WORK HISTORY

Work experience

PRODUCT / PROJECT / PROGRAM MANAGEMENT (2008-PRESENT)

ServiceNow, Santa Clara, CA
May 2022 - Present

Implemented Portfolio Management process with Resources and Tools for quickly onboarding Product Managers and ensuring seamless Intake through execution of Digital Partner Transformation Team Strategic Roadmap. Advocated for agility by promoting agile methodologies within the team to ensure adaptability, swift iteration, and responsiveness in our product development procedures. Guided a dynamic team in establishing and improving processes to enhance capacity for delivering top-tier digital experiences and products. Drove operational efficiency by deploying and tracking key performance indicators to assess operational efficiency, promote continual enhancement, and ensure compliance with agile methodologies. Collaborated with stakeholders by engaging closely with interdisciplinary teams and stakeholders to harmonize product management operations with overarching business objectives, facilitating seamless integration and shared success. Established short and long-term operational goals to overcome impediments to new initiatives. Coordinated activities across teams to solve issues and optimize productivity.

ServiceNow, Santa Clara, CA
Oct 2020 - May 2022

Cross-Company Planning & Alignment: Facilitate process of gaining shared vision and developing work plans by partnering with stakeholders across business units and functional groups. Guide teams through structured and principled approaches to solving problems. Surface tradeoffs and make recommendations. Drive discussions with technical experts, understand the approach and decisions and then communicate it to stakeholders with clarity. Facilitate problem solving for technology risks/issues and drive mitigation, communication (up, down, and out) and resolution. Understand the long term technical strategy of the business unit and identify misalignment at the program level. Manage the program operating rhythm and milestones, ensuring that stakeholders are working towards common outcomes and clear timelines. Work with teams to craft content and frame ideas to generate the right level of discussion for different forums and audiences of different levels, including senior executives. Tracking & Accountability: Establish and maintain process and tooling to drive transparency / accountability and rigor in execution. Maintain key work plans and action items. Risks, Issues & Dependencies: Proactively identify and manage key risks, issues, and dependencies. Ensure that stakeholders who need to collaborate are connected. Escalate as needed to facilitate removal of roadblocks. Thought Partnership & Business Analysis: Collaborate with business leaders to help recommend solutions and corresponding action plans for the business problems their workstreams are solving. Provide quantitative and qualitative analytical support to support recommendations and identify new areas of opportunity.

Wells Fargo, San Francisco, CA
Apr 2019 - Oct 2020

Strategy and Planning (Portfolio Management) of Wholesale Banking Profitability and Relationship Pricing systems. Working closely with all Stakeholders (Executive level, Product Managers, Project Managers, Product Owners, Partners) developed workflow systems in the adoption of more agile practices and processes, developing training and JIRA Dashboards, Reports, Structures, Filters, Boards and Prioritizations tools to facilitate easeful assessment of pipeline, velocity, capacity and planning activities. Reporting to both upper Management and team members for the sake of streamlined communication across the board. Identified potential risks and issues in product management. Agile/Waterfall change management process bringing Team over from a hybrid of methodologies based on specific requirements of each Project and Vendor management/integration using JIRA, MS Project, Sharepoint, Teams and other tools to purer Agile Cadence. Mapping to overarching Wells Fargo regulatory requirements via process re-engineering of multiple matrixed and vertical teams working together.

AssetMark, Concord CA
Nov 2018 - Apr 2019

As part of PMO, liaison between the Line of Business and Technology. Managed Stable Team (including Product Manager, Product Owner, Dev, QA) in Agile environment, guide daily Scrums, management of all Agile Events. Built the Product Roadmap based on MVP. Negotiated communications between various stakeholders, project contacts and implementation staff. Collaborated with technology managers and C-level execs through delivery. Release Management, including integration, quality assurance UAT Testing and Implementation Planning. Validate project financials, weekly burn-downs, status reports, Risk and Issue Management. Agile/Waterfall hybrid of methodologies based on specific requirements of each Project and Vendor management/integration using JIRA, MS Project, Sharepoint, Teams and other tools.

