SUMMARY:

• Over 20 years of progressive work experience in the Information Technology industry. Seasoned Project Manager with over 20 years of experience managing large scale IT development and implementation projects. Expertise in leveraging different types of project and portfolio management practices including SDLC and Agile methodologies. Ten years of experience in Business Analysis - defining the technical scope and writing the business requirements of numerous implementation projects.
• Fifteen years of experience as a Technical Trainer writing both Test and Training Plans. Knowledgeable Program Manager with 8 years of experience overseeing program operations, evaluating workflow processes, conducting needs-analysis, and overseeing change management.
• Innovative Helpdesk Manager with four years of experience implementing new technologies to improve customer service and resolution response times. Four years of experience as an Independent Consultant working on a variety of Government contracts. Facilitated the workflow of the technical teams, while overseeing the project tasks and Government contracts. Ensured that the business requirements were met and that all contracted services were successfully completed.
• Extensive knowledge of Full life cycle Project Management using both SDLC and Agile methodologies
• Implementation of custom software systems for various disciplines to include: Behavioral Healthcare, Financial, Food Warehousing, Accounting and Human Resource Management
• Implementation of Virtual Network Systems
• Conversion of VOIP phone systems
• Implementation of Secured Access Systems
• Business Analysis and Requirements Writing
• Operational Management including Change Management and Process Improvement
• Implementation of IT Governance Policies and Procedures
• Portfolio Management
• Helpdesk Management and Trend Analysis
• Implementation of IT Chargeback Systems
• Implementation of Disaster Recovery and Business Continuity of Service Plans
• Technical Writer and Trainer
• Ability to build performance based teams that consistently exceed performance goals.
• Proficient in Microsoft Office to include Microsoft Project and Visio

PROFESSIONAL EXPERIENCE:

Confidential

Business Systems Analyst/ Project Manager Consultant

Responsibilities:

• Assists in the company’s business development team on selecting employees, writing and answering RFP.
• Continue to work with the Operation Department on preparation of staff meetings to enhance employee’s knowledge of company policies and procedures.
• Develop new process for implementing new program initiatives using Microsoft Office products to include: Word, Excel, PowerPoint, Access, Outlook and Publisher.
• Manages the overall flow of projects on major Cyber Security systems components.
• Schedule the team day-to-day tasks and provide bi-weekly resource status report on projects.
• Continue to provide keen insight on equipment strategy and implementation plan.
• Worked with project team to develop a Cost Base Analysis (C-BA) on Army systems that require Identity Management (IdAM) hardware and software.
• Developed an Analysis of Alternative (AoA) on Army IT security equipment that resulted in a cost saving of 10 million over 5 years.
• Provided briefing to the Army Training and Doctrine Command (TRADOC) on perspective security requirements associated with VOIP phones.
• Coordinated the consolidation of comments from seven different Army organizations to review Army policy (AR 25-2 and AR 380-40 ) on Communications Security.
• Worked with the AoA team members to develop business use and test cases and manage the user acceptance testing.

Confidential, DC

IT Project & Helpdesk Manager

Responsibilities:

