Program / Project Manager Confidential

Senior program/project manager with extensive experience managing full project lifecycle programs/projects across a broad range of industries with projects as large as 240 million for enterprise systems implementations and systems integration, and included area such as Payment Card Industry Data Security Standards PCI DSS compliance, project governance, Lean Six Sigma, ITIL V2 and V3 , US Department of Defense Acquisition Framework DODAF and Agile Project Management. Especially skillful at managing large programs with complex, cross-functional, cross-organizational work efforts. Subject matter expert in Vendor Management, Lean Six Sigma for IT Service Management, ITIL, IT transformation. Highly collaborative, flexible, and adaptable approach to program/project planning and execution. Excellent communication skills, very effective at interacting across organizational levels, considerable experience delivering program/project presentations to executives and senior leadership.

Professional Experience:

Associate Director, IT Program Management Office, Confidential

• Program Manager for IT Support Services transition and Data Center Relocation from Capgemini to IBM and Accenture
• Manage cross-vendor relationship e.g., IBM, Capgemini, Accenture, TCS, etc. to ensure project schedule integration, issue/risk identification/resolution/escalation, and adherence to contract deliverables
• Lead/facilitate weekly Astellas and IBM Senior Leadership Program meeting
• Lead/facilitate weekly meeting for cross-vendor/Astellas project schedule/activities integration
• Lead/facilitate weekly system/application migration planning meeting with Astellas IT and business, IBM, Capgemini, TCS, and Astellas third-party vendors
• Lead/facilitate weekly program transition status presentations to senior IT and business unit leaders
• Integration point for Astellas, IBM, Capgemini, TCS, and Astellas third-party vendors PMs to ensure effective and timely communication, efficient transition of services, and effective activity integration and management
• Lead/facilitate activities for alignment with FDA regulatory compliance for IBM/Astellas/Accenture server/application migrations and decommissions
• Ensure IBM adherence to contract requirement for transitioned IT services to align with ITIL V3 Service Operations framework

Senior Program Manager, Contractor Confidential

• Manage project to transition Aon-Hewitt Canada Operations Client Support organization from myHR/BOUI product implementation to stabilization and business as usual support for new client, Canadian Imperial Bank of Commerce CIBC
• Apply Lean Six Sigma tools to design, develop, and implement standardized processes that align with Aon-Hewitt application development SDLC standards and CIBC contractual requirements for Change Request and Release Management governance
• Provide guidance and support to Aon-Hewitt and CIBC implementation leadership team on cross-domain governance structure, organization, and mapping, and reporting for ongoing product support and enhancement
• Manage project activities through Aon-Hewitt PeopleSoft 9 and SharePoint project artifact repository

Senior Program Manager, Contractor Confidential

• Manage SAP Post Go-Live Support program for US/IT CIO in support of T L Global SAP deployment apply Lean Six Sigma tools to design, develop, and implement SAP Hypercare and Business Support Readiness processes that align with T L ITIL V3 Incident, Problem, and Change Management and Remedy workflows and templates
• Manage activities to outsource T L SAP global support to vendor service provider in Mexico Softtek
• Manage SAP Developer Capgemini compliance with SOW for Knowledge Transfer KT to Support Vendor Softtek apply Lean Six Sigma tools to design, develop, and implement processes to drive KT quality
• Manage project activities utilizing Daptiv T L project management tool

Senior Program Manager, Confidential

• Lead Flexera implementation project for IT Controller to enable automated software license management for compliance, utilization/optimization, and cost analysis across enterprise
• Lead Apptio implementation project for IT Controller to enable automated Bill of IT to business segments
• Lead Lean Six Sigma project to implement QA/Testing Center of Excellence for IT Corporate Solutions Delivery
• Lead Lean Six Sigma project to improve contractor project manager hiring process
• Lead Lean Six Sigma initiative to improve new PM contractor on-boarding and orientation process
• ITIL Subject Matter Expert for Configuration Management Database CMDB implementation project
• Manage project activities utilizing Planview

Senior Project ManagerConfidential

• Lead Lean Six Sigma/ITIL V3 project to implement Problem Management and build underpinning processes for operational excellence and integration with existing Incident Management and Change Management processes.
• Wrote project plan, created work breakdown structure, and built project schedule in MS-Project
• Created and delivered presentations on ITIL Problem Management concepts, Six Sigma DMAIC and Lean for process quality, and Effective Root Cause Analysis.
• Manage project activities utilizing MS-Project

Senior Project Manager, Confidential

• Lead for Video Conference System Global Deployment of Cisco video conference devices to Accenture offices in US, UK, Argentina, Italy France, Australia, India, and Philippines.
• Managed project from proof of concept, technical pilot, business pilot, through transition to IT Operations and project closeout.
• Built and managed global process for device setup, configuration, testing, certification, and user acceptance.
• Created methodology, processes, procedures, and documentation for post-project, on-going deployment of video conference system.
• Interfaced with Accenture leadership on project phase exit/entrance criteria and risk management.
• Manage project activities utilizing MS-Project

