David D Hammond

Experience

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  CDI

  Aug 1998 - Mar 2000

  Contract employee working at Intel

  Technical support for Intel branded hubs, switches, routers, print servers, network adapters, and video conferencing products.

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  Intel Corporation

  Mar 2000 - Jul 2024

  David was the lead product owner for an agile persistent team leveraging SAFe (scaled agile framework) to deliver solutions in support of Intel's global salesforce and processes. David focused on solutions and enhancements within the Salesforce platform that delivered improved seller productivity and scale, including integrating Outlook with Salesforce, sales pipeline management, sales content integration, LinkedIn Sales Navigator, customer reference management, evaluating new Salesforce features and capabilities, process optimization, and similar.Upon identifying significant legal and privacy compliance concerns with an application for which Intel had already signed an annual contract, David worked with Intel’s Privacy, Legal, and Cyber Risk Management teams, raising the concerns to Intel’s Chief Privacy Officer and the vendor’s Chief Tech Officer for Security, their VP of Sales Cloud Product Mgmt., and their Sr. Director for Security and Compliance. After months of negotiations, the vendor was unable to remediate the concerns and Intel didn’t deploy the paid-for software, earning David his third Intel Ethics and Compliance Excellence award - the first person at Intel to earn the prestigious award three times. Show less Technical owner for Intel's implementation of a major SaaS events and tradeshows management platform (Cvent), primarily focused on ensuring compliance with Intel's Privacy and Information Security policies and best practices and applicable laws from around the world. This work resulted in his team winning the prestigious Ethics and Compliance Excellence Award for 2018.Provided analyst support for Intel's implementation of a SaaS marketing automation platform (Eloqua), focused on creating a unified data model that reconciled the inherent conflicts in upstream data sources as well as supporting Intel's Account Based Marketing efforts. Show less As part of a rotation opportunity working in business operations embedded IT, David served as Sr. Product Owner for a custom contract lifecycle management application. Collaborating with business, IT, legal, and global sales stakeholders and reconciling their often disparate priorities and enhancement requests, the effort culminated in a major revamp of the tool architecture and its backend data model. The immediate results were performance improvements, a simplified and more consistent user experience, a dramatic reduction in technical debt, and the project team winning the prestigious Ethics and Compliance Excellence Award for 2017. More than 5 years later, the service-oriented design of the refactored application continues to enable this tool to serve the global needs of Intel and its contract lifecycle management. Show less David was the Chief Product Owner and Technical Project/Program Manager in Sales and Marketing IT responsible for the B2B secure content pipeline. David had two key responsibilities. (1) Migrating customer master data from a custom database to a Salesforce.com-based solution - a particularly complicated endeavor due to the fundamentally different data models involved. The stakes were high given the customer data represented key individuals and companies who directly impact tens of billions of annual revenue. (2) While simultaneously migrating this critical customer data, the entire suite of custom tools used by these key customers to access "secure" content (e.g., technical content only available under NDA) needed to be refactored to migrate off of outdated .NET code and discontinued OS and database versions as well as transition to an API-based model to enable interaction with a new access and entitlement solution.The multi-year effort, which involved >200 team members from around the globe, launched almost perfectly, with less than 4 hours' customer downtime and zero escalations from the global salesforce. Migrating off of the discontinued software platforms saved Intel over $5M per year in extended support contract costs.David's leadership on this project earned him two "Exceptional Achievement" (major division impact) awards and an "Exceptional Above and Beyond Achievement" (major impact to the company) award. Show less As the result of a reorg, David joined the program team responsible for delivering salesforce.com CRM to Intel's Sales and Marketing Organization. David's primary focus was on consumer and channel support (also known as post-sales support), ensuring an effective and efficient transition from the existing on-premise SAP-based CRM solution to salesforce.com's cloud-based service cloud solution. As the lead business analyst, David was responsible for ensuring that all functional areas worked together seamlessly to provide a cohesive design that delivered all necessary business functionality. As the process lead, David guided his consumer and channel support business partners in the Sales and Marketing Organization towards industry-best-practice processes which aligned as much as possible with out-of-the-box