SUMMARY

• Confidential is a selected Principal in Information Technology and has more than 17 years of seasoned progressive practical experience supporting Fortune 500 corporations and the federal government. Ms. Crawford has a strong background with best practices including Capability Maturity Model Integration CMMI and International Organization for Standardization ISO Initiatives. She has previously been bid key as Quality Manager on a contract proposal. She is currently an Information Technology Organizational Quality Management and Standards Manager for CareFirst Inc. supporting CareFirst Confidential Operations Center. She has served in progressive leadership roles in organizations.
• Confidential has proven process improvement and compliance management experience leading and managing process improvement initiatives across large Programs. She works directly with senior management project managers and other cross - functional areas to identify and resolve significant systemic and isolated quality issues supporting all aspects financial/control efficiency and effectiveness of functions systems and operations of Programs consisting of very complex large multi-million dollar highly visible contracts to include software development and systems engineering operations maintenance and Program Management Office PMO projects . She provides leadership management project management guidance quality assurance and governance support and process improvement in various areas. She provides strategic problem solving to facilitate and achieve business and technical goals within demanding and forward-thinking environments skillfully applying industry standard models and addressing regulations in a practical and cooperative approach across complex organizations.
• Confidential offers great customer service attitude with a proven ability to lead and to act as an effective liaison between the user community and all stakeholders. She is well organized and results oriented. She has strong communication both verbal and written interpersonal leadership and analytical skills allowing her to foster cooperation and negotiate with diverse groups and individuals with the client s best interests in mind. Additionally she has the ability to work well in a teaming environment as well as independently while working in a fluid sometimes tenured environment where rapidly changing multiple and time-sensitive requirements is the norm.

SPECIALTIES

• Portfolio / Program / Project Governance
• Quality Management/Quality Assurance Control/ Compliance and Process Oversight /Audit
• Process Improvement
• Project Management
• Leadership Management
• Remediation Risk Management
• Configuration Management
• Effective Communication

TECHNICAL SKILLS

• Tools Languages Software Protocols MS Office Suite all versions MS Project and Project Server MS SharePoint and Integrated Project Management Tool-kit IPMT MS Visio HTML UNIX SQL SnagIt DreamWeaver FrontPage MS Photo Editor Photoshop Pro OmniPage Adobe Acrobat and Reader Lotus Notes/Domino MS Outlook Cisco VPN Client CheckPoint VPN SecuRemote/SecureClient Citrix MetaFrame NetMeeing/Meeting Space Altiris Agent ACE Server Administration tool Antivirus software Winzip Roxio CD and DVD Creator Goldmine HEAT Centra web conference recording software Remedy Rational Unified Process tools ClearQuest ClearCase DOORS RequisitePro HP Quality Center QC Document Management DM and The Manager document repositories .
• Methodologies/Industry Standards Process Models PMBOK SOX COBIT SEI CMMI ITIL SDLC methodology development and adoption Waterfall and Agile
• Hardware PDA/Blackberry Laptops Intel PCs IBM-compatible desktop PCs peripherals
• Operating Systems Client - Windows 7 XP Vista 95 and NT Server - Win NT Server 4.0 Windows 2000 Server Active Directory Windows MS Exchange Novell LAN

BUSINESS and TECHNICAL EXPERIENCE

Confidential Information Technology Quality Management Standards QMS Manager/ Internal Assessor / Project Manager Supporting CareFirst Confidential Operations Center

Project Manager Initiated and Stood up an Enterprise-Wide Quality Management System QMS

