Resume

 

617.416.3886 ♦ jmackin@gmail.com ♦. https://www.linkedin.com/in/jmackin/

Client Management ♦Agile & Scrum Management ♦Director

 

Results-focused and highly experienced Technology Expert and Client Management Professional skilled in understanding the intersection of technology and business needs, and empowering teams to deliver complex and creative solutions. Strong team leader who provides guidance to staff of all experience levels, building on their strengths and capabilities for long-term success.   Dedicated to ensuring the success of the long-term, high impact engagements for strategic client relationships. Capable of leading strategic delivery programs, overseeing multiple work streams within an account, orchestrating cross-functional project teams, and interfacing with key stakeholders. Equipped with an aptitude for innovation and resourceful problem-solving. Proven track record of completing complex projects on time and budget with superior quality and reliability. 

Technical Areas of Expertise

Client Management | Team Building | Mentoring | New Venture Starts-ups | Software Installation | Agile/Scrum Management | Operations Management | Client Relations | Project Management | Leadership | Process Improvement | Engagement Management | Change Management | Business Requirements | Jira | Test Plans

Accomplishments

• Collaborated with team to implement stricter sprint timelines and guidelines for complex installation of software, reduced changes per sprint, documented estimates in JIRA for testing to educate the client on request implications.
• Executed changes resulted in improved quality, better expectation setting, and client appreciation of the effort done to manage their workload; customer satisfaction metrics went from unfavorable to positive and morale improved. 
• Documented workstreams and tasks to a shared, consolidated project plan (using SmartSheet), identified dependencies on client approvals and vendor deliverables, modified release schedule adaptable for off-cycle releases. 
• Mentored employees challenged by anxiety and lack of confidence that affected performance, conducted face-to-face check-ins, empowered team to build self-confidence leading to the overall growth and success of the company via documentation, training, and general motivation of the team members around them.
• Developed templates for internal use and multiple applications, including monthly status decks for managers-direct reports, daily update sheets, and email communications.  
• Standardized on a resource management tool to be used across all projects, maintained client’s needs for communication, and created the ability to assign individuals to multiple projects without requiring additional training.
• Served as the overall project lead for AstraZeneca’s Digital Marketing Solutions Platform (AZTouchpoints), managing five direct reports and advising to an extended internal team of 15 in various capabilities.

Professional Experience

Human Care Systems > Caremetx, LLC. | Boston, MA                                                                                                                                          2021-Present

Sr. Technical Program Manager

• Implemented product for customer’s new drug launch, including email, messaging, telephony and direct mail channels.
• Managed multiple client configurations via AirTable, Postman, Mongo, Periscope, Jenkins, CircleCI toolset.
• Oversaw sprint-based workload via JIRA, working with system engineers, front-end developers, dev ops, quality assurance, and leadership across multiple initiatives.
• Wrote Design Specifications for new business rules and functionality, Test plans for customer enhancements, and appropriate content for Business Rule Documentation, File Integration Agreements, and Data Transfer Agreements across multiple vendors
• Provide technical and business guidance to team  maintaining four programs
• Partnered with Account Management services in deepening relationship with client, including demonstrations, performance improvements, reporting on various metrics, and quality monitoring

CodaMetrix | Boston, MA                                                                                                                                          2020-2021

Sr. Project Manager 

• Developing detailed project plans in collaboration with various teams
• Identifying resource requirements
• Directing and monitoring work streams on a regular basis
• Escalating functional, quality, timeline issues effectively
• Risk identification and management
• Project status communication
• Facilitating kick offs, trade-off discussions, standups and other project meetings
• Lead requirements gathering sessions, project kick offs, trade-off discussions, standups and other project meetings
• Deliver projects on time within budget and scope
• Ownership of JIRA, Aha! and Wrike compliance and ownership

SHYFT Analytics | Boston, MA                                                                                                                                          2016-2020 