Wells Fargo, San Francisco Bay Area CA
Nov 2016 - Nov 2018

As part of Wealth Management PMO, managed all communications between Business and Technology. Managed Project funding, budgeting, Business Case, MVP, BRD, Story Doc reviews and sign-off through to technology engagement. Drive communication for stakeholders, project contacts and implementation staff. Collaborate with technology managers through delivery. Release Management, including integration, quality assurance UAT Testing and Implementation Planning. Validate project financials, weekly burn-downs, status reports, Risk and Issue Management. 12 Projects managed successfully in total, spanning multiple lines of business. EPMO trained, and Projects fully transitioned to new Enterprise Project Management Organizational process. Identified potential risks in Product Management. Agile/Waterfall or hybrid of methodologies based on specific requirements of each Project JIRA, MS Project, Sharepoint and other tools.

Kovarus, San Francisco Bay Area CA
June 2015 - June 2016

As part of PMO, liaison between client and internal delivery teams to safeguard the corporate relationships and maintain continuous positive customer experiences. Supervise end to end project execution while managing changing requirements, deadlines and issue resolution utilizing PMI methodologies. Identify resource needs and assign individual tasks/deliverables. Drive communication for stakeholders, project contacts and implementation staff. Collaborate with OR Manage engineering staff ensuring project deliverables are complete. Validate project financials ensuring overall budget is maintained, customer billing is accurate, and vendor invoices reconciled. 20+ Projects managed successfully in total, with Clients distributed throughout the SF Bay Area. Agile/Waterfall methodologies based on type of Projects.

Bare Escentuals Makeup, San Francisco CA
April 2014 - May 2015

As part of PMO, managed a dozen Projects, managing full project lifecycle: schedule, client communications, risks, budget, tasks, resources and project documentation using cloud-based systems. Reported directly to head of PMO as Project Manager for 5 different Projects. Projects included a Sterling OMS implementation for UK and France, a Global Mobile development Project (Omni-Channel), an Enterprise-wide Network migration, and a Tag management implementation. Oversaw reviews of all content development. Drove project execution (managed resources, tracked progress, identified and resolve issues). Documented and escalated risks. Generated and communicated project-level status reports to PMO Manager. Created and reviewed client account metrics and project reports, evaluated successes and identified areas for improvement. Supported Future State team on internal tools, ways of working and help improve efficiencies. Agile methodology.

UC Berkeley, Berkeley CA
Oct 2013 - April 2014

Product Manager of Visitor Center Services Product re-design. Provided feedback on product ideas. Described the requirements in details. Contributed new features to the product development. Approved or disapprove product features. Influenced decision making and timeline. Provided necessary resources for product development. Understood customer experience, developed vision (including MVP), prioritize processes and activities. Developed product pricing and positioning strategies. Negotiated with stakeholders. Arranged product demos, testing groups. Drove product launch. Participated in the promotion plan development. Built and maintained product awareness on all levels among product teams

Apple Inc, Cupertino CA
Jul 2013 - Sep 2013

Product Manager of Storefront Operation Business Process Re-engineering division at Apple. Provided feedback on product ideas. Described the requirements in details. Contributed new features to the product development. helped to define new business processes for handling expanded functional requirements in their SFO Workflow Application, including mobile platform development (Omni-Channel). Developed wireframes, keynote presentations to present to key stakeholders and met to review and discuss requirements. Managed communications with co-located cross-functional Business Process Managers Approved or disapprove product features. Influenced decision making and timeline. Provided necessary resources for product development. Understood customer experience, developed vision (including MVP), prioritize processes and activities. Developed product pricing and positioning strategies. Negotiated with stakeholders. Arranged product demos, testing groups. Drove product launch. Participated in the promotion plan development. Built and maintained product awareness on all levels among product teams. Agile methodology.

UBM Tech, San Francisco CA
Jun 2011 - Jan 2013

Project Manager of TechOnline Library (www.techonline.com) and re-launch of Embedded.com (Omni-Channel) using Agile/Scrum methodology. Provided feedback on product ideas. Described the requirements in details. Contributed new features to the product development. Approved or disapprove product features. Influenced decision making and timeline. Provided necessary resources for product development. Understood customer experience, developed vision (including MVP), prioritize processes and activities. Developed product pricing and positioning strategies. Negotiated with stakeholders. Arranged product demos, testing groups. Drove product launch. Participated in the promotion plan development. Built and maintained product awareness on all levels among product teams.

Bank of the West, San Francisco CA
Dec 2011 - Feb 2012

As part of , managed a project requiring the backwards re-engineering of business process descriptions based on code and the translation of this into Business friendly documentation. Produced visual data diagrams and workflows to illustrate ETL processes that were otherwise indecipherable to the Business. Project was mandated as part of conformance to Frank Dodd ACT.

