Andrew Mikkelsen

Andrew Mikkelsen Email and Phone Number

Product, Project And People Manager - Innovation, Creative & It Projects @ Adobe
san jose, california, united states

Andrew Mikkelsen's Contact Details

Andrew Mikkelsen personal email

n/a

Andrew Mikkelsen's Current Company Details

adobe.com

Adobe

Product, Project And People Manager - Innovation, Creative & It Projects
san jose, california, united states
Website:
adobe.com
Employees:
25166

Andrew Mikkelsen Work Experience Details

  • adobe.com
    Senior Product Manager, Employee Success Platforms
    Adobe Nov 2020 - Present
    Ottawa, Ontario, Canada
    Product Manager of the unified Employee Success Platforms and coordinated solutions as part of the Digital Employee Experience (DEX) team at Adobe. Product areas include incident & case management, request-able services, hardware asset management, chat support, Service Desk operations, automation of employee request processes, Tech Café, and any other processes on ServiceNow that support Adobe's 29,000+ employees. • Directed the multi-year effort to unify sales support cases across multiple CRM systems onto a ServiceNow based agnostic sales support solution, aligning 70+ sales support teams supporting ~250K support cases that ensure smooth delivery of Adobe’s $5B+ in quarterly revenue.• Lead the migration of ER and Legal Investigations cases to HRA Acuity, including historical case migration, allowing Adobe to achieve a single source of truth for all highly confidential cases. Developed a new governance model for ensuring the platform continues to align with business goals, risk management, accountability and transparency. • Grew Adobe’s ServiceNow ITSM and CSM footprint by 600+ support providers through developing new applications around sales, customer service, and finance related functions, including Adobe’s VIP program which is responsible for supporting $3B+ ARR through reseller revenue streams, avoiding over $200K license renewal fees per year.• Assessed and implemented key new platform capabilities on Servicenow, Customer Service Management, Agent Chat, and currently the Health and Safety Module, ensuring Adobe is leveraging and receiving value on its strategic investment in the ServiceNow platform.
  • adobe.com
    Creative Director, And Project Manager
    Adobe Jan 2016 - Jul 2019
    Ottawa, Canada Area
    Managed both technology and creative projects as part of Adobe's Elite Innovation Team. Built and led team of designers, producers, vendors who develop traditional content for Adobe products and marketing channels (web, social, events), as well as specialty content for 3D and A/R.• Led engineering/innovation projects as needed by the Director of Engineering - reduced in-house video production costs by 15% over vendor outsourcing and produced 300+ pieces of design, video, in addition to print content and 100+ hours of live-stream events.• Organized content in CMS, established metadata best practices. Liaised with Marketing and product leaders to establish content strategies and delivery schedules. Promoted content on social channels and oversaw final approval of all design work while ensuring compliance to Adobe’s design system and brand guidelines.• Developed a unique social activation leading to 3000 on-site activation participants, over 1.4 million video views, making Adobe #1 in social share of voice at Sundance Film Festival in 2016 and 2017.• Directed early user experience design and research on a new proof-of-concept Adobe product, leading to improved competitive analysis and potential market opportunities. Managed multi-million-dollar budgets.
  • adobe.com
    Manager, Production & Operations
    Adobe Systems Jun 2011 - Jan 2016
    Ottawa, Canada Area
    Supported the development, and promoted applications built by Adobe’s Innovation Team. Managed social channels (YouTube, Twitch) for major live-stream events, and for Adobe’s Internal Digital Agency. Highlight digital experiences that demonstrate Adobe’s product strategy and capabilities. Created strong relationships with product management in order to best align marketing and learning content to product road maps. • Pioneered new social channel of major live-stream events (Adobe MAX Live 2015-present) with 10,000+ concurrent viewers on Twitch.tv and YouTube Live.• Amplified prominence of Adobe’s Internal Digital Agency by developing video content used in hundreds of Adobe customer briefings.• Boosted Adobe’s Legal Team readiness for board meetings by training and supporting Adobe C-level executives and board of directors in the use of a secure document application, developed using Adobe Technology.• Drove 98% first pass yield by Service Desk on cases related to team-built applications by improving documentation and communication (blogs, email campaigns).
  • adobe.com
    Sr. Application Developer / Business Systems Analyst
    Adobe Systems Oct 2007 - Jun 2011
    Ottawa, Canada Area
    Led analysis and development of IT performance metrics. Designed and developed customized reporting solutions based on requirements by senior management, and KPI’s (key performance indicators). Built and manage applications using Adobe Technology (Flash/Flex, ColdFusion, LiveCycle) to highlight product capabilities. Provided documentation and training on the development of new systems.• Automated a 6-hour manual process of obtaining performance metrics by simplifying over 150 data points and 45 SQL queries into a single, real-time performance dashboard.• Created application that collated and analyzed customer satisfaction surveys used to drive service improvements across IT.• Developed email template tool, saving hundreds of hours of writing and data entry for technicians.• Invited as session speaker on data visualization and performance metrics at Adobe MAX 2008.• Oversaw Adobe’s corporate intranet transition to new web content management systemsignificantly improving digital asset management and content re-use.
  • adobe.com
    Problem Management Officer / Adobe Flex & Sql Developer
    Adobe Systems Mar 2007 - Oct 2007
  • adobe.com
    It Technician
    Adobe Systems Sep 2005 - Mar 2007
  • adobe.com
    Account Manager
    The Pepsi Bottling Group May 2003 - Jul 2005

Andrew Mikkelsen Education Details

  • adobe.com
    Lakehead University
    Management Information Systems

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