• Established a quality framework within the organization based off a CMMI Maturity Level 2 and 3 and ISO . The initiative is slated to move the organization to providing superior quality across the organization meet customers and regulatory requirements and to attain higher CMMI Maturity and Capability level as well as ISO Quality Management System certification. Recommendations and Roadmap were approved by FEPOC Executive Leadership including the Executive Vice President
• Initiated and developed the vision and strategic direction and multi-phase roadmaps for software development and project management integrated processes
• Performed gap analysis to assess organizational process issues and risks associated with general as well as project management and software application and development
• Leveraged proven experience to select appropriate standards/models methodologies integrating technologies and tools to stand up a Quality Management System QMS and to address PMLC/SDLC-related external audit findings
• Recommended implementation of a Requirements Traceability Matrix RTM and accompanying Commercial Off-The-Shelf COTS supporting tool RTM pilot successful lead to broad rollout
• Collaborated with management to re-engineer existing or establish new consistent and repeatable processes and controls
• Developed and successfully implemented the following to name a few Quality Management and Quality Assurance Plans Enhanced PMO Project Management Plan Enhanced PMO Project Schedule Enhanced PMO Project Waiver Form Peer Review process Quality Gate process and an Independent Process Assessment/Audit Program

Highlights to date

Realizing the cost reduction and positive contractual/customer service level requirements SLR impact of efforts

• Higher quality with lower software development defect rate since implementation of and institutionalization of process standards i.e. Quality Assurance QA Planning Quality Gates Templates Repositories Requirements Traceability Matrix RTM and supporting tool Peer Review process Training Audit Program etc.
• Increased performance efficiency
• 25 reduction in organizational costs based on various Board restructuring
• In response to my assessment findings change owners have initiated received approval and have implemented process changes to remediate issues along the project management lifecycle PMLC and software development lifecycle SDLC
• Identified critical issues early in the lifecycle of a complex project and prevented downstream PMLC/SDLC contractual/impacts which would have impacted a customer SLR
• Planning to serve as SCAMPI Appraisal Team Member in upcoming external appraisal
• Chair of Process Change Control Board reviews/vets/manages proposed internal process changes to software development
• Chair of Process and Product Quality Assurance PPQA working group and supports other process working groups
• Provided guidance and helped the organization implement an approach to capturing baseline metrics
• Leads or participates in project meetings develops and aactively manages Project artifacts
• Manages Process Asset Library PAL - repository for source/point-of-truth artifacts templates SOPs Examples
• Guides mentors and trains project managers and project teams in the use of the organization s Project Management Lifecycle PMLC and Software Development Lifecycle SDLC processes including tailoring where appropriate
• Created organizational overview training program reflecting QMS practices Conducts monthly QMS Orientation and specialized/role-based process training for new hires

Quality Management and Standards Manager - Managing Departmental Operations

• Frequently engages with senior and executive leadership regarding organizational and departmental initiatives. Member and Chair of organizational Steering Committees/Governance Boards
• Directs the quality management and standards control functions for software development and project management functions
• Provides expert information system knowledge to clients in order to solve complex business/quality assurance and control issues supporting the team s and company s strategic goals
• Ensures the execution of embedded controls assesses organizational program/project and process risks conducts/oversees Assessments/Audits
• Initiated and implemented the Audit Program. Coordinates and establishes the annual audit plan to include objectives/scope audit budget audit execution schedule affected departments/projects contacts and expectations.
• Coaches and mentors the internal QMS Team and conducts first-level review of work
• Reviews audit documentation to determine information technology process and system risks and the potential impact of risks on the organization. Perform root cause analysis on exceptions identified during audits.
• Issues Action Items AIs and track to closure
• Identifies audit themes across organizations and determines if new process and/or modification to existing process is needed. Ensures appropriate corrective action has been taken. Contributes to strengthening and improving the governance risk and control environment of the organization shares issues ideas and recommendations with the impacted Stakeholders
• Builds and maintains relationships with business partners at the senior leadership and executive levels. Provides advice and shares Internal Audit knowledge across all areas of management to strengthen PMLC/SDLC processes
• Mentors and manages QMS team sets direction delegates and monitors assignments ensuring commitments are met while providing high quality and cost-effective solutions while meeting internal and external customer expectations coach staff conducts resource interviews and makes on-boarding/off-boarding decisions
• Fosters positive morale
• Initiates prepares and presents value-added metrics and statistical information to executive management and other departments as deemed necessary
• Maintains internal/QMS Share Point portal
• Effectively addresses administrative duties including executive-level reporting
• Effectively manages workflows staff time charge codes performance reviews etc.

