Information Technology Program Management
Resume:
Darian Smith
Phoenix, AZ (*****) Long Beach, CA (90803)
******.***@*****.***
Skill
Years of experience
Portfolio Management / Director Leadership
8+
Program Management Leadership
12+
Strategy Operational Leadership experience
15+
Summary:
Senior Executive Management Consultant proficient in Thought Leadership for Corporate Portfolio & Program Business process operational demands with strategic Information Technology solutions to manage delivery of Global and Enterprise-Wide engagements / initiatives.
Responsible for driving, maturing, and fostering business continuity, organizational change, and process improvement for internal to external collaborative operational constituents.
Implemented comprehensive, enterprise wide, regulatory compliance authorization and infrastructure corporate assets that leveraged client-facing & client-servicing systems.
Experience in Production Support, ensuring 24/7 availability of mission-critical applications and services.
Skilled in monitoring, incident management, root cause analysis, and timely resolution of production issues to minimize business impact.
Hands-on expertise in ticketing systems (e.g., ServiceNow, JIRA), alert monitoring tools (e.g., Splunk, AppDynamics, Dynatrace), and log analysis.
Strong knowledge of Unix/Linux systems, SQL scripting, and basic automation with Shell/Python/Powershell for routine tasks and reporting.
Experienced in supporting real-time, batch processing systems, and data pipelines, ensuring end-to-end workflow stability.
Proven ability to collaborate with DevOps, QA, and development teams for issue resolution, change management, and continuous improvement.
Adept at maintaining SLAs, performing health checks, patching, deployments, and version upgrades in production environments.
Known for quick troubleshooting skills, effective communication, and a proactive approach to incident prevention.
Enhanced and advised the overall future footprint of the company's’ short-to-long term consumer support/data exchange/ GOOGLE CLOUD PLATFORM strategy and versed in presenting the proposal engagement initiative to executive management (C-Level).
Extensive qualifications in all facets of the portfolio/program/project office, utilizing industry standard Agile /SAFe methodologies and practices.
Experience in Release Support and Deployment Management across agile and DevOps environments.
Skilled in coordinating, planning, and executing software releases, patches, and hotfixes across multiple environments (DEV, QA, UAT, PROD).
Proficient in CI/CD pipelines using tools like Jenkins, Git, Bitbucket, Bamboo, and Azure DevOps for automated build and deployment.
Strong understanding of release governance, change control, rollback planning, and post-deployment validation.
Collaborated with development, QA, operations, and product teams to ensure smooth and timely delivery of releases.
Expertise in release documentation, maintaining release calendars, and conducting release readiness and Go/No-Go meetings.
Hands-on experience with version control systems, configuration management, and deployment automation scripts.
Known for strong troubleshooting skills, effective communication, and managing release-related risks and dependencies.
Skilled in implementing and improving ITIL-based processes to enhance service delivery, reduce downtime, and increase customer satisfaction.
Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, JIRA Service Desk, and Cherwell.
Strong background in root cause analysis (RCA), trend reporting, and process optimization to minimize recurring issues.
Coordinated Change Advisory Board (CAB) meetings and ensured compliance with established change management procedures.
Demonstrated ability to align IT services with business strategy, increasing operational efficiency and reducing service delivery risks.
Exceptional communication skills to liaise between technical teams and business stakeholders for seamless service transitions.
Education and Certifications:
Masters’ Information Systems: concentration in Software Engineering – Harvard University
Bachelors of Arts in Computer Information Systems – Queens University
FRANKLIN COVEY Certification: The 7 Habits of Highly Effective People
Six Sigma Certification (Green belt): GE
Certified Software Project Manager (CSPM): QAI Institute
RUP (Rational Unified Process) Certification: Rational University
CNE – Certified Network Engineer: ASTRON
PMBOK Boot Camp Classes: Bryant University
Certified IT Professional: ENTELIGENCE University
PgMP Certification (Program Management Certification) – PMI Institute (in progress)
Scrum Alliance - Certified Scrum Product Owner Certification (in progress)
SAFe 4.0 Agilist
CONFLUENCE/JIRA, CLARITY, PRIMAVERA, SMARTSHEET
Professional Competencies:
Efficient in high-level organizational negotiations and consultations regarding corporate/organization SOW’s and SLA’s.
Proven focus on global business transformation to IT operational excellence internally, externally, and client/corporate measures to customer facing.
Proven Enterprise Change Agent & Operational Management objectives including analytical & conceptual problem solving.
