SUMMARY

• Twenty years of project management with a focus on large scale and global projects
• Innovative problem solver with proven customer relations’ skills
• Experienced manager of business, IT, SAP and security projects

TECHNICAL SKILLS

HARDWARE: Compaq, Dell, IBM, Hewlett - Packard and Macintosh

OPERATING SYSTEMS: Microsoft NT, Microsoft Windows 3.11/’95/’98/2000/XP/Vista/Win7, Macintosh, Novell NetWare and MS-DOS

SOFTWARE: ClarisWorks, Visual Basic, SQL, dBase, GroupWise, FileMaker Pro, Lotus 1-2-3, Lotus Notes, Oracle, Netscape, Visio, WordPerfect, Quattro Pro, MS Word, MS Excel, MS PowerPoint, MS Access, AutoCAD, MS Project, ASP, EDI, CRM Incident Tracking, TrackIT, VisiFLOW, XML, SCRUM, MS Power BI, Crystal Reports, FileNET, MS Server, Remedy 6.x/7.x/8.x, Discovery 10.x, Documentum, Qualys, Snort, Real Secure, Nexus, NMAP, Nessus, XLCubed, IDS, MS SQL Server, Planview, Suretrack Project Management, Change Management Database (CMDB), ServiceNow (Eureka, Fuji, Geneva) and SharePoint

SECURITY SYSTEMS: Lenel OnGuard 6.1.222, Pegasus, PELCO, Honeywell Pro-Watch, NICE Vision, AMAG and Software House

PROFESSIONAL EXPERIENCE

Confidential, Harrisburg, Pennsylvania

Project Manager

Responsibilities:

• Serve as direct liaison to internal customers and business teams in continuing development and improvement of the Service Management Platform
• Effectively implement and manage appropriate IT Governance processes that result in effective controls and a high degree of IT business alignment with Incident, Request Change, Problem and Knowledge module(s)
• Establish key metrics and develop/provide effective reporting of KPI's and trends to IT departments and customers by conducting *Deep Dives* into metrics and processes to develop strategies for enhancement and improvement of IT Operations
• Effectively implement/improve Service Management Platform, and IT Infrastructure and Operations processes in an ITIL based framework to improve the Operations of the Helpdesk, remote support, and all of IT Infrastructure and Operations
• Work with the business to gather/understand requirements, drive ITIL processes, advise on ServiceNow implementation phases and planning; translate business needs into tool functionality with ServiceNow and coordinate UAT
• Lead ITSM conversion from BMC Remedy 8.1 to ServiceNow - Fuji, Geneva by joint application and workflow sessions | meetings detailing Business process; used BMC Discovery 10.0 to identify and discover asset(s) on the network for conversion.

Confidential, Houston, Texas

Service Delivery Manager

Responsibilities:

• Responsible for administrative duties within the IT procurement and inventory management function; maintained records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software.
• Performed as the major incident manager ensuring post incident reviews take place; monitoring and reporting of services and support against Service Levels (SLA/OLA) and key performance indicators (KPIs)
• Developed compliance management strategies and IT risk plans for network and security transformation programs; IT strategy development and implementation
• Manages projects with a span of influence that typically require working within a single business segment, or possibly two business segments, and/or across a few corporate shared service resources, such as Software Development, Information Security, IT Development, Customer Service, and/or Training
• Initiate, lead or participate in projects that enhance the quality and efficiency of the Service Desk including Service Management conversation(s) - ServiceNow from Remedy)
• Responsible to analyze existing applications, systems and business processes to provide the necessary guidance for the improvement of metrics capabilities and Enterprise processes surrounding metrics
• Contributed and coordinated team efforts of safeguarding information system assets by identifying and solving potential and actual security problems including implementing security improvements by assessing current situation, evaluating trends, and anticipating requirements; upgrading systems by implementing and maintaining security controls.Keep users, business and technical staff and management informed by preparing documentation at varying stakeholder levels

Confidential, Houston, Texas

Senior Project Security Manager

Responsibilities:

• Provided direct training and oversight to all employees, contractors, alliances, or other third parties, ensuring proper physical security clearance access card in accordance with established organizational information security policies and procedures.
• Managed 15M budget for the Houston-area security for access control conversion - 21 buildings; documented security policies and procedures and provides specific-security issues using OnGuard ET (version 6.1.222) for access control.
• Provided guidance and collaborative security measures working with the countries of Angola and Nigeria along with the states’ of Texas and Virginia for system transitions; initiates, facilitates, and promotes activities to create information security awareness within the organization. Developed disaster recovery planning - documentation, planning, testing, and business impact analysis.
• Served as Technical Project Manager for Global Smart Card (IT/physical access card) initiative; Accountable for technical portion of budget - 5M (Total Budget - 20M)
• Developed reports that pull data from various sources showing license entitlements, installations, usage, renewal, procurement status, and data gaps and research and develop standardized SAM processes.
• Internal Audit - SAS70, Sarbanes Oxley auditing and management assertions (risk identification, controls testing, and remediation) while initiating penetration analysis
• Conducted project/phase kick-off meetings to communicate individual roles and project expectations and ensure all project team members have the tools and training required to effectively perform their tasks.
• Case Study: Service Management study - BMC Remedy versus ServiceNow. Review Service Request processes using advanced interface leveraging SM tool

Confidential, Austin, Texas

Security Project / Development Manager

Responsibilities:

