Summary
Seeking a people management position allowing me to demonstrate my strongest skills: leading, developing, coaching, and motivating teams to succeed. Over 20 years of experience in all phases of the software development lifecycle, including 11 years at IBM and 10.5 years at Sun Microsystems. As a supervisor, repeatedly received the prestigious, highest ranking performance ratings at Sun Microsystems, only earned by the top 10% of employees. Held management positions in software development, quality assurance, and customer operations, managing diverse workgroups from various geographies and cultures.
Skills and Interests
People Management, Software Development Lifecycle, Customer Service, Project Management, Oral and Written Communication, Organizational Development, Web 2.0, Relationship Management, ITIL, Coaching
Work Experience
SUN MICROSYSTEMS, Broomfield, Colorado 2/1999-present
Customer Operations Manager (8/2007-7/2009)
Pioneered and implemented a new strategy for outage communications utilizing Web 2.0 technologies such as RSS Feeds, wikis and opt-in outage boards. This resulted in streamlined-communications and improved customer satisfaction for the entire Sun population.
Partner Management for over 100 EDS engineers based in Mumbai, India, providing the first line of support for Sun’s Global Resolution Center. These engineers provide 24x7 HelpDesk Support to over 30,000 Sun employees world-wide. Oversight of daily, weekly and monthly performance trending based on ITIL metrics and standards allowed for continuous quality improvements. Major initiatives included improved knowledge management, quality monitoring, and escalation procedures.
These efforts were instrumental in improving overall customer satisfaction of Customer Operations Services from 47% to 79% in four quarters.
Quality Assurance Manager (2/2002-8/2007)
Upon request from the VP of Demand Creations IT, formed a centralized QA team of over 20 people, drawing from resources formally in development organizations. Our group made improvements in standards, metrics, tools, processes, and communication, with learnings published in StickyMinds Trade Journal. The team was soon recognized as a model of a successful QA organization throughout the company. Initiated a Community of Practice amongst QA professionals at Sun and actively participated in forums and groups aimed at quality improvements.
Quality Assurance efforts included functional testing, performance testing, and automation testing using tools such as Segue’s Silk, RadView’s WebLoad and Mercury’s LoadRunner. Improved processes and collaboration with development and business teams resulted in higher quality products, showing bugs trending down by up to 15% with each deployment.
Software Development Manager (2/1999-2/2002)
Managed a staff of about 20 developers in the Enterprise Services IT development. Applications were primarily written in Java running on Solaris. Partnered with the business to form a successful Jointly Developed Application (JDA), resulting in the development and deployment of a global mission critical time-based escalation tool with an ROI of $250 million/year. This partnership was the first of its kind, paving the way for continued collaboration between the teams. These teams continued to make improvements in standards and development lifecycle practices resulting in high quality and timely deliveries.
Provided sustaining development and support for the ServiceDesk application. Managed a global team that implemented a Follow-the-Sun support structure and provided support and enhancements for one of the most used internal tools at Sun. Our team presented at the Enterprise Services IT Conference on effective collaboration across geographies. Team collaboration resulted in continual enhancements through quarterly releases and 24x7 engineering support for this mission critical application.
DINERS CLUB INTERNATIONAL, Denver, CO 7/1993-1/9999
Senior Software Engineer
Designed and implemented business systems applications used in Diners Club Authorizations. These applications utilize multi-threaded, Client/Server techniques in a 3-tiered architecture. Spearheaded new processes for user acceptance testing, getting users involved early throughout the software development process. The iterative nature of the development lifecycle in close collaboration with the business led to improved relationships and a higher quality product.
INTERNATIONAL BUSINESS MACHINES 6/1982-6/1993
Software Engineer
Performed a variety of roles at six different IBM sites, primarily in software development. Started at IBM, Tucson, as a software engineer in RAS for 3880 controllers using an internal assembly macro language. Quickly progressed to a staff engineer working on a variety of software development projects. Added Double Byte Character Support to IBM's Cobol compiler, taking advantage of my knowledge of Kanji. Development Lead on IBM's OfficeVision/2, written in C running on OS/2. During this 11 years I continued to gain technical and leadership skills. The mentors, training, and experience provided a solid basis for strong leadership and relationship-building skills throughout my career.
Customer Operations Manager (8/2007-7/2009)
Pioneered and implemented a new strategy for outage communications utilizing Web 2.0 technologies such as RSS Feeds, wikis and opt-in outage boards. This resulted in streamlined-communications and improved customer satisfaction for the entire Sun population.
Partner Management for over 100 EDS engineers based in Mumbai, India, providing the first line of support for Sun’s Global Resolution Center. These engineers provide 24x7 HelpDesk Support to over 30,000 Sun employees world-wide. Oversight of daily, weekly and monthly performance trending based on ITIL metrics and standards allowed for continuous quality improvements. Major initiatives included improved knowledge management, quality monitoring, and escalation procedures.