Proven focus on ability to forge strong partnerships with various business units within multiple organizations.
Proven Global business strategist focused on large-scale/enterprise strategy, innovation, and differentiation.
Proven implementer of an EPMO Program/Project Office functions, including all continuous improvement practices and methodologies.
Proven ability to build high-performing, high-morale, self-managing teams that function well in complex environments.
Proven ability of formulating strategic objectives as basis for establishing action plans, technology standards and performance measures.
Proven ability to determine business criteria for screening new technology ideas for potential, deployment, and practicality.
Excellent organizational/time management, planning, communication, decision-making, negotiating, presentation, and organizational skills.
Extraordinary understanding of various technologies, platforms, and tools with emphasis in infrastructure, support and managing multiple technology and software platforms.
Proven ability to work successfully in a high volume, technically demanding job with leadership and mentoring skills utilizing excellent judgment.
Professional Experience:
Alphabet (GOOGLE) - MOUNTAIN VIEW, CA NOV 2021 - PRESENT
Sr. Program / Product Manager / Production Support Consultant
Managed the Quarterly Releases of Enterprise SALESFORCE Technology Digital Transformation Product Solutions thereby influencing customers to engage in credit card program shopping experiences for new and existing customers - External Constituencies for e-Commerce Channels for Global Sales within the SALESFORCE/ ICE Integrated platform.
Operational Tenants for DSPA Requirements included:
Outlined and streamlined Monthly achievements, call outs, and analytics with a monthly newsletter.
Drove weekly maturity of Release management for the Strategic operational aspects of Seeker, External - Users and e-Commerce Procurement / Fulfillment.
oGlobal Enterprise Functional Ticket Prioritization
oWeekly KTLO: Keep the Lights On)
oGEM Systems and Business Weekly Collaborations
Managed Global Off-shore and On-Shore Development teams.
Provided 24/7 support for critical production environments, ensuring maximum system uptime and performance.
Monitored application and infrastructure health using tools like Splunk, AppDynamics, Dynatrace, Nagios, and Grafana.
Investigated and resolved production incidents, performing root cause analysis (RCA) and implementing long-term fixes.
Supported batch job monitoring, log analysis, and issue escalation across distributed systems.
Coordinated with development, QA, and infrastructure teams to troubleshoot and resolve application issues.
Implemented and managed ITIL-based IT Service Management (ITSM) processes, ensuring alignment with business goals and SLAs.
Handled Incident Management, minimizing downtime by identifying, logging, categorizing, prioritizing, and resolving incidents.
Led Problem Management activities including root cause analysis (RCA), permanent fixes, and maintaining a known error database.
Coordinated and executed Change Management processes, including risk assessment, approvals, scheduling, and post-implementation review.
Monitored service requests via ITSM tools like ServiceNow, BMC Remedy, or Cherwell, ensuring timely response and resolution.
Managed Configuration Management Database (CMDB) to maintain accurate records of IT assets and service dependencies.
Maintained detailed release documentation, including release notes, known issues, and configuration updates.
Participated in Change Management and Release Readiness Reviews, ensuring compliance with ITIL or Agile DevOps standards.
Used tools like JIRA, ServiceNow, or Azure DevOps to manage tickets, change requests, and incidents related to releases.
Monitored deployment logs and system health during and after release to ensure application stability and performance.
Implemented automation scripts for deployment and environment setup to improve consistency and reduce manual efforts.
Worked with CI/CD pipelines to support continuous integration and delivery across development environments.
Collaborated with internal business partners to ideate, refine requirements, and define enhancements
ADOBE HQ - SAN JOSE, CA (Office of The CIO EPMO) NOV 2020 – SEP 2021
Sr. Program Manager / Production Support Consultant
INITIATIVE PURPOSE / GOAL: Managed the Strategic CIO / EPMO Overlay of future state incumbent offerings, with a centric-focus to millions of futures uses to procuring software Titles within Adobe. Implemented Methodologies relative to maturing employee purchasing behavior and reduced credit card purchases of software titles. Strategic consolidation of software and eliminated offering of tools by outlining redundancy and eliminating obsolete software. Automated the procurement, approval, provisioning, and harvesting of software titles by collaborating with Global / Enterprise Stakeholders with respect to Business Value Proposition, Digital Transformation and Corporate-Wide Organizational Change. Increased revenue brand strategies by appropriate procurement models conditional to relative appropriate cost centers for the proposed future Enterprise Suite of Services Software.