University of CA (Office of the President), Oakland CA
Sept 2010 - Jun 2011

Product Manager of web based (EIAOnline) version of decade old CITRIX based Endowment Investment & Accounting System via meetings with Users and developers in JAD sessions using methodology. Provided feedback on product ideas. Described the requirements in details. Contributed new features to the product development. Approved or disapprove product features. Influenced decision making and timeline. Provided necessary resources for product development. Understood customer experience, developed vision (including MVP), prioritize processes and activities. Developed product pricing and positioning strategies. Negotiated with stakeholders. Arranged product demos, testing groups. Drove product launch. Participated in the promotion plan development. Built and maintained product awareness on all levels among product teams

Plan Elements, Berkeley, CA
Jan 2010 - Sep 2010

Managed full project lifecycle: schedule, client communications, risks, budget, tasks, resources and project documentation using cloud-based systems for Event Management Company. Managed workflow and content management of work products for Event Management Company. Oversaw project components: change management, business process, training and content development Agile methodology.

Barclay's Global Investors, San Francisco CA
Jul 2008- Sep 2010

As part of , contributed to upgrade of iShares as a Senior BSA. Produced ETL documentation, data mapping and other data requirements documents. Coordinated meetings with Stakeholders and developers globally. Managed team in eliciting new Business Requirements for Product Knowledge Base (PKB), a new Intranet-based platform designed to allow Product Managers to view and compare via common interface all iShares (Barclays) ETP and ETF products to comparable competitor products. products. Coordinated meetings with Stakeholders and developers globally.

BUSINESS SYSTEMS ANALYSIS (2000-2008)

Delta Dental Insurance, San Francisco CA
Jan 2008 - Jun 2008

Responsible for eliciting Business Requirements and defining Reporting Requirements for Adjustments & Recovery, MTA QA, Claims to Resolution, Contact to Resolution areas of business.
Workflow Processes were defined using Business Process Management Notation, developing diagrams in Visio using BPMN v.5.

Lawrence Berkeley National Lab, Berkeley CA
Feb 2007 - Nov 2007

Responsible for developing Business Requirements for ‘RADAR’ (radiological materials management system) and overseeing Service Level Agreements with external vendor and service providers.
Developed User Requirements, System Requirements, Business & System Process Models, Wire-Frames, Use Cases, ERD, Data Mapping documents based on User Requirements gathering sessions.
Worked closely with technical team and end users to facilitate Design/Architecture discussions and produced wireframe mock-ups in Visio.
Reverse engineered new database design single handedly. Data Flow diagrams produced for joint design sessions.
Used SQL to access database extensively for analysis in developing new ERD. New RADAR system developed using Microsoft .NET technologies.
Mentored LBNL Employees on RUP Methodology and important artifacts to capture as part of Requirements Gathering and Design process. Produced Requirements Artifact Templates following RUP Methodology for future use by LBNL Business Analysts and Developers.

Wells Fargo , Concord CA
Jul 2005 - Jan 2007

Responsible for developing Business Reporting Requirements for 80+ reports across 5 departments.
CCM Source reporting platform being retired so new reports developed in Business Objects and Aimcall were required to fulfill CCM reporting requirements.
Used PL-SQL for data analysis purposes against old database.
Developed Business Objective, Business Scope, Project Plan, Business Requirements for each report, Business Report Test Case documents.

Charles Schwab, San Francisco CA
Jan 2005 - Jun 2005

For iSchwab Datawarehouse Department, responsible for tracing/analysis of Sarbanes Oxley Financial Reporting Disclosures to their data source.
2000+ Financial Data points were sourced and for those with data originating from the iSchwab Datawarehouse Environment, responsible for documenting Table/Field level information and producing a migration plan for Internal Audit of when data is to be moved to new IDW DataWarehouse environment.
Extensive SQL queries written for data analysis purposes. Documentation produced using Case Wise.

San Francisco Chronicle, San Francisco CA
Nov 2004 - Feb 2005

Produced Reporting Requirements using Rational Rose.
Responsible for documenting and translating user specifications into technical specifications and for the development and design of tables in ORACLE to support requirements.
Using Toad, designed and developed summary and aggregate Data-Warehousing tables using SQL to support reporting needs.
Also wrote stored procedures in SQL to populate tables nightly and designed and developed reports using Crystal Reports to meet user defined requirements.