These efforts were instrumental in improving overall customer satisfaction of Customer Operations Services from 47% to 79% in four quarters.
Quality Assurance Manager (2/2002-8/2007)
Upon request from the VP of Demand Creations IT, formed a centralized QA team of over 20 people, drawing from resources formally in development organizations. Our group made improvements in standards, metrics, tools, processes, and communication, with learnings published in StickyMinds Trade Journal. The team was soon recognized as a model of a successful QA organization throughout the company. Initiated a Community of Practice amongst QA professionals at Sun and actively participated in forums and groups aimed at quality improvements.
Quality Assurance efforts included functional testing, performance testing, and automation testing using tools such as Segue’s Silk, RadView’s WebLoad and Mercury’s LoadRunner. Improved processes and collaboration with development and business teams resulted in higher quality products, showing bugs trending down by up to 15% with each deployment.
Software Development Manager (2/1999-2/2002)
Managed a staff of about 20 developers in the Enterprise Services IT development. Applications were primarily written in Java running on Solaris. Partnered with the business to form a successful Jointly Developed Application (JDA), resulting in the development and deployment of a global mission critical time-based escalation tool with an ROI of $250 million/year. This partnership was the first of its kind, paving the way for continued collaboration between the teams. These teams continued to make improvements in standards and development lifecycle practices resulting in high quality and timely deliveries.
Provided sustaining development and support for the ServiceDesk application. Managed a global team that implemented a Follow-the-Sun support structure and provided support and enhancements for one of the most used internal tools at Sun. Our team presented at the Enterprise Services IT Conference on effective collaboration across geographies. Team collaboration resulted in continual enhancements through quarterly releases and 24x7 engineering support for this mission critical application.
DINERS CLUB INTERNATIONAL, Denver, CO 7/1993-1/9999
Senior Software Engineer
Designed and implemented business systems applications used in Diners Club Authorizations. These applications utilize multi-threaded, Client/Server techniques in a 3-tiered architecture. Spearheaded new processes for user acceptance testing, getting users involved early throughout the software development process. The iterative nature of the development lifecycle in close collaboration with the business led to improved relationships and a higher quality product.
INTERNATIONAL BUSINESS MACHINES 6/1982-6/1993
Software Engineer
Performed a variety of roles at six different IBM sites, primarily in software development. Started at IBM, Tucson, as a software engineer in RAS for 3880 controllers using an internal assembly macro language. Quickly progressed to a staff engineer working on a variety of software development projects. Added Double Byte Character Support to IBM's Cobol compiler, taking advantage of my knowledge of Kanji. Development Lead on IBM's OfficeVision/2, written in C running on OS/2. During this 11 years I continued to gain technical and leadership skills. The mentors, training, and experience provided a solid basis for strong leadership and relationship-building skills throughout my career.
Education
Regis University 1/01-1/03. Masters of Science in Management/Project Management.
Electrical Engineering / Computer Science BS, University of CA, Davis, GPA 3.8/4.0, Tau Beta Pi
Sun Education: Leadership and Management classes, SunSigma, CAP, Siebel, Mentoring, ITIL
IBM Technical Education: Over 500 hours including C, OS/2, Presentation Manager, AIX, S/370 Assembler, Market Driven Quality and Leadership training;12 months of IBM System Engineering technical systems training and client marketing.
Electrical Engineering / Computer Science BS, University of CA, Davis, GPA 3.8/4.0, Tau Beta Pi
Sun Education: Leadership and Management classes, SunSigma, CAP, Siebel, Mentoring, ITIL
IBM Technical Education: Over 500 hours including C, OS/2, Presentation Manager, AIX, S/370 Assembler, Market Driven Quality and Leadership training;12 months of IBM System Engineering technical systems training and client marketing.
Additional Leadership
Women@Sun – Co Chair 2008-09 – Leading women in professional development and community service
Coaching Training Alliance Certification - Social Media Coaching and Consulting: Connect With Yvette. Upcoming speaking engagement at Denver Chamber of Commerce, 8/2009
Team in Training Mentor – Four events, including two marathons, raising over $16,000 for Leukemia and Lymphoma. Top fund-raiser in Rocky Mountain Region in 2000.
Coaching Training Alliance Certification - Social Media Coaching and Consulting: Connect With Yvette. Upcoming speaking engagement at Denver Chamber of Commerce, 8/2009
Team in Training Mentor – Four events, including two marathons, raising over $16,000 for Leukemia and Lymphoma. Top fund-raiser in Rocky Mountain Region in 2000.