Senior ITIL/Lean Six Sigma Program Manager AIM Walgreens, Confidential

• Manager from initial phase through transition to project closeout for ITIL V3 Service Network Operations Management, Service Desk, Global Command Center, and BMC-Remedy implementation for Walgreens IT Enterprise Services 7,500 stores, 220,000 employees, 1.5M Incidents/YR in support of IT Organizational Transformation Project targeting 1B in annual savings implemented November of 2010
• Program Manager for initiative to integrate nine IT support organizations into a single Global Command Center.
• Responsible to develop policies and processes for integration of Off-Shore Application Development Service Provider with Walgreens Enterprise ITIL V3 Incident Management Policies implemented October of 2010
• Created architecture and project plan in MS Project for Project Manager for Lean Six Sigma project to design underpinning processes for Walgreens ITIL V3 framework and continuous process improvement implemented December of 2010
• Manage program activities utilizing Planview and MS-Project

Senior Lean Six Sigma/Confidential

Provide expertise and recommendations to Attain senior leadership on strategies to win DoD/Army ITIL V3 , Lean Six Sigma, and Organizational Transformation, including RFP response writing, whitepapers, presentations to DoD agencies on Attain capabilities whitepaper presented March of 2010

• Provide assessment and recommendation to Attain CEO for implementation of ITIL and Lean Six Sigma at Attain, including business process improvement, project management, governance, and organizational transformation whitepaper presented to CEO April of 2010
• Provide expertise and recommendations to Attain CEO and Juran Institute CEO on plan for joint initiative to win DoD/Army contracts for ITIL, Lean Six Sigma, and Organizational Transformation, and Project Management led to joint agreement announcement in June of 2010
• Mentor Attain Lean Six Sigma Master Black Belts, Black Belts, and Green Belts deployed on DoD contracts
• Lead Lean Six Sigma assessment of RCAS application development / deployment processes assessment delivered to RCAS May of 2010

Senior Program Manager Confidential

• IT Operations Process Improvement Project Manager reporting directly to the Chief Technology Officer, managing full lifecycle development of all projects with emphasis on process improvement using MS Project and Clarity.
• Project Manager for 3.2M Enterprise Deployment of CA Unicenter Suite of products, including Computer Associate Unicenter Enterprise Service Desk Version 12.0 and Network and Systems Management products project came in 200K under budget and was awarded Smart Enterprise IT Management Excellence 2008 by Computer Associates
• Lean Six Sigma Master Black Belt liaison to Bank of America and GE for TU New Product Development
• As Project Manager and Lean Six Sigma Master Black Belt in charge of the TransUnion Lean Six Sigma Green Belt program was responsible for mentoring team members and certified 30 Green Belts.
• Project Manager for migration of back office network from Novell to Microsoft Active Directory.
• Project Manager for implementation of RSA SecurID leveraging Forsythe consulting to replace Novell 2-factor authentication as follow-on activities to migration from Novell to Microsoft Active Directory.
• Project Manager for compliance assessment of Network Infrastructure with Payment Card Industry Data Security Standard PCI DSS . Presented assessment to CTO on 12/2009.
• Project Manager for cost/benefit assessment of Business CRM and Customer Call Center CA Unicenter system integration. Presented assessment to CTO on 1/2010.
• Manage project activities utilizing MS-Project and Clarity

Senior Program Manager, Confidential

• Responsible as Program Manager for IT transformation services contracts with United States Military Entrance Processing Command USMEPCOM , US Department of Defense DoD , USMEPCOM HQ, for implementing Project Management Office, Project Management Governance, Project Management of IT projects, and ITIL V3 Help Desk and Global IT Network Command Center in support of USMEPCOM mission to process military enlistment applicants 400,000 applicants/YR and maintenance of Selective Service System
• Site Manager for BearingPoint Project Managers deployed for USMEPCOM Organizational Transformation contract expanded BearingPoint engagement from 600k to 3.5 million
• Project Manager for implementation of IT Project Management Office PMO
• Project Manager and Architect for implementation of VIPS Project Governance structure, supporting processes, and organization transformation for USMEPCOM Chief of Staff in support of 240M Virtual Interactive Processing System VIPS project
• Project Manager, Minnesota National Guard ITIL V3 Service Network Operations Management assessment and FileNet deployment - 600K engagement completed February, 2008
• Project Manager for National Guard Bureau ITIL V3 Service Network Operations Management and Enterprise Data Warehouse Assessment delivered to NGB March, 2008
• Project Manager for deployment of Remote Centralized Test Scoring R-CTS for USMEPCOM to National Guard Bureau sites
• Author of NGB Remote CTS Implementation and ITIL Service Management Whitepaper for NGB
• Project Manager for ITIL V3 Service Network Operations Management assessment and Lean Six Sigma process analysis of US Selective Service System Command Center
• Manage project activities utilizing MS-Project

