SUMMARY

• Bachelor’s Degree in Computer Science, Master’s Degree in Business Administration, Certified Scrum Product Owner and Certified Scrum Master with a proven track record in decision making, change management and conflict management. Possess an expertise in project management, web development, data analytics and stakeholder engagements; seasoned professional with the ability to perform well and relate to diverse populations with various backgrounds. Able to manage projects from beginning to end.
• Earned M.B.A. Degree from University of Maryland University College, Adelphi, MD in 2016. Gained additional knowledge of ITIL, Agile with Atlassian Jira, Vendor Management and Budget/Cost Analysis.
• Earned Certifications for Scrum Master and Product Owner in 2019. Expected to receive certifications in Cloud Essentials, ITIL v.4 and Project Management (PMP) by end of 2019.
• Received a 2016 Star Award for creating a federal policy for Choose Your Own Device (CYOD) and a 2018 Office of Operations Award for developing a Windows 10 Image for a federal center.
• Extensive IT experience in Federal Government, Healthcare, Public Safety and Law Enforcement
• Improved customer satisfaction in 2018 at Confidential ’s Center of Drug Evaluation and Research (CDER) by 25% over 3 months with launching a new IT Kiosk to address immediate break fixes.
• . Handled ServiceNow and cloud computing product releases and facilitated Scrum activities for Confidential ’s Center for Drug Evaluation and Research (CDER).
• Served as a volunteer Scrum Team member for Kanban/Agile Effort in Hack Baltimore - Design Jam 2019.
• Worked with the Food and Drug Administration's Office of International Programs (OIP) on a temporary IT support effort, which exposed me to different cultures in China, India and the Dominican Republic.
• Fluent in English and beginner in Spanish.

TECHNICAL SKILLS

• Demonstrated working knowledge of Microsoft Project
• Microsoft Active Directory
• TCP/IP
• HTTP/HTTPS
• SOAP
• FTP
• SFTP
• Telnet
• SSH
• SSL
• Office 365
• Java
• HTML
• CSS
• XML
• XSLT
• Python
• LDAP
• SQL
• JavaScript
• HP Service Manager
• ServiceNow
• Tableau
• Google Analytics
• Adobe Analytics
• SharePoint and Jira.

PROFESSIONAL EXPERIENCE

Confidential, Silver Spring, MD

Senior Information Technology Liaison / IT Business Analyst Years of Service

Responsibilities:

• Served as the first point-of-contact for federal employees to address inquiries regarding IT-related requests, service agreements, change request management and problem escalation
• Translated technical information and Standard Operating Procedures (SOPs) to non-technical audiences and clearly written documentation such as user stories, business and functional requirements
• Defined product vision, roadmap and growth opportunities in collaboration with Confidential IT leadership regarding to SharePoint, ServiceNow and other cloud computing endeavors
• Interviewed Confidential business clients to analyze their business requirements and recommended and designed technological improvements to their business processes and operational procedures
• Prepared mockups to help facilitate communication of different processes/concepts to stakeholders
• Led project teams, internal and external, to achieve project defined milestones and deliverables
• Conducted stakeholder Joint Application Design (JAD) interviews and facilitated meetings with project teams
• Collaborated with Confidential IT Scrum Master in taking an active role in mitigating impediments impacting successful team completion of Release/Sprint Goals for ServiceNow migration
• Translated business user concepts and ideas into comprehensive business requirements and design documents
• Demonstrated solid understanding of IT Knowledge Areas such as Software Development Lifecycle (SDLC), Information Technology Infrastructure Library (ITIL), Service Level Agreement (SLA), Process Automation, Workflow Design, End User Experience, User Acceptance Testing (UAT), Agile/Scrum/Waterfall methodologies and Service Management Tools
• Worked with Web Content Accessibility Guidelines (WCAG) 2.0 and contributed towards Section 508 compliance testing to make web content more accessible to people with disabilities
• Designated as a subject matter expert for code reviews and primary contact for IT market research
• Experienced using different Microsoft Office products, such as, Word, PowerPoint, Excel and Visio for producing presentations, workflows, status reports and meeting agendas/notes
• Managed migration of center’s IT ticketing system from HP Service Manager to ServiceNow and redefined all service topologies, SLAs and SOPs which impacted the daily IT activities of over 6,000 users
• Worked closely with Confidential IT leadership to create and maintain a product backlog regarding to the center’s needs for SharePoint, ServiceNow and other cloud computing services
• Created product release plans in Jira to outline the vision, direction, priorities and progress of various products over time
• Utilized HP Service Manager and ServiceNow features such as Service Desk, Service Catalog Request Fulfillment, Incident Management, Change Management and Service Request Management (IT and non-IT)
• Managed the implementation of new demands and changes to Request Fulfilment processes within the IT Service Portal, in close alignment with IT Operations Managers, Service Owners and IT Technical Service Managers of the impacted solutions
• Exhibited a considerable knowledge of HTML, CSS, JavaScript, XML/XSD, XSL/XSLT, CAML, C#, InfoPath Designer, SharePoint Online/Office 365 and other cloud solutions
• Created project plans in accordance with project management framework standards and procedures.
• Identified ongoing issues and gaps within project plans, in order to eliminate implementation issues
• Displayed superior proficiency in preparing quarterly IT briefings to Senior Management Officers and over 50 Project Coordinators with the use of Cisco WebEx web conferencing application, Microsoft Visio and Microsoft PowerPoint
• Ensured organizational effectiveness and efficiency by defining, delivering, and supporting Confidential ’s IT strategic plans
• Established project standards and methodology and submitted weekly progress reports to senior managers and customers
• Improved in writing detail system use cases, developing business test cases and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users
• Assisted with writing the project charter and provided guidance to stakeholders on creating business cases
• Performed effective Agile Sprint ceremonies, including leading daily standups, reviews, retrospectives and Sprint planning
• Supported large-scale organization goals by accepting ownership for IT initiatives that enhance the efficiency of delivery
• Extracted, interpreted and analyzed data to identify key metrics and transform raw data into meaningful information
• Interacted with engineers, manufacturing, management, purchasing and quality personnel to determine change requirements, evaluate type and scope of change, documents and implemented approved changes using ServiceNow and Jira, then notifying impacted personnel of completion
• Wrote SQL queries to pull ad-hoc reports from various CDER regulatory systems in Oracle 11g and TOAD environments
• Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more IT operational issues
• Demonstrated great inter-personal skills and the ability to deal with collaborators at all levels within the organization

