Mark Shaffer, pmp

***** ** **** *****, *******, WA 98052

actwkv@r.postjobfree.com (email)

425-***-**** (cell)

PRINCIPLE PROGRAM MANAGER

As a true evangelist for excellence in technology Mr. Shaffer is a highly energetic business and technology leader proven by results oriented delivery for Fortune 100 corporations. As a proven Principle Program Manager he directs the realization of holistic solutions (people, process and technology) which add strong business value. His key accomplishments are in program delivery, operations transformation, strategic roadmap development, business process optimization, customer experience improvement, risk mitigation, venture integration, knowledge management and enterprise security enhancements. Furthermore he inspires teams to unrivaled loyalty and performance, through his compassionate leadership approach. His expertise includes:

IT Transition Management

Cross-Functional Team Leadership

Application Development/Implementation

Six Sigma & Lean Process Improvements

Data Center Migration Management

Business Performance Measurement & Reporting

Business Intelligence & Knowledge Management

Hardware/Infrastructure Deployment

Program Management Frameworks & Tools

Portfolio & Program Management

Career Highlights

INDEPENDENT CONSULTANT Redmond, WA 2015 - Present

Architect and deliver operations transformation roadmaps for select Microsoft customers. Solution offerings have included ‘transaction based to outcome based’ service baseline, system performance improvement strategy, OLO/OLA/SLO/SLA definition, MBR score card and Managed Service delivery

ANNIK SYSTEMS INC Bellevue, WA 2015

DIRECTOR OF OPERATIONS/ PRINCIPLE BUSINESS ARCHITECT: Directed the strategic, technical and functional operations of customer services provided by Annik. Scope of work included: operations transformation, business function ownership, technical operations direction, system improvement initiatives, daily development/delivery leadership, and corporate strategic planning processes. Highlights include:

Microsoft Finance BI: Architected and directed the managed service teams for Microsoft data operations management within Finance BI.

Architected and delivered the Microsoft Operations transformation roadmap include ‘transaction based to outcome based’ service baseline, system performance improvement strategy, OLO/OLA/SLO/SLA definition, MBR score card and Managed Service delivery - expanding the service portfolio from 1 year $3.5MM to 3 Year - $15.4MM

Led operations transformation and executive team engagement regarding KPI’s performance resulting in SLA baseline, measurement and 43% OLO improvement (from 24% SLA met to 67% SLA met) within first 3 Months

Consolidated 3 vendor agencies to 1 vendor agency resulting in a 27% resource reduction across 7 business units (based upon redundancy) within Finance BI

Managed, mentored and helped the resources within my organization to document and attain service performance goals

MS CONSULTING SERVICES (professional services consulting) Redmond, WA 2008-2014

MICROSOFT DELIVERY MANAGEMENT CONSULTANT: Specialized in delivering strategic initiatives, conforming out of compliance programs/projects and providing process optimization (Six Sigma, Lean Sigma) efforts. Dedicated to working with both mid and large sized cross functional teams, in order to deliver solutions while streamlining business/operations processes, reducing risk and improving overall organizational profitability. Skilled at directing large-scale ($20M +) programs. Engagement highlights:

Microsoft IT- Product Key Services: Consolidation of the Microsoft enterprise wide product (Devices & Services) activation/authorization as well as the product license Key Minting Services.

Defined & executed (via Agile) 1, 3 & 5 year product key strategy and service roadmap to improve consumer and enterprise market-share while simplifying and optimizing the fragmented licensing processes throughout the enterprise

Targeted quarterly enterprise savings of $1.8M

Aspect Software –Professional Services: Business turnaround of the failing professional services practice within the Pacific NW region.

Defined & executed 1, 3 & 5 year business strategy and SOA service roadmap to improve regional market-share while recovering overarching P&L,

Facilitated organizational alignment within the Partner and Microsoft market segments generating 170% P&L improvement (over previous 2 years) within 2 quarters.

Microsoft XBOX - Digital Supply Chain: Thought leader for 20+ resources by developing and deploying solutions.

Directed cutting-edge knowledge management solution for internal and external game production teams. Enabled digital rights management, collaboration, and security features to protect sensitive intellectual property from third-party publishers. Significantly improved XBOX’s security profile.

Consulted on service gap solution for XBOX Business & Channel operations team and developed (via Agile) / deployed an overarching SharePoint-based content management, collaboration, and knowledge-sharing platform. Reduced service gaps from 22% to less than 10% and cut time for issue resolution from 1-2 days to ~4 hours.

Spearheaded design of product roadmap and integrated service pipeline for new XBOX security feature that included a more streamlined customer authentication process. Led to a marketable service offering for the XBOX Digital Content teams that generated $15 million in market capitalization.

Initiated, developed (via Agile) and deployed IEB Digital Supply Chain end-to-end testing strategy, roadmap, methodology, and tools resulting in the reduction in overall quality defects across Digital Supply Chain portfolio offerings (including Microsoft Online Store).

Microsoft Quality & Business Excellence (QBE): Manage teams of 10+ in envisioning, architecting, and deploying solutions to optimize business processes, transform operations, lower costs, and improve business intelligence.

Architected, developed (via Agile) and deployed analytics SOA strategy (business intelligence, scorecard, dashboard) for QBE. Resulted in improved accuracy and timeliness of business analytics for key performance indicators (KPI); enhanced decision-making capabilities for executive management.