Confidential

PQAO Lead / Internal Auditor

• Ensured Projects adhered to organizational policies as well as DOI/FDA client requirements was instrumental in Programs recovery from executing with a red rating to a green rating
• Mentored and trained project managers on project management processes and best practices Regularly conducted QA Orientation
• Actively engaged with Projects to identify process improvement needs based on gap analysis and coordinated with process owners to ensure adequate process support was provided. Provided operational assistance worked with project and senior Management to identify and resolve quality issues determining whether it will meet the individual customer s unique standards and expectations. Applied judgment in tailoring and adapting the company QA Program to meet the requirements and needs of the specific business area helped to develop and improve standard operating procedures and/or decided when it may be appropriate to deviate. Wrote Quality Assurance Plans QAPs and ensured implementation of QA procedures and controls. Adapted QA Program in an effort to save the Program and the customer time resources and expense while still meeting requirements. Developed documentation/justification to support proposed tailoring changes
• Ensured implementation of a Total Quality Management System TQMS across multiple projects to align with industry best practices CMMI Maturity Level 3 ISO ITIL as defined by SRA as well as internal and customer requirements. Projects were large and complex Indefinite Delivery Indefinite Quantity IDIQ multi-year comprised of more than 40 Firm Fixed Price FFP and Time Materials T M projects over 130 staff . Program had an EVM requirement and many Projects transitioned from Waterfall to Agile methodology. Reviewed signed contracts and modifications along with baselined schedules to ensure adherence. Provided process and quality training and helped establish Program/project-specific processes/procedures. Provided compliance and oversight to software / systems engineering processes and best practices ensured Program was executing according to customer contractual and federal regulatory requirements and internal policy and procedures
• Oversaw and conducted Program planned independent formal audits and informal ad-hoc inspections of internal controls and contractual/regulatory requirements spanning all lifecycle phases and key process/operations and performance areas for each project to assess all aspects of Program compliancy and effectiveness. Determined audit projects/candidates prepared annual audit plans conducted and/or directed audits including interviews/walkthroughs scheduled assigned monitored and verified artifacts/audit results of junior PQAO. Prepared audit reports reflecting adherence status issued and tracked audit action items as applicable through closure. Offered process improvement recommendations to project managers and senior management. Scheduled and executed Customer Satisfaction Survey CSS and analyzed customer feedback
• Attended Programs monthly performance status meetings assessed for critical issues and/or variances. Identified and mitigated project risks to the company. Prepared and presented various reports Exceptions monthly status report of projects metrics etc. to internal senior management
• Managed the Corrective Action Resolution CAR process including Get-Back-to-Green plans for projects that had significant non-conformances including investigation of customer complaints regarding quality and ensured appropriate corrective action and customer satisfaction
• Ensured deliverables followed the established document lifecycle process development peer review quality control/technical editing QA verification and certification prior to CM storage and customer delivery . Maintained a project file with QA artifacts
• Coordinated participated in and supported corporate process improvement initiatives to include CMMI and ISO initiatives.
• Created a culture of quality consistent with SRA s guiding principles

QA/QC Lead Managed Departmental Operations Drove daily QA/QC operations Managed resources set direction managed resume classifications for appropriate labor categorization prepared forecasts/LOEs delegated assignments managed charge codes Mentored and coached junior QA/QC Associates regarding process improvement principles and established processes and procedures. Provided input into performance reviews

• Managed SharePoint directory/portal to house internal/Program-specific QA/QC information

Confidential Program Management Office PMO Project Manager/Program Analyst - Supported all Aspects of a Large Organization at Federal Gov t Client Site Government Accountability Office GAO

