Project Manager Customer Support

Reed Sicherman

PMO Manager / Sr. Technical Project Manager / CX Analyst *********@*****.*** 626-***-****

LinkedIn Claremont, CA

Results-driven and experienced Senior Project Manager / PMO Manager with a proven track record of delivering high-quality project outcomes through effective team leadership and project management methodologies with PMP best practices. Skilled in Agile and Waterfall approaches, process improvement focus, as well as customer experience analytics, risk management, scope control, vendor management, and authoring SOWs. Adept at improving operational efficiency, increasing revenue, and ensuring compliance with GAAP, SOX and ISO standards with Cloud solutions. Committed to fostering a collaborative work environment and providing guidance and direction to project teams.

Areas of Expertise

-Project Budgeting - Stakeholder Management - Project Portfolio Management

-Resource Allocation - Vendor Management - Process Improvement

-Risk Management - Project Change Management - Data Analytics

Professional Experience

5th Kind, Culver City, CA 2019 – 2023

PMO Manager / Sr. Project Manager

Implemented phased process and workstream improvement plan for SaaS SDLC operations, managing a comprehensive project portfolio and program operations system to eliminate silos and isolated planning. Deliver centralized support and guidance by establishing PMO and creating streamlined deployment template and repeatable release process for efficient delivery planning. Foster successful process alliances across sales, product development, deployment, and support teams to increase transparency and efficiency for DAM orchestration system.

-Led the design, migration, and installation of JIRA as the company’s development tracking tool, replacing the legacy system. Spearheaded improved test-plan methodologies reducing regressions.

-Developed comprehensive portfolio tracking and status system from scratch, resulting in improved accuracy and efficiency of data and reporting management. Applied OKR and KPI structures for improved CICD.

-Achieved ISO 27001 certification while providing outstanding customer support to a variety of clients.

-Strategized innovative SaaS solutions and delivery systems for CORE application usage by NBCU, Marvel Studios, Warner Brothers (and others) that re-established trust and increased usage.

Kantar, Universal City, CA 2015-2019

Sr. Tech Project Manager

Managed local and international project teams for Fortune 500/e50 clients. Effectively delivered worldwide marketing analytics and communication services utilizing Agile methodologies. Closely coordinated business and technical stakeholders, development, and implementation teams to achieve aggressive web-based deliverables. Prepared and evaluated RFPs while instituting Agile methodologies and TFS constructs, mentoring and best practices and SDLC principles. Optimized team structures, testing tools and methodologies, and streamlined scope control, cost, and risk management. Actively participated in the PMO process enhancement steering committee.

-Achieved successful delivery of worldwide marketing analytics and communication service through effective use of Agile methodologies and PowerBI reporting for stakeholders.

-Facilitated in productive collaboration between business and technical stakeholders, resulting in the achievement of aggressive web-based and SaaS deliverables with BIG data analytics.

-Received the ‘Most Innovative Product of the Year’ award for outstanding software development and management for Harley Davidson (CXI).

Concentrus, Diamond Bar, CA 2014 – 2014

Project Manager

Spearheaded multiple web project teams for cellular services management systems including Boost Mobile and Virgin. Crafted RFPs, internal and external SOWs, ROI reviews, and evaluated vendor proposals, resulting in effective vendor and contract management. Guided and directed scope control, UI, workflow, and risk management initiatives. Orchestrated professional service billing allocation solution for departments across multiple businesses, streamlining funds and labor distribution tracking. Redesigned supply-chain management allocation system within NetSuite and streamlined web integration workflows. Revamped multiple mobile applications for enhanced field agent experience.

-Successfully organized and led both on/offshore teams to improve funds and labor distribution tracking through professional services billing allocation solution.

-Efficiently integrated NetSuite with IBE ERP system and rewrote supply-chain management allocation system.

