LANCE M.

SILVER
27032 SE 154thPlace, Issaquah, WA 98027 lancesilver@hotmail.com (425) 941-9184

Program Manager (PM) Professional Skills Summary:

Obsessive dedication to ensuring unreservedly joyful customer experience Understands complex technologies and able to communicate technical solutions with non-technical stakeholders. Go-to person for establishing, repairing, and maintaining relationships across groups Demonstrated ability to work in a fast-paced, ambiguous environment while prioritizing and managing multiple responsibilities Laser-focused on timely completion of objectives in fulfillment of customer needs

Professional Experience: 2010-Present Amazon.com, Seattle, Washington

7/2010 to Present: Senior Technical Program Manager and Technical Writer III. eCommerce Platform Services (eCPS) team. Responsible for defining information architecture; establishing workflow process and engineering-documentation best practices; creating templates and maintaining style guidelines; defining requirements and managing development of new open-source-based content management, authoring, publishing, and presentation system; technical editing and writing of documentation for RESTful e-commerce web services platform.

1998-2010 MICROSOFT Corporation, Redmond, Washington

1/2010 to 6/2010: Technical Program Manager III. Acro Services Corp (Microsoft). Windows Protocols UA Build and Engineering (ProtoBET) team. Responsible for enhancing processes, automation, and developing user and test verification tools to support the companywide Interoperability documentation programs in compliance with US and EU requirements. Primary point of contact with partner teams, such as Exchange, SQL, and Office. Key Accomplishment: Successfully managed high-visibility complex documentation release on an emergency fill-in basis during first week with the team. 8/2009 to 1/2010: Technical Program Manager III. Acro Services Corp (Microsoft). Live Search (Bing) team. Responsible for incubation, design, partner development, and project management for search ecosystem. Designed new search display experience for news content. Analyzed requirements for migration of Yahoo! data store and third-party developer tools. 7/2005 to 3/2009: Program Manager II. MSDN and TechNet Product group, AKA Server and Tools Online Services Infrastructure. Responsible for gathering requirements, designing, writing functional specifications, planning,

identifying and mitigating risks, resolving critical issues, driving web development projects from beginning to on-time delivery end, ensuring effective communication with international representatives in the field before, during, and after the release, sustaining partnerships and maximizing operational efficiency and customer satisfaction post-release. Key Accomplishments: Awarded Gold Star Bonus in 2007.Provided to the top 1-2% of employees worldwide. Developed from scratch the Premium Subscriber Control, which doubled within 1 month the online orders of TechNet subscriptionsa multi-million dollar business. Redesignedthe user interface for subscriber downloads, resulting in significant positive feedback from customers. Coordinated with functional departments throughout the organization, including engineering, international business development, customer service and support, and operations to ensure reliability and quality of global website. Worked across divisional boundaries to problem-solve technical dependencies and timeline issues. Pioneered process for gathering design input and feedback from customers. Consolidated into one TechNet Library all of Microsofts technical documentation for IT Pros, which made it easier for customers to find content, easier for content teams to link content that was previously maintained in silos, and easier for the infrastructure team to support publishing and rendering. Managed creation of a self-publishing system for the MSDN and TechNet Publishing System, which included implementation and documentation of a support system that reduced by 90% the involvement of the engineering team. Created, implemented, and documented what became the template for supporting new web applications by MSCOM. Independently managed for 2 years the platform associated with delivering the on-line benefits of a $500M per year subscription business, which included Passport authentication, SQL Server database, middle tier business logic, C# and ASP.NET components. Launched the TechNet and Expression Subscription Benefits portal in 11 locales, consolidating the Subscription Benefits Portal into a single codebase for consistent look and feel, extensibility, and easier maintenance. 4/2000 to 6/2005: Program Manager and Lead Programmer-Writer. Windows Client SDK team. Responsible for leading, planning, coordinating, and driving releases, measuring and reporting quality metrics, and coordinating with partners. Directly and indirectly supervised programmerwriters and technical editors.Coordinated multiple documentation projects simultaneously negotiating deliverables and priorities in accordance with legal requirements, resource and time constraints while focusing on developing content that delightedinternal and external customers. Balancedsupport for current products with work on the next version. 6/1998 to 3/2000: Programmer-Writer. S & T Onsite (Microsoft). Responsible for authoringSDK documentation for Microsoft Internet Explorer. Tested and wrote code samples. Wrote API reference for Internet Explorer programming elements.Wrote overviews, tutorials, and other conceptual content aimed at educating developers implementing new web technologies. Worked in HTML and XML authoring environments. Assisted with