Project Manager / Program Analyst

• Participated in lifecycle phases of disparate projects. Provided project management and other support. Using SRA s internal methodology followed required lifecycle processes associated with developing and executing on projects. Projects included customer enterprise-wide migration project from Novell to Microsoft. Co-authored project artifacts including project plan/work package scope statement schedule and procurement list . Developed standardized templates and ensured project deliverables were prepared within timely fashion using the approved templates maintained a level of security delivered per schedule and stored in Configuration Management repository ex. developed structured SharePoint site to manage configuration items
• Supported the Program Manager with PMO duties organizational structuring controls and processes etc. . Assisted with assessments of Program resource allocation and managed resume classifications for appropriate labor categorization. Prepared executive-level briefings on special projects and sensitive administrative or Programmatic issues. Assisted in the development of policies and procedures. Managed staff training and development plans. Supported organizational requirements including Program control and tracking reporting practices/management oversight administration and overall performance. Managed license purchase and renewal process

Quality Assurance QA Compliance Liaison

• Enforced SRA s Quality Assurance QA policy within the Program ensuring compliancy with SRA internal processes and policy as well as customer requirements. Identified and resolved quality issues provided support in various process improvement initiatives and assisted with the development of Program tailoring development of Program Management Plan PMP and Configuration Management Plan CMP . Ensured all deliverables followed the established document lifecycle process development peer review quality control/technical editing QA review and certification prior to CM storage and customer delivery
• Performed quality control reviews ensuring deliverables reflect content accuracy and ensuring they met high-quality standards. Ensured products were developed in accordance with established QA procedures and conformed to the customer s requirements. Developed published and provided ongoing guidance regarding QA process workflow and created templates for deliverable types
• Point of contact and participated in all audits internal and external . Conducted random health checks in preparation for official audits. Assessed processes and standards across entire Program Software Development/Engineering and Operations to ensure processes were in place being executed in accordance with SOPs and that documentation was current. Gathered and provided all required artifacts and process threads to Auditors
• Successfully supported ISO audit for which the Program was cited with no non-conformances. Developed and participated in executive-level briefings

Confidential

Information Technology Security Specialist/Risk Management Control Liaison / Internal Auditor

• Reviewed assessed and tested information system controls and security. Led material weakness and Significant Deficiency SD1 SD2 control projects from previously implemented projects/efforts across the organization to remediate Information Security audit findings of various types
• Met with Risk Management team to conduct deep dives of audit findings and proposed controls. Assessed findings interpreted and prioritized for senior management
• Developed appropriate execution plans and lead remediation activities. Managed/tracked status.
• Prepared and provided project status reports/presentations/deliverables to senior management as well as risk management
• Coordinated testing against controls with/provided walkthroughs to internal and external audit and provided evidence/testing artifacts
• Reviewed proposed risk management/COBIT IT controls and assessed operating processes to determine whether control is/can be met. Sought deviations/waivers where appropriate
• Reviewed existing information security policy and procedures and standards. Assessed published materials to ensure policies and procedures were reflected. Provided assessment of effectiveness of controls and quality of deliverables
• Developed and implemented new IT security solutions to meet Freddie Mac information systems requirements. Followed required lifecycle processes associated with developing and executing on projects. Defined/analyzed project scope and objectives to effectively coordinate with stakeholders and ensure accurate and timely completion of projects
• Provided system security including managing user access user roles and system settings within network and database environments for Enterprise applications
• Worked with customers to establish and enforce database standards procedures and guidelines throughout system lifecycle.
• Created project plans on the basis of cost/benefit justification and assisted with establishing a project agreement based on requirement risk and complexity of potential solutions
• Monitored work progress. Created and provided to senior management consistent and comprehensive status reports detailing milestones and metrics. Kept senior management and project sponsors abreast of key issues risks and action items. Prepared lessons learned
• Created various project artifacts including operational flow charts and stored in appropriate Configuration Management repository

