearly 
• Provided technical recommendations and evaluation of network equipment and software, including ROI calculations and break-even analysis 
• Consulted with department managers to evaluate and configure systems and services to meet their business needs 
• Trained new technicians in technical and operational procedures, and created documentation of new procedures and processes 
• Utilized network monitoring tools such as Solar Winds Orion NPM, Aprisma Spectrum and Wireshark to monitor, optimize and tune network performance

Network Technician I, II & III

Mortar Squad Leader, C/CO 2/504th PIR Fort Bragg North Carolina.
•	Motivated team members to achieve objectives
•	Coached team members on personal and professional development
•	Successfully led teams in highly fluid and rapidly changing environments

Ted Cory