TEAM LEAD - SUPPORT ENGINEER - Portland, OR
2014 - 2016
My manager at Salesforce asked me to accompany her to build and grow a team at Jama Software and sustain agile product development. I served on a cross functional product team where I formed a task force focused on problem statements and defect discovery. These were gathered in collaboration with key clients in the aerospace and government sectors. This meant traveling with our implementation team to client on-sites and understanding their needs and any limitations our product would impose. We would then sanitize, resolve and propose for future release based on the product roadmap.
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The role on the product team allowed me the space to manage defects and product enhancement opportunities. Both defects and enhancements required a proposal including cost-benefit analysis, timeline, UI/UX needs, engineering requirements and future customer impact study.
Working at Jama, under an experienced and driven manager allowed me opportunities to dictate process management for the team. This position allowed me to iteratively develop workflows for implementation that would drive the teams' operational efficiencies, in order to deliver solutions to our customers in a timely manner.
GLOBAL SERVICE DESK DEVELOPER - Portland, OR
2013-2014
As part of the Global Service Desk team, we supported the internal products the Salesforce employees used. This meant clearly understanding how internal partners interacted with Salesforce products and third-party applications. Understanding of our target customer, across business units, was crucial in slotting new features and products for use across the company. Required was a technical understanding of how these products functioned and how there were bridged to work in conjunction. Defect discovery and resolution was crucial to keep tools available and efficient for us across a global company.
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Salesforce was employing over 15,000 people at the time and our team's focus was to enable everyone, from Sales to Engineering, to operate effectively.