TIFANI POPLAWSKI
Hendersonville,NC
Summary
Well-qualified technical product owner familiar with Agile and scrum systems and how to effectively manage product development timelines. Successful at collecting and defining feedback from stakeholders in order to plan effective stories that bring products to life. Exceptional skills in organizing workloads, building relationships and managing product development steps. Dedicated to addressing technical challenges head-on.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Product Owner
Zoetis
08.2022 - Current
- Outlined new feature plans and specifications.
- Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer advisory board sessions.
- Oversaw team resources and allocated assignments.
- Coordinated with third-party development team on engineering and professional service activities and tasks.
- Managed pre-production and production product deployments.
- Advocated for developing critical features in beginning steps to identify and resolve technical issues.
- Investigated product's safety and handling qualities and ways of distribution, usage and maintenance.
- Modified and refined designs to conform with customer specifications, production limitations or changes in design trends.
- Observed quality control procedures.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Decreased QA bug detection by 20%
Senior Product Engineer
Zoetis
10.2021 - 08.2022
- Worked with ecosystem is comprised of Ethernet- and USB-connected diagnostic instruments, connectivity hub devices, Azure DB and dashboards, LAN infrastructure and Internet connectivity
- Decreased unnecessary escalations by 20%.
- Decreased resolution time by 40%.
- Delivered support and guidance for integrating products with third party software systems and will provide level 3 technical support to digital products
- Worked closely with internal colleagues, external vendor support teams, Zoetis customers, and 3rd party IT support engaged by Zoetis customers
Lead PIMS integration, installation and trouble analysis process and will be responsible for driving task to conclusion - Identified and recommend solutions for enabling integration with legacy unsupported PIMS.
- Collaborated with business Product Management team and Zoetis Tech & Digital (ZTD) Digital product owner, assists with definition and evolution of Ecosystem vision and design, particularly in PIMS and 3rd party integrations
- Worked with PIMS vendor technical support team to resolve any integration issues on behalf of mutual customers
Assisted in development of internal best practice processes, procedures, and training materials for installations and technical support of PIMS and 3rd party integrations - Worked effectively with all stakeholders on technical and business processes surrounding ecosystem support and problem resolution
- Participated in digital product sprint planning and sprint demos to represent Digital product support team and work with product owners to capture support requirements of product
- Prepared necessary training documents required for new software release and execute training to other internal support and service teams
Application Analyst
Arcadia.io
12.2020 - 10.2021
- Documented troubleshooting and problem resolution steps, including tracking identified defects.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Collaborated with team of developers, architects and analysts in delivering technical requirements and testing for implemented functionalities.
- Recognized by management for providing exceptional customer service.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
- Documented and tracked cases in system, updating details for repeat support requests.
- Resolved 95% of technical issues time by identifying solutions and providing technical support by phone, email and desktop sharing.
- Wrote SQL queries using programs such as SQL Server Manager and AWS Athena.
- Configured Customer Client Applications settings and wrote XML code for applications
- Supported Clinical Measures Product and other software applications
Level 2 Support Specialist (Contract)
Officium Labs
06.2020 - 11.2020
- Executed various techniques, for technical troubleshooting of applications and accounts.
- Maintained journal and case records with accuracy and efficiency.
- Used Confluence and Salesforce to create and updated tracking documents.
- Broke down and evaluated user problems, using personal expertise and probing questions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Decreased resolution time by 6%.
Platform Applications Engineer
Siemens Healthineers
11.2016 - 06.2020
- Performs remote Syngo.via application support for end customer and/or local service engineer and/or country service organization for multiple modality advanced applications and/or workflows for all imaging modalities.
- Identifies major Syngo.via and/or Advanced Visualization software systems, subsystems, applications, and components as needed to understand their function
- Operates and administers Syngo.via and/or Advanced visualization software systems and subsystems in order to check and demonstrate operation
- Knows any/all applicable safety procedures/guidelines for assigned Syngo.via system
- Took telephone, email and GSMS notifications and take necessary action by using appropriate processes, problem solution techniques, setting priorities
- Initiate escalation to CS Headquarter Support Center (problem management) based on RSC Americas process and with consideration of escalation guideline.
- Facilitate communication with all relevant RSC, HSC resources
- Creates accurate problem solution documentation for purpose of adding to SKB
- Performs limited remote and/or onsite training for customers as required by RSC management.
- Contributes to achieving Mission, Values, and Vision of company.
- Maintain at all times strict compliance to ethical principles and Health, Safety, and Quality norms for our company.
- Decreased Escalations by 5%.
- Reduced reaction time by 20%.
Education
Master of Science - Information Technology With Focus Cybersecurity
Franklin University
Columbus, OH05.2022
AAS - Nuclear Medicine Technology
Caldwell Community College and Technical Institute
05.2013
BA - Sociology, Exercise Science
University of North Carolina at Charlotte
05.2011
Skills
- Agile Process and Product Management
- Technical documentation through Jira, Confluence and Salesforce
- Application support
- Requirements discovery
- AWS and Azure and Microsoft SQL Server Management
- Technical Troubleshooting and Diagnostics
- Java programming, HTML and XML
- Staff education and training
- Incident Response Management
- Erecting firewalls
- Wireshark software
- Developing security plans
- Security regulations compliance
- Penetration testing tools
- Risk mitigation strategies
- Linux and Windows
Certification
- Certified Scrum Product Owner, ScrumAlliance - 2023
Timeline
Technical Product Owner
Zoetis
08.2022 - Current
Senior Product Engineer
Zoetis
10.2021 - 08.2022
Application Analyst
Arcadia.io
12.2020 - 10.2021
Level 2 Support Specialist (Contract)
Officium Labs
06.2020 - 11.2020
Platform Applications Engineer
Siemens Healthineers
11.2016 - 06.2020
Master of Science - Information Technology With Focus Cybersecurity
Franklin University
AAS - Nuclear Medicine Technology
Caldwell Community College and Technical Institute
BA - Sociology, Exercise Science
University of North Carolina at Charlotte
Similar Profiles
Phichaphorn KasuwanPhichaphorn Kasuwan
Key Account Manager at ZoetisKey Account Manager at Zoetis
Zackary MobleyZackary Mobley
Environmental Health and Safety Technician at ZoetisEnvironmental Health and Safety Technician at Zoetis
Zachary BischoffZachary Bischoff
Bio Packaging Associate at ZoetisBio Packaging Associate at Zoetis