Bryan Martin Firvida, PMP, PMI-ACP

Build and lead customer delivery teams to deliver various technical services and solutions, including Digital Strategy and Modernization strategies, Cloud Governance & Operations, FinOps, DevSecOps, Software Development, Product/Platform Engineering, IT Services Design Thinking, and Lean Process Management.

• Managed up to five direct reports; served as coach and mentor for staff and delivery team on project management processes and practices. • Responsible for delivering all aspects of Software as a Service (SaaS) solutions and professional services projects to scope, schedule, budget and client satisfaction, including management of staffing and budget forecasts. • Managed multiple cross-functional project teams in a matrixed organization with internal, external, and contractor project team members. • Served as the primary point of communication for client and project team including facilitating meetings, coordinating schedules, task assignment and management, and project escalations. • Identified and supported development of software and services expansion opportunities in coordination with sales and account management teams.

• Served as senior project management, communications, and customer management resource for colleagues and project teams to deliver consistent and successful professional services and technology solutions. • As part of the Granicus Experience Group leadership team, contributed to reviews of proposal and project scopes, revenue recognition, staffing and capacity planning, responded to and prioritized customer work, and escalated customer issues. • Led and developed standard project management processes, practices, and deliverables for the project management team; supported ongoing implementation and rollout of new enterprise project management software application and processes.

• Responsible for leading the successful delivery of the company’s largest and most complex SaaS solutions and professional services customer programs and projects; managed communication, coordination, customer management, and work across multiple internal and customer teams. • Repeatedly assigned to troubled projects; effectively rebuilt client trust, evaluated challenges, and returned projects to success. • Coached and mentored project management colleagues in project management and customer relationship management best practices.

• Managed projects representing over $10M in revenue, from program-specific to enterprise-wide, in coordination with multiple external and internal teams, reliably meeting client goals, objectives, and timelines. • Led discovery, solution development, and implementation with the U.S. Small Business Administration to improve, expand, and automate digital outreach to registered disaster victims, resulting in a 79% increase in electronic loan applications within one year.

As the first Client Success Consultant in GovDelivery's Federal market team -- GovDelivery Merged with Granicus in 2017 -- I established a track record of building trusted and consultative relationships with clients, successful project and small team management, and continued success by working closely with our entire Federal sales team to establish a 98% client retention rate. • Managed client portfolio of $2.2M annual revenue. Supported development and closure of several opportunities with total value over $425,000 in new contract value. • Responsible for managing new and existing client relationships as assigned to achieve client success with technology solutions under contract, secure client retention, and identify opportunities for revenue growth. In this position, I continued to build my knowledge and insight into the unique demands of public sector and government communication and technology management, as well as the challenges in the public sector marketplace.

• Provided direct support to Director and senior staff on operations, special projects, legislative relations, and priority agency and community issues; including interim management of capital projects team, and review and improvements to agency contracting and procurement process. • Served as senior writer and editor for agency’s internal and external communications; responsible for Director and senior staff correspondence and legislative testimony, and all agency website and online outreach. • Served as interim Information Technology Manager; managed department staff, projects, and budget. Developed a reorganization plan and new budget to fully support IT operations and migration to a new help desk support system to support over 600 computers.

• Worked with the Center for Innovation and Reform to support projects, including reorganization and business improvement efforts at the Department of Consumer and Regulatory Affairs, to improve permit issuance and review processes. • Provided direct support to the City Administrator and Chief of Staff on daily operations, special projects, & priority agency & constituent issues. • Coordinated all communications and media materials for City Administrator and staff for public appearances, media interviews; served as liaison to Mayor’s communications office and Public Information Officers; handled inquiries from media, District Government offices and agencies.

• Within the Office of Neighborhood Action, co-directed the design, project, and budget management, logistics, and execution of all citywide and neighborhood Citizen Summits, bringing together thousands of District residents in person, and connecting them directly with their government leaders. • Served as liaison to the Mayor’s Communications office and Public Information Officers; handled inquiries from constituents, media, local government offices and agencies, and national and international governments.

• Developed a new business proposal worth several million dollars in revenue for a 36-month comprehensive branding and communications program for the National Scenic Byways Program. • Created interactive communications and coordinated outreach and promotion for White House Office of National Drug Control Policy, National Youth Anti-Drug Media Campaign.

• Determined needs and managed the budget for all hardware, software, and technology services/products and served as a technology liaison to other Smithsonian offices and external organizations. • Produced request for proposal and managed implementation of new central fundraising and membership system.

• Maintained network integrity and systems functions in all national, state, and local offices. • Researched new technologies and appropriate implementation strategies.

University of Wisconsin - Marathon County (now UW-Stevens Point at Wausau)