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Troy Masters

Enterprise Help Desk Supervisor

Director of Application Management | Integrated Service Center | University of Washington

Seattle, Washington

Section title

Troy Masters's Email Addresses & Phone Numbers

Troy Masters's Work Experience


Enterprise Help Desk Supervisor

March 1995 to December 1999

Greater Seattle Area


Store Systems Rollout Specialist

February 1993 to March 1995

Greater Seattle Area


Store Manager

June 1989 to February 1993

Greater Seattle Area

Troy Masters's Education

University of Washington

BA, Philosophy

Troy Masters's Professional Skills Radar Chart

Based on our findings, Troy Masters is ...

Strong sense of self

What's on Troy Masters's mind?

Based on our findings, Troy Masters is ...

50% Left Brained
50% Right Brained

Troy Masters's Estimated Salary Range

About Troy Masters's Current Company


Managed the 24x7 operations of Starbucks Enterprise help desk supporting Starbucks retail stores and corporate end users.

Frequently Asked Questions about Troy Masters

What company does Troy Masters work for?

Troy Masters works for Starbucks

What is Troy Masters's role at Starbucks?

Troy Masters is Enterprise Help Desk Supervisor

What is Troy Masters's personal email address?

Troy Masters's personal email address is t****[email protected]

What is Troy Masters's business email address?

Troy Masters's business email addresses are not available

What is Troy Masters's Phone Number?

Troy Masters's phone (206) ***-*328

What industry does Troy Masters work in?

Troy Masters works in the Information Technology and Services industry.

Who are Troy Masters's colleagues?

Troy Masters's colleagues are Clay Langston, Kaylee Mauser, Maya Scott, Jeff Sperring, Heather Hedemann, Hoku West-Foyle, Michelle Burley, Jamie Riedell, Chelsea Bates, and Marita Nel

