Product/Project Manager at Technatomy (2025-03 – 2025-11)
Contract shifted from Booz Allen Hamilton to Technatomy – duties/team remained the same
Product/Project Manager at Booz Allen Hamilton (2024-01 – 2025-03)
- Led development team of 10 people for a complex Microsoft Dynamics 365 call center CRM supporting over 500 agents in the U.S. Department of Veterans Affairs.
- Created strong partnerships with stakeholders to elicit, define, and prioritize business requirements for mission-critical technology solutions.
- Optimized release documentation by standardizing release notes and delivering clear, efficient train-the-trainer materials to accelerate adoption and reduce support gaps.
- Owned release scheduling and cross-functional communication, keeping technical and business teams aligned and ensuring successful, on-time delivery using Microsoft Project and Excel
Technical Product Manager – Principal at Sabre Inc. (2022-03 – 2023-12)
- Served as subject matter expert (SME) for EMD, Ticketing, ASR, Exchange Shopping, and Exchange & Refund APIs, supporting global airline partners and travel agencies.
- Led complex problem-solving initiatives (including interline EMD), translating business challenges into scalable technical solutions.
- Partnered with product and development teams to define clear acceptance criteria and improve delivery quality and accuracy.
- Mentored QA and development teams, strengthening cross-functional collaboration and accelerating knowledge sharing.
Lead Business Analyst at Sabre Inc. (2017-03 – 2022-03)
- Owned and prioritized the backlog for three diverse Agile teams, aligning business priorities with development capacity.
- Gathered and validated business and functional requirements, including user stories and release documentation.
- Partnered with stakeholders and end users to translate needs into clear, actionable development tasks.
- Acted as the primary liaison between business, development, and QA teams to streamline communication and accelerate delivery.
Senior Business Analyst – EMD at Sabre Inc. (2012-03 – 2017-03)
- Owned end-to-end analysis for airline EMD functions, delivering high-quality requirements and ensuring on-time, successful releases.
- Drove faster issue resolution and customer enhancements through close collaboration with QA and development teams.
Business Analyst – EMD at Sabre Inc. (2011-09 – 2012-03)
- Converted from contractor to full-time employee in recognition of performance, technical skill, and business impact.
- Partnered with global airline customers to analyze and support EMD system solutions.
Contact Center Ticketing Coordinator & Systems Specialist at Midwest Airlines, Inc. (2004-04 – 2011-09)
- Managed ticketing operations and agent training, driving performance improvements that increased efficiency and accuracy.
- Served as the primary liaison between the contact center and IT, supporting technology initiatives including new agent UI rollouts and e-commerce enhancements.
- Led integration of contact center operations with digital initiatives to improve the overall customer experience.
CRC Analyst, Ticketing Agent, Reservations Service Representative at Midwest Airlines, Inc. (1996-01 – 2004-04)