• Managed the full life cycle of 16-20 simultaneous projects per year. Some of those projects lasted for more than 2 years.
• Implemented IT Governance policies and procedures. Suggested IT Governance Committee
• Provided project portfolio status updates to the Governance Committee.
• Was responsible for the delivery of all IT projects on time and within budget.
• Facilitated multiple project teams through the process of defining the project scope, business requirements and design.
• Was responsible for defining the Work Breakdown Structure (WBS) and assigning staff to each task based on skill and functional responsibilities.
• Developed the project timeline and updated all project tasks.
• Scheduled and facilitated all project team meetings.
• Formed sub-committees to discuss project risks, challenges and changes when needed.
• Worked with the business unit to develop use cases and to manage the user acceptance testing,
• Responsible for escalating all unresolved risks and issues to the Executive team.
• Drafted all project communications including status reports, meeting notes, Executive summaries, and an outline of Executive decisions required for each project phase.
• Managed all Helpdesk operations (including a hosted email system, 13 hosted data systems and an additional 10 custom data systems stored locally)
• Supported over 1,000 users in 26 locations in the DC metro area. Support services included these non-traditional business units; medical and dental facilities, food warehousing facilities, behavioral healthcare centers, immigration service centers, 24-hour shelter operations, as well as, these traditional business units: Finance, Human Resource, Foundation, Executive Managers, Communications office.
• Established service levels to ensure that tickets were resolved quickly.
• Implemented a new interactive web based ticketing system based on ITIL methodologies that allowed users to get automated updates on their ticket status. Users could also look up frequently asked questions in the online knowledgebase and live chat with technicians.
• Tracked and analyzed trends in the Service Desk incident and service requests by compiling statistical reports and meeting with Business Unit Managers to discuss user experiences.
• Conducted performance surveys to allow users to identify areas for improvement.
• Established performance metrics to continuously improve customer service and to meet the business needs of each unit.
• Implemented Service Level Agreements (SLAs) to establish clear problem resolution expectations.
• Developed user guide and online training tools to assist users with using any newly implemented software systems or to adapt to network changes.
• Implemented IT chargeback system which identified a cost per computer for general IT services. This per-computer cost factored in the annual cost of the network infrastructure, network management, project management, hosted services, bandwidth and communications costs and Helpdesk support services.
• Charged business units for the unscheduled replacement of hardware cost and the cost associated with additional hardware and software requests.
• Implemented Disaster Recovery (DRP) and Business Continuity of Service plans and conducted quarterly scenario testing.

Confidential

Technical Program Manager

Responsibilities:

• Managed City wide public computer labs and facilitated computer training for Baltimore City residents.
• Successful in closing the digital divide and promoting computer literacy within the City of Baltimore.
• Exceeded classroom occupancy goals, retention goals, training goals and customer satisfaction goals.
• Developed new training curriculum and implemented new program initiatives using Microsoft Office products.
• Implemented free industry certification training programs for residents trying to further their career in Information Technology.
• Partnered with the functional users and technical team to ascertain business requirements.
• Worked with the IT professionals to develop business use and test cases and manage the user acceptance testing.
• Successfully built vendor relations and partnered on projects to successfully obtain funding.
• Assisted the contracting division with writing the “training” grant proposals and identifying the necessary program enhancements to win the proposed award.
• Led the project team in conducting a research analysis of the most popular social media to determine which medium would be best utilized by our organization and its clients. We also gave consideration to the challenges of staff having access to Facebook (which was once blocked) and its impact on day-to-day production. We implemented new usage tracking tools to ensure that the Facebook site would not be abused by staff.
• Managed the implementation of custom technical training programs and facilitated the launch of the MOED website and Facebook page in conjunction with the Confidential ’s Communications staff.
• Coordinated the launch of the agency’s first wireless computer lab addressing both bandwidth and security issues.
• Worked with local non-profits to setup Satellite training labs and staffed these labs with MOED trainers.
• Reported all performance outcomes and statistics of PC usage and classroom attendance via Labstats - an online Computer Lab tracking tool.

Confidential

Program Manager/Project Manager

Responsibilities:

• Managed a staff of 15 that were responsible for finding and retaining employment for the program participants.
• Worked with a diverse population of clients to include: Dislocated Workers, Recovering Addicts and Ex-offenders.
• Developed job training curriculum in conjunction with local hiring Managers.
• Responsible for computer training of program participants as part of the Resume Writing and Job Readiness Programs.
• Conducted public outreach campaigns to recruit clients that faced challenges re-entering the workforce after incarceration or drug addiction.
• Marketed the STRIVE program within the business community to gain job orders that were filled by our clients.
• Developed and implemented Corporate Relations campaigns - to include the development of marketing materials, media campaigns and career fairs.
• Managed the responsibilities of the Placement, Retention and Support Service departments.
• During my tenure, successfully placed 80% of the STRlVE program graduates.
• Developed the office protocols for serving clients and meeting the weekly productivity goals.
• Solicited for new grant opportunities and assisted in writing grant proposals.
• Used LinkedIn (Social Media) to network and refer clients to other non-profit organizations to ensure that all client training, placement and retention goals were met.
• Traceability of client’s employment and retention rates using ETO software.