About Troy Masters

📖 Summary

Enterprise Help Desk Supervisor @ Starbucks Managed the 24x7 operations of Starbucks Enterprise help desk supporting Starbucks retail stores and corporate end users. From March 1995 to December 1999 (4 years 10 months) Greater Seattle AreaStore Systems Rollout Specialist @ Starbucks Planned and managed the rollout of the Starbucks original Point of Sale system to stores across North America. From February 1993 to March 1995 (2 years 2 months) Greater Seattle AreaStore Manager @ Starbucks Opened and managed a number of Starbucks retail stores throughout the Seattle area. From June 1989 to February 1993 (3 years 9 months) Greater Seattle AreaPMO Manager | IT Operations @ Big Fish Games Led a team of project managers supporting IT Operations for Big Fish Games offices in Seattle and Oakland, CA. • Developed and launched new project management metrics for the organization. • Redesigned project management status reporting for IT Operations.• Implemented a new intake process for new projects to help provide better visibility to upcoming work, identify cross-IT dependencies, and to help with prioritization. • Improved the project charter development process to help insure that business requirements and acceptance criteria are better captured from customers.• Socialized change management processes to ensure project schedules include communication and training plans. From 2016 to 2017 (1 year) Greater Seattle AreaDirector | Project Management @, Seattle, WA 2015 - 2016Led a team of Scrum Masters / Project Managers supporting Agile development teams for and • Developed and deployed first-ever team level metrics for the organization in order to increase transparency of team velocity, issues and risk, and performance against plan. • Managed the successful transition from JIRA to Rally for the PMO, Product, and Development teams to take advantage of Rally’s more robust portfolio management functionality.• Championed and funded Scrum Master and Scrum Product Owner certification training across the organization. From 2015 to 2016 (1 year) Greater Seattle AreaIT Project Manager | Business Intelligence @ Bill and Melinda Gates Foundation Hired to create a collaborative environment, build a cohesive and productive team, and build bridges across IT and the business. Functioned as change agent, scrum master, and project manager.• Led an Agile team in developing a first-ever tool to help assess the impact of “College Ready” program grants on high-school graduation rates.• Successfully partnered with the CIO in leading the change management effort for the IT reorganization, including socialization, risk mitigation, buy-in, and execution. From March 2011 to June 2012 (1 year 4 months) Seattle, WAIT Manager @ Boeing Application Development manager leading a team of developers, analysts, project managers, and testers on new development, maintenance, and production support of customer-facing and internal applications.• Successfully championed the transition to Agile for both business and IT teams, partnering with internal business customers, removing roadblocks, inspiring the teams to take risks.• Volunteered to mentor and coach interns and junior employees to discover their career paths. From September 2009 to December 2011 (2 years 4 months) Greater Seattle AreaIT Project Manager @ Boeing Hired to turn around a failing project that was late and over budget; repaired relationships between the business and IT teams.• Led a team to develop a first-ever web-based tool, enabling commercial airline customers to access airplane operational data that had previously been available only on paper. • Transitioned the project team from Waterfall to Agile and on to a successful launch. Oversaw the successful sprint cadence for maintenance of the system and managed 24x7 production support of the system. From September 2006 to September 2009 (3 years 1 month) Greater Seattle AreaTechnical Program Manager @ Hired as a key member of the project team which launched a new division supplying multi-channel platforms (web, in-store, telephone) for the brick and mortar retailers that want to utilize Amazon’s expertise.• Developed production support model, training, and implementation plans for the new system at the Marks & Spencer department store chain in the UK. Based on solid retail experience, built a strong partnering relationship with the business customer in London. From January 2006 to August 2006 (8 months) Greater Seattle Area;London, United KingdomProgram Manager | Café and Emerging Business | Store Concepts @ Starbucks Managed a team of project managers and analysts working on complex, cross-functional projects involving IT, Store Development & Design, and the Retail Business unit across North America. • Led work on pilot “Hear Music” concept stores which combined traditional company stores with traditional record stores and new music systems. From January 2005 to November 2005 (11 months) Greater Seattle AreaProject Manager | Retail Systems @ Starbucks Managed the team of developers supporting store data systems and led project teams on numerous projects piloting new technology. • Awarded Starbucks Leader of the Quarter in recognition of efforts in managing the rollout of a retail network and new hardware to support the initial launch of the Starbucks Card. From January 2000 to December 2004 (5 years) Greater Seattle AreaDirector of Application Management, Integrated Service Center @ University of Washington I have joined the University of Washington as the director of application management in the Integrated Service Center. I'll be leading the team that provides application management of the Workday application for the university. I am so excited about this new opportunity and can't wait to dig in! Seattle, Washington, United StatesManager | IT Project and Portfolio Managment @ Seattle Children's As the manager of IT Project and Portfolio Management, I supervised a team of 30+ FTEs and contract project managers, scrum masters, systems analysts, and applications analysts that support IT application, infrastructure, and facilities projects. I was also the application owner of the Seattle Children’s enterprise portfolio management application, Planview PPM Pro. Some notable accomplishments:• Architected and rolled out a new quarterly planning process for IT built around ROI and linkage to strategy that includes key business leaders in the decision-making process for the first time.• Led the successful rollout of Planview’s PPM Pro application across the enterprise, enabling leaders to make strategic project decisions based on actual capacity and demand data. • Led the high-priority cost savings effort to consolidate Children’s IT contract project management suppliers down to a single strategic partner, and to move away from a staff augmentation model to a project-based model. From January 2017 to June 2020 (3 years 6 months) Greater Seattle AreaSr. IT Manager @ Bill and Melinda Gates Foundation Led a team of business analysts, product managers, and configuration specialists supporting business applications for Human Resources, Facilities, and Travel. • Managed the team supporting Workday in successful releases of Payroll and Talent releases, transitioned team to Agile / Scum development. • Collaborated with business stakeholders to develop first-ever business capability roadmaps which have become the standard for informing IT strategy planning, budgeting, and project implementation.• Selected to lead cross-functional IT project to evaluate, plan, and execute Scaled Agile Framework (SAFe) deployment designed to reduced WIP (Work In Progress) and cost.• Consistently rated highly for leadership skills and employee satisfaction, “the best manager I’ve ever had”. From 2011 to 2015 (4 years) Seattle, WA

Troy Masters’s Personal Email Address, Business Email, and Phone Number

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In a nutshell

Troy Masters's Personality Type

Extraversion (E), Intuition (N), Feeling (F), Judging (J)

Average Tenure

2 year(s), 7 month(s)

Troy Masters's Willingness to Change Jobs



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