Charter Communications

• Business Process and Functional Analysis & Design for Ceon provisioning and activation of Voice Over IP (VoIP) and DOCSIS-based High Speed Data services.

Comcast Communications

• Agile Coach and Scrum Master for X1 Customer Care tools group

• Product Owner for national small and medium sized business sales and order management tool

• Business Process Implementation for National Testing and Quality Assurance Labs

David’s Bridal 

• Agile Coach and Scrum Master for Information Technology

• Helped to establish quarterly roadmaps and planning across information technology

e-Acumen

• Systems integration and delivery & deployment methodology for the AcuRisk risk management system in the US and Europe.

FiServ Investment Support Services

• Product Owner for Orysp DollarUniverse Workflow Automation of 7x24, high-availability trade order and fund management systems.

MachineQ - A Comcast Company

• Served as chief of staff to CTO, introducing Agile and other Continuous Improvement methods to engineering and its teams

• Established several Agile-based PMOs to create focus, alignment and transparency

Mountain States Employers Council

• Business Process Analysis and Design for a customer-centric compensation and benefits survey process.

TD Ameritrade

• Product Owner for Fund Account Level Reconciliation and following Agile/Scrum development project

Telesat Canada

• Business Process and Functional Analysis & Design of a complete OSS/BSS for DOCSIS over satellite and DVB-RCS systems.

ViaSat

• Business Process and Functional Analysis & Design for a Device Provisioning and Management System using DOCSIS over satellite.

WildBlue Communications

• OSS/BSS solution analysis & design and presentation of alternatives to prospective investors including Liberty Media and NRTC.

EXAMPLES OF MY VALUE

Results I accomplished at several clients:

• Developed Engineering and Enterprise light-weight agile Program Management Offices to focus on doing the right projects at the right time to provide focus, alignment and transparency where none had existed before leading to a delivery rate of greater than 90% quarter over quarter; increased releases from 2-3 times a year to 17 times; helped reduce outages from 8 in 2020 to 0 in 2021/2022 with >99.85 reliability on the platform.

• At a telecom/cable company, I coached on Agile Transformation and helped reduce “ideation to delivery” from 3 months to 6 weeks with commitment reliability greater than 90%, increased code quality from 60% to over 85% by coaching the value of self-organized teams and servant-focused leaders and support.

• At a start-up software company, I helped develop a professional services organization based upon Agile principles that the was able to reduce time-to-delivery on its core software application from over a year to about 90 days

• At a Big Data software company, as Scrum Master and Scrum Coach, I created a stable, reliable and predictable foundation for scrum with two scrum teams where velocity increased by 15-20% over 6 months

• At an investment support company, as Scrum Product Owner, I aligned goals and processes and funneled them into user stories and a backlog that allowed the company and Agile teams to achieve customer mandated transparency within 6 months, several months ahead of the mandate

• At a financial support services firm, I discovered nearly 6 hours of workflow savings every day that reduced risk exposure to SLA violations by several million dollars and improved customer account reconciliation

• At a human resources support organization, I facilitated workshops with members and employees that reduced the age of survey data from 6 months to 1 month making the data more current; prevented the organization from purchasing a COTS application that would not have served the its needs, saving them, potentially, hundred of thousands of dollars

Telecommunications Industry

• 1. • Developed agile-based Engineering and Enterprise Program and Portfolio Management that provided focus, alignment and transparency that had not existed before and lead to completing 90% of rank order prioritized products over 1 year since inception

     • Instituted several Agile PMOs (focusing on Portfolio management) to make sure the right initiatives were done at the right time according to the company’s strategic goals and key objectives

     • Established Agile/Scrum practices to give teams control over what they negotiate and how they accomplish their work leading to consistent sprints and greater than 80% commitment reliability over 1 year while delivering valuable features that exceeded customer expectations

     • Lead 4 scrum teams producing software to support various products and operations teams – increased performance/velocity by 60%, commitment reliability from less than 50% to around 90% and code coverage from less than 60% to greater than 85% - served as group’s agile coach

     • Performed study on wireless gateway call in rates for several markets following over 100 accounts for over a month to determine what’s driving higher call in rates and to determine how to reduce them at a major cable company