Manager, Professional Services 

• Served as the Engagement Manager, Technology Manager, and/or Scrum Master across teams and workstreams. 
• Oversaw technical implementations and development efforts of SHYFT’s SAAS-solution, and transitioned new clients into the subscription workflow, identifying automation and process improvements. 
• Spearhead the expansion work related to client migration of CRM system, working with multiple stakeholders and internal teams as a project manager to execute a multi-sprint development effort.  
• Executed the onboarding of new offshore resources with business analysts within a new partnership with Cognizant.
• Managed the updating and creating of business requirements, JIRA tickets for development, and test plans. 
• Led the development of a team of SQL/Database developers, including hiring, training, coaching, and advising the developer’s career development.
• Collaborated closely with senior leadership to align technical resources across multiple client engagements; accountable for the team’s ability to deliver projects on time and in adherence to the company’s technical standards.
• Build and execute roadmaps to improve the team’s technical and operational capabilities. 
• Served as a Scrum Master for multi-client teams, leading stand-ups, planning, retrospectives, and grooming sessions.

Ultra Testing​ | Boston, MA                                                                                                                                                     2014-2016

Engagement Manager / Testing Manager 

• Operationalized all aspects of the client relationship and team management for QA and Testing work, using US-based remote staff (predominantly adults on Autism Spectrum).
• Led a staff of 20 resources across 50+ projects and 14 clients in 2015. 
• Joined in all aspects of staff management, recruiting, interviews, training, feedback, and mentoring.
• Generated key project documentation, including statements-of-work, change orders, project plans, issues list, risk management lists, status reports, meeting agendas, post-mortem reports, etc.
• Forecasted project and engagement staffing needs in concert with senior leadership for short-term requests and retainer-based engagements.

Digitas Health | Boston, MA                                                                                                                             2000-2007| 2009-2014 

Associate Director​, Technology / Integrated Production                                                                                                 2009-2014

• Assumed role of delivery manager and worked directly with client and external partners in planning, developing, testing, and deploying site updates and sun-setting of a platform that supported up to 7 business units. 
• Executed and documented process improvements that led to the completion of the weeklong offshore development cycle in 4 days through clearer documentation and enhanced off-cycle communications.
• Improved customer support response time from 5 business days to the same day, aligned and balanced shared resources across multiple initiatives by prioritizing with business managers and ensuring suitably skilled employees engaged on projects at critical phases. 
• Delivered process and product training to internal and external team members in 3 locations, increasing the team’s ability to collaborate and ensuring a consistent level of performance. 

Channel Lead​, Site and Sitelet Execution                                                                                                                            2006-2007 

• Directed all activities related to the successful completion of projects in the site/sitelet workstream for multiple divisions of General Motors, Chevrolet, Saturn, Saab, and GM Fleet.
• Led offshore Costa Rican development team (30 – 40 staff) in scheduling, coding standards, and client management. 
• Partnered with execution capabilities, including measurement, operations, SEO, and creative production, providing guidance for continual improvements in site development processes and web operations. 

Senior Analyst – Associate Director​, Technology                                                                                                               2000-2006

• Supervised project scoping and staffing across a variety of capabilities, including creative, user experience,           measurement, and delivery management, as related to http://www.gm.com.
• Produced technical documentation from business requirements and stakeholder interviews, providing an engineering team with a roadmap for building online consumer tools.

One to One Interactive | Charlestown, MA                                                                                                                       2007-2009

Technology Director

• Utilized technology capabilities across all client interactions as the primary point of contact for technology partners and vendors.  
• Established and grew a relationship with CMS partners Interwoven and Ektron through training, exhibits at vendor conferences, and consulting with service groups during sales and implementation phases.
• Managed relationships with outsourced development partners as needed for large-scale projects, ensuring requirements were met on an aggressive timeline. 

Education

Ongoing coursework towards BS in Management | Northeastern University| Boston, MA

 Certified ScrumMaster |Professional Certifications | CSM