salesforce.com capabilities. Show less David was the IT representative for post-sales support in the Cloud CRM RFP process. He partnered with representatives from pre-sales support and business partners to create a detailed list of requirements and scoring criteria. David participated in multiple rounds of scoring of vendor responses and conducted deep dive reviews. When the team ultimately selected salesforce.com to transform Intel’s CRM processes and tools, his contributions provided confidence that the best decision was made.David worked with The Wharton School to facilitate a Field Application Project, writing and analyzing the results of a survey sent to 3000 pre-sales stakeholders across Intel. That analysis defined the next few years’ focus for pre-sales support tools.While providing sabbatical coverage, David joined an inflight project to enable consumer webticketing and used his attention to detail to identify numerous technical gaps with the planned deployment. David worked across IT groups to develop a solution to transition from the legacy email webform tool to webticketing without customer impact, including working with worldwide product support engineers to identify and resolve numerous data quality issues. David’s efforts directly contributed to the successful deployment of the solution and resulted in his being awarded a Division Recognition Award.Also as part of the sabbatical coverage, David joined a team trying to deploy an eGain-based knowledge management solution. David served as an embedded scrum coach, which morphed into a full time ScrumMaster role. He brought focus to the team, developing a single stack-ranked list of unified requirements to which the team could execute. David’s get well plan included working with production support to enable effective and scalable L2 support, defining a systematic and sustainable approach for responding to the tool’s numerous production outages, and prioritizing the paydown of significant technical debt. Show less A one year rotation to Intel Media.David leveraged his extensive customer support business process and tools knowledge to deliver detailed business requirements to Intel Media’s AudienceCare team for their implementation of Salesforce.com, establishing himself as a knowledge expert for business colleagues as well as internal and outsourced technical teams. David also facilitated the Intel Media team’s own elucidation of requirements and implementation of scrum development processes. David’s work supported the release of a ~3000 user beta test of Intel Media’s prototype STB and digital streaming service.David capitalized on his position as a neutral, trusted advisor to Intel Media to influence the engineering team to adopt Intel’s proven BKM-based design, integrating with Intel’s systems of record. David did this by navigating the organizational dynamics, identifying pockets of entrenched resistance, and then using data and reason to demonstrate how his proposal best met the business and technical needs of the organization. In David's role as the Scrum Product Owner for the logistics team, David provided structure and created the action plan the team used to move from relative chaos to a functional, integrated, and enterprise-scale solution for forward and reverse direct-to-consumer logistics. Show less David was an analyst on the team responsible for replacing Intel's PeopleSoft CRM-based solution with an SAP CRM-based solution for Intel's customer-facing call centers worldwide; once completed, the team then replaced Intel's custom-built OEM/ODM/ISV customer support tool with an SAP CRM-based solution. David had multiple responsibilities, including data migration, product master data, web portal, UI, and a major focus on email capabilities, both agent-facing and automated notifications.Leveraging his legacy technical & business process knowledge & expertise, David lead the email capability efforts. By engaging with worldwide stakeholders, documenting requirements and use cases, David ensured EIM provided the necessary capabilities to enable Intel’s contact centers to provide support to Intel’s customers via email. David championed an innovative testing methodology to test production volumes of emails in a preproduction environment. As a result, no email outages were recorded due to EIM deficiencies and ~100 email addresses were eliminated from production, reducing administrative costs and environment complexity, setting the stage for success in future efforts of additional simplification. David provided critical troubleshooting skills and knowledge to the production support teams supporting email infrastructure during and after production outages within related systems.David designed a solution using existing internal tools to eliminate the use of a third party email auto-response system, saving Intel $162k annually, vastly improving IT's responsiveness to new configuration requirements, and eliminating the 12+ multi-user outages annually which were associated with the 3rd party solution.In 2010, David received an Intel IT Excellence Award for his work on the EIM project. In 2011, David received 29 different recognitions/awards from 21 different individuals, all for excellence in results delivery or for going above and beyond what was expected. Show less David was responsible for day to day operations of his