Support Technical

Catherine Holland

**** * ******* ***, **** ***, Anaheim, CA 92805 714-***-**** ********@***.***

Results-driven Professional eager to contribute top notch customer support and escalation management experience to a challenging leadership role.

Profile of Qualifications

Over 10 years of experience with SaaS products, including development of support models to support systems / product, contracts, fix strategies, delivery, testing and quality assurance (QA).

Recognized for the ability to direct daily operations of teams globally across North America, South America, Australia, England, Spain, China, Japan and India.

Skilled in steering all phases of the product lifecycle to a successful completion utilizing various methodologies, including Agile.

Regarded for the ability to streamline process improvement initiatives to significantly increase efficiency of existing processes.

Dynamic interpersonal skills, instrumental to serving as a liaison between technical teams and customers.

Professional Synopsis

CA Technologies, Islandia, NY (Formerly Niku Corporation) 2003-2017

Director, Support and Engineering & Chief Customer Officer (2015-2017)

Received multiple merit based promotions due to top notch program management abilities.

Directed day to day operations of global cross-functional teams while overseeing 25 simultaneous projects.

Spearheaded process improvement initiatives, resulting in substantial boosts in efficiency.

Utilized the Agile methodology to define project scope and ensure adherence to technical project schedules.

Key Achievements:

Successfully reduced escalations to executive level employees by 90% within a 6-month period.

Managed the development of all patches and fixes as a whole for various clients including Fortune 100 accounts.

Engineering Program Manager (2012-2015)

Fulfilled critical leadership position, overseeing up to 55 team members globally.

Utilized the CA Project Portfolio Management tool (formerly Clarity) to manage all project phases, including planning, resource management and design specs.

Served as primary point of contact between support and development teams, key to rapidly resolving critical issues.

Successfully gathered / translated requirements to ensure successful development of products.

Used strong business analytics knowledge to oversee product management, resource management and perform competitive analysis.

Represented Engineering and Technical Support from initiation through release and manufacture phases as part of the Program Management Office for Product Development.

Support Delivery Manager (2011-2012)

Served as a liaison between internal business units and third party vendors.

Utilized various call tracking and management tools to successfully direct application support operations.

Key Achievements:

Streamlined on-boarding and training initiatives to reduce time to productivity from six months to six weeks.

Business Insight Analyst (2008-2011)

Strategically gathered requirements and developed a support model to address both Service and Application Support.

Support Engineer - Team Lead (2003-2008)

Contributed extensively to transition for technical support and development teams throughout company acquisition.

Catherine Holland

1331 E Katella Ave, Unit 313, Anaheim, CA 92805 714-***-**** ********@***.***

Triplex Direct Marketing Corporation, Novato, CA 1998-2003

Marketing Coordinator

Designed and deployed highly effective mail marketing campaigns to significantly increase company exposure.

Led 15-20 projects simultaneously.

Education & Professional Development

PMP Certification, Skill Success

Leadership Development, CA Technologies, Learning Management, Islandia NY

Marketing Coursework Completed, Santa Rosa Junior College, Petaluma, CA

Technical Proficiencies

CA Clarity PPM

Vantive

STAR Trak

MS Visio

JIRA & SAP

Agile Central (Rally)

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