Timeline
Work History
Overview
Education
Skills
Summary
Generic

Kayla Fish Gouge

Release Manager
Johnson

Timeline

Release Manager

Lumen Technologies
2022 - Current

Sr Process Improvement Analyst

Lumen Technologies
2021 - 2022

Supervisor Inbound Sales & Care

Lumen Technologies
2018 - 2021

Team Support Coordinator

Lumen Technologies
2013 - 2018

Bachelor of Science - Criminal Justice

East Tennessee State University
2010 - 2013

Associate of Science - Social Psychology

Maryville College
2008 - 2010

Work History

Release Manager

Lumen Technologies
Johnson City, TN
2022 - Current
  • Coordinated scheduled releases and updates.
  • Managed simultaneous and multiple releases across various platforms and within diverse portfolios.
  • Managed release validation through development, testing and production phases.
  • Set release management lifecycles according to internal business goals and ongoing development realities.
  • Created and implemented contingency plans to address potential risks.
  • Partnered with project team members to identify and quickly address problems.
  • Established and enforced project timelines and deadlines.
  • Monitored and tracked project progress to support timely completion.
  • Led cross-functional teams to successfully complete IT projects.

Sr Process Improvement Analyst

Lumen Technologies
Johnson City, TN
2021 - 2022
  • Developed process improvement initiatives and analyzed
    problems to create corrective action strategy.
  • Recommended improvements for cross-functional
    projects and processes.
  • Monitored implemented solutions, documented data and
    modeled trends.
  • Collected, organized, and modeled data using JIRA.
  • Identified problems and worked with senior management
    to develop effective solutions.

Supervisor Inbound Sales & Care

Lumen Technologies
Johnson City, TN
2018 - 2021
  • Developed, recommended and implemented measures to
    improve productivity, performance, quality and career
    path for staff members.
  • Interacted with cross-functional support groups to
    manage day-to-day operations and identified and
    resolved operational problems using defined processes,
    expertise and judgment.
  • Maintained understanding of overall business goals,
    tailoring new hires and continuing training towards reaching prescribed targets.
  • Established open and professional relationships with
    team members to achieve quick resolutions for various
    issues.
  • Monitored daily sales performance and provided feedback to each team member.

Team Support Coordinator

Lumen Technologies
Johnson City, TN
2013 - 2018
  • Worked with other departmental staff to answer
    questions and resolve problems.
  • Coordinated meetings and events for internal and
    external groups.
  • Coached employees through day-to-day work and
    complex problems.
  • Monitored employee and customer interactions to assess
    quality of service.
  • Analyzed and solved multi-faceted problems that
    effected executive leaders and business initiatives.

Overview

10
10
years of professional experience
5
5
years of post-secondary education

Education

Bachelor of Science - Criminal Justice

East Tennessee State University
Johnson City, TN
2010 - 2013

Associate of Science - Social Psychology

Maryville College
Maryville, TN
2008 - 2010

Skills

  • JIRA and Confluence Proficiency
  • Microsoft Office Proficiency
  • Test Case Management
  • SAFE/Agile Trained
  • ServiceNow Proficiency
  • Defect Management
  • Strong written and verbal communication skills
  • Experience with scheduling, planning, & controlling software releases & deployment processes

Summary

Organized and dependable candidate successful at
managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet company goals. In my current role, I am managing to the Quantum Fiber Mass Markets monthly integrated releases, hot fixes, trend impacts, and defect
management. Additionally I host system demo meetings, Go/No-Go, Release Retrospective, and much more.

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Kayla Fish GougeRelease Manager