Manager Customer Service

Colette Micrae

PO Box ***** Bellevue, Wa ***** *******@*****.*** 425-***-****

Senior Project Management

Respected professional with a distinguished career managing high-profile technical development projects, leading process optimization initiatives, system integrations and engineering strategic product development solutions. Expertise in directing projects from initial planning phase to successful launch, and product life cycle support. Keen ability to matrix-manage projects to completion within budget and on schedule.

Core competencies include:

Strategic Project Operations Planning

Vendor Development Management

Process Redesign / Product Launch Planning

Quality Assurance & Testing Development

Full Life Cycle Project Management Strategies

Project Budget Administration / Management

System Migrations, Legacy to Next Generation

Product Development and Graphic Design

Professional Experience

Premera – Lynnwood, WA 3/2013 – 3/2015

IT Business Intelligence Solutions Manager

Drive IT projects for the business using scrum methodology leading a team of developers, quality assurance and business analysts do analyze business requirements, develop solutions and test for quality and compliance. Detail release planning, tracking deliverables using project management tools such Microsoft TFS and PlanView an in-house project management and time tracking. Provide technical leadership to meet deliverable deadlines, documentation and risk mitigation. Additionally, oversee the interim work of Solutions Manager for Business Intelligence, reviewing resources, project road maps and scoping future requirements for new projects or products, such as Medicare Advantage. Requires extensive experience in planning and developing business requirement documentation (BRD), pro-active communication with the customer (business) on project status of in-flight work as well as investigating future projects and prioritizing work streams against business needs. Propose technical solutions and alternatives for customer request. Develop and present cost/revenue impacts to the business to key stakeholders and executives. Use Agile methodology extensively in day to day business practices to deliver business solutions.

Microsoft – Redmond, WA (Vendor Contract) 9/2012 - 12/2012

Venture Integration Program Manager

Drive and create deal value through operational integration and enablement for the Yammer acquisition within the Venture Integration Operations teams at Microsoft. As the PRSS (Product Release & Security Services) Integration Manager, I owned all PRSS-related aspects for the acquisition of Yammer, from deal diligence to deal close through integration and wind-down. As the PRSS IPM I worked closely with the operations staff of acquired companies and cross-functionally with other Venture Integration teams including engineering, product management, Microsoft Office division (MOD), security, finance, HR, and IT to assess business practices, identify risks to Microsoft and make mitigation recommendations. I was an integral leader of virtual and vendor teams to deliver operational capabilities to enable the business strategies.

AT&T – Redmond, WA (Contract) 4/2012 - 8/2012

Technical Program Manager

Lead a team of software developers to review system applications for operational and performance requirements, scoping improvements for the next releases. The system was a project management application (zTracker) which data mined other test tools such as Quality Center to provide executive leadership with a granular view of project and test status across IT. Provided analytical support to the project team, reviewing identified problem areas and/or changes in business requirements, and worked with Business Analyst to define software requirements and assess feasibility of design within time and cost constraints. Utilized Agilent SCRUM methodologies for planning and managing software releases. Ensured workflow and site compliance to corporate standards and regulations around security, user profiles and management, and hardware / software standards.

Clearwire – Bellevue, WA 3/2010 - 4/2012

Wholesale Program Manager

Primary role was to oversee and manage operations of Clearwire’s key strategic investors/wholesale partners, Comcast and Time Warner Cable. Daily functions include managing program status for 3G/4G network market launches and device launches of the partners in conjunction with Clear’s retail market launch strategy. Required close working relations with cross-functional groups; IT, Network ePMO, Data Warehouse, Network Engineering, Device Certification, Customer Care, and Revenue Assurance as well as Executive Leaders both internally and within the strategic investors.

Organize and Facilitate Quarterly Business Reviews with Clearwire’s key strategic investors and executive leaders.

Engage Founding Partners in creating successful business practices to build and retain a strong customer base, implementing sales strategies, customer retention and care center education and promotion.

AMDOCS conversion.

AT&T – Redmond, WA 5/2008 - 3/2010

Program Manager (Contract 1/2010-3/2010)

Lead cross-functional teams to evaluate current systems for on-boarding and releasing third party applications (games, organizers, tools, etc.) to the market place. Evaluate methodology and processes making recommendations to improve ease of internal approvals, for faster speed to market. Worked closely with web design teams, project managers and senior management to ensure content updates are in alignment with companies objectives. Participated in end to end planning and development to improve the on-boarding tool, allowing developers better access to build, test, onboard and certify applications across a range of devices, OS and platforms.

