Laurenz Bacungan
E-mail: Laurenz.bacungan@outlook.com
Professional Summary:
A tech enthusiast with a passion for AI, gaming and software development, with over 10 years’ experience in Agile development as a Project Manager and Product Owner. Adept at stakeholder management, collaborating with cross-functional teams, user acceptance testing and providing customer service.
Experience:
Partner Liaison/Product Owner
Tyler Technologies - Honolulu, HI | Aug 2016 – Present
- Acted as the primary point of contact for stakeholders, providing regular updates and managed expectations.
- Cultivated and nurtured robust professional relationships with stakeholders.
- Defined project scopes and deliverables.
- Collaborated closely with stakeholders to gather application requirements and craft comprehensive user stories.
- Developed project budgets.
- Orchestrated project sprints in coordination with development teams and stakeholders.
- Conducted and led regular scrum meetings, ensuring alignment and progress.
- Led cross-functional project teams, assigning tasks and responsibilities.
- Conducted user acceptance testing and gathered feedback from stakeholders to validate product functionality and usability.
- Coordinated with development teams to plan release schedules for milestones and deliverables.
- Strategized and delivered briefings and training sessions for stakeholders and end-users.
- Proactively managed and resolved escalated customer service issues for assigned applications.
Social Media Analyst
VMC – Microsoft - Issaquah, WA | May 2016 – Aug 2016
- Troubleshot hardware and software issues related to Microsoft Surface and Band products.
- Provided exceptional customer service and technical support via Microsoft Answers community forum and chat.
- Moderated the Microsoft Answers community forum, ensuring a positive user experience.
Partner Liaison/Product Owner
Hawaii Information Consortium - Honolulu, HI | Aug 2012 – Aug 2015
- Successfully improved and enhanced the Hawaii Bureau of Conveyances back-end system, LandLink.
- Managed the end-to-end development process for the Hawaii Information Consortium eRecording application.
- Oversaw the transition of the Bureau of Conveyances UCC application from a manual process to eRecording.
Technical Support Representative
Hawaii Information Consortium – Honolulu, HI | Jun 2009 – Sep 2010
- Managed and maintained online applications for the official State of Hawaii website, www.ehawaii.gov.
- Provided efficient assistance to a diverse customer base, resolving issues via telephone, online chat, and email.
- Trained newly hired support staff on operations and processes.
Technical Support Representative
Telus International – Ortigas, Philippines | Jan 2008 – Aug 2008
- Provided technical support for EA Games, EA Sports, and Maxis titles across various consoles and PCs.
- Conducted in-depth troubleshooting and research for optimal problem resolution.
- Monitored forums for updates on common problems and potential solutions for new releases.
Customer Service Representative
Hong Kong Shanghai Bank Corporation – Makati, Philippines | Jan 2007 – Sep 2007
- Handled a high volume of customer inquiries daily, ensuring prompt resolution and excellent service.
- Verified customer identities and managed credit and debit card transactions.
Education:
- Bachelor of Arts in Mass Communication, AMA Computer University, Quezon City, Philippines, 2008
- Project Scrum Master I, Scrum.org, 2016
Skills:
- Project Management
- Product Ownership
- Agile Methodologies
- Stakeholder Management
- Team Leadership
- JIRA
- Confluence
- Comfy UI
- Automatic1111
- Stable Diffusion
- ChatGPT