Managed GLOBAL Cross-Functional Business Value Implications with FINANCE, PROCUREMENT, VENDOR RELATIONS (VMO: Vendor Relationship Management), (SAM: Software Asset Management), and ENTERPRISE PRODUCTIVITY PLATFORMS, (ZYLO, Workspace One, ARRIBA).
Developed and implemented the overall Strategic Plan for the Employee Experience Platform, which consisted of the REPURPOSING of SERVICENOW to integrate with Support Center, Market Place (e-Commerce Channel), and Employee Actions: Downstream Applications integrated.
Orchestrated and managed weekly Customer-Facing meetings, within the Office of the CIO / EPMO, with monthly STEERCO and OpCo’s (Operational Committee) aligned with: C-Level, (Vice-President(s) and Senior Director Level) PURPOSE: Present Executive-level Presentations / DECKS to the CIO, illuminating the proposed EPMO RoadMap Framework for adoption strategy across Global Enterprise constituencies, Product Owners, and Cost Centers.
ENGAGEMENT ACHIEVEMENTS: Phase One, Operational, with on-boarding of Software TITLES on the MARKETPLACE. Content Management via ServiceNow
Handled deployment activities, release validations, and post-deployment verification in production environments.
Created and maintained runbooks, SOPs, and knowledge base articles to streamline support processes.
Participated in Change Management processes and collaborated in CAB meetings to assess deployment risks.
Managed incident tickets via JIRA, ServiceNow, or Remedy, ensuring timely resolution and proper documentation.
Ensured compliance with SLA/OLA and ITIL-based incident, problem, and change management frameworks.
Automated routine support tasks using Shell/Python/PowerShell scripts to improve response time and efficiency.
Ensured disaster recovery and business continuity preparedness by validating backup and failover procedures.
Supported Service Level Management, defining, negotiating, and monitoring SLAs and OLAs for internal and external clients.
Worked closely with cross-functional teams to ensure availability, continuity, and performance of IT services.
CIO Office / EPMO Tools (COMFLUENCW/JIRA: EPICS & USE CASES, SMARTSHEET, LUCID CHARTS, SLACK, MS OFFICE 365, SHAREPOINT, BLUEJEANS Conference Meeting, MICROSOFT MEETING)
American Express HQ - Phoenix, AZ AUG 2018 – MAR 2019
Portfolio / Program Manager Consultant
Managed the Strategic BIG DATA / GOOGLE Enterprise Cloud PLATFORM Migration / SaaS, Portfolio Program-Level implementation (Process Management, Business & Operational Support) standards and advised on the future, robust, Enterprise / Global Ecosystem (OMNI-CHANNEL Technology Platform Conversion). Aligned: AGILE, DevOPS & BIG DATA Operational Support. Aligned Global teams to the adoption of the newly framed infrastructure of analytics, operational efficiency, and real-time collaboration.
MACHINE LEARNING /AI “Intelligent Swarming”, BIG DATA Engagement: Managed & Responsible: for leading and introducing a newly formed Global Collaborative Based Operational Solution / Framework, thrust within the Engineering Technology vertical of American Express. The MACHINE LEARNING “INTELLIGENT SWARMING” solution yielded: Eliminating “Ticket Bouncing”, “Ticket Escalation” and streamlined an Analytic focus / leverage on the “Value Realization” of operational Customer Experience success.
Orchestrated, planned, and managed the daily interoperability DevOPS best practices of integrating SERVICENOW Modules and the oversight of the REMEDIATION effort and daily operational GOALS/Targets being achieved. Resulting in Enterprise DEFECT REDUCTION, Operational Miscues, and Production Trend Analytics.
Led and managed weekly Customer-Facing meetings (Vice-President and Senior Director Level) with executive-level Presentations illuminating the proposed RoadMap Framework for adoption strategy across Global Enterprise internal constituencies.
Engagement Achievements: Intelligent Swarming Topology / Infrastructure Assessment-to-Implementation: PRE AI
Created and updated Standard Operating Procedures (SOPs) and runbooks to streamline IT operations.
Facilitated Change Advisory Board (CAB) meetings and ensured changes are aligned with organizational objectives.
Ensured compliance with ITIL best practices, internal policies, and external audits.
Used KPI metrics and dashboards to track incident trends, SLA adherence, and identify service improvement opportunities.
Coordinated and executed application/software releases across development, test, staging, and production environments.
Collaborated with development, QA, and operations teams to ensure smooth and error-free deployments.
Managed and tracked release schedules, ensuring timely delivery of builds and patches as per the release calendar.