Wells Fargo, San Francisco CA
Oct 2002 - Oct 2004

For Private Client Services division, assisted in the development of a Customer Management System.
Responsible for identifying and fully defining Requirements for a PCS Customer Data Warehouse.
Developed Process Models, Data-flow diagrams, Use Case scenarios and data mapping documents to complete ETL definition process.
Working closely with business proponents, stakeholders, data architect and other developers to fully define data sources, data transformations and extract criteria that meet business requirements.
Using a combination of query tools in Oracle and Teradata using SQL to query the databases.
Excel, Visio, ER Studio, MS Project and MS Word also used and responsible for documentation of all findings in the form of diagrams, mapping definitions, models, reporting requirements and use case scenarios. Front-end (intranet) and middle tier modules developed in VB.Net and ASP.Net.

Orrick, Herrington & Sutcliffe, San Francisco CA
Aug 2001 - Jul 2002

Liaison to Information Technology department, responsible for defining Business Requirements and Objectives and translating that into Technical Requirements.
Managed requirements according to UML guidelines and produced all documentation for assisting development of project through entire life-cycle.
Involved directly with users to understand General Ledger and Accounting processes, and with departmental IT groups to obtain technical background of systems being consolidated and migrated.
Authored plan and UML processes for migrating 18 disparate databases of General Ledger, AP/AC, and HR systems and their corresponding client components to a single platform. Migration also involved scheduling and planning for redundancy to eliminate any downtime while systems were physically being migrated to a remote location.
Responsible for defining and implementing security standards for all systems, dealing with Vendors, coordinating and managing technical implementation of business requirements, change management and for documenting and communicating complete life-cycle of all projects to relevant team-members. For development of new integrated system, Visual Studio.Net was used on the front-end, MS SQL Server 2000 on the back end. SQL used for data analysis purposes.

Pfizer, New York, NY
Dec 2000 - Jul 2001

Business Analyst for project entailing data migration from Oracle to SQL Server 2000.
Peoplesoft transactional data needed to be aggregated and summarized for data-warehousing purposes.
Responsibilities included gathering requirements from users for the development of HR, General Ledger and Accounting/Payroll reports (driving datawarehouse design requirements), developing plan for entire life-cycle of project, including use cases, process diagrams, database diagrams, and coordinating/communicating change management through the entire life-cycle of project to relevant departments (both business and technical).
Developed reports using Crystal Reports and SQL for developing queries directly in SQL Server. Rational Rose used to document project life-cycle.

Wells Fargo, San Francisco CA
Feb 2000 - Dec 2000

Business Analyst for project entailing data migration from Oracle to SQL Server 2000.
Peoplesoft transactional data needed to be aggregated and summarized for data-warehousing purposes.
Responsibilities included gathering requirements from users for the development of HR, General Ledger and Accounting/Payroll reports (driving datawarehouse design requirements), developing plan for entire life-cycle of project, including use cases, process diagrams, database diagrams, and coordinating/communicating change management through the entire life-cycle of project to relevant departments (both business and technical).
Developed reports using Crystal Reports and SQL for developing queries directly in SQL Server. Rational Rose used to document project life-cycle.

Charles Schwab, San Francisco CA
Sept 1999 - Jan 2000

Performed Business Analysis for developing user requirements and full-life cycle methodology for Intranet/Internet Schwab AdvisorSource, a web-based reporting portal for Marketing reps and Branches in the Retail Department.
Rational Rose used for developing and completing all web-based milestones including detailed process and component modeling of business requirements and system architecture.
Responsible for the technical analysis of Reporting module which consisted of the redesign of tables and stored procedures using SQL and developing new reports in SQL to meet business specifications as identified in the Requirements Analysis Phase.

