PROFESSIONAL SUMMARY

I empower others to do their best work! I am a Fintech Product Manager with over 15 years of IT experience, specializing in driving technology adoption and Agile project management. Proven track record of swiftly acquiring new skills and bridging the gap between business and technical teams. Skilled in articulating complex ideas and communicating effectively with executive leadership. Adept at prioritizing tasks in dynamic environments and achieving significant financial outcomes through innovative solutions while empowering others to do their best work. Notably developed solution resulting in 50% expense savings department wide!

PROFESSIONAL/TECHNICAL SKILLS 

Certifications -  Microsoft Certified Azure AI Fundamentals, Scrum Product Owner Certified, Scrum Fundamentals Certified (SFC), Microsoft Certified: Security Compliance and Identity Fundamentals.  Microsoft Certified Azure Fundamentals 

Software - Microsoft Office 365, Microsoft Project, Microsoft Visio, Microsoft Teams,  SharePoint, Aha! CRM, Yammer, Slack, Zoom, WebEx, GoToMeeting, Google Workspace, Social Media including LinkedIn, Facebook, Instagram, Messenger, TikTok and Twitter (X)

SIGNIFICANT ACCOMPLISHMENTS 

• Managed the beta migration of legacy browser backbone to the new solution, effectively managing three prerequisite projects while ensuring successful completion of overall beta migration. This initiative affects all clients and all core product offerings 

• Managed the implementation of digital suite of banking tools powered by the Google Cloud Platform (GCP)

• 2023 Innovation Challenge finalist and team captain

• Oversaw the implementation of subscription based SaaS suite of products which lead to increased revenue of over $50,000 within the first few weeks of release.  

• Conducted innovative social media campaign during client conference which garnered over 4K impressions and led to a 5% increase in company’s social media following 

• Led effort to overhaul existing Technology Training process. Worked with cross functional teams including, Technology, HR, and  Learning Development to streamline existing processes.  Modernized documentation and training delivery.  Improved implementation timeline as well as reduced travel expenses

• Implemented remote hotswap process - producing a 50% savings in onsite travel expenses 

• Analyzed call center metrics daily, weekly, and monthly.  Led initiative to improve staff utilization.  Findings resulted in a 32% increase in staff optimization, 1.0 increase in satisfaction scores, and a 1.5 decrease in necessary Full time equivalent (FTE) units

AREAS OF EXPERTISE

• Identifying opportunities to create innovative change

• Pioneered the use of AI for day-to-day tasks within my department

• Stakeholder management

• Able to break down complex problems into bite sized steps

• Excellent listening skills

• Excellent written and verbal communication skills

• Influential product evangelism

• Continuous learning 

• Creating cost saving, innovative solutions

EDUCATION

Masters Degree in Information Systems Management, University of Phoenix, Southfield Michigan 

Bachelor of Science in Information Technology, University of Phoenix, Southfield Michigan 

SELECTED PROFESSIONAL ACHIEVEMENTS

Member Driven Technologies

Product Manager January 2022 - Present

Supervised the planning and implementation of BI suite of products. Led collaborative effort with Data Analytics team to create processes, Marketing and Communications Team for marketing campaign, and Finance Team for pricing the Advanced Reporting Tools for Credit Unions offering.  Results:  Created a brand new revenue stream for the company while freeing up time for partners.  The hosted solutions released credit unions from the responsibility of server maintenance and provided clients with the opportunity to view the full spectrum of their lending portfolio.   

IT Training Specialist May 2016 - January 2022

Administer introduction of newly converting credit unions to the Member Driven Technologies offering of core platform systems.  Perform quality assurance prior to training and work with decision makers, identifying areas where products may be improved to properly align with credit union business requirements.  Results:  Necessary changes are communicated to Implementation Analysts prior to Application Test Week (ATW) where sign off on all systems is received from the credit union.  Additionally, the credit union is able to navigate systems with ease and view/test requested changes prior to sign off.  

Plante Moran

Network Subject Matter Expert     March 2008 - May 2016

Led campaign to improve call center first contact resolution.  Researched tickets being opened at Technology Services Desk and escalated to Systems Operation Team.  Identified trends.   Reported findings to all levels of management and worked with cross functional teams to develop improved processes for helpdesk employees as well as end users. Results:  Improved first level incident resolution by 36%. 

Regional Onsite Support Specialist  

Network Operation Center Coordinator   January 2006 - May 2016

Managed onsite technology support for five of the ten Michigan offices.  Coordinated with office managers to enhance knowledge and awareness of new and existing technology initiatives.   Worked with practice staff to identify software and/or hardware improvements to increase performance and efficiency.  Developed training manual and documentation for the addition of Plante Moran’s Mumbai India Technology Services office.  Coordinated with cross functional teams to ensure that existing processes were adjusted to meet international needs.   Investigated international technology issues and ensured that staff had the necessary access to perform their duties.  Results:  Revolutionized onsite support processes as well as vastly improved relationships between practice staff and Technology Services Team.  Created template for international technology services procedures and employees.