Daniel Hoffman

ad00xb@r.postjobfree.com https://www.linkedin.com/in/danielryanhoffman/

Objective:

Dedicated program management professional with over 7 years of experience specializing in technical issue resolution, cross-functional collaboration, and partner support management. Seeking to leverage my expertise to excel in program management roles while fostering strong relationships to drive organizational success.

Experience:

Senior Program Manager, Product Insights Amazon October 2022 - Present

- Lead end-to-end management of $XX million NPI Customer Validation trials, overseeing a team of 5.

- Coordinate national and global device shipments, ensuring timely delivery and customer satisfaction.

- Implemented process improvements and optimizations to enhance trial efficiency and effectiveness. Program Manager, Product Insights Amazon May 2021 - Present

- Managed product insights trial for Mobile Application with 10+ million active users.

- Successfully validated and facilitated the deployment of a top-20 requested feature, positively impacting 8 million global users.

- Discovered critical usability issues affecting 20% of the customer population, driving necessary product improvements.

- Founded the "Voice of the Customer" program for Ring Insights, leading to process enhancements and improved KPIs.

- Mentored support coordinators, promoting the adoption of best practices. Program Management Instructor & Interview Mentor Interview Kickstart Jan 2022 - Present

- Developed comprehensive TPM/PM fundamentals and behavioral course curriculum.

- Conduct live-class instruction for cohorts of 30-40 participants.

- Provide 1:1 Mock interviews and actionable feedback to aspiring program managers. Program Manager, Beta TiVo December 2019 - June 2021

- Executed and supported internal employee and partner Beta programs for over 15 critical releases.

- Synthesized feedback from 10-100+ testers into actionable dashboards for executive review.

- Managed support for the onboarding of 35+ partner accounts during the JIRA migration project.

- Achieved a 95% customer satisfaction rate in the Mobile program through a comprehensive support strategy.

- Orchestrated process improvements, including developing a bug filing script, reducing filing time by 50%.

Senior Engineer, Beta Technical Support TiVo May 2018 - December 2019

- Proactively assessed, analyzed, replicated, diagnosed, and resolved technical issues reported by testers.

- Collaborated closely with Engineering, Test, and Product Management teams to troubleshoot product functionality.

- Filed clear and actionable bugs using Bugzilla and Jira.

- Advocated for bug fixes and feature requests during engineering core meetings. Professional Services Engineer Atlona Oct 2017 - May 2018

- Developed solutions plans for commercial integration projects involving $25M of fielded products annually.

- Launched 'Support as a Service,' generating a new value stream for the business unit.

- Created a networking training program for Tier 2 and Tier 3 front-end support employees.

- Implemented, troubleshooted, and supported Internet-based Video applications and Linux/Unix operating systems-based products.

Technical Support Engineer II Atlona Sept 2016 - May 2018

- Effectively troubleshooted product and design difficulties via phone, email, or live chat.

- Closed 300+ tickets per month, maintaining a high level of customer satisfaction.

- Became the first team member to achieve Cisco Certified status, leading networking-related problem resolution.

Earlier Career - Freelance June 2013 - Sept 2016 Titles: Field Support Engineer / Stagehand

- Successfully set up and managed live music events, including high-profile artists like Bruno Mars and Duran Duran.

- Installed and serviced audio-visual equipment for top technology companies, including eBay, PayPal, GE, Eventbrite, and StubHub.

Education & Certification:

- B.A. in Film and Digital Media University of California Santa Cruz June 2013

- Modern Python 3 Bootcamp Udemy.com 2019

- Cisco Certified Entry-Level Networking Technician Cisco 2017

- AWS Certified Cloud Practitioner Jan 2021

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