Rosemary Ice

• Impartner PRM Platform Product Owner and Administrator.
• Establish strong relationships with key stakeholders, maintaining open lines of communication to ensure alignment on project objectives.
• Improve business processes by analyzing PRM Platform and Salesforce system requirements and implementing effective solutions.
  

Example: Worked with Stakeholders to create a process that allows Implementation Partners to create, manage, and view their implementation projects within the PRM Platform, leading to a 24 hours per month savings for Celigo employee.

• Own and prioritize product backlog.
• Manage multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
• Perform internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Develop comprehensive documentation to support end-users and facilitate future enhancements.
• Train business personnel in use of systems.
• Provide excellent customer service by addressing user inquiries promptly and professionally, resolving PRM Platform and Salesforce issues efficiently wherever possible.

• Impartner PRM Platform Product Owner and Administrator.
• Liaison between product owners, sales teams, marketing teams, and support teams to understand demand for new features and enhancements to processes.
• Coordinate with stakeholders to translate strategies into user-stories and other task level details for Impartner PRM and Salesforce development.
• Manage and prioritize product backlog for our four partner portals in United States, Canada, Europe, and Emerging Markets using Salesforce Cases.
• Analyze processes to determine areas for improvement, increased efficiency, and cost reduction.
• Example: Designed a noncompliance email workflow for the Government, Healthcare, and Education team, which increased Revenue Reporting compliance from 14% to 97%
• Oversee the implementation of Single Sign-on and Data integrations across Impartner PRM, Salesforce, Zest Solutions, and other vendor platforms to improve data integrity and partner experience.
• Track, investigate and resolve issues including escalations.
• Create and maintain business process documentation and job aides.
• Lead daily Agile Scrum meetings with internal and vendor developers to promote communication and set priorities to help reduce turnaround times and increase quality.
• Coordinate user acceptance activities, create test plans and manage defect backlog and resolution.

• Oversaw multiple medium to large localization software projects from start to finish, working jointly with architects, developers, user experience design, project coordinators, terminologist, product management, product owners, and vendors.
• Experience with single-byte, and multi-byte languages
• Conducted face-to-face meetings, project kickoffs, daily Scrum, and project retrospectives.
• Led project to create translation library of internationalized objects.
• Collaborated continuously with worldwide cross-functional teams to help improve processes to ensure delivery of quality translations within product.
• Example: Established technical review process for English content to refine technical accuracy, improve customer experience, and help reduce service calls
• Vendor management including vetting and selection, contract negotiations and management, and relationship management.

• Facilitated Scrum meetings (sprint planning, daily stand-ups, and retrospectives) to set priorities and organize deliverables to increase productivity while improving quality.
• Managed refactor migration for PrintPlace.com sites: eCommerce, Customer Service Portal, Content Management System, and Print Production.
• Worked with product owner to ensure requirements were oriented towards customer needs, managed user stories, and certified reuse of code for consistency across standard functionality.
• Oversaw and executed multiple Web projects which included creation of relevant and exciting content and graphics to help drive new customers to PrintPlace.com site and to keep existing customers engaged.
• Confirmed production and communication of Social Media marketing were on brand and in alignment with overall vision of company, content is consistent in style and quality and optimized for search.
• Responsible for coordinating, communicating, training, execution, and management of project testing defect resolution process.
• Ensured all testing defects are assigned, worked and resolved according to the project schedule.

• Managed project for Emerging Growth Market strategy to make new markets and develop high-end software solutions to help grow key industries.
• Assisted Program Manager in the coordination, hiring, and training of 50 new IT Specialists and Technology Managers located in eight countries (Brazil, China, Egypt, India, Russia, Turkey, Singapore, and South Africa) to support the sales force.

Results: Maintained $100M + in annual revenue and drive new solutions to capture $30M + in annual revenue.

• Worked with Virtual Desktop Infrastructure (VDI) project team to help drive VDI IBM differentiation and assistance to help close sales opportunities through sales and technical sales education.
• Managed all phases of software development life cycle for multiple client solutions.
• Collaborated with stakeholders to capture requirements to create an internal Web application that aggregates data from multiple sources allowing users to quickly search and easily access internal contacts for support, partner information and their solutions, and other related resources (E.g., white papers, sizing guides, and other assets).

• Promoted from Senior Business Analyst to IT Project Manager and led the transportation management solutions team.
• Effectively delivered projects within scope, on schedule, and within budget.
• Prepared request for proposals (RFP), collected metrics data, and reported progress to stakeholders and upper management.
• Identified, monitored, and responded to risks
• Built rapport and facilitated communication between the customer, business team, and technical team to collect and translate RyderOnline internal and external business requirements into detailed design documents and communicate them to the development team.
• Maintained and managed solutions within the RyderOnline Transportation Management system.
• Developed test plans and performed tests for RyderOnline solutions to ensure it met the functional requirements and client's expectations.
• Analyzed defects reported for RyderOnline application utilizing PL/SQL and troubleshooting techniques, resolving them within required timeframes.
• Gathered requirements including mapping API and creating UI mock-ups
• Provided integration support for development
• Results: Annual savings of 150K per year
• Proven leadership skills, to include influence and persuasion across geographies, and levels of organizations often serving as a change agent
• Created customer training materials and delivered training to the customer via the web on new functionality.

• Responsible for managing and delivering small to large scale digital marketing solutions and a subset of database clients.
• Acted as a liaison between the business team and development team to ensure requirements were communicated and implemented according to specifications which included regression testing, and user acceptance testing.
• Researched and resolved Web application issues and data discrepancies reported by the client and internal team members.

• Collaborated with Web architects, technical leads, programmers, and Web strategists to design and develop the IBM PartnerWorld portal to support partner learning and channel enablement.
• Created and managed project timelines, identified risks, and contingency plan, and held weekly status meetings.
• Led the global content development team in successfully executing the portal requirements.
• Documented stakeholder requirements, including creating mock-ups, Use Cases, and workflow diagrams.
• Responsible for managing translations (single-byte and multi-byte languages) and 508 accessibility compliance of the partner portal.

• Managed and maintained content via the content management system for IBM Partner World to support partner learning and channel enablement.
• Developed and implemented processes for content contribution and submission, updates, reviews, approvals, project workflows, and production plans.
• Identified and evaluated Web metrics that affected performance and implemented content enhancements and adjustments using Coremetrics.
• Analyzed and provided recommendations for supported web applications to improve search engine optimization ("SEO") strategies related to their business and technical objectives.
• Created user guides and training client and stakeholders on the use of Web applications
• Worked with Web Usability Specialist and Product Management Teams to design and implement Web content requested by stakeholders.
• Developed portal pages in HTML/XHTML.
• Ensured Web content adhered to IBM policies and standards regarding Web Design, Content-Format, and Product Naming standards and demonstrated the ability to work with taxonomies, metadata frameworks, and templates for content management systems.