Heather Phagan

About







Heather Phagan


I am a product strategist with over 13 years experience leading teams and delivery of innovative customer-focused solutions. I use product vision and strategy to guide product development, align stakeholders, and motivate teams to
perform efficiently and deliver high value outcomes. I lead through teamwork, strong communication, continuous improvement, and mentorship. 

Two of my greatest passions are solving problems and helping people. My work with products allows me to both and positive influence people’s lives. 

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How I Can Help


Key areas I can contribute to an organization’s success.







Product development & launch







strategic planning







Technology innovation







Competitive Research & Analysis







leadership







Customer experience







training & mentorship







Process improvement




Let’s talk about how I can help your organization.


Contact Me




Professional Experience


Technology positions I’ve held since finishing school.




Software Product Manager


2018 – Present


Extron creates commercial AV hardware and software that allows organizations to use audiovisual technology for high quality, immersive experiences. I product manage the strategy through launch and maintenance activities for the Accelerators
and Interface Designer next generation teams. 



Details

  • Created and led the next gen AV control software product vision and strategy to demystifies AV and allow novice AV users to implement AV control systems.


  • Delivered to market new AV Accelerators increasing customers’ preference to use Extron control.


  • Maintained a product roadmap, strategy, features, and implementation for 2 product teams.


  • Implemented agile (Scrum) team practices empowering team to continuously improve


  • Mentored product managers on creating product strategy, agile development, and cross-functional collaboration.




Technical Product Manager


2017 – 2018


Laserfiche is an enterprise, B2B content management and business process automation platform. I product managed the strategy through launch and maintenance activities for the Case Management and Data Management platforms.



Details

  • Released a SaaS Case Management and Data Management platform to fill critical gaps in Laserfiche’s BPM offering


  • Maintained a product strategy, vision, and outcome-based roadmap that guided the development, marketing, and sales efforts.


  • Collaborated with stakeholders, conducted customer and market research, and analyzed data to define features and manage priorities.


  • Implemented Scrum and served as a scrum master to improve the team’s performance through agile practices.


  • Partnered with the design team to establish an agile design process that improved design quality and collaboration.




Product Manager / Cloud Solution Analyst


2013 – 2017


Hyland Software is the developer of OnBase, a content management (ECM) and process automation software platform. I managed the architecture for the OnBase cloud offering; enhancements to the cloud platform; implementation and maintenance
of supporting products; and intra and interdepartmental processes and systems.



Details

  • Quarterly released features for a cloud administration portal that increased usage over 300%.


  • Launched new SaaS products and enhancements that increased user satisfaction with the Hyland Cloud.


  • Architected, designed, and tested applications that increased reliability and performance of cloud services.


  • Served as a technical strategist for cross-functional projects which improved the success of strategic cloud projects.


  • Implemented new processes and technology and enhanced the change management system to reduce overhead and make employees more effective.




Senior Technical Support Analyst


2006-2013


Hyland Software is the developer of OnBase, a content management (ECM) and process automation software platform. I managed support operations and development of the Fujitsu network scanner integration; established the London technical support
office; and served as a senior escalation point for critical support issues. 



Details

  • Managed the roadmap and releases for the Fujitsu network scanner integration.


  • Established a support team and a change management process that reduced support request time to 1 day.


  • Established and managed the London technical support team which improved European satisfaction with support.


  • Developed new standards for managing issues that increased hosted customers’ satisfaction with support and reduced support time by 50%.




Lead Technician


2004 – 2006


InSite Support provides third-party internet technical support to ISPs across the nation. I led support operations for tier 1 and 2 technicians; served as the senior escalation point for issues; and managed WildBlue troubleshooting procedures. 



Details

  • Created training and troubleshooting procedures that improved the quality of support for WildBlue customers.


  • Coordinated 25 tier 1 and 2 technicians and ensured adherence with best practices to provide superior customer service.


  • Led escalation of issues to internal and external parties and resolved ISP and customer concerns.




Skills


Professional skills and knowledge I bring to any role and can teach to others.



Soft

  • Cross-functional collaboration


  • Leadership


  • Analytical thinking


  • Flexibility & adaptability


  • Storytelling


  • Goal-oriented


  • Decision-making



Product

  • Product vision and strategy


  • Product roadmap


  • User requirements


  • Prioritization


  • Release management


  • User research


  • Customer empathy



Product Types

  • SaaS / Cloud


  • Web software


  • Desktop software


  • Mobile application


  • Hardware



Industries

  • Education


  • Financial Services


  • Commercial


  • Government


  • Healthcare



Applications

  • Jira & Confluence


  • Azure DevOps (TFS)


  • Aha


  • UXPin


  • MIro


  • VMWare


  • SQL Server


  • Oracle


  • Windows Server


  • OnBase


  • Laserfiche



languages

  • HTML


  • CSS


  • JavaScript


  • SQL