Timothy O. Jarrett

781-646-6426 (H), 617-671-9588 (M)

e-mail: tjarrett@alum.mit.edu

Word version of resumé

Summary

• Product management: Deep experience in managing product requirements, market analysis, product adoption, and integrating with product development organization.
• Solution Concept to Execution: Unique competency in translating business issues into customer solutions including opportunity identification, requirements development, software development management, delivery, support, and analysis.
• Innovative Application of Technology: Unique capability to understand capabilities of technology to solve a particular business problem or create business opportunity.
• Product development: Full lifecycle experience in scoping, designing, developing, deploying, and supporting enterprise scale business application and business intelligence software, using both waterfall and iterative development methodologies.
• Teaming and collaboration: Specialize in creating cross-functional, cross-organizational teams with the customer to identify, prioritize, and design solutions for business requirements.
• Strong quantitative analysis skills to lend insight to highly ambiguous and sensitive business problems.
• Strong project and team management skills on highly complex projects with rapid results.
• Advanced communication skills across all media: email, issue papers, presentations, web content.

Education

MIT Sloan School of Management: MBA, New Product and Venture Development, June 2002

University of Virginia: BS, Physics, June 1994

Work Experience

iET Solutions LLC, Framingham, MA (April 2005-present)

Director, Product Management

• Director, Product Management for Enterprise Technology. Launched two new (1.0) products in IT Service Management market: iET CMDB Discovery 1.0 and iET CMDB Intelligence 1.0. Successfully managed OEM relationship with external software provider. Managed multiple releases of existing software technology, including two major releases, iET ITSM 4.0 and iET Enterprise 10.0. Drove market requirements and strategic planning for major overhaul of the iET Solutions Enterprise Technology Platform, rearchitecting around web services standards and the Microsoft .NET Framework. Managed the iET Solutions North America Presales Solution Consulting team and provided deal support. Managed analyst relationships with Gartner, EMA, Butler Group, and Forrester, leading to iET Solutions’ inclusion in Gartner’s 2007 Magic Quadrant for Services Desk. Frequent speaker at ITSM conferences and on web seminars about ITSM and ITIL. Published in SupportWorld.

Microsoft Corporation, Redmond, WA (July 2002 – October 2004)

Lead Product Manager, Communities, Microsoft.com (April 2004 – October 2004)

• Lead product manager for Weblogs and metrics. Launched Microsoft.com Blog Portal, central resource and syndication services for Microsoft employee weblogs (http://www.microsoft.com/communities/blogs/). Led planning efforts to identify success metrics in customer satisfaction, reach, and adoption, as well as defining competitive intelligence strategy and authoring requirements for measuring customer online behavior in communities. Defined strategy and product plan for measuring RSS reach and usage.

Lead Product Manager, Business Intelligence, Microsoft.com July 2003 – April 2004

Product Manager, Media Analysis, Microsoft.com December 2002 – June 2003

• Lead product manager for new Web business intelligence tool planning and adoption. Successfully drove consensus on business needs across diverse stakeholders, including product teams, geographies, and functional areas. Led planning efforts on major revision of internal BI toolset, including identifying competitors, feature gaps, customer pain points, and defining market positioning, communication strategy, and critical business requirements. Launched two new internal BI tool solutions to provide real time decision support that enable precise focused response to identify and address customer pain during emergencies such as virus outbreaks. Led effort to develop training strategy and curriculum for full array of available data warehouses and analytical tools.

Business Development Manager, Microsoft.com July 2002 – November 2002

• Drove standards for inclusion of partners in on-line promotions on Microsoft.com. Managed on-line promotion of hardware and software partners for on-line Tablet PC launch experience. Led creation of online purchase experience for buying Microsoft Office on a new PC.

Microsoft Corporation, Summer 2001

Strategic Planning Intern, Microsoft.com May 2001 – August 2001

• Developed strategic approach for improving Microsoft customer satisfaction by engaging third party technical communities on Microsoft web properties. Defined value proposition and desired user experience. Identified business development opportunities and coordinated with other Microsoft groups to develop business development plan for successful engagement with key third party communities.

American Management Systems, Fairfax, VA July 1994 – July 2000

Principal December 1997 – July 2000

• Lead technical architect on a $3 million software upgrade development project for two major government clients. Worked closely with client, project management, requirements analysts, test analysts, and technical support staff to design key software features and technical frameworks.
• Requirements Manager. Facilitated Joint Application Development process with client to analyze client business needs, identify system requirements, and design software solutions. Managed software design and technical architecture of large complex system, using project management and planning skills to minimize development time and maximize client acceptance.
• Technical Support Group Manager. Focused team on rapid troubleshooting and resolution of client issues. Reorganized and staffed technical support team, integrating it with larger customer support group. Developed support policies and Quality of Service agreements. Reduced average work backlog from 30 days to 0.5 day. Worked with customer support group to identify and provide customer self-help mechanisms through knowledge base. Performed root cause analysis of recurrent support issues with development, deployment, and client management teams. Identified software performance issue and provided solution that improved performance more than 10,000%, ensuring software operational acceptance by key clients.
• Software Design Manager. Led team of eight analysts in detailed system design. Worked with client through joint design sessions to refine requirements. Analyzed client needs for external system interfaces and data replication. Wrote winning technical and cost proposal for $1.2 million follow-on development contract.

Business Systems Analyst July 1994 – December 1997

• Deployment Manager. Managed team of three technical and functional analysts in modernizing DOD acquisition process for ~$350 million program to modernize the U.S. Department of Defense acquisition process at 20 installations worldwide, including central planning of all Marine Corps deployments.
• Development Team Leader. Managed team of five developers in implementing new software functionality. Designed and implemented key additions to software framework, including implementation of document security model. Improved software performance to eliminate transaction management bottlenecks, reducing technical support call volume by 10%. Mentored developers and maintained project schedule. Development of new version pivotal in securing $350 million in revenue, ten year contract to deploy Standard Procurement System across entire US Department of Defense.
• Software developer. Lead developer on object-oriented design and development of workflow desktop software that formed basis of Procurement Desktop - Defense software package.

Publications

• “CMDB in 5 Steps,” SupportWorld, September/October 2007, pp. 22 ff.

Technology and Software Skills

Applications: Microsoft Office, Project, Access, Visio, Expression Blend, Rational Rose, Adobe InDesign.

Database Management Systems: Microsoft SQL Server, Sybase SQL Adaptive Enterprise Server, Sybase SQL Anywhere.

Programming and Markup Languages: SQL, HTML, CSS, XSLT, AppleScript, SOAP, XML-RPC, RSS, PowerBuilder.

Working knowledge: Web services, Information technology security issues, Data warehouse design and analysis, Data mining techniques, algorithms, and methodologies, Quantitative and qualitative market research, Object oriented software design (UML), XML, Weblogs and authoring systems, Content syndication via RSS and ATOM