Stayhealthy, Monrovia, CA 2014 – 2014

Technical Project Manager

Led teams in managing and delivering multiple concurrent projects, including redesign of web platforms, multimedia advertising, and the creation of a Class 2 ISO 13485 medical device. Designed procedures, formed teams, and implemented a hybrid Agile/Waterfall methodology to address inefficiencies in resource management and product delivery. Compiled process and compliance documentation and assumed primary responsibility for FDA clearance audits. Integrated medical device life cycle release management for old and new systems enabled device development research and online algorithm testing procedures. Formulated and supervised workflow guidelines for the execution of multimedia advertising.

-Successfully implemented medical device life cycle release management system for both legacy and new systems, passing FDA clearance audit while adhering to HIPAA regulations.

-Developed and implemented efficient Isolated Online Algorithm Testing Methodologies for firmware and software applications.

-Seamlessly transitioned from legacy .Net platform to integrated online enterprise tracking and management system, offering wider usage through SaaS and incorporating the Rackspace cloud.

Fidelity National Financial (LSI / FNF), Irvine, CA 2008 – 2013

Sr. IT Project Manager

Led local, interstate and worldwide project teams to develop and deploy SaaS-based loan origination systems (LOS) and mortgage transaction management integrations. Provided executive management with scope, budget, and frequent progress reports, and managed project forecasting, risk management, and audit management. Trained project management teams on the approach, tools and execution of Waterfall and Agile/Scrum. Created and documented a test plan and oversaw the logistics of the rewriting of an enterprise platform (portals to DR). Built and tested RealEC’s new appraisal validation solution (Valuation Insights) for breadth and efficiency in accordance with SOX, FNMA, Freddie Mac, and banking standards. Managed the re-hosting and forward development of the VI product, ensuring that volume and performance requirements were satisfied through component replacement, rewrites and long-term stability testing.

-Successfully led multiple local and international teams to develop an aggregated single platform to support RealEC’s and other Fidelity loan origination systems while adhering to SOX compliance and multiple Gartner Group audits.

-Implemented industry-leading appraisal validation software product and successfully moved it from NOC to the cloud.

-Oversaw infrastructure, SaaS migration, and banking / mortgage industry regulatory upgrades implementations.

-Program manager for DOS to web-based conversion for national loan origination software system including bank and federal integrations and office infra buildouts. $64M budget, 20 business units, 68 project members (2002 – 2007)

Additional Experience

-Legalzoom.com, Hollywood, CA

Project Manager

Spearheaded end-to-end business, systems, and operations analysis project for pre-IPO legal assistance business, with a focus on commerce workflows, financial systems, and revenue recognition. Managed phased operations and application development and CRM projects to support GAAP and SOX compliance audits, collaborating with business, development, accounting, marketing, and production operations teams.

Education

MBA University of La Verne, La Verne, CA

BA in Psychology / Communications University of Southern California, Los Angeles, CA

Licenses & Certifications

Certified Scrum Master (CSM)

PMP (In Process)

Technical Proficiencies

AWS, Azure, Visual Studio Dev Ops, SaaS, Kubernetes, PHP, PostgreSQL, JIRA (Atlassian suite), GSuite, Bootstrap, Power BI, IBE.net, .Net, C#, SOA, Java, Javascript, J2EE, C++, HTTP, XML, XOML, SQL, UNIX, Oracle, DB2, Access, Adobe, Flash, Windows MS Suite, MS Project, Visio, Outlook, Slack, SmartSheet, Zapier, Zendesk, Confluence, Liquid Planner, MAC, SSO, SAML, Test Director, TEAM, SharePoint, Clarizen, iLink, MAS500, Visual Studio TFS, InRule, BizTalk, VM, HP, Dell, CISCO, AT&T, Verizon, SAN, NAS, Fogbugz, Bladespace, power and rack management, OKTA, MFA, Aspera, Wowza, Hybrik. MEAN and LAMP stack.

Project Methodologies: Agile / Scrum / Kanban, LEAN, Waterfall, RUP, UML, CMM, RAD, CICD

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