Confidential, Silver Spring, MD

Management Analyst

Responsibilities:

• Assigned a detail assignment for 120 days at the Confidential ’s Office of International Program (OIP)
• Provided Confidential employees with help desk support and delivery of IT hardware, software and equipment prior to being deploy to the following foreign posts: Latin America, South Africa, United Kingdom, China, India and Belgium
• Assisted the International Help Desk IT Team with resolving network / server issues based on received IT alerts

Confidential, Silver Spring, MD

Computer Scientist Years of Service

Responsibilities:

• Conducted UATs and wrote SQL queries in MS Access and Oracle 11g for ad-hoc reports
• Provided code reviews (i.e., XML, HTML, SQL) for analysis and assessment of security and database configuration services to several CDER applications like Document Archiving, Reporting and Regulatory Tracking System (DARRTS), CDER Informatics Platform and Electronic Common Technical Document (eCTD)
• Offered Tier 2/3 support for DARRTS which consisted of account creations, data clean-up, and ad-hoc status reports

Confidential, York, PA

Programmer / Analyst II Years of Service

Responsibilities:

• Recommended and facilitated changes in the development process and held code reviews
• Followed approved life-cycle methodologies and collaborate with cross functional teams to design, code, test, debug, implement, and document applications within the timelines provided
• Performed code reviews and created internal web applications using JAVA, JavaScript, CSS, XSLT and XML

Confidential, Baltimore, MD

Data Conversion Programmer Analyst II Years of Service

Responsibilities:

• Designed and maintained web application for tracking all Maryland residents’ expungements and probations at Confidential (DPSCS).
• Developed new applications and added functionality to existing applications using Java/J2EE technologies
• Performed thorough Unit testing, System Testing and User Acceptance Testing (UAT) in development environment for the result of error free and smooth migration process and provided quality work for functional users

Confidential, Baltimore, MD

Quality Assurance Tester Years of Service

Responsibilities:

• Assisted with user-acceptance testing and defect tracking for product releases
• Recorded testing results in Microsoft Excel and gained additional experiences with functional testing
• Acquired additional knowledge of HTML, source codes and HP LoadRunner

Confidential, Baltimore, MD

Associate Computer Systems Analyst Years of Service

Responsibilities:

• Participated in the development and preparation of documentation for standard of operations (SOPs) and training
• Used J2EE for parsing XML, generating PDF reports and updating web content on SSA intranet sites
• Conduct testing to ensure compliance with Section 508 for Web and client/server applications in the following: SQL, HTML, XML, AJAX, JAVA, JavaScript, WebSphere, Oracle and applications developed in other environments

Confidential, Hunt Valley, MD

Data Analyst / Web Developer Years of Service

Responsibilities:

• Reviewed the quality of clinical data that focuses on relationships among healthcare professionals
• Tasked with redesigning the company’s website (www. Confidential .com) using FTP, JavaScript, CSS and HTML
• Tracked progress of data entry reviews, ensuring projects meet timelines and quality expectations