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Troy Freeman

Project & Program Management

ad0q9c@r.postjobfree.com • 919-***-****

LinkedIn • Holly Springs, NC 27540

Accomplished and growth-focused professional with extensive experience in leading complex technology initiatives from inception to successful completion with defined time and budgetary constraints. Qualifications Summary

• Success in optimizing IT processes, amplifying product development efficacy, and driving strategic collaborations for notable business growth.

• Proven expertise in devising and executing global customer support strategies to enhance customer satisfaction and drive business growth.

• Known for technical program management, process optimization, and strategic leadership to deliver exceptional outcomes.

• Possess a strategic mindset, envisioning and delivering scalable self-service solutions for optimum customer satisfaction.

• Skilled in steering cross-functional teams towards creating and implementing seamless customer journeys across diverse touchpoints for SMBs and enterprise-level organizations.

• Committed to fostering innovation, refining workflows, and championing diversity and inclusivity in the IT industry. Areas of Expertise

Strategic Planning & Execution

Product Development

Digital Marketing

Team Building & Leadership

Project & Program Management

Process Improvement

Agile methodologies

Learning & Development

Regulatory Compliance

Budgeting & Forecasting

Resource Management

Cross-functional Collaboration

Key Accomplishments

• Pioneered inception-to-completion construction of IBM Globalization team, intricately refining workflows that culminated in remarkable reduction of time to market in major locales from three months to a mere 14 days.

• Amplified business impact and product development efficacy by refining processes, fortifying branding, optimizing product and UX design.

• Attained 95% forecasting accuracy, ensuring comprehensive service coverage for product and UX design, content, video, applications, and APIs.

• Administered IBM Words Matters initiative as a co-leader, driving corporate endeavors aimed at replacing racially biased or offensive terminology prevalent in the IT industry.

• Initiated and led strategic examination and adept utilization of production services, fostering collaborative opportunities and driving cross-selling and upselling endeavors across the spectrum of Digital Services Group offerings.

• Headed project and product management for IBM WebSphere and Rational Brand initiatives within Global Web Services Division. Career Experience

IBM Blue Studio, Market Relevance, Raleigh, NC 2018 – 2023 Globalization Practice Manager

Established and managed IBM Globalization team as a part of IBM Blue Studio for Market Relevance division. Guided a top- performing team of Globalization Strategists, Specialists, and QA Specialists, while collaborating with marketing sponsors/leaders to accurately forecast resources and budget prerequisites for seamless project execution. Implemented technical program management methodologies to monitor complete lifecycle of planning, creating, and translating diverse web and editorial content, encompassing marketing materials, data, video visuals, and animations. Conducted regular global conference calls by maintaining weekly cadence, engaging stakeholders, vendors, and extended teams. Employed confident and polished interpersonal communication approach, demonstrated adeptness in written and verbal interactions. Acted as globalization leader for development tech teams comprising 50+ adept resources, ensuring the punctual and budget-conscious delivery of all projects and assignments. P a g e 2 2

• Drove revenue growth and fostered exceptional customer experiences by forging highly scalable and customer-centric strategies collaboratively with the team, resulting in robust support for stakeholders' business objectives.

• Created and delivered compelling presentations with flexibility to tailor content for specific target audiences.

• Championed conception and implementation of progressive learning strategies and educational blueprints, elevating team members' skill sets through enhanced process methodologies.

• Crafted comprehensive project plans and executed solution development, adhering to design thinking principles and agile development methodologies.

• Orchestrated pragmatic scheduling, curated enriching content, and broadened proficiencies through specialized tool training. IBM Digital Services Group, Raleigh, NC 2006 – 2018 Global Business Development Lead (2015 – 2018)

Facilitated seamless synergy and optimization of cross-functional teams, marketing, and sales units, harnessing collective expertise to amplify effectiveness of strategies. Exhibited adeptness in executing technical program management (TPM), orchestrating seamless coordination among multifaceted project components. Employed astute data analysis techniques to scrutinize internal tools, effecting transformative enhancements to operational efficiency and overall service quality.

• Cultivated and sustained array of digital marketing materials, educational resources, websites, and presentations, fortifying IBM's digital presence and knowledge dissemination.

• Spearheaded advancement of Global Client Services (GCS) offering capabilities to bolster sponsors as integral facet of IBM's overarching digital transformation, in unwavering support of Global Client Services adoption and Business Development drive.

• Garnered recognition as recipient of the esteemed 2015 IBM Manager’s Choice Awards, lauding innovation of internal processes through conception of tools that engendered heightened efficiency and elevated service quality. Software Web Production Lead (2006 – 2015)

Collaborated with marketing sponsors and senior leaders to meticulously forecast necessary resources and budgets for projects, ensuring alignment with strategic goals. Monitored and facilitated complete lifecycle of publishing diverse editorial content, encompassing marketing collateral, videos, images, spreadsheets, and animations. Transformed overarching business objectives and online strategies into impactful web customer experiences.

• Achieved remarkable performance metrics, surpassing Year-on-Year targets with a stellar 96% on-time delivery rate and an impressive 98% Sponsor Satisfaction Rating.

• Attained unwavering compliance of web pages with ibm.com standards, privacy regulations, and accessibility requirements, maintaining an impeccable record of 100% adherence.

• Performed leadership role, steering global production and development tech teams consisting of over 50 resources, assuring punctual and budget-compliant delivery of all projects and tasks. Additional Experience

Project Manager, IBM Global Client Services, Raleigh, NC Education & Credentials

Bachelor of Science in Information Technology

Strayer University

PMP Certification (Pending)

Technical Proficiencies

Drupal AEM Workfront Airtable Mural Jira PTT/EMT Cognos Microsoft Project Microsoft Office Microsoft Visio Enterprise Content Management Lotus Notes Adobe Captivate Section 508 SCORM/AICC ISO 9000

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