Technical Program Manager with over 17 years of experience managing all phases of large scale enterprise systems; cradle to grave. More than 15 years of ever increasing people and team management experience, including FTEs, offshore and onshore vendor staff. International experience working in Microsoft UK managing pan-EMEA projects and teams. Specialties: Cross group collaboration & communication, Collection of business & tech reqs, Process development and documentation, People Management & Leadership, Executive & Snr Client level communication, Strong customer focus, Capacity planning, budgeting, forecasting, Analyzing project cost/benefit, Multiple & highly complex project Management, and Design-develop-deploy large scale enterprise systems.

Lead/Group Program Manager @ Manager for technical team supporting numerous Microsoft internet services including: Windows Marketplace, MyPhone, Xbox Live, Windows Games eXperience, Office, Office Live, CRM Live, Video Mail, Portable Navigation Device, plus many more. Owned relationship and engagement with multiple teams and levels of management on operational issues, including: project and release management, technical & design reviews, scalability, architecture, security & PCI compliance, capacity planning, service monitoring, HW procurement & deployment, launch readiness, disaster recovery, and contingency planning. From August 2005 to Present (10 years 5 months) Operations Program Manager @ Single point of accountability between MSN Operations and multiple Microsoft business groups. Drove operational requirements upstream within PG to design and improve service availability, scalability, efficiency, reliability, and stability. Funneled business requirements back into the ops teams to meet business requirements and improve the overall service(s) provided by operations. Responsibilities included: service arch/design, supportability, capacity planning, forecasting, budgeting, HW procurement, deployment/ release management, technical design review, security and PCI compliance, monitoring & reporting, launch readiness, contingency planning, and end to end service ownership. From November 2001 to August 2005 (3 years 10 months) MSN EMEA Production Team Mgr (Microsoft Ltd London) @ Managed a technical team of engineers and developers. Team provided 7x24 live site break/fix support to the MSN EMEA region consisting of 16 portal sites in 14 languages. Worked closely with EMEA management teams and staff to centrally develop bespoke applications, tools, and content. From October 2000 to November 2001 (1 year 2 months) Operations Manager - MSN Service Operations Center (SOC) @ Responsible for monitoring and administration of thousands of globally distributed servers that hosted Microsoft’s internet presence. Primary duties included: technical troubleshooting, system engineering, and personnel management. Resolved issues with hardware, network, OS, platform, access, and content. Additional responsibilities involved mentoring, process & procedure development and documentation, hiring, training and evaluation. From March 1999 to October 2000 (1 year 8 months) Crisis Manager - DCAC/MRM @ In charge of timely restoration of the worlds largest airplane manufacturers customer community during the implementation of an ERP system (BAAN) in a client/server environment. Responsible for orchestrating resolution of all multi-user issues escalated by Level 2 Analysts. Trouble shooting and diagnosis of issues with: Network outages, system performance, capacity, access, and integration problems. On site lead during cutover phase ensuring smooth transition to new software systems. Addressed application and process issues acting as interface between implementation team and factory management. Provided end user training and support in preparation for cutover and throughout stabilization period. From September 1996 to March 1999 (2 years 7 months)

MBA, IT Management @ Western Governors University From 2009 to 2010 BA, Communications @ University of Washington From 1987 to 1991 Charles Svedberg is skilled in: Budgeting, Capacity Planning, Customer Focus, Forecasting, Process Development, Business Relationship Management, Organizational Leadership, Program Management, Analysis, Microsoft Office, Change Management, Release Management, Process Improvement, Leading Cross Functional Teams, Communications Strategy