Supported release packaging, version control, and build verification using tools like Jenkins, Git, Maven, or Bitbucket.
Facilitated pre-release checklists, deployment plans, and rollback strategies to mitigate risk.
Troubleshot and resolved post-deployment issues, working closely with engineering and infrastructure teams.
Click-To-Collaborate Methodology Infrastructure: OMNI Channel Communication Strategy platform utilizing Chat (SLACK), CONFLUENCE / JIRA and SERVICE NOW for seamless integration for Operational Incident Management-to-Resolution.
Orchestrated, planned, and managed the daily interoperability DevOPS best practices of integrating SERVICENOW Modules and the oversight of the REMEDIATION effort of daily operational GOALS/Targets being achieved. Resulting in Enterprise DEFECT REDUCTION, Operational Miscues, and Production Trend Analytics.
Mastercard HQ - Chicago,IL & St. Louis, MO NOV 2017 – JULY 2018
Portfolio /Program Manager Consultant
Global Enterprise Call Contact Center Implementation Engagement: Managed & Responsible: for leading across multiple External Consultancy vendors (AVAYA, VERINT, MERIDIAN) Corporate-changing Global Implementation of the initial business-to-Technology transformational / operational phase of the AVAYA-POD centric, Contact Centers, which would yield an increased future-state PORTFOLIO workflow strategic assessment of Consumer-to-Transactional efficacy for MASTERCARD.
Managed the Global / Enterprise Program-Level Cross-Vendor (AVAYA, VERINT, MERIDIAN) GCCM Solution /GOOGLE Cloud Migration-Data Lake/ Infrastructure and advised / oversaw the future Roll-Out, of the robust, Enterprise / Global Ecosystem (Technology Conversion.
Zebra Technologies HQ - Lincolnshire, IL AUG 2017 – NOV 2017
Portfolio Manager Consultant
Global Enterprise Portfolio Executive Investment / (Business & IT Services) EPMO Engagement
oImplemented and Enacted Corporate Governance: Portfolio Capability Analysis & Assessment: GLOBAL ENTERPRISE RELEASE MANAGEMENT, GLOBAL ENTERPRISE RESOURCE MANAGEMENT, GLOBAL ENTERPRISE INFRASTRUCTURE/INSTANCE ALIGNMENT, and GLOBAL ENTERPRISE ORGANIZATIONAL CHANGE MANAGEMENT.
oManaged Software Delivery Of: Strategic Enterprise Operational PORTFOLIO / PROGRAM synergies,, which included: (APPLICATIONS, INFRASTRUCTURE, SECURITY, ERP-SUPPLY CHAIN, ENGINEERING, SERVICES, SUPPLIER VISIBILITY, RETAIL WIRELESS TECHNOLOGY, and DATA CENTER), which would yield the current PORTFOLIO of 47, Large-Scale, Globally Centric Projects.
Managed the present Identification and recommendation of future, robust, ENTERPRISE / GLOBAL ECOSYSTEM (INSTANCES), to enable a Company-Wide adoption of a Quarterly Cross-Functional RELEASE & RESOURCE Management Methodology.
iQoR - Pittsburgh, PA NOV 2016 – JAN 2017
Senior Portfolio Manager Consultant
End-Client: IVR / CALL CENTER Capability Analysis & Assessment Engagement
Managed Software Delivery Management of distinct, globally distributed IVR/Contact Center’s for AT&T, T-Mobile, and MetroPCS. Each Corporate entity having multiple technical architectures / technology stacks, supporting a distinct Strategic-to-Tactical Workflows for end-consumer consumption.
ENGAGEMENT ACHIEVEMENTS:
Spearheaded and drove the Technology Infrastructure solution-to-process benchmarking within iQor, against industry standards with evaluation and recommendation of best practices, which yielded operational benefits fostering & optimizing future operations.
Cambia Health Solutions - Portland, OR APR 2016 – OCT 2016
Senior Portfolio Manager: ENTERPISE SERVICE DELIVERY: TELEPHONY/CCT (OMNI CHANNEL - Call Center Transformation) Engagement)
Managed and drove Cross-Functional alignment Enterprise Multi Portfolio disciplines: DTS (Data & Technology Solutions), Business, Operations, and external vendor management in achieving strategic delivery, from Pilot-to-Value Proposition Proposal (presented to CIO/CFO) conversion of the company’s core telephony (CCT: Call Center Transformation) initiative.
ENGAGEMENT ACHIEVEMENTS:
Behavior Organizational Change Management approach, strategic outline / overlay, and tactical implementation.
