Senior Technical Support

Mara Mossberg 516-***-**** cell • **************@*****.*** • LinkedIn Profile

Senior Technical Delivery Manager Orchestrating Cross-Functional Teams, Agile Innovation and Enterprise Technology Solutions

Senior Technical Program Manager with a proven track record of optimizing enterprise systems and leading cross-functional teams to deliver innovative technology solutions. Demonstrates expertise in spearheading complex migrations, including Great Plains to Workday ERP and ICBM to Genesis Cloud, while maintaining operational excellence. An accomplished leader in implementing Agile methodologies and Kanban practices and establishing robust project management frameworks using ServiceNow, Jira, and Confluence platforms. Brings a unique blend of technical acumen and strategic vision, successfully managing C-suite technical support, global office infrastructure, and critical business unit integrations, resulting in increased project delivery efficiency and enhanced stakeholder satisfaction.

Expertise:

Project/Program Management: Program Management - Agile & Scrum Methodologies - Project Management Tools (ServiceNow, Jira, Confluence) - Business Process Optimization - Operational Excellence - Kanban

Software & Systems: Jira - Confluence - ServiceNow - CRM Systems - Workday ERP - Great Plains - ICBM - Genesis Cloud - Active Directory - Office 365/O365 - GSuite - Okta - AppSpace

Infrastructure & Security: Enterprise Authentication Services - VPN - RSA - MSA - PIC Cards - Modern Desktop Engineering

Hardware & Support: Hardware Engineering - Technical Support & Troubleshooting - PC Support - Mac Support - Printer Systems - Audio Visual (AV) Equipment - Zoom Room Hardware

Collaboration & Communications Systems: Visual Communications Systems - Zoom Room Applications - AppSpace Dashboard Management

Communication & Leadership: Team Leadership & Collaboration - Cross-Functional Communication - Attention to Detail

Strategic Management Experience

Progressive Leasing July 2019 - Present Senior Technical Delivery Manager, Draper, UT (remote) (Oct 2023 – present)

Architect and execute enterprise-wide program management initiatives utilizing Kanban and Agile methodologies, orchestrating collaboration across four distinct engineering teams, including Customer Communications Marketing, Salesforce Administration, Comtech Engineering, and Financial Systems Engineering, driving measurable improvements in project delivery efficiency.

Spearheaded mission-critical cross-functional programs, successfully orchestrating complex system migrations from Great Plains to Workday ERP platform and ICBM to Genesis Cloud infrastructure, ensuring seamless business continuity.

Establish and optimize comprehensive Jira Board frameworks, implementing strategic tracking mechanisms for enhanced visibility across project deliverables, operational metrics, deployment schedules, and defect management protocols.

Engineered and maintained extensive Confluence documentation architecture, substantially improving cross-functional team collaboration and establishing robust knowledge management systems.

Orchestrate Agile ceremonies and methodologies, ensuring precise alignment between team deliverables and organizational objectives while maintaining exceptional quality standards.

Implement strategic CRM sprint optimization protocols, which will result in significant improvements to sprint health metrics and velocity benchmarks across project lifecycles.

Systems Engineer, Draper, UT (remote) (Jun 2022 – Oct 2023)

Led strategic project management initiatives across four key technology domains, including Modern Desktop Engineering, Application Support, Enterprise Authentication Services, and Enterprise Tools, delivering measurable improvements in project completion rates and operational efficiency.

Orchestrated comprehensive infrastructure deployment for the new Miami office location, coordinating multiple vendor relationships and internal teams to establish state-of-the-art workplace technologies.

Delivered executive-level technical support services to 15 C-suite executives, implementing innovative AppSpace dashboard solutions for ZoomRoom analytics to enhance leadership productivity.

Assumed expanded project management scope for three business units, earning permanent role advancement through demonstrated excellence in program delivery and stakeholder management.

Received enterprise-wide recognition from the Director of Enterprise Technology Services for exceptional achievement in technical integration implementation.

Administered comprehensive project and task management utilizing ServiceNow, Jira, and Confluence platforms, ensuring optimal workflow efficiency.

Demonstrated organizational citizenship through active participation in ProgFoundation Giving Committee initiatives.

Senior Technical Services Liaison, Miami, FL (Apr 2022 – Jun 2022)

Partnered with Service Desk operations, achieving 100% technical issue resolution rate while enhancing knowledge base documentation, driving significant improvements in first-call resolution metrics.

Orchestrated global Zoom Room technology deployment, managing application configuration and hardware implementation across enterprise meeting spaces.

Directed visual communications strategy and implementation across a multi-state office network spanning Utah, Arizona, and Miami locations.

Facilitated seamless integration between Four and Progressive Leasing technical operations, optimizing business processes and expediting issue resolution protocols.

Senior Technology Support Specialist, Miami, FL (Sept 2021 – Apr 2022)

Delivered executive-level technical support during the critical Four by Progressive Leasing acquisition phase, ensuring seamless technology integration.

Implemented comprehensive technology solutions for C-suite operations, encompassing PC, Mac, printer configurations, and enterprise application deployments, including O365, GSuite, and Okta.

Achieved and maintained premier customer satisfaction metrics through exceptional service delivery and performance standards.

Leveraged ServiceNow, Jira, and Confluence platforms to optimize project and support ticket management processes.

Served as a key technical resource in facilitating Four's integration into Progressive Leasing infrastructure, ensuring operational continuity.

Deloitte, Manhattan, NY, Rosslyn VA, (Remote) Jul 2019 – Sept 2021 Technology Support Analyst

Executed comprehensive end-user support strategies, delivering on-site and virtual solutions for tier 1 and 2 technical issues across enterprise operations.

Implemented advanced troubleshooting protocols for diverse hardware and software environments, encompassing laptop configurations, mobile device management, and printer system optimization.

Served as designated Subject Matter Expert for National Technology Services Training, developing and delivering technical curriculum across the organization.

Administered enterprise-level support for mission-critical systems, including Active Directory, Office 365, Outlook, and security infrastructure (VPN, RSA, MSA, PIC cards).

Engineered comprehensive knowledge base solutions, documenting complex ticket resolutions and developing technical documentation for enterprise-wide distribution.

Locust Valley Central School District, Locust Valley, NY May 2017 – Jun 2018 Audio Visual Technician

Orchestrated end-to-end audiovisual technology solutions, including deployment, maintenance, and advanced troubleshooting for diverse educational events and presentations.

Self-Employed, Merrick, NY Jun 2005 – May 2017

Freelance Technical Support

Delivered enterprise-grade technical support services to a diverse client base, implementing comprehensive software and hardware solutions while achieving exceptional client satisfaction metrics and retention rates.

Education

Stony Brook University – Bachelor of Arts, Psychology

Certifications

Dell Certified Technician 2020

Project Management Nassau Community College 2019

Agile 2019

ITIL 4 Deloitte 2020

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