Eva Keyes

Work History

Extensiv

08.2021 - Current

Lead and oversee a team of project managers and technical program managers, providing guidance, support, and mentorship to ensure successful project delivery
Develop and implement project management standards, processes, and best practices to improve project outcomes and increase efficiency
Collaborate with cross-functional teams, including engineering, design, and business stakeholders, to define project objectives, scope, and deliverables
Established project budgets and timelines, tracking progress and reporting on project status to executive leadership and stakeholders
Identify and mitigate risks and issues, proactively addressing potential roadblocks and developing contingency plans as needed
Foster a culture of collaboration and continuous improvement, encouraging feedback and input from team members and stakeholders to refine project management processes and improve project outcomes
Develop and maintain relationships with vendors, suppliers, and external partners, negotiating contracts and ensuring adherence to project specifications and timelines
Use project management tools such as Smartsheet, Asana, JIRA, and Confluence to manage projects and track progress
Facilitate project meetings and workshops, ensuring that meeting agendas and minutes are distributed and action items are tracked to completion
Continuously evaluate and refine the project management function, staying up-to-date with industry trends and best practices to drive innovation and improve project outcomes.

Extensiv

04.2019 - 08.2021

Lead cross-functional project teams in successful delivery of multiple projects simultaneously, ensuring adherence to scope, schedule, and budget constraints
Develop and manage project plans, schedules, and budgets, tracking progress and reporting on project status to stakeholders
Identify and mitigate risks and issues, working closely with project team members and stakeholders to develop and execute mitigation plans
Collaborate with business owners and stakeholders to define project requirements, objectives, and deliverables
Facilitate communication and collaboration between project team members, ensuring all parties are aligned on project goals and deliverables
Manage project changes and scope creep, ensuring that all changes are properly documented and communicated to stakeholders
Develop and maintain project documentation, including project plans, charters, status reports, and other project-related artifacts
Use project management tools such as Microsoft Project, JIRA, and Confluence to manage projects and track progress
Facilitate project meetings and workshops, ensuring that meeting agendas and minutes are distributed and action items are tracked to completion
Foster culture of continuous improvement, using lessons learned to refine project management processes and improve project outcomes.

Extensiv

11.2016 - 04.2019

Managed team of technical support engineers, providing leadership, coaching, and mentoring to ensure high-quality support services to customers
Developed and implement support processes and procedures to improve customer experience and increase efficiency
Defined and tracked key performance metrics for technical support team, including customer satisfaction, response time, and resolution time, and identify areas for improvement
Collaborated with cross-functional teams, including product development, sales, and customer success, to ensure alignment on support priorities and initiatives
Hired, trained, and onboard new technical support engineers, ensuring that they have the necessary skills and resources to provide effective support services to customers
Developed and managed technical support budget, ensuring that resources are allocated effectively and efficiently
Developed and maintained relationships with key customers, acted as escalation point for complex technical issues and provided high-level support as needed
Participated in development and launch of new products and features, providing input on customer support requirements and ensuring that the technical support team is prepared to handle new support requests
Used support tools such as Zendesk and JIRA to manage support requests and track progress

Rapid7

09.2014 - 11.2016

Responde to customer inquiries, troubleshoot and resolve complex technical issues, and provide ongoing support to ensure customer satisfaction
Monitor and analyze team performance metrics, including customer satisfaction ratings, first response time, and resolution time, and develop action plans to address areas for improvement
Work closely with Technical Support Manager to develop and implement support processes and procedures to improve efficiency and effectiveness
Served as escalation point for technical issues, providing guidance and support to team members as needed
Developed and deliver technical training and onboarding for new team members, ensuring that they have necessary skills and knowledge to provide high-quality support services
Participated in cross-functional meetings and initiatives to ensure alignment on support priorities and customer needs
Collaborated with Product Development and Engineering teams to identify and escalate product issues, and provide feedback on customer needs and pain points
Maintained up-to-date knowledge of company products, services, and industry trends to provide effective support to customers
Utilized support tools such as Zendesk, Salesforce, and JIRA to manage support requests and track progress
Participated in hiring and interview processes to identify and recruit top talent to technical support team.