loaner programs, including interfacing with the business owners, overseeing the preparation and shipment of orders, coordinating the return of due/overdue hardware, managing inventory, preparing program indicators, and various one-off projects.David was responsible for dispositioning hundreds of overdue/missing hardware orders, conducting an exhaustive audit and diligently pursuing each order to conclusion. In doing so, David established sustainable, scalable processes to maintain inventory integrity and accuracy.David provided valuable input into the functionality and evolution of the custom order, inventory, and shipping management software, leveraging his business analysis skills. David oversaw the consolidation of three disparate labs in to a single collocated lab. The successful merging of 15+ loaner programs, 5 program managers and TMEs, and 7+ contingent workers took painstaking planning and tireless attention to detail.David drove team process definition and documentation, delivering improvements that increased efficiency and decreased quality escapes. David interfaced with other groups at Intel (e.g., shipping and receiving, haz-mat, space planners, excess hardware dispositioning, Intel security, etc.) to improve inter-team communication and coordination.David provided onsite event support worldwide at trade shows, sales and marketing events, forums, college recruiting events, etc. Services included event planning, on-site hardware setup, configuration and support, and tear down, as well as booth duty. Successful event support required strong technical skills, adaptability and flexibility, and core customer orientation. David was requested by name by key stakeholders due to the excellent support he consistently provided.David directly supervised a small team of contingent workers and assisted with technical screening of the lab workers. Show less David was responsible for all aspects of the post-sales customer support reporting platform, including EPM and Microstrategy tools. David was primarily responsible for the integrity of the reporting platform and for driving all KTBR and KTBE work in the reporting platform. David took over the reporting tool program management immediately after the first release deployed at the end of May. The initial deployment had numerous bugs and failed to provide a number of key capabilities promised to stakeholders. David oversaw the small team of off-shore developers who worked on stabilizing and correcting the reporting platforms. Besides standard program management, David also provided critical input in to design, troubleshooting, QA, and business analysis for reporting tools.Surveys were conducted at the start and end of David's efforts which showed across the board improvements in user satisfaction (20.8% increase in satisfaction score), ease of use (22% decrease in unsatisfied), performance & reliability (49% increase in good/very good), and communication (17% increase in Very Satisfied). David left the data within the reporting system reliable and accurate and, perhaps most importantly, left our users with confidence in the data and the tool. Show less David was an analyst on the team responsible for deploying a major upgrade to Intel's post-sales customer support tool, Vantive, and then subsequently replacing Vantive with a PeopleSoft CRM-based solution (a.k.a. ICIM, or Intel Customer Issue Management) for our customer-facing contact centers worldwide. During these projects, David had a wide range of responsibilities, including reverse logistics capabilities, data migration, reporting, and a major focus on email capabilities, both agent-facing and automated notifications. David was responsible for driving email related bug fixes and capability enhancements, as well as playing a key role in troubleshooting email-related failures. David stepped out of his program management role to serve as the email expert to our IT, development, and QA teams. In addition, David played key roles in each aspect of the stabilization releases, including program management, design, QA, troubleshooting, and business analysis.David drove improvements in the email capabilities areas: a 50% improvement in satisfaction rate with ICIM; a 35% improvement in ease of use; a 19% improvement in performance; a 41% improvement on capturing, understanding, and applying user requirements; and a 38% improvement in satisfaction with communications. Show less

  • Business Development Manager

    Apr 2022 - Jul 2024

  • Lead Product Manager

    Jan 2020 - Apr 2022

  • Technical Product Owner

    Feb 2018 - Jan 2020

  • Sr. Product Owner

    May 2017 - Feb 2018

  • Chief Product Owner for Digital Business Experience

    Jul 2015 - May 2017

  • Lead Business Systems Analyst/Process Lead

    Dec 2014 - Jul 2015

  • Business Systems Analyst/Scrummaster

    Jan 2014 - Dec 2014

  • Product Manager (Scrum Product Owner)

    Jan 2013 - Dec 2013

  • Business Systems Analyst

    May 2009 - Jan 2013

  • Technical Program Manager / Sr. Technical Marketing Engineer

    Dec 2005 - May 2009

  • Reporting Technical Program Manager

    May 2005 - Dec 2005

  • Business Analyst

    Apr 2001 - Apr 2005

  • Internet Messaging Support

    Mar 2000 - Apr 2001
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  Articul8 AI

  Aug 2024 - now

  Technical Program Manager