ITIL Senior IT Manager Confidential

Project Manager for implementation of ITIL V2 Incident, Problem, Service Level Management, Service Catalog, and Enterprise Network Service Management tools, and organizational transformation

• Project Manager to expand ITIL V2 Enterprise Network Service Management tools for International support
• Project Manager to implement ITIL V2 Incident and Problem Management to TransUnion Canada
• Project Manager to implement ITIL V2 Change Management to TransUnion IT, Denver
• Project Manager for TransUnion Global ITIL V2 Incident and Problem reporting strategy development
• Project Manager for ITIL Incident/Problem/Change Management training for TransUnion Atlanta
• Project Manager responsible for network technologies to align data center vendor services with TU ITIL V2 Service Management Framework
• Manage project activities utilizing MS-Project

Senior Project Manager CNI , Confidential

• Program Manager for IT transformation services contract with United States Military Entrance Processing Command, US Department of Defense, USMEPCOM HQ, for ITIL V2 Incident, Problem, and Change Management implementation, Lean Six Sigma initiative, and assessment of USMEPCOM IT Acquisition support alignment with DoD Acquisition Framework DODAF in support of USMEPCOM mission to process military enlistment applicants 400,000 applicants/YR and maintenance of Selective Service System
• Authored successful response by USMEPCOM CIO for Network Architecture exceptions to USARMY Architecture Standards based on Mission needs
• Program Manager for CNI contractor resources on MS-Exchange-MS-Windows server, network support, and CA Unicenter configuration projects
• Project Manager for Lean analysis and improvement of ITIL V2 Change Management for IT Operations
• Project Manager for implementation of Computer Associates Unicenter Service Desk, ITIL V2 Incident, Problem, and Change Management, Service Level Management, Service Catalog, and IT organization transformation for National Command Center supporting 65 Military Entrance Processing Stations
• Project Manager for Computer Associates Unicenter implementation of Knowledge Tool module to support Self Service for ITIL V2 Incidents at 65 Military Entrance Processing Stations
• Manage project activities utilizing MS-Project

Manager , Confidential

• IT Operations Manager responsible to set up Network processes, reporting to Chief Information Officer
• Managed IT Service Desk, Networking Systems and PC Desktop Support, and Production Operations Command Center
• Project Manager for implementation of ITIL V2 Incident, Problem, Change Management, and Service Desk, and IT organizational transformation
• Project Manager for BMC-Remedy implementation as ITIL system for IT and CRM for Customer Call Center
• Project Manager for implementation of off-shore, 24x7x365 Production Operations Command Center
• Project Manager for rapid deployment of wireless technology to 85 vehicle auction centers across the US to enable each center to host live Internet auctions - 1.5 million project that resulted in 15 increase in vehicle sales and 30 increase in bidder participation project won Computerworld Honors Program's 21st Century Achievement Award for 2005, stating that: The most exceptional aspect of the project is the totality of the integration with other IAA operational systems and the speed at which the solution was deployed to the market less than six months
• Project Manager to install desktop hardware systems at 85 vehicle auction centers in support of new business and resource planning application ASAP implementation
• ITIL V2 Incident, Problem, and Change Management Manager
• Project Manager for Lean project to reduce waste in Vehicle Settlement check printing process for 85 auction centers - 1 million in yearly FedEx charge savings

Manage project activities utilizing MS-Project

Manager, Technical Support Confidential

• Reporting to Chief Information Officer, Manage Desktop PC Support, Command Center, and Service Desk
• Project Manager for ITIL V2 Service Desk and Incident Management Implementation
• Project Manager for Support Desk Consolidation of responsibilities of 3 support desks and 35 field managers into 1 IT Command Center and Service Desk 3.5 million savings

Manage project activities utilizing MS-Project

Manager, Tech Support Training Confidential

Reporting to IT Service Operations Director, Manage IT Command Center and End-User training program

• Project Manager for ITIL Help Desk and Incident Management Implementation

Manager, Tech Support Training Confidential

• Reporting to IT Service Operations Director, Manage IT Command Center and End-User training program
• Project Manager for ITIL Help Desk and Incident Management Implementation
• Project Manager for Remedy System install

New Systems Deployment, Lead Consultant, Confidential

Project Manager for deployment of Windows NT server/Windows 95 desktop systems and medical billing application for kidney dialysis clinics in Albany GA , Cincinnati OH , Indianapolis IN , and Nashville TN

Network Manager Confidential

Reporting to Chief Operations Officer, Manage Novell 3.x network and desktop PC and printer support teams