CAROL SMITH carol@fossygirl.com
SUMMARY
Senior Technical Program Manager with 15+ years of leadership experience running impactful initiatives in a variety of environments spanning open source software development, multi-national community management, complex data solutions, and groundbreaking network infrastructure builds.
Adept in navigating culturally diverse teams and bridging gaps posed by differences in nationality, spoken languages, philosophically diverse technical solutions, and legal partnerships. Skilled in building policies, processes, tooling, and technical infrastructure with meticulous compliance to the privacy and auditing requirements of complex projects across multiple organizations and communities.
Technically astute and able to smoothly coordinate with technical partners, ask probing questions that illuminate key details, and assure alignment between customers, partners, and internal stakeholders.
PROFESSIONAL EXPERIENCE
MICROSOFT, REDMOND, WA (October, 2023 - Present)
Senior Technical Program Manager, Azure Data
Coordinated and designed the strategy of all supportability efforts to increase customer satisfaction KPIs (CSAT and NPS) and provide high value interactions with the product teams.
Designed, managed, and delivered dashboard telemetry tool enhancements that allowed for clearer identification of the level of customer satisfaction during support interactions.
Identified quantified measurements to gauge the “tone” of customer support interactions and proactively trigger second-level support response when problems were flagged.
Improved the process of ingesting customer feedback data by developing filtering strategies that more clearly identified and categorized themes in customer feedback.
MICROSOFT, REDMOND, WA (February, 2023 - October, 2023)
Senior Technical Program Manager, Citus Community
Coordinated the creation/delivery of technical lab content for Postgres conference workshops.
Developed and produced the monthly “Path To Citus Con” podcast highlighting developers, open source topics, and technical discussion.
Led the diversity and inclusion pillar of Citus Con, ensuring that captioning for videos was included in all sessions of the conference.
MICROSOFT, REDMOND, WA (June, 2017 - February, 2023)
Senior Technical Program Manager, Open Source Programs Office
Co-launched the ClearlyDefined Open Source Software license repository project to provide developers with accurate source code license data for millions of open source components.
Conceived of and administered Azure credits for open source projects, enabling advancements for FreeBSD, ALma Linux, Haskell, Snakemate, Promitor, and many other systems that provide a wider array of open source tools that utilize Azure cloud services.
Managed internal Open Source Champs community.
GITHUB, SAN FRANCISCO, CA (March, 2016 - February, 2017)
Partnership Program Manager, Education
Managed GitHub Student Developer Pack, a suite of tools for 200,000+ international student developers. Engaged with the community at conferences and routinely spoke on education and technology topics important to our message. Supported education initiatives across the company and externally.
Launched 8 new partnerships for Student Developer Pack, benefitting thousands of new students. Handled ongoing relationships for 15 partners.
GOOGLE, INC., San Francisco, CA (January, 2010 – February, 2016)
Program Manager, Open Source Programs Office
Led the world's most respected open source software development programs, Google Summer of Code (GSoC) and Google Code-In (GCI) for 6 years in a row.
Performed budgeting and operations of a globally distributed, multi-million dollar budget, performed public speaking engagements on behalf of the program, and cultivated key relationships in the open source community.
Coordinated hundreds of volunteer mentors and student recipients worldwide. Enabled over 10,000 students to receive paid internships to work on projects that had a benefit to over 650 organizations in the open source community.
GOOGLE, INC., San Francisco, CA (January, 2009 - December, 2009)
San Francisco Engineering Office Program Manager
Managed software development program focused on San Francisco-based projects for over 1,000 employees in the Operations, Engineering, and Product organizations.
GOOGLE, INC., Mountain View, CA (December, 2006 – December, 2008)
Program Manager, Network Deployments
Managed network peering and backbone network projects to support high-velocity network growth for the largest data centers in the world, including projects that quadrupled backbone and network router capacity at Google’s largest sites.
Managed the new deployment of hardware designed to deliver long-haul fiber capacity into Google’s largest green-field data centers in North America.
Coordinated network engineers, network designers, strategic negotiators, global logistics, and data center staff in projects across 6 different major metro datacenters concurrently.
GOOGLE, INC., Mountain View, CA (October, 2005 – December, 2006)
Administrative Assistant
Supported two teams of 100+, including a director and seven managers.
ABE SERVICES, Google, Mountain View, CA (July, 2005 – October, 2005)
Administrative Associate
Supported two teams of 80+. Planned and executed events, assisted in vendor management, and coordinated travel.
EDUCATION
California State University, Northridge: Bachelor of Arts, Journalism (2004)
Emphasis: Photojournalism Minor: English