Enterprise Product Realization Manager (Contract 5/2008-12/2009)

Served as key team member on data Product Realization team within Chief Technical Office (CTO). Coordinated and lead multiple concurrent projects to drive new mobile security product features from conception to launch for security of enterprise devices through all product development phases. Serve as primary point of contact with cross functional teams such as Marketing, Service Architecture, Chief Security Office, Network Engineering, Implementation, and Device Teams to ensure project budgets, specifications, and on time delivery. Maintain communication with senior management to assess project needs and conduct vendor reviews to ensure solutions.

Managed corporate project; formulated project direction; estimate, forecast and managed budgets, and managed cross-functional team meetings.

Manage and direct all phases of product qualification and risk management resolution strategies to ensure successful execution of project and business continuity plans.

Trained & experienced with AT&T Corporate Processes & PM Tools: CPF/3D, TNRP, PAT and PMATT

Microsoft – Redmond, WA (Contract) 2007 - 2008

Technical Program Manager

Provided technical leadership in evaluating and devising technical solutions for re-engineering Repair & Refurbish facility operations for Engineering / Entertainment / Device Division. Performed due-diligence in planning project scope and establishing communication with project managers across the manufacturing, testing, and engineering teams to define and release documentation for factory operations.

Spearheaded implementation of new operational procedures to repair vendor equipment in Mexico and UK.

Credited for proactively restructuring processes to reduce churn and repeat repair returns by 30%.

Assigned and monitored project new feature enhancement testing schedules to provide feedback and input regarding repair tracking systems used by the engineers and technicians on the production lines.

T-Mobile USA – Bellevue, WA 2000 - 2007

Technical Program Manager

Promoted to oversee and manage the deployment schedules for nationwide Samsung & Nokia UMA device launch. Served as technical liaison evaluating subscriber equipment designs and communicate requirements to vendors and suppliers to ensure compliance with UMA product requirements and specifications. Coordinated actions across multiple business units to develop and validate handset products for deployment in T-Mobile markets. Led testing operations for GSM and HotSpot team and various handset vendors.

Managed and directed all phases of product qualification and Beta / Friendly User Trials (FUT) for both internal and external customers.

Collaborate with the Project Manager to identify tasks, resources, and develop corrective action plans for handset optimizations to meet high quality demands based on testing feedback.

Spearheaded development and communicate processes to share product information and testing data requirements of all UMA products & Wi-Fi Access Points for schedule management and issue resolutions.

Compliance & Verification Manager

Entrusted to lead team of product development and handset reliability engineers in development of new prototypes for deployment in the T-Mobile US markets. Interfaced directly with various handset manufactures to assess and identify product issues and ensure partners compliance with T-Mobile's technical requirements. Responsible for ensuring complete and accurate validation of Wi-Fi wireless data cards prior to full scale product release mitigating potential network and interoperability issues across such network platforms as Nortel, Ericsson, and Nokia.

Created and deployed a monitoring and management process to develop and implement wireless instant messaging applications with wireless partners such as Oz Communications and Microsoft to support AOL, ICQ and YAHOO wireless instant messaging and converged devices.

Evaluated and assessed new technologies, developing technical surveys to indentify potential problem issues and feature enhancements for future products.

Improved development efficiencies by guiding Engineers through development of validation test plans to ensure successful friendly user trials (FUT's) for new products.

Freeman Welwood (E-Trade Financial) – Tacoma, WA 1998 - 2000

Stock Broker

Interacted directly with clients to accurately process stock and mutual fund transactions. Oversaw opening and administration of 15-60 new accounts daily, assessed client needs and gathered information to communicate balances, positions and account summary as requested. Provided expertise in transferring funds from other brokerage firms and employee 401k/IRA plans, processing funds received and disbursed in client accounts.

US West New Vector Group / Airtouch Cellular / Verizon Wireless – Bellevue, WA 1990 - 1997

Roaming Specialist

Customer Service Project Manager

Switch Technical Support Specialists

Network Operations Center (NOC) Technical Administrator

Educational Background

Agile Scrum Master Certified

Central Arizona College 2012

Green River & Bellevue Community Colleges 1990/2012

Auburn Sr. High School – Diploma 1986

Professional Development:

Six Sigma Training (2007)

Risk Management, Managing Projects – ESI International (2006)

UMA Principles – T-Mobile Engineering (2006)

Cellular Training – US West New Vector / AirTouch (Verizon) (1990 – 1997)

OCTEL voice messaging Maintenance & Installation for Aspen/Maxum ~ STP/SS7 Overview

Intellepage (Paging system for voice mail) ~ Customer Service Training ~ Total Quality Awareness

Introduction to UNIX ~ Quality Team Building Sessions ~ PowerBand Digital Service

Phone Exchange Program ~ Basic Quality Tools ~ Cellular Repair Training

AECR Training (Achieving Extraordinary Customer Relations)

Contact this candidate