Areas of Responsibility - Job Description: 

I.T. Release Manager duties include putting together the short interval schedule for any I.T. strategic deployments.

Release Planner: Work with PM's to plan and commit to deployment schedule. Ensure timely delivery of projects.

Areas of Expertise - Employment History: 

T-Mobile USA, Bellevue, WA (July 2006-Present) Release Manager & T-Mobile.com and MyTMO Release Planner
. Coordinating with Project Managers to utilize estimates in scheduling process
. Coordinating with configuration, testing and development teams for status and scheduling
. Scheduling projects and/or enhancements into releases
. Maintaining detailed and high level schedules
. Providing enterprise planning information to all constituents
. Developing additional data that is critical for effective scheduling and working with data owners to gather and make available
. Working closely with departments who consume the data to ensure their objectives can be met
. Communicating with appropriate cross functional groups
. Tracking release content and status
. Creating Short Interval Schedules (SIS)
. Coordinating support resources for deployments
. Facilitating issue resolution

Cingular Wireless, Redmond, WA (April 2005-June 2006) Credit & Activations Project Manager
. Representation of Credit & Activations from initiation of a project through launch and operational transition management of resources from all areas of customer service.
. Provide IT Analyst information and feedback regarding Customer Care and Enterprise policy and procedures to enable future improvements to the system and decrease average handle time and increase representative productivity.
. Build and maintain representative project plans, scope, milestones, distribute agendas, document action items, distribute notes, and keep appropriate status tracking tools up to date.
. Host conference calls to: provide updates to team members, obtain status reports, review the progress of functional areas, identify and resolve potential issues, and build team alignment.
. Requirement gathering and business case development
. Creation or modification of policies and procedures to encourage consistent treatment of non-automated activities.
. Development of training materials, and scripts, as well as the delivery of such items.
. User Acceptance Testing, System Integration Testing, and Operational Readiness Testing
. Pro-actively identify issues, develop alternatives, and negotiate solutions while balancing the needs of specific functional areas against the needs of the entire organization.
. Identify and advocate system enhancements to support the automation of processes and the evolution of the product / offer.

Cingular Wireless/AT&T Wireless, Redmond, WA (Feb 2004-April 2005) Data Steward Project Specialist/Business Analyst II
. Review and propose approval recommendation for Data Element Updates/Additions.
. Review and propose approval recommendation for Access Control Requests.
. Participate in data quality and data scrub efforts and provide updates.
. Lead Sarbanes-Oxley User Access Control Audit for all of NAS and DSG Call Centers.
. Provide communication and feedback regarding Customer Care and NAS policy and procedures to enable future improvements to the system and decrease average handle time and increase representative productivity.
. Responsible for the development, execution, and follow-through on large, simultaneous projects across multiple departments (Analyst Review Optimization, Split Liability, Late Fees, Tax on top and CDF releases).
. Work with cross-functional teams within I.T., Enterprise Services, and Customer Services to resolve escalation issues involving such issues Account Hierarchy and Billing Account Type (Billing Late Fee) OOS and other backend related issues that may involve increase calls to our Call Centers or result in negative customer experience.
. Support release management activities with Sell & Activate process from initiation of release to hand-off to support stakeholders (Blue to Orange Migration Tool, Red Hat Support, M&P Communication, Training and Blue Hat Support)

AT&T Wireless, Bothell, WA (June 2003-January 2004) Siebel Sustainment Lead/Management Training Program
. Subject matter expert on system flow and lead contact for tier 4 support.
. Train, direct, motivate and appraise performance of Customer Care Representatives.
. Act as a leader to achieve goals and become actively involved as required to meet schedules and resolve problems.
. Analyze and resolve CC team/individual related problems.
. Observe Representative's performance by listening to calls on a regular basis. Document call monitoring sessions, scoring call quality and expected Representative behavior.
. Provide immediate feedback to Representatives to improve knowledge, efficiency, and effectiveness. Design action plans to improve team performance in designated areas of opportunity.
. Coach Representative on career options. Facilitate team meetings and huddles.
. Develop incentive program enhancements and implement continuous improvement solutions.

AT&T Wireless, Bothell, WA (November 2002- May 2003) Sustainment Analyst & Rep III
. System Analyst resolving Siebel errors tickets and using Remedy system to track and document resolution
. Lead point of contact for SMS and Numeritrack provisioning for Siebel Error team, Technical Support Desk, Split 18, Resolution Desk and WERC.
. Provide coaching to other Siebel System Analyst to resolution to resolving Siebel errors.
. Work with ticket master on providing weekly status report on pending and resolved tickets to management.
. Access, input and retrieve information from computers, demonstrating proficiency in the use of all information systems and applications available to service the customer (Remedy, AXYS, CBIS, WebAxe, Vitria, Siebel, ATYLS, EMT, NUT, InfoFlo, Unix, SMS, Microsoft Query, Businessware and other AWS wireless tools).
. Provide quality service and support in a variety of areas including: billing, equipment, roaming, features, wireless coverage and system troubleshooting, TDMA Voice and Data and GSM/GPRS services.

Education - Personal History: 

Bachelor of Arts in Business Administration
Seattle University, Seattle WA
Date of Graduation: December 2000
Major: Marketing

When and Where do you hold meetings with students? 

Weeknights or Weekends can be onsite at T-Mobile or at Seattle Univ

Any special requirements for students for the first meeting? 

Students must have resume and five year career goals

New Mentor Fall 2007
Will mentor undergraduate students