PIAGET K. JENKINS

Director of Product, SANS Security Awareness

• Responsible for the security awareness product vision, development, and execution end-to-end. Wrote all platform/awareness content, and phishing product requirements. Authored 2019/2020 product roadmaps, milestone and release plans, competitive analyses, parity matrices, and workflow diagrams. Also responsible for departmental enablement efforts within the business unit, and go-to-market activities; leading fully remote teams in multiple time zones spanning the U.S. and Europe.
• Lead product development efforts for a new custom-built SaaS LMS & phishing platform (shipping Q1 2020) designed to replace two legacy products, regain market share in the Gartner magic quadrant, while simultaneously saving the company 300k + per year in operating costs.
• Worked jointly with business leadership to build new pricing and e-commerce strategy, including customer migration planning for the new security awareness platform.
• Lead all UX research efforts, including advisory board recruitment, management, test plan creation, and session execution. Worked side by side with UX design at both sprint and project level, ultimately establishing a dual-track strategy, ensuring success through cycles of testing, prototyping, and design iteration before development.
• Pioneered agile strategy throughout the business unit, leading transformation into a technology-forward shop by instituting best practices, adopting industry-standard tools, agile processes, agile ceremonies, establishing working agreements, JIRA workflows/optimization, and SDLC training/management for the business unit.
• Managed stakeholders from all levels, including reporting directly to C-suite executives through a variety of presentations, routine updates for multiple levels of the organization, and customer events and conferences.
• Implemented product management as a discipline within the business unit, educating and establishing new processes fostering greater communication and efficiency.

Skills/Tools: JIRA, Confluence, Slack, Trello, Salesforce.com, Balsamiq, Adobe Sketch, Splunk, Swagger.io, Usertesting.com, Validately.com, Git/Github/Bitbucket, MS Exchange, MS Office 365, Agile Methodology, Scrum, SaaS, Windows, macOS, iOS, Selenium, HTML, JavaScript

Technical Product Manager - Digital Products Group

• Lead TPM for $22M SaaS Connect2 program that spanned 26 projects across the organization. Defined and wrote product requirements, user stories, user flow diagrams, project charters, PRD’s, documentation, 
  competitive analyses, roadmap/cycle/release planning, and more. Responsible for the vision of the product through the full SDLC, including user research, prototyping, and visual design.
• As lead TPM, successfully launched the Connect2 product into the market, supporting 24k educational 
  institutions worldwide, and 13.2 million users.

• Simultaneously led between 2-3 geographically diverse agile development teams, building full-stack software products. Acted as lead TPM for the product team assigned to the program, providing stakeholder demos, agile/scrum leadership, and facilitating communication throughout all levels of the organization.

• Led agile teams in backlog grooming, sprint planning, feature prioritization, user accessibility, UAT, and deployments, while managing multiple projects through various levels of the immediate and greater organization.

• Shipped both internal and customer-facing products/feature releases for Mcgraw-Hill Connect, Connect2, 
  Connect Math, ConnectED, and ALEKS platforms

Skills/Tools: JIRA, Confluence, Hipchat, LogCount, Tableau, Axure, Invision, Swagger.io, MS Office, MS Project, MS Visio, MS Powerpoint, Agile Methodology, Scrum, SaaS, Selenium, Windows, macOS, HTML, JavaScript

Product Manager - Lowermybills.com

• Accelerated annual revenue over $55M and monthly users over 6M by managing product optimization and new product initiatives for lowermybills.com including; defining and writing product requirements, user stories, case studies, market / user research, and competitive analyses. Influenced product enhancements by working with the development team and cross-functional groups to test and launch enhancements to existing products.

• Doubled revenue in a 6-month period by launching new Home Improvement, Discover Card and Solar products leads and advertising clicks costs per click (CPC).

• Led sprint planning, product backlog prioritization, features, defects, tests, and maintenance tickets, achieving strategic business goals for the lending product.

• Acted as product owner (local and offshore) with Front / Back end development teams, working closely with QA teams, ensuring maximum efficiency and acceptance criteria were met before each deployment.