• Managed public access web development solution that enable government to offer private citizens and businesses the convenience of on-line access to information and services, increasing citizen satisfaction and leveraging resources using Active Server Pages.
• Gathered and prioritized business requirements for document imaging project(s) and maintain the overall project plan/schedule and project accounting
• Increasing knowledge of emerging web technologies and encourage development team to discover and understand new technologies through monthly brown bag meetings.
• Created and maintained the technical evolution of the Confidential Workflow application, managing and improving the technical infrastructure through custom development using Visual Basic while interfacing with the baseline product VisiFLOW.
• Researched current trends and developments in enterprise governance, risk, and controls.
• Created and developed QA process for the workflow development team.
• Maintained external technical coordination and communication using CRM software. Managed communications such as: Business projections, demos to customer groups, packaging characteristics, cost and contract negotiation and product positioning and scope.
• Performed IT audits to include risk assessment and management, controls development, implementation, and testing; controls remediation and re-design.
• Worked with State and County Municipalities in Texas and Florida for new Workflow projects in the Voter, Transportation and Vital Statics strategies

Confidential, Austin, Texas

Program/Product Manager

Responsibilities:

• Defining how the project will interoperate with external standards, and involving external groups in the project review process; gather and prioritize business requirements.
• Supporting technical projects from initiation through implementation, including phases such as design, procurement, build/configure, testing, implementation, and close
• Collating the project schedule from each team role, and managing the master schedule (each team member is accountable for scheduling their own responsibilities within the overall project schedule).
• Initiated and maintaining reporting relationship with project stakeholders to coordinate efforts across multiple business and technical groups, while ensuring continuous efficient management of projects.
• This includes working with: team members, peers, manager, customer, vendors, auditors, and other affected departments.
• Responsible for the vision and strategy of the group that provided strategic IT security and audit solutions
• Specifically in the areas of IT risk and vulnerability management, IT security assessments, audit, digital risk assessments, disaster recovery, security policy creation, business continuity planning and vulnerability management.
• Maintained external technical coordination and communication. Managed communications such as: Business projections, demos to customer groups using CRM, packaging characteristics, cost and contract negotiation and product positioning and scope. This enables the development group to work efficiently without unnecessary disruptions.
• Accountable for the management of IT risks that included annual risk identification and assessments. Additionally, responsibilities included information security and data integrity of the enterprise, including all data centers, field service centers, web portals, identity servers, communication and collaboration systems

Confidential, Austin, Texas

Project Leader/User Integration Security Manager

Responsibilities:

• Designed and implemented a security system using Intranet (Portal System) and modified it using Oracle and ASP. This system allowed a customer service representative to track a customer’s order.
• Consulted with 3 outside vendors on the design of the Internet site specifying development objectives and functional requirements using JAVA, CRM, HTML and SQL.
• Supervise development team tasked with maintaining the Intranet site using MS SourceSafe to promote version integrity. Responsible for release management of new product versions. Develop training classes for customer service representatives after a new development release and ongoing training releases.
• Worked with clients to develop risk management frameworks that identified, assessed, ranked, rated, and managed ERP and business process risks; Sarbanes Oxley 404 and 302, M&A audit programs, year-end audits, internal audit co-sourcing, application and general controls, SAS 70, and contract audits (business process, application and general controls)
• Created and developed QA process for the workflow development team.
• Lead the design and implementation team for the ISP Billing system using Oracle, Visual Basic and ASP. Modified the billing system to accept Debit/ACH payments for Confidential customers thereby increasing the revenue earning potential for the company.
• Responsible for process documentation of the Billing/Customer Order Management systems in a call center environment.

Confidential

Project Manager

Responsibilities:

• Lead the design and implementation team for a regional intranet specially used for Year2000 readiness. The Intranet site was created using Oracle, and ASP. Responsible for testing dynamically created Web pages for accuracy and correctness using SQL.
• Responsible for inventorying, remediating, and reviewed compliance status on the facility’s 19K items which make-up 80% of the total inventory. Performed a master inventory on all of computer equipment contained within the Confidential ’s Medical System.
• Met with 45 outside vendors to discuss new agreements/extensions for new product purchases such as Compaq and Dell desktop systems, Hewlett-Packard service support and Microsoft. Negotiated and reviewed OEM products/service contracts for the hospital’s vendors.
• Managed and coordinated a department with responsibility for results in terms of costs, methods and employees using WTCS, DPS, Microsoft Word, PowerPoint and Outlook.

Confidential

Project Leader

Responsibilities:

• Planned and developed business models and cases for TDHS customer’s automation needs, including costs benefits and resource estimates for applications which include multiple agencies using programs such as Lotus 1-2-3, MS Excel and MS Word. Developed plans and budgets prescribed the agency’s data processing goals and analyzed procedures for efficiency and validity of their product for WIC program.
• Developed and implemented of debit-based business transaction systems to automate, status reporting, public assistance allotments and other services implemented over Oracle systems integrating COBOL and C design parts.
• Wrote conception design documents. Conducted 25 Joint Application Design (JAD) workshops developing methodologies and data models using applications like Visio, Project, CRM and PowerPoint in support of the WIC program in Texas
• Researched alternative solutions to lack of convenience for welfare recipients by meeting with 15 State Representatives and 2 State Directors. Reviewed and analyzed federal and state regulations pertaining to customer business plans, created plans and proposals for automation initiatives.