Gianna Golding
Technical Program Manager
Portland,OR
Summary
Successful IT Program Manager with career spanning 15 years in technical environments. Top performer with results-driven mindset and excellent communication and project management abilities.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Technical Program Manager, IT Global Service Desk
Coinbase
06.2022 - 01.2023
- Coordinated and drove accountability in geographically distributed logistical operations between IT support, IT systems engineering, security, compliance, management, and third parties
- Communicated risks, expectations, and timelines to stakeholders and management
- Responsible for roadmap delivery including adoption and success criteria as defined by stakeholders
- Handled documentation, milestone mapping, prioritization, and communication to facilitate project collaboration
- Supervised program status and helped identify issues and risks
- Succinctly communicated issues to relevant stakeholders and proactively collaborated to ensure timely resolution
- Drive improvements for heavily operational processes with multiple stakeholder dependencies
- Designed a project intake process and was responsible for the successful delivery of Release Management from end to end
- Regularly reviewed service desk metrics to identify ticket drivers to help automate service processes and reduce internal escalations
- Created and designed bi-weekly internal newsletters to share important service desk changes, IT wide project summaries, onboarding/offboarding statistics and service desk metrics
- Responsible for managing and communicating all change management to the IT Global Service Desk.
Senior IT Service Desk Engineer
Coinbase
04.2020 - 01.2022
- Provided day to day support for hardware/software and supported SaaS tools, compliance practices, and provided support for collaboration hardware in conference rooms and event spaces
- Administration of Okta, Jamf, Duo, Jira Service Desk and various other Saas tools
- Reviewed and created detailed and impactful documentation for peers and end-user base
- Delivered projects that continually enhanced and scaled service capabilities globally through internal SCRUM teams
- Acted as point of contact on technical matters for local product and operations teams, as well as all other stakeholders
- Experienced SCRUM master and successful in an agile focused project delivery environment
- Responsible for training new engineers and providing continual positive and constructive feedback
- Led candidate interviews and participated in hiring roundtables for IT roles.
Corporate IT Support Specialist
Medallia
07.2017 - 01.2020
- Hands-on experience provisioning, managing, and troubleshooting Mac/Windows laptops and mobile devices
- Administration of Apple computer products using enterprise JAMF pro
- Supported both on-site and remote employees with A/V hardware and Zoom
- Experienced administrator of Okta, Duo, ServiceNow, Okta Verify, Active Directory, Github Enterprise, G-Suite, Slack, Office 365, Workday, and other cloud based/Saas tools
- Provisioned employee accounts and owned the IT setup/experience for all new employees
- Responded to support requests for the IT support team in person, using ServiceNow, via phone/chat, and over Zoom
- Experienced IT trainer for new employees, executive assistants, executive teams, and internal IT personnel
- Built several new offices by developing spaces, procuring technology, and training employees on new equipment
- Successfully completed several full office moves
- Primary executive support technician providing ‘white glove’ VIP technical support to all C-suite staff
- Procuring and maintaining inventory of IT equipment (computers, monitors, IT supplies etc.) and managing an asset management system.
Genius
Apple
Palo Alto, CA
11.2015 - 07.2017
- Experienced with all Mac hardware/software in a support role while maintaining the expected 48 turn-around time and documenting troubleshooting and repair steps
- Participated in the mentor team program and helped facilitate training
- Receive consistently high and/or perfect (NPS) Net-Promoter-Scores in all areas of the business
- Participated in launching and supporting the opening of new Apple retail stores.
IS&T Helpdesk Analyst/Problem Coordinator
Apple
Elk Grove, CA
03.2014 - 11.2015
- The IS&T team manages key business and technical infrastructure at Apple and provides technical support via telephone, email, and a ticketing system to Apple employees, contractors, and retail employees across the world
- Performed impact assessment and troubleshooting according to established procedures while documenting problems, troubleshooting steps, and resolutions during each call
- Easily managed hierarchical and functional escalations while communicating with the
- Helpdesk team, support teams, and management/executive teams via email, chat, telephone, and in person communications
- Possess superior time management and multi-tasking skills during crisis management
- In depth knowledge of IT Service Management tools, Customer Relationship
- Management tracking tools, and Knowledge Base systems
- Experience and ease working with high level team members, executive management teams, and "VIPs."
Software QA/UAT Tester
Apple
Cupertino, CA
09.2013 - 10.2013
Skills
Presentation and facilitation
Developing project strategy
Project Management
Technical troubleshooting
Administration
Written and verbal communication
Certification
JAMF Certified Technician
Timeline
Technical Program Manager, IT Global Service Desk
Coinbase
06.2022 - 01.2023
JAMF Certified Technician
08-2021
Project Management
04-2021
Senior IT Service Desk Engineer
Coinbase
04.2020 - 01.2022
Corporate IT Support Specialist
Medallia
07.2017 - 01.2020
Genius
Apple
11.2015 - 07.2017
IS&T Helpdesk Analyst/Problem Coordinator
Apple
03.2014 - 11.2015
Software QA/UAT Tester
Apple
09.2013 - 10.2013
Apple Certified Technician (ACMT)
09-2011
Apple Certified iOS Technician (ACiT)
04-2011