1. Michelle Graham
Kitchener, ON N2M 1S7
michboeh@hotmail.com https://ca.linkedin.com/in/michellegraham74
519-502-3045
ABOUT ME
Passionate Product Owner with a proven track record of delivering quality software to meet
customer needs while ensuring company goals are achieved. Firm believer in building sincere
relationships across departments and with customers to foster an environment built on trust that
helps during those difficult times when sacrifices need to be made.
Agile Methodologies | Scrum | Requirements Management | Requirements Analysis |
Application Lifecycle Management | Product Management | Software Quality Assurance
PROFESSIONALEXPERIENCE
PTC (FORMERLY MKS), WATERLOO, ON 2011-2016
Product Owner
● Project lead for a 10+ million dollar contract effort with one of the company’s highest profile
customers
o Led and facilitated customer workshops for gathering specific requirements for potential
release deliverables
o Negotiated project backlog with customer to benefit both customer and company
o Communicated project requirements to and coordinated with 3 POs and 5 teams
overseas while additionally serving as PO for 3 local teams to implement on-time release
deliverables
o Coordinated progress updates for all 8 teams and communicated status to executive
sponsors within PTC and with the customer
o Maintained regular communication with customer for continuous planning for future
releases
● Elicited requirements and elaborated on technical solutions from customers
● Created guided presentations to explain the what, why and how of newly developed features,
which included listing the benefits and limitations to help customers decide if, and when, to
implement the features in their environments
● Worked directly with customers to learn the various ways users interacted with the product, and
shared how others did similar tasks, to find a common ground for product improvements that
would benefit all customers
● Championed best practices for writing change requests to clarify customer and product needs
allowing product management to properly assess the requests for fit into a roadmap
● Used previously gained technical knowledge to continue as subject matter expert on a key area
of the product to help with customer incidents or escalations
● Created technical materials used for training for support and the field
2. MKS,WATERLOO, ON 2006-2011
Technical Support Engineer
● Provided telephone and email support for the MKS Integrity suite of products
● Developed, provided and documented solutions and/or workarounds for difficult technical
issues and routine customer problems
● Assisted services field team after hours with several complex customer implementation issues
where more product expertise was required
● On-site technical resource for a sales presentation and demo resulting in the first instance of a
new solution sale to a major customer
● Found multiple critical product defects prior to release when assisting with pre-release testing
● Managed customer requests and weekly meetings, performed on site health checks and
managed customer upgrades, migrations, escalations as a customer advocate for high profile
accounts
● Trained all internal employees, including traveling to Europe, for a product release and created
materials eventually used for external training
● Reviewed existing and new product documentation, identified deficiencies, and provided
technical guidance to correct content and add new content sections
LUTHERAN LIFE INSURANCE SOCIETY OF CANADA, WATERLOO, ON 1998-2005
Document Systems Analyst
● Implemented and supported Mosaic/Calligo Document creation software and online repository
● Researched, developed, and installed document database structure, document programming,
and user training
● Implemented PVCS quarterly and large project promotes of new program code through unit test,
system test, to production
● Maintained DB2 database (DB2 v2.0, 6.0, 7.0 - AIX), made table changes, coordinated
database tasks, and implemented large database file loads
EDUCATION
Bachelor of Science, Cum Laude, Computer Science
University of South Carolina Upstate, Spartanburg, SC 1992-1996
Project Management Fundamentals - Continuing Education Course
University of Waterloo, Waterloo, ON 2006
PROFESSIONAL DEVELOPMENT
Professional Scrum Product Owner I, Scrum.org
Certified Scrum Master, Scrum Alliance
Other Achievements
Two Sport Scholarship Athlete
Named to USCS Hall of Fame
1996 NCAA Woman of the Year - South Carolina
1996 USCS Computer Science Major of the Year
1996 USCS Student Athlete of the Year
National Collegiate Computer Science Award, 1995-96