TECHNICAL SKILLS
| Product Management | Data Analysis |
| Business Analytics | Agile Scrum |
| Project Management | JIRA |
| Confluence | SQL |
| Tableau | Python |
| Flask / REST / APIs | ServiceNow |
| LMS platforms (Blackboard, Moodle, Canvas, Sakai, D2L) | ChatGPT |
PROFESSIONAL EXPERIENCE
Mini Retirement / Position Eliminated
January 2023 – Present
- Completed professional development goals of obtaining CSPO and PSM-I certifications.
- Completed Udacity Business Analytics Nanodegree.
- Experimented with AI tools for text, image, and code generation.
- Managed the medical and emotional support for three family members facing serious health challenges, coordinating hospital stays, long-term care, ongoing appointments and treatment plans.
Pearson Education, London, UK (remote)
Senior Product Management Analyst, LMS Integrations and Mastering
June 2017 – December 2022
- Investigation, troubleshooting, and analysis of user issues support teams were unable to resolve, averaging 1% of overall support volume.
- Executed user acceptance testing (UAT) for new features, accessibility corrections, and bug fixes across AWS cloud infrastructure, ensuring a seamless user experience that eliminated 90% of reported UI issues during initial rollout phases.
- Designed and delivered new feature training and release updates twice yearly, which decreased overall escalations to the product team by up to 30%.
- Performed requirements analysis for new JIRA epics and user stories based on trends identified during investigations to enhance user experience for over 15 million users annually.
- Developed issue impact forecasts and mitigation plans for support teams which reduced escalations of issues by up to 100%.
- Coordinated and convened internal/external (including higher education instructors, system administrators, and vendor teams) cross-team working groups to resolve issues, with over 95% of cases resolved within one business day after escalation.
- Developed comprehensive troubleshooting guides for off-shore support teams that ensured efficiency by eliminating the need for further escalation for many issues, resulting in 25% fewer escalations to higher support tiers and faster resolution times.
- Introduced runbook to provide associated teams with guidance on issues that occurred outside business hours; lowered response and resolution times by up to 90%.
- Provided data, analysis, and customer feedback to product teams for roadmap development.
EQUELLA Agile Product Owner, EQUELLA SaaS repository solution
June 2016 – June 2017
- Groomed and prioritized issue backlog to optimize product deliverables and delivered 100% within limited timeframe and budget during product retirement period.
- Formulated detailed communication strategies for clients about product roadmap initiatives; ensured clarity in messaging which contributed to a significant drop in expectation-related service inquiries, with a reduction of over 30%.
- Authored, reviewed and edited internal and external documentation to stay current with releases to improve self-resolution for end-users and enable support teams to resolve without further escalation.
- Served as project manager for client decommissioning and transition to third party solutions upon EQUELLA product retirement.
EQUELLA Hosting and Client Support Manager, Americas and EMEA
August 2012 – June 2017
- Client base grew over 1000% during this period to over 100+ clients, with $7M+ in revenue for professional services, hosting, and training.
- Collaboration with teams across heavily matrixed organization on infrastructure efforts within AWS cloud environment: SaaS installations, migrations, upgrades, licensing, DNS, and SSL certificate updates.
- Collaborated with clients and development analysts to write user stories for bugs and feature requests with over 90% of these backlog items becoming part of a release.
- Represented EQUELLA team in all change management, post-incident review, and other operational meetings.
- Maintained ongoing dialogue and reporting structures between internal teams and external vendors, which minimized resolution times for integration issues.
- Produced support metrics, trend analysis, and risk assessments for management chain and acted as technical resource for accounts team during sales and status meetings.
- Assessed and analyzed client feedback and needs for all implementations in the Americas, Europe, Africa, and the Middle East, primarily through regular meetings with client stakeholder teams.
- Prioritized and managed work for the on-shore dev analyst team.
EQUELLA Client Support Manager, North America
July 2010 – August 2012
- Facilitated the upgrade and maintenance of 15 hosted client applications, implementing a tracking system tool for performance metrics/KPIs for use by 10 project managers for enhanced efficiency.
- Primary POC for all North American clients for troubleshooting, including advising and coordination of consulting work.
- Collaborated with cross-functional teams to extract and analyze 30+ client needs during strategy meetings; leveraged insights gathered from discussions leading to the resolution of key service delivery issues impacting customer satisfaction.
- Oversight of planning, rollout and migration of services from third party provider to internal infrastructure.
- Issued and applied application licensing for all North American client instances.
The Learning Edge International Hobart, AU (remote)
EQUELLA Client Support Officer
September 2009 – July 2010 (Acquired by Pearson)
- As the first U.S.-based employee, had considerable involvement in this startup’s early through growth phases, which grew from 3 clients to over 60 in the Americas and EMEA region.
- Triaged, investigated, and resolved over 200 client issues per month to minimize end-user impact; enhanced product value through streamlined communication with clients.
- Prepared detailed logs, metrics, and replication information for issues escalated to the development team, reducing follow-up communications and expediting resolution.
- Collaborated with the Australian client support officer to add user stories to the product backlog.
EDUCATION AND CERTIFICATIONS
Certified Scrum Product Owner (CSPO)
Professional Scrum Master Certification, PSM-I (aka PSM1)
Udacity, Business Analytics Nanodegree
University of Louisville, Graphic Design