Skills/Tools: JIRA, Confluence, MicroStrategy, MS Office, MS Project, MS Visio, Agile Methodology, Scrum, Windows, Product Marketing, Affiliate Marketing, Compete (Digital Marketing Optimization), A/B tool, Traffic Segmentation, Design Mockups, HTML, JavaScript

Partner Support Manager - Product Owner

• Operated in multiple roles of support, product, and sales enablement for SendGrid’s SaaS email platform by chartering a new California support team, which was the highest performing for support and sales enablement, resulting in high volume client onboarding, increased retention and Net Promoter Scores (NPS).

• Obtained 15% user retention increase by implementing Full lifecycle initiation, including product marketing, documentation, blog, training, management, and release for the Code Workshop application (sendgrid.com/docs).

• Onboarded over 16 new employees by providing product training for internal organization (sales, engineering, support, clients) and directed a global team of 25 to support a growing user base of more than 15K customers in a 24/7 operation.

• Established the California based support department, leading a team of 5 engineers and monetizing efforts by instituting a new revenue stream of paid support.

Skills/Tools: Mac OS X, Scrum, Agile Methodology, Linux Ubuntu, SendGrid Email Infrastructure, SaaS, Google Apps, Salesforce, MySQL, Email Marketing, Wordpress, Zendesk, SnapEngage, Splunk, DNS, Wordpress, TCP/IP, WireShark, Camtasia, GIT, JIRA, Zuora, PHP, Ruby, Javascript, Postfix, HTML

Software Support Engineer - Presales Engineer

• Built solution assurance processes, documentation, communications, and policies, resulting in identifying and collecting over $200K in lost renewal revenue, while simultaneously maintaining a 95% renewal rate.

• Created 50+ product video demonstrations for the online learning management system, including the RES Software Prometric examinations.

• Established successful U.S. support department by training new departmental hires on assurance solutions, cultivating and fostering relationships with Value Added Resellers (VAR), Managed Service Providers and partners, evaluating needs, facilitating installations and guaranteeing satisfaction.

• Attained new customers in key verticals by implementing; sales support, pilots, proof of concepts, webinars, VAR implementation projects, and product demonstrations.

• Effectively contributed to all aspects of product sales cycles including relationship management, presentations, information/requirements gathering, solution design, and project planning.

• Conducted on-site and remote product trainings and software demonstrations, effectively contributing to sales cycles and relationship management.

Skills/Tools: Windows XP, Windows 7, Windows Server 2003/2008, Networking (Windows 2008/2003/Citrix/ESX), Microsoft Exchange 2008, Citrix Xenapp, Xendesktop, Xenserver, VMWare ESX Server/ESXi/Workstation, VMWare View, Thinapp, Salesforce, Active Directory, RES Workspace Manager, RES Automation Manager, RES VDX, Microsoft APP-V, Remote Desktop Services, SQL 2005, VPN, SonicWall Firewall, Managed switches, VOIP, DNS, DHCP

Technical Support Specialist – Systems Administrator

• Delivered comprehensive technical support to over 120 users across the country. Administered the company’s infrastructure and network covering 9 servers (Domain Controllers, Print Server, File Server, Terminal Server, Remote Servers, IIS Server, Document Storage, BES, and Exchange Server), running MS Server 2K3, as well as printers, copiers, fax machines and phone system including procurement, installation, maintenance, inventory, and disposal.

• Acted as interim-IT Director, developing and implementing IT policies and procedures and assisting with growth strategy, budgeting, and planning.

• Liaised with vendors to ensure best product pricing and support.

Skills/Tools: Windows Server administration (Domain Controllers, Print Server, File Server, Terminal Server, Remote Servers, IIS Server, Document Storage, BES, Exchange Server), Windows XP, Windows Vista, Windows Server 2003, Networking (Windows), Microsoft Exchange 2003, Active Directory, TCP/IP, Managed switches, DNS, DHCP

Anaheim, California

Santa Barbara, California