NICK CHEN

Mercer Island, WA ***** 206-***-**** add1mx@r.postjobfree.com linkedin.com/in/nickchen206/

Professional Summary

Customer obsessed Product Manager offering two decades of industry success, including product roadmap development, market research and data analysis. Highly skilled in identifying opportunities to maximize revenue and improve processes. Adept at working with collaborating across teams. Experience in relationship building with external customers and vendors and passionate about delivering products with exceptional customer experience in mind.

Skills

Requirement Elicitation

Telecommunications Technologies

Vendor Management

Contract Review

Agile Methodologies (Jira Align)

Data Analysis (SQL, Power BI, Excel)

ITIL Methodologies

Partner Engagement

Financial Analysis

Customer Experience

Experience

Product Manager 04/2018 to Current

T-Mobile – Bellevue, WA

Lead cross-functional teams to develop a deep understanding of business needs and translate those needs into clear and actionable user stories.

Partner with engineering teams to identify product gaps and implement process improvement changes to optimize the business.

Define near and long-term roadmap in collaboration with customers and the project team.

Work with engineering and vendors to deliver new features while mitigating risks to ensure timely delivery and test to confirm quality of the delivered features.

Write product specifications and evangelize new product features to stakeholders.

Sr. Technical Account Manager 10/2015 to 04/2018

T-Mobile – Bellevue, WA

Liaised with strategic external customers (such as Google) to ensure business continuity.

Created charts and dashboard data and presented findings in QBR meetings with customers

Owned the rating and review for monthly million-dollar invoices and submitted for payment.

Coached and trained other account managers to improve technical proficiency.

Created and managed large data sets of call records, usage and expense to highlight trends and measure against KPIs.

Operations Program Manager 2014 to 2015

Microsoft Corporation – Redmond, WA

Led Quality of Service improvement efforts across the organization

Streamlined communications strategy for downtime communications

Optimized application onboarding processes using Six Sigma methodologies

IT Service Operations Manager 2009 to 2014

Microsoft Corporation – Redmond, WA

Analyzed application performance metrics and produced and delivered MBR’s to leadership.

Monitored product quality and KPI’s and drove necessary improvements to ensure the health of Microsoft Dynamics CRM instances.

Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.

Tracked virtualization progress against goals and milestones to move to a cloud infrastructure.

Resolved systemic tool and service delivery issues revealed by statistical reports.

Employed Problem Management strategies such as Paretto & heuristics to identify ticketing trends to enable issues to be corrected

Service Engineer 2005 to 2009

Microsoft Corporation – Redmond, WA

Worked on and resolved system application issues affecting server health.

Served as a Tier 2 support analyst resolving user-facing issues and coached teammates.

Created and executed test plans and worked with analysts and developers to correct bugs.

Software Test Engineer/User Support 2001 to 2005

Multiple Contract/Vendor Roles at Microsoft (Vendor FTE in 2005)

Software Test: Effectively interacted with business analysts and developers regarding software defects and worked together to develop innovative solutions

Software Test: Created test scripts and master test plans and presented to the project team

User Support: Resolved user issues escalated from help desk and used excellent customer service skills to keep customer net satisfaction (NSAT) above target

User Support: Coached the team on how to resolve difficult issues and trained them on SQL and other tools to improve team resolution performance

Education

Ashford University, Forbes School of Business

Master of Business Administration - 4.0

University of Notre Dame, South Bend, IN

Bachelor of Arts in Business Administration Management Information Systems

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