Gabe CSM's Email Addresses & Phone Numbers

📖 Summary

PMP certified and Agile certified Senior Project Manager with more than 8 years experience in Project and Program Management roles. My background includes the following: release management, IT service management, customer support, professional services, support planning and operations, and contact center management. Fundamentally, I am customer focused. The common thread throughout my career has been customer/user focus. Personal strengths in diplomacy, negotiation, conflict resolution, cross-functional communication and collaboration, cross group collaboration, interdisciplinary problem solving, customer focus and advocacy, bias towards data-driven solutions, the ability to look at problems and situations holistically Specialties: IT service management, project management, change control, people management, relationship management, user experience, software deployment planning and implementation, communications planning, service desk/helpdesk operations, support readiness planning, UAT (testing) planning and coordination, bug triage and monitoring, early adoption programs, customer engagement, Agile, Defining and Controlling Scope, Risk Management, Strategy, Mobile Technology, MS Office, Word, Excel, PowerPoint, SharePoint, Jira, Configuration Manager (SCCM),Coaching and Mentoring, e-commerce, early adoption programs (TAP and Beta), Contact Center Management, Workforce Management, AndroidSenior Consultant @ Working on a project at Microsoft to develop a cross-functional integrated planning process coordinating planning activities between WW Operations, IT, Finance, and Licensing. From May 2015 to Present (8 months) Engagement Manager @ Comprehensive relationship management role with a key customer. From October 2014 to May 2015 (8 months) Senior Program Manager and IT Service Manager @ Deployment planning and implementation for internal Microsoft releases of Office 2013/Office 365, including communications planning and execution, and support readiness planning Engaged with end users directly to understand problem areas with individual Office releases and to submit appropriate bugs and DCRs to the product group Worked closely with the Office product group to develop IT processes around patching and updating of Office 365 clients Liaised with lab management to reserve testing/QA resources for test passes Managed daily triage calls with QA, Developers, PM, and Support resources Created test plans and coordinated test passes of new Office 365 releases prior to internal release to Microsoft users; Communicated test results to stakeholders Managed Configuration Manager (SCCM) software deployments Gathered user feedback on Office 2013/Office 365 support experience and call drivers by creating surveys and/or emailing groups of users directly Managed the Change Advisory Board (CAB) Negotiation of conflicts between change requestors and other IT stakeholders Communication of the forward schedule of change to a broad stakeholder audience Worked closely with legal affairs and human resources on privacy and compliance issues From January 2012 to June 2014 (2 years 6 months) Program Lead (Volunteer Position) @ Served as program lead for the monthly chapter dinner meetings, successfully planning and executing three events within a twelve-month period. This included: Defining the theme of the event, i.e. focus of the presentations Sourcing and recruiting speakers for the event Marketing the event to the chapter membership Coordinating with the venue – banquet seating for attendees, menu, audio visual Organizing volunteer assignments From November 2011 to January 2013 (1 year 3 months) Program Manager @ Managed testing and release management activities for Windows Mobile 6.5 Coordinated with lab management to coordinate and kick-off test passes Managed a daily triage meeting to review bugs and test pass results and coordinate code drops for future test passes Managed a cross-functional team of developers and testers to fix critical bugs in the Windows Mobile codebase and significantly reduce test pass failures Planned and managed test lab hardware upgrade, reducing the time required to kick off a test pass and freeing up approximately 1.5 FTE’s Contributed to the Windows Phone 7.0 Statement of Compliance to T-Mobile From April 2010 to June 2011 (1 year 3 months) Customer Program Manager @ ScrumMaster for multiple projects across the organization; managed daily standup meetings; scheduled and managed sprint planning and prioritization meetings and sprint retrospectives; maintained the sprint burndown chart. Managed the mobile application device porting process between Medio and Verizon. Worked with Development and QA to get BREW mobile application ported to Verizon feature phones, including certification by NSTL (National Software Testing Laboratory). Managed device deployments for T-Mobile's T-Zones webstore. This work typically involved both development and QA and would be finalized by a middle of the night release, timed so as to avoid disrupting T-Mobile customers (to the extent that was possible). A significant amount of this work involved communicating with T-Mobile stakeholders to ensure they were aware of our release schedule and which devices it would include. Managed the development, testing, and deployment of a prototype mobile application for T-Mobile to demonstrate Medio's mobile analytics capability. From July 2009 to April 2010 (10 months) Partner Engagement Program Manager @ Managed the Technology Adoption Programs (TAP) for System Center Mobile Device Manager (SCMDM) 2008 (both the initial release and subsequent SP 1 release), resulting in 22 successful customer deployments and valuable feedback for the product group Coordinated with legal affairs on partner status agreements Worked with event planners as well as internal stakeholders in the product group and marketing departments to put together an agenda and plan for the bi-annual meeting of the product group's Customer Advisory Council (CAC), ultimately bringing the project in 8% under budget Coordinated Release Management Activities for a supplemental toolkit for SCMDM 2008 SP 1 Provided project management and editorial oversight to vendors engaged in production of a playbook of best practices for managing a Technology Adoption Program (TAP) From November 2006 to May 2009 (2 years 7 months) Operations Analyst - Contact Center Operations & Workforce Management @ Managed inbound call traffic within the center. This included managing agent skill assignments and priorities within the Avaya CMS. It also included coordinating with IT on establishing rules that determined how calls were routed between the different physical locations. Provided reporting and analysis for a wide range of metrics related to contact center activity. This included numbers of inbound calls and emails, Average Handle Time (AHT) per agent, Utilization, Occupancy, and SLA. I also provided reporting on a monthly and quarterly basis that showed agent labor cost per contact and per order. These numbers were broken down by line of business (OTC, RX, Lens, and Nutrition). Primarily responsible for managing the Workforce Management process, i.e. forecasting and scheduling customer service agents in three different call centers. Also, as the SME for the Workforce Management Processs, I had primary responsibility for implementing Blue Pumpkin 4.5, an automated workforce management solution that provided a framework for forecasting contact volume and scheduling agent resources. From 2001 to 2006 (5 years) Support Analyst @ • Provided first-level technical support and triage to high profile customers in the developer community • Trained new team members when program expanded to other lines of business • Documented a set of processes and procedures that explained mission, workflow, and tools used by the Technical Router team From 1997 to 2000 (3 years) PMP Prep Course @ PMI From 2011 to 2011 Certificate, Project Management @ City University of Seattle From 2000 to 2001 BA, Political Science @ University of Washington From 1994 to 1997 Gabe CSM is skilled in: SharePoint, Program Management, PMP, Scrum, Project Management, Strategy, Cross-functional Team Leadership, Software Project Management, E-commerce, Change Management, Mobile Technology, Quality Assurance, Leadership, Testing, Mobile Devices