Confidential

Project Manager/Business Analyst

Responsibilities:

• Managed all project phases of more than 40 Education/Publishing Specialty projects, simultaneously.
• Responsibilities included: contract administration, cost and profitability analysis, quoting and invoicing non-contracted services, as well as, overseeing the project timeline using an Agile implementation methodology.
• Managed the internal departments to ensure the timeliness and accuracy of the final data product.
• Acted as the liaison between the client and the internal departments to ensure continuity in the implementation process.
• Defined the project scope, goals and deliverables in partnership with the Executive Managers and the stakeholder teams.
• Developed and documented full-scale project plans that included project summaries, project expectations, weekly tasks, assigned resources and deadlines for each project phase.
• Used Microsoft Visio to diagram project data flow for each publication.
• Identified and managed project dependencies that affected the critical path.
• Resolved any issues or conflicts with the data collection, database conversion or data output that might affect the overall publishing timeline.
• Tracked weekly deliverables and outcomes with proprietary scheduling software.

Confidential

Software Project Manager/Requirements Analyst

Responsibilities:

• National Project Manager for Confidential with clients on the East and West Coasts.
• Managed the implementation of custom relational database systems that included, Accounting, Clinical, Billing and Payroll modules:
• Used the SDLC implementation process to gather and document the client’s existing business processes and to define their business requirements.
• Each implementation included an on-site assessment of the agency’s operations, policy, infrastructure, state and federal reporting requirements and intake process. Proposed operational changes that would be more effective with the implementation of a new software system.
• Developed detailed implementation plans and timelines.
• Worked with internal teams to define short-term project tasks for each team in an effort to simplify the implementation process.
• Identified staff resources needed to support the implementation process and assisted each agency with the installation of the database engine.
• Worked on the client site 60% of the time and in the office with programmers, database administrators and Quality Assurance staff the remainder of the time.
• Implemented the end-user database training.
• Oversaw the on-site Train-the-Trainer sessions and developed the end user curriculum.
• Trained more than 500 business professionals in the areas of data collection, database management, electronic case management and report generation.
• Ensured that the client’s Database Administrator understood the database architecture and supported the process of building SQL tables, creating custom screens and writing and editing Crystal Reports to ensure that all data entry screens were user friendly and followed the end- user workflow.

Confidential

Government Program Analyst

Responsibilities:

• As a sub-contractor and Government Program Analyst, provided a wide array of services to include: Program Administration, Contract Administration, Project Planning, Technical Training, Curriculum Development, Contact Management and Recruitment on several large government contracts.
• Provided services to several large government contractors in the areas of System Integration, System and Data Migration and Technical Training projects.
• Due to the enormous scale of these projects, many vendors partnered with other firms to share in staff resources and expertise. ..These vendors included UNISYS Corporation, CompUSA, ARIS Corporation, EduTech Limited and CareerLinks.
• Led the technical teams in the process of reviewing, maintaining and communicating the client’s existing architectural design/standards.
• Worked with the technical teams and vendors to evaluate system capabilities and limitations.
• Led the process of documenting project solutions and the impacts of these solutions cross-functionally.
• Worked with the client’s Engineering and Management teams to communicate the benefits of the proposed improvements.
• Maintained project documentation to include formal proposals, meeting minutes, feasibility studies, requirements specifications, use cases, test cases, design documents, testing plans and implementation plans.
• Provided technical training sessions to staff and stakeholders and provided in-house expertise on business process improvement methodologies and practices.
• Federal Government clients included: The Social Security Administration (SSA), Government Printing Office (GPO), Department of Transportation (DOT), Board of Veteran's Appeals (BVA), The Veteran's Administration (VA) and The American Federation of Teachers (AFT).
• Managed project timelines and outcomes using MS Project.

Confidential

Government Program Analyst

Responsibilities:

• Was responsible for the contract administration of the local military projects - including the budget, deadlines and the delivery of computer training services for the US Army base in Fort Meade, MD and Aberdeen Proving Grounds.
• Worked with stakeholders to develop custom training plans. Responsibilities included recruiting other contractual trainers, negotiating the employment contracts of all consultants, the scheduling of training sessions, developing custom training manuals and conducting the Train-the-Trainer workshops.
• Developed the Employee Handbook for contract employees and trainers.