Enabled the organization to leverage best practices in knowledge capture and sharing and maximize intellectual property (IP) utilization.

Guided the reengineering of Six Sigma Belt certification review process to eliminate manual workflow processes. Captured 30% drop in Belt certification review costs and reduced reporting errors.

Developed and delivered (via Agile) post-engagement customer satisfaction survey tool that included back-end reporting database to track responses long-term. Provided critical customer feedback data on key performance indicators to improve internal consulting services and retain key customers.

Microsoft Office 365 Dedicated/Federal: Led team of 25+ in defining and executing program delivery strategy and projects associated with customer data risk reduction.

Designed project roadmap and acquired funding/resources to deliver integrated user reduction strategies.

Created opportunities for cross-team collaboration and delivered team and executive project updates.

Developed and deployed UAC (User Access Control) identity management program framework that included more streamlined delivery methodologies and tool automation via a service oriented approach.

Enabled MS Office 365 to secure $30 million in new Fortune 100 and federal government contracts with customer data security risks resolved.

MICROSOFT CORPORATION Redmond, WA (FTE) 2008

SENIOR PROGRAM MANAGER: Directed 20+ team members and $1.5 million budget. Leveraged Six Sigma process analysis to identify root-cause issues, leverage process best practices, and deliver strong improvements in business performance metrics. Established change management and configuration control methodology.

Identified $11.3 million in XBOX and $5 million in Cashback support workflow improvements, increasing customer net satisfaction ratings by 2 points within the first 6 months. Eliminated workflow inefficiencies through automation and process governance.

Architected and deployed global consumer support (GCS) process library and taxonomy with a consolidated knowledge management solution for process artifacts and program deliverables. Enabled GCS team to leverage previously gained program knowledge to improve the customer experience.

IBM GLOBAL SERVICES Denver, CO 2005-2007

SR. PROGRAM MANAGER XCEL ENERGY (2007): Management of $3.4 million combined project budget and 25+ team members. Directed all aspects of portfolio delivery inc. financial controls, resource allocation, task prioritization, enterprise change processes, vendor management, system testing, release management, QC methodologies.

Tapped to turn around over-schedule, over-budget program (costing $1.5 million per day in lost revenue and compliance fines) that was part of the Southwest Power Pool (SPP) energy trading market deployment. Brought program back into PMO compliance and successfully delivered SPP go-live projects.

Contributed to $24 million ROI by developing the portfolio strategy and program delivery plan that enabled Xcel to participate in expansion of the Midwest ISO trading market to include ancillary services renewable energy trading. Delivered the business strategy on-schedule and under-budget.

TRANSITION MANAGEMENT CONSULTANT INVESTORS BANK & TRUST (2005-2006): Brought in to lead $20 million business continuity planning and IT security system design project to resolve repeated system outages and overall performance degradation attributed to legacy system failures. Oversaw project team with 50+ members. Managed migration planning, project scheduling and staffing, system testing, agile development, implementation, and steady-state turnover. Transitioned organization from legacy systems to on-demand computing services (ODCS data centers), resulting in a 40% drop in highest severity outages within first year of deployment.

KEANE, INC. Johnson County, KS 2004-2005

SENIOR PROCESS MANAGER JOHNSON COUNTY IT ORGANIZATION: Provided lifecycle process development for the Johnson County IT organization. Leveraged SDLC, RAD, Waterfall, and Agile process models to design project management methodologies (encompassed vendor selection, hardware/software implementation, multi-tier client service support, application management, change management, and process audit/control frameworks).

Delivered consistent, repeatable IT lifecycle delivery and project management frameworks that captured $17 million ROI and eliminated critical project delays.

CAPGEMINI / FARMLAND INDUSTRIES 2003-2004

IT PROGRAM MANAGEMENT CONSULTANT: Chartered to identify and address the top 3 causes of enterprise system failures following Ernst Young/CapGemini merger. Consolidated disparate systems and methodologies. email system migration, knowledge management system architecture and rollout, storage area network solution design, and data center transitions.

Key player in strategic planning, development, and deployment of a centralized PMO delivery organization. Championed project management process engineering and improvement.

Enabled PMO to elevate from CMM Level 1-2 to Level 3,

SPRINT PCS & LONG DISTANCE Overland Park, KS (long-distance and wireless telephony) 1998-2002

PROGRAM MANAGER, RELEASE MANAGER, & SERVICE DELIVERY MANAGER: Managed diverse IT and operational support projects and system releases. Oversaw 25 direct reports.

Established foundation for several major wins ($98 million combined ROI) through such projects as PCS Wireless web deployment, commissions processes and technology, billing systems, operations systems, networking operations center (NOC), 75 new Sprint PCS store builds, stronger security profile, and enterprise-wide knowledge management solution (KMS) deployment and adoption.

Led Sprint Long Distance division in restructuring circuit switch outbound portfolio to recapture lost market share for enterprise long-distance services ($29 million ROI), dial-around product services ($17 million ROI), and digital fiber-based data services ($8 million initial ROI).

Education & Additional Credentials

Bachelor of Science, Public Relations: UNIVERSITY OF CENTRAL MISSOURI

Certified Project Management Professional (PMP) Project Management Institute (2004) #189989

Technical frameworks and methodologies: Methodologies include TOGAF, PMI/PMBOK, CMM (I), SDLC (Waterfall, RAD, XP, Spiral), Agile (SCRUM, Lean, DSDM, XP), Six Sigma, ITIL, and DMAIC.

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