Software Delivery Management: (WFM, CRM Integration (SFDC), Screen Recording, Speech Analytics, Cloud Migration (DaaS) /OMNI-CHANNEL Customer Engagement (Telephony, Web Chat, SMS Text, Email), IVR, Social Media, SaaS: Software as a Service, CaaS: Customer as a Service, DaaS: Data as a Service.
Nike, INC (WHQ) - Beaverton, OR OCT 2015 – APR 2016
Program Manager Consultant (Software Delivery Senior Manager: KRONOS)
Global Enterprise Workforce Management Engagement: KRONOS 8 Upgrade Project (Europe, Canada, USA)
Responsible for Global strategic delivery, and conversion of the company’s core Workforce Management System. The global focus pertained to NIKE CDT STORE TOOLS current applications, understanding of Global regions (Europe/UK and Italy), Canada, and USA) mission critical HR business and operational solutions and services. The result would yield Workflow Management process improvement infrastructure for the largest athletic retail company in the world.
Served as the lead program solution delivery and management resource on the programs; managing cross-functional and cross-organizational project teams as well as working in a hands-on strategic technical advisory role as deemed necessary.
Hewlett-Packard: WHQ - Palo Alto, CA JAN 2014 – SEPT 2015
Program Management Consultant (SALESFORCE CENTRIC)
Salesforce Global Enterprise OMNI-CHANNEL, Customer Relationship Management Engagement (SFDC: Salesforce Dot.Com, SaaS, GOOGLE CLOUD MIGRATION)
Responsible for Managing, Advising Global / Enterprise-Wide implementation work streams of the Salesforce Cloud Retail Product, while partnering with IT, Business, and External vendors (LogMeIn). The main corporate thrust was to implement globally, Hewlett-Packard’s custom SALESFORCE MARKETING-TO-CLOUD product, CAREFORCE, throughout six global regions, which provided an OMNI-CHANNEL optimized customer support experience.
AFLAC - Columbus, GA NOV 2012 – NOV 2013
Program / Product Management Consultant
Exchange/Enrollment Strategy –Global Portal Enterprise Content Management System (Sitecore 7.x)
Responsible for overseeing/managing Global Enterprise (North America & Japan) multiple workstreams, while partnering with IT, Sales, and Marketing. The main corporate thrust was to implement a new Global Portal ECMS (Enterprise Content Management System: (Sitecore) product, which provided an online optimized experience for embedded 3rd party integrations (Account Specific Websites), as well as performance and security improvements in support of a more robust exchange infrastructure: AFLAC web enrollment eCommerce exchange solution (AWES). The future operational enterprise footprint will leverage content versatility within a variety of infrastructure platforms, (Windows, Apple, Android), browsers, (IE, Firefox, Safari, Chrome) and hardware (blackberry, iPhone, smart phones, tablets, desktops) against > 800 brands for enrollment/exchange business process scenarios.
Volkswagen Group of America-HQ - Herndon, VA OCT 2011 – NOV 2012
Program Manager
Global Portal Portfolio Compliancy Content Management Engagement (LIFERAY)
Accountable for creating and delivering a Global Enterprise portal governance and processes, Portal Portfolio Management, Transformation Portal Program Management, internal and external portal customer satisfaction, and Enterprise Content Management. Orchestrated and managed portal process improvements, which directly impacted eight disparate global brands, groups, and technology organizations within VWGoA. Improved the consistency and repeatability of the brands and organization enterprise content management delivery process, which impacted every global brand, numerous external partners, and internal corporate business processes.
WellPoint - Chicago IL OCT 2010 – OCT 2011
Program Manager
Responsible for strategic delivery, migration/installation and conversion of the company’s core 125+ application’s (e.g. Facets Rating Webservice, Point of Care, Blue Exchange), within the middleware/e-commerce domains.
T. ROWE PRICE - Owings Mills, MD OCT 2009 – SEPT 2010
Program Manager: Client Risk Stratification Program Engagement
Responsible for driving, managing, and maintaining business continuity/organizational change and process improvement for the collaborative investment banking constituents by implementing a comprehensive, enterprise wide, regulatory compliance authorization and information system that would leverage all investment client-facing and client-servicing systems.
CHEVRON: ITC WHQ - San Ramon, CA NOV 2007 – OCT 2009
Portfolio Manager
Responsible for driving maturity within multiple business Units/Lines of Business PMO’s with emphasis on overall governance regarding strategic Portfolio and Program Management Office capabilities.
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