     • Facilitated department vision for process, business use cases and system use cases for a major cable company

     • Guided trial of an Agile based approach to functional and technical analysis and design for cross-ordering products and services between Lines of Business leading to tightest coupling of functional and technical designs for the commercial development teams

     • Streamlined product & backlog ownership and release planning & management processes into a single, agile and scrum-based backlog management process across multiple applications – allowing executives to focus on longer term strategic visions rather than shorter term tactical management of application development

     • Implemented UML-based analysis and design for business and systems requirements along with user stories to support agile/scrum development

     • Implemented work process to support a national testing and quality assurance organization for a major cable company 

     • Developed business processes and requirements for fulfillment, assurance and billing for major Canadian satellite communications company

     • Assisted major Canadian satellite communications company in the selection of operations support systems (OSS)

     • Established best practices in functional architecture and process improvement for supporting new Voice over IP (VoIP) products and services as well as mobile device and IVR on-site solutions delivery for a major cable company

Financial Services Industry

• Developed new process to handle fund level account reconciliation for investment trading company

• Built up product backlog and served as product owner to support development of fund level account reconciliation application

• Performed Current State Business Process Analysis for the daily processing of trading transactions for investment support services company

• Discovered redundant and outmoded processes saving the investment support service company nearly 7 hours a day in transaction processing and avoiding several millions of dollars per day in potential risk

• Provided functional architecture, analysis and design to automate (using Orsyp’s DollarUniverse system) over 100 daily manual processes to various trading, pricing, dividend, accounting and portfolio systems for investment support services company 

Chain Retail Industry

• Developed Agile Steering Committee and strategies to improve agility

• Lead several agile teams responsible for enterprise systems and e-commerce

• Coached Scrum Masters, Product Owners and Developers in Scrum

Human Resource Management Industry

• Facilitated customer sessions for a Colorado employer council’s statewide compensation and benefits survey program to determine what customer expect from the program as both participants in the council’s yearly surveys and as users of the survey data

• Performed Current State and Future State Business Process Analysis and Design for council’s statewide survey program - helping to make survey data more current

• Developed business requirements for a new survey system for the employers council that will allow the council to meet customer expectations

Utilities Industry

• Performed Continuous Improvement for Utility software company’s product implementation processes

• Reduced time to delivery by 30% by introducing new CMM compliant, process and template based professional services methods and procedures for energy industry software company

Software Industry

• Provided product ownership, user story and use case creation and backlog management for a self-service account portal for a cloud based, e-marketing software company

• Transformed $3 million “Big Data” search & recommendations (S&R) program around agile and scrum methods 

• Improved velocity of scrum teams by 20-30% to help return the S&R program to a manageable delivery schedule

• Established processes and agreements to help protect the two teams and their backlog work from interruption and risk from outside sources

• Provided agile coaching to scrum teams, product owners and program management leaders

• Performed Continuous Improvement of accounts payable and expense reporting processes at an international software company

• Reduced time to prepare payment by nearly 20% and prepared for automated A/P and expense reporting tools

Travel Industry

• Performed Current State and Future State Business Process Analysis and Design for national travel company looking to improve the delivery of online leisure travel services to customers

• Developed business requirements for a new interactive, customer-goal based system to allow customers to plan, book and fulfill travel based upon a travel experience rather than by specific product

Music Publication Industry

• Performed Current State and Future State Business Process Analysis and Design for music production company looking to improve the management of leads, sales and existing accounts using the company’s vast music production library

CERTIFICATIONS AND MEMBERSHIPS

• Agile Certified Scrum Master

• Agile/Scrum Certified Product Owner

• Large Scale Scrum (LeSS) Certified

• Member, Agile Alliance

• Lean Enterprise Institute Leadership Workshops, 12/2012 – Doing the Right Things & Problem Solving to align Purpose, Process and People

EDUCATION

Gonzaga University

Juris Doctor (Law Degree)

Spokane, WA, 1995

Thunderbird School of Global Management

Master of International Management

Glendale, AZ, 1987

Drake University

Bachelor of Arts in Journalism & 

Bachelor of Arts in English

Des Moines, IA, 1986

LANGUAGES

English fluent

Spanish highly proficient