Heather P.

Experience

• 

  Citizens First Bank

  Technology Applications Officer

  Jan 2025 - Present

  • Directed critical technology applications and ensured stability across the bank's lending systems portfolio, account opening, and commercial services during our acquisition. Prioritized "run the business" objectives to ensure uninterrupted service delivery.
  • Led initiatives to foster stability and engagement within the Application Technology group, cultivating team morale and continuity amidst the evolving organizational structure.
  • Managed the strategic realignment and wind-down of existing projects, efficiently reallocating resources to directly support integration initiatives and ensure a seamless transition.
  • Provided expert technical advisory and facilitated cross-functional collaboration to prepare systems and processes for operational consolidation and strategic alignment with the acquiring entity.
  • Curated essential vendor relationships and managed agreements to ensure continuity of service and support throughout the acquisition process.
• 

  National Park Service

  Information Technology Specialist

  Mar 2024 - Oct 2024

  • Ensure application of information security/information assurance policies, principles, and practices in the delivery of services.
  • Diagnose and resolve problems in response to incidents; and reports, respond to, and resolve requests. Update and maintain problem tracking/ticketing systems to track and identify customer needs, as well as to discuss requirements with the customer to resolve the customer need.
  • Participate in the planning and delivery of a full range of customer support services to the organization. Participate in evaluating effectiveness of customer support services and impacts of proposed IT initiatives to services.
  • Present formal and informal training, guidance, and assistance to customers. Provide routine advice and guidance to customers requesting information on established policy or procedures, including those related to information security/information assurance.
• 

  Salesforce

  Product Manager

  Apr 2019 - Mar 2023

  • Execute discovery work for a product in transition, documenting current state and desired future state to guide the development process.
  • Manage Technical discussions to gain alignment, and act as a gatekeeper & negotiator with our Business & product partners.
  • Develop and manage the product vision and roadmap throughout the entire product delivery process.
  • Lead requirement-gathering, user story creation, user acceptance criteria, prioritization, and execution with cross-functional teams, ensuring consistent communication with peers and leadership.
  • Define and monitor key performance metrics to track product performance while identifying areas for optimization that drive continuous improvement initiatives.
  • Develop and maintain strong relationships with stakeholders and cross-functional collaborators, including product, engineering, design, commercial, and customer support.
  • Prioritize with our business, product, and engineering partners, managing technical discussions to drive alignment.
  • Coordinate and communicate product releases and updates, ensuring timely delivery and smooth deployment.
  • Proactively identify potential risks, dependencies, and mitigation strategies to project timelines or deliverables.
  • Serve as primary advocate for the product, both internally and externally while educating stakeholders and customers about product features, benefits, and value propositions.
  • Conduct market research to understand industry trends, competitive landscape, and customer needs.
• 

  Salesforce

  Systems Engineer

  Apr 2017 - Apr 2019

  • Certified Salesforce Product Owner, served as product owner for the Site Reliability Tools Scrum Team
  • Implemented and maintained enterprise level monitoring, alerting, and reporting solutions
  • Utilized and maintained partnerships with vendors
  • Served as subject matter expert for internal and off the shelf software
  • Facilitated sprint and roadmap planning as Product Owner
  • Interviewed potential employees and made hiring recommendations
  • Onboarded new employees
  • Product Experience
  • Splunk
  • SCOM
  • AppDynamics
  • Refocus
  • Apica
  • Nagios
  • Salesforce internally developed monitoring tools
  • Salesforce badges:
  • https://trailhead.salesforce.com/en/me/heatherbrotherton
• 

  Purdue University

  Systems Engineer

  Dec 2016 - Apr 2017

  • Collaborated with teams to bring service metrics and reporting capabilities into daily operational duties
  • Engaged in complex problem management issues
  • Lead technical troubleshooting efforts
  • Established long term strategic goals
  • Implemented and maintained SCOM, OMS, and SquaredUp

• College of Computer and Information Technology, Purdue University

  Research Assistant

  Sep 2011 - Mar 2014

  • Initiated a relationship with Facebook that led to the donation of over 100 servers and funding for the development of course to support the Open Compute Challenge team.
  • Led and managed the project to install over 100 servers donated by Facebook in an on campus data center.
  • Proposed and led initiative to create the Open Compute Challenge and corresponding course.
  • Proposed and designed energy efficient data center course being presented at Purdue University.
  • Designed energy efficient data center coursework to be presented at West Point.
  • Researched energy efficient data center design and management techniques
  • Researched "cloud" design to exclusively utilize intermittent renewable resources.
  • Mentored master's level students
  • Assisted on Department of Energy Smart Grid grant project and coursework
• 

  Purdue University

  Web Systems Administrator

  May 2009 - Nov 2016

  • Led project definition and design rationale development to meet customer business requirements.
  • Managed full project lifecycles, including planning and execution.
  • Developed and maintained comprehensive administrative policies and procedures documentation.
  • Managed secure access controls for web developers, overseeing development and deployment permissions.
  • Administered web platforms including Apache, WordPress, IIS, and ColdFusion.
  • Performed ETL processes for internal data management.
  • Architected, implemented, and maintained weblog analytics solutions.
  • Contributed to SharePoint training development.
  • Built and configured web servers.
  • Implemented a proof-of-concept Intel data center management product for High-Performance Compute Systems.
  • Initiated mutual aid partnerships with Educause members to establish low-cost business continuity measures.
  • Interviewed prospective interns and provided hiring recommendations.
  • Onboarded new interns, ensuring a smooth transition.
• 

  Purdue University

  Systems Engineer & Web Systems Administrator

  May 2009 - Apr 2017

  • Led full lifecycle system design and implementation.
  • Initiated partnership with Facebook, securing server donations and funding.
  • Administered secure web platforms and implemented enterprise monitoring solutions.
  • Designed and delivered energy-efficient data center coursework.
  • Managed web platforms including Apache, WordPress, IIS, and ColdFusion.
  • Performed ETL processes and implemented analytics solutions.
• 

  Social Security Administration

  Social Insurance Specialist/Site LAN Coordinator

  Apr 1999 - Jan 2009

  • Served as Site LAN Coordinator for my office. My duties included: verifying systems updates, reporting systems problems, changing daily backup tapes, resolving systems issues by making necessary changes on site.
  • Delivered presentations to various special interest groups.
  • Resolved complex issues by balancing competing priorities.
  • Maintained confidentiality and discretion with sensitive information.
  • Interpreted and implemented policy in a dynamic environment.
  • Continuously adapted to new policies, tools, and technologies.
  • Ensured quality standards in claims processing.
  • Collaborated effectively in team settings while also working independently to achieve office objectives.
  • Responded to congressional inquiries, articulated public policy, and prepared fraud cases for prosecution.
  • Served on a board responsible for employee bonus criteria and recommendations.