Project Coordinator Support
Resume:
Oren Gotesman
End-to-end project management experience: prioritizing tasks under tight deadlines, resource management, and working with senior stakeholders across operations, marketing, client teams and events. Strong knowledge of Agile and the Scrum process and all of its components, including: planning sprints, managing the backlog and creating user stories. Extensive experience using Google / Microsoft Suite, Project, Visio, Adobe Photoshop, SQL, Smartsheet, Salesforce, JIRA. CONTACT
Phone:
Email:
*******@*****.***
Home:
San Jose, CA, 95126
EDUCATION
BACHELOR OF ARTS
Politics, University of California, Santa Cruz,
2012
SKILLS
■ Strong Knowledge of the Scrum
Methodology, Agile Principles
■ Stakeholder Management / Influencing
without Authority
■ Problem Solving & Strategic Thinking
■ Frequent Presenter/Public Speaker
PROFESSIONAL TRAINING
■ Certified SAFe 5 Agilist (2021)
■ Six Sigma Lean Green Belt (2020)
■ Kanban Systems Design (2020)
■ Certified Scrum Product Owner (2013)
■ Certified ScrumMaster (CSM) (2013)
■ Certified Associate In Project Management
(CAPM) (2018)
PROFESSIONAL LEADERSHIP
■ Lead Developer Scrum Happens
■ Scrum Training Assistant, Stanford
Continuing Studies and Facebook
■ Area Director, chapter President and
Founder, Toastmasters
EXPERIENCE (Condensed to relevant experience. Exhaustive resume available upon request) Product Support Coordinator
GOOGLE (Contract) January 2020 - Present
● Owns operations processes for Google Cloud Certification support program: executes weekly ticket performance reviews, extracts data, identifies trends from common issues, collaborates with support teams to implement resolutions to reduce turnaround for ticket support. Presents process enhancements and team results to management monthly.
● Oversee the full customer support program and a team of 15 vendors. Under my leadership initial support response dropped from 12 days to less than one, with customer satisfaction rising from 35% to 72% of customers reporting a positive experience.
● Coordinates multiple teams across several work streams to support newly launched certifications. Responsibilities include: author FAQs for both external and internal audiences, develops team escalation processes, onboard support agents to new programs, proactively audits programs for opportunities to improve operations.
● Define content strategy and implement new features for Google Cloud Certification’s knowledge base platform. Site receives an average of 20,000 monthly pageviews.
● Oversees the content creation, translation, testing, deployment and maintenance of new and updated content for the knowledge base platform. Project Coordinator
FACEBOOK (Contract) October 2018 - September 2019
● Oversaw a program supporting the publishing of Facebook academic papers. Owned key relationships with legal, policy, marketing and PR, securing cross-functional approvals under tight and shifting timelines.
● Owned and continuously improved a complex workstream: retrieved data across multiple sources / systems, centralized and cleansed data using advanced Excel techniques, and prepared reports consumed by key stakeholders. Continuous experimentation and process improvements drove a decrease in turnaround time from 18 to 9 days.
● Revamped team’s collaboration toolset, migrating from a large set of disparate platforms to a small set of modern and synergistic tools. Authored supporting documentation that was shared widely within the team and greater org, driving faster adoption. Project Coordinator/Administrator
ROBERT-HALF CONSULTING (Katerra, Airbus) June 2017 - August 2018
● Removed logistical bottlenecks and improved procurement processes as a liaison between finance, IT, and HR. 98% of procurements arrived at or before needed start date.
● Sole ownership of key vendor relationships, acting as go-between operations and technology fulfillment firm, ensuring on-time delivery of critical tech purchases.
● Designed and built budget models in Microsoft Excel covering 3rd party engineering resources, travel funds, and hardware. Models supported tradeoff analysis of multiple scenarios and were used by senior management.
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