TECHNICAL DEVELOPMENT / DESIGN / ARCHITECTURE (1994-1999)

Alliance Capital, Secaucus NJ
May 1999 - Sept 1999

Responsible for managing Research and Development lab for Sales and Marketing MIS department. Designed and managed entire life-cycle of Lab implementation including setting up Development, Staging and Production servers.
Documentation created using Rational Rose. Technical responsibilities included hands on configuring of machines, setup and testing new applications, testing performance, load balancing, and memory usage. Scripts written in WinRunner, and reports and performance charts generated using LoadRunner. SQL used for data analysis purposes.
Involved in the re-architecture and design of corporate Funds intranet application using ASP, HTML, and ADO/COM going against Sybase database. Business Analysis responsibilities involved meeting with users and developers to come up with methodology for re-design and development. Documentation created using Rational Rose according to UML guidelines.
Responsible for successful management of Requirements through entire life-cycle of project and assisting implementation of a new object oriented web-based corporate Funds intranet system. SQL used for data analysis purposes.

Duracell, Bethel CT
Apr 1998 - May 1999

Lead client-server analyst and engineer in the architecture, design, and deployment phases of applications for HR/Payroll Departments.
Responsible for leading UML analysis, including specifying, visualizing, constructing, and documenting hr and payroll systems, including their structure and design, in a way that meets all of UML requirements for migration of various applications from a 16-bit environment to a 32-bit object oriented environment.
Methodology managed and documented using Rational Rose. Performed, analysis design and development of database and application requirements for migrating disparate General Ledger, Payroll, AC/AP legacy systems and processes to single client/server system, which involved replication of data from PeopleSoft/Oracle transactional database to a DataWarehousing SQL Server environment.
Data-modeling and database programming done in Erwin, SQL Server 6.5 using SQL and windows programming in Visual Basic using MS COM and ADO.
Responsible for management of requirements through entire lifecycle, documenting changes, obtaining user approval and validating all technical proposals with a POC.
Performed training for end users in new Client Server application and training for existing Duracell Employees in Client Server Development Methodology (SDLC).

The Gartner Group, Stamford CT
Jun 1997 - Apr 1998

Spearheaded design and development of object-to-relational database model for classes used in the implementation of a Java based WWW application. Graphical user interface designed and built using Sun’s JFC, local data management classes designed using ObjectSpace’s JGL and native JDK version 1.1.5. Security and password encryption handled using Sun’s JRE classes and database connectivity using ODBC: JDBC bridge for Informix.
Functionality included dynamic Image generation; file I/O for serialization/de-serialization of persistently stored objects, and general data manipulation, update and retrieval operations. Crystal Reports developed against Access database using SQL.
Designed and implemented several modules for Gartner’s Document Publishing System. Responsibilities included systems analysis, functional design and specifications, cost/benefit analysis with users, and implementation of system.
Simultaneous attendance to Java Course on the weekends included implementation of several projects entailing Order Entry, Product Catalog and Customer Fulfillment modules, Internet Applets demonstrating the successful implementation of sockets, and other networking utilities. SQL used for data analysis purposes against Oracle.

IBM, Southbury CT
Nov 1996 - Jun 1997

Responsible for the design and implementation of administrator component of an Information Warehousing system reporting from a DB2/2 database. Administrative functionality allowed manipulation of reporting selection criteria, and properties of Business Areas, Reports using Crystal Reports, Users, and Distribution Lists at a meta-data level.
Primary responsibilities included database design using SQL and system architecture for new application objects and corresponding front-end modules, coding, performance testing, user test plan design and documentation.

The Gartner Group, Stamford CT
Jan 1996 - Oct 1996

Demonstrated and assisted in the implementation of expert-enabled client-server methodology and project management tool for Fortune 500 companies and major Government and Military organizations.
Software designed to assist them in the configuration, networking, and middleware architectural design of their systems, and automates project planning, tracking and documentation of the full project development life-cycle.
Responsible for the design and implementation of a DSS for technology analysts. Systems analysis work involved reengineering major business processing modules, designing and implementing a more efficient GUI, and automating numerous data-feeds for the multi-dimensional analysis of client profiles selected dynamically by the user. SQL used for data analysis purposes.

Goldman Sachs, New York NY
Jan 1994 - Dec 1995

Responsible for the design and management of document processing system for Bankers. Development and project management responsibilities included systems analysis, coordinating joint planning and design sessions, and coding system in visual Basic and Excel.
Jointly involved in the enhancement of an enterprise-wide Feedback Database System for tracking user complaints. Extensive interaction with system administrators, DBAs, upper management and users. SQL used for data analysis purposes.

Education

Pace University - Pleasantville, NY
1995-1999

B.S. Professional Computer Studies

Columbia University - New York, NY
1995-1996

Certificate Computer Technology Applications Development