Confidential

Customer Education Product Training Specialist / Developer

• Using Freddie Mac s internal methodology followed required lifecycle processes associated with developing and executing on projects. Developed and maintained effective multimedia distance learning/self-help tools to assist customers in doing business with Freddie Mac. Using various multimedia development tools in a timely manner developed and maintained new and existing materials such as web-based online help learning objects quick reference guides and web conferences . Development was reflective of tier 1/premier system some web-based releases due to customer-driven credit policy legal and/or functionality changes. Educational materials were posted and made available to customers via an approved designated public website
• Led enhancement of Online Help/Web-based system
• Gathered/reviewed business requirements and translated them into technical requirements. Coordinated with stakeholders and vendors regarding the IT solution plan and build
• Developed project plans and facilitated phase gate meetings. Led team regarding coordination of deliverable tasks/timelines
• Supervised User Acceptance Testing UAT and subsequent production environment implementation in accordance to Freddie Mac and established SOX processes. Facilitated user testing with sample population to obtain navigation experience patterns. Modified UAT to reflect optimal user experience
• Managed post-implementation monitoring via customer surveys and monthly Hitbox reports and wrote Google key-word search criteria to facilitate optimal search results for customers
• Developed and posted job aid/quick tips to assist users on using new Online Help system. Created additional project artifacts and stored in designated repository
• Member of Multimedia Steering Committee-brainstormed what types of multimedia projects should be developed to support improve and enable existing and potential customers to do business with Freddie Mac. Assisted in writing standards and procedures for department

Confidential

Project Coordinator / Business Applications Analyst

• Project Coordinator for Cross-Departmental Process Improvement Initiatives followed Freddie required lifecycle processes associated with developing and executing on projects and in accordance with SOX policies and procedures facilitated meetings managed requirements schedule performed UAT testing created implementation plans developed and stored artifacts in appropriate repository and participated in lessons learned/close-out activities
• Initiated and assisted with leading migration project of Corporate Customer Service Center to using Commercial-Off The-Shelf COTS product Rational ClearQuest software for Defect/Issue tracking in conjunction with support areas. Customized the tool and developed user training guides
• Initiated and led migration project of change management back-end and front-end process for change control to production for large software development projects and facilitation thereof from Lotus Notes to ClearQuest. This effort converted the former process to a SOX compliant centralized application as well as mitigated risk provided traceability throughout project life cycles and minimized the previously manual process for change control Facilitators

Business Applications Analyst

• Provided critical application support for company-specific Tier 1 and Tier 2 applications
• Monitored systems. Provided on-call support and incident management support during outages to restore normal operations as quickly as possible with least impact to user community. Provided issue resolution and root cause analysis
• Facilitated Production Support Team and Control Board/Change Management meetings. Conducted and participated in formal and informal reviews at phase gates throughout project life cycles
• Created test plans and test cases based on project requirements and documented executed test case results. Completed respective UAT and system testing and production environment implementations in accordance with established SOX processes with minimal or no impact to production
• Prepared respective system reports and SOX compliance reviews and reports

Confidential

Project Coordinator/Helpdesk Lead Analyst Lead for remote access connectivity

• Assisted with nationwide VPN rollout for company over 1000 remote users
• Led team members/SME for resolving their clients PC issues. Provided Tier 1 and Tier 2 phone support for over 4000 users and remote offices for COTS and Freddie Mac-specific Programs
• Provided incident management to restore normal operations as quickly as possible with least impact to user community
• Developed user training documentation and configuration guides. Also provided ongoing team training for local colleagues business partners and regional technicians

Confidential

Helpdesk Technical Team Lead / Regional Computer Analyst

• Managed software distribution hardware and infrastructure rollouts VPN etc.
• Provided nationwide NT environment Tier 1-Tier 2 support for 1200 WAN users and field/remote offices/users. Provided training for various Windows-based Programs and COTS Programs and assisted team members with resolving their clients PC issues
• Provided incident management to restore normal operations as quickly as possible with least impact to user community
• Created helpdesk service level agreements SLAs and pc deployment checklists

Confidential

Desktop Support Specialist

• Provided network administration and software training - assisted with creating network users groups security WinNT system Programming cc-mail and Internet access. Assisted with critical data backups and disaster recovery. Designed and maintained software-license database. Wrote instructional directives for maintenance and software upgrades
• Setup new-hire hardware. Troubleshot and resolved network connectivity issues. Provided phone and desk-side support. Assisted with building PCs and installing standard and task-specific software. Provided software training for various applications