development and testing of XML schemas and XSLT templates, and tools for authoring, building, and publishing SDK documentation.

1996-1998 Boldrey Valuation Advisors, Bellevue, WA

9/1996-6/1998:Commercial Real Estate Analyst, Appraiser and Consultant. Network and Database Administrator, PC Coordinator. Managed residential real estate appraisal business. Appraised residential, commercial and agricultural properties throughout Washington State. Researched market sales data and income characteristics using multiple database applications. Developed customized ad hoc queries.Consulted on viability of financial investment opportunities for individuals and business entities.Visited customer homes and investment properties to inspect sites and building improvements. Surveyed and analyzed local and regional economic and development trends. Interpreted, calculated and reconciled property values. Organized, wrote and edited multivolume narrative reports.Trained new hires. Set up Win95 network. Maintained databases. Trained computer users. Troubleshot systems.

1993-1996 Bank of America, Bellevue, WA

9/1993-8/1996:Assistant Vice President/District Manager. Managed district appraisal office. Responsible for appraisal report quality and accuracy, customer service, turnaround times, productivity and profitability. Supervised commissioned and salaried appraisers, clerical personnel. Concurred with final value estimates on highly complex appraisal assignments. Investigated and resolved customer complaints pertaining to valuations. Liaison with upper management, service partners and bank customers. Evaluated new software applications. Maintained electronic data services, Novell LAN with desktop and laptop computers, digital cameras. Administered bank policy. Key Accomplishment: Achieved Number One customer service ranking in Washington State during first year of management, number six nationwide.

1986-1993 Silver Appraisal Service, Gardena, CA

8/1986-8/1993:Sole Proprietor. Independent Real Estate Appraiser. Wrote and edited residential, residential income and commercial real estate appraisal reports. Responsible for production and marketing, finance and technology.

1987-1989 Fidelity Federal Bank, Los Angeles, CA

Senior Appraiser. Valued single-family residential and residential income properties up to fifty units.

1983-1986 Home Savings of America, Beverly Hills, Buena Park, Downey, Lakewood,
Los Angeles, and Torrance, CA. 3/1983-8/1986. Chief Appraiser. Managed appraisal department. Supervised and trained staff- and trainee-level appraisers. Wrote and edited appraisal reports. Responsible for accuracy and quality of appraisal reports. Final authority on all valuations in the Conventional Loan Department, including REO's, bankruptcies, legal and insurance appraisals.

Key Accomplishment: Achieved Number One turnaround time in the company (customer service goal).

Education:
Bellevue Community College, Bellevue, WA AA in Information Technology--Client-Server VB Programming Certificate in C/C++ Programming President's Honor List, Phi Theta Kappa, National Dean's List 3.99 grade point average University of Southern California (USC), Los Angeles, CA Bachelors studiesEngineering and Economics (non-matriculated) Santa Monica College, Santa Monica, CA AA in Liberal Arts, with concentration in Economics

Technical Skills (Keywords):

Proficient or familiar with the following technologies, programming languages, tools, applications, operating systems, concepts, and methodologies: HTML ASP REST Visio Windows PMP SCRUM/Agile Program Manager DHTML .NET Java MS Project Linux SharePoint Waterfall Project Manager XHTML SQL Visual Basic (VB) Visual Studio Data structures MySQL Support Technical Writing CSS XML C/C++/C# TFS Algorithms Apache TAM DOM Web Services MS Office Source Depot Design patterns PHP PM/TPM