SUMMARY:

ITIL certified Project Manager with 10 + years of IT experience including 4 + years in Enterprise Project Management (EPM). Experienced in all stages of SDLC/ADLC, using agile, waterfall, scrum, and six - sigma methodologies with a focus on system reengineering, maintenance, user support and adoption.

TECHNICAL SKILLS:

• Project Management Methodologies
• Requirements Gathering & Analysis/Management
• User Acceptance Testing (UAT)
• Budget Implications
• Data Analysis
• Business Process Improvement
• Technical Writing
• Quality Assurance
• Time Management
• SOP and KBA Development
• Cost Management
• Risk Evaluation & Management
• BI, ERP & Big Data Platforms
• Performance and Technical Metrics
• Earned Value Management
• Staffing
• Change Control

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, MD

Project Manager

Responsibilities:

• Provided compelling business cases to the stakeholders for system and application design change with proven efficiencies leading to the initiation of sprint sessions on improving the system error messages to include detailed explanation of root cause and resolution to the users which led to improved user perception, system acceptance/adoption, and reduced support surge.
• Developed sustainable, repeatable and quantifiable business process improvements utilizing a data driven approach.
• Guided the client through the revision of the IBM Operational Decision Management ODM rules to improve business process which led to the elimination of thousands of dollars of fines caused by missing deadlines set by GDUFA/GDUFA II laws enacted by Congress.
• Moved between agile and waterfall approaches depending on project specifics and client goals, creating detailed project road maps, plans/schedules, mitigated risk factors through careful analysis of statistical data.
• Anticipated and managed resource change/planning effectively in preparation for system deployment and adoption phase.
• Organized, led, and facilitated cross-functional project teams for minimal defect releases through careful planning, from project requirements gathering, testing and QA efforts to completion, including operational support.
• Worked with the client to gather and analyze requirements for standardizing the communication template and simplifying company and applicant information access used for drug product approval letters sent to the industry by Identifying the COTS software; Exari, and successfully integrated it with Workfront software through deployment, for a standardized industry communication format for drug application approval status.
• Guided cross-functional teams in the deployment of enhanced database management systems (RDBMS) which improved the consistency, recoverability and accessibility of data within the supported platform.
• Directed enterprise rollouts of improved and customized Workflow management software for the FDA, with a focus on user adoption strategies.
• Enhanced service support process to include trend analysis to assist with continuous gap analysis for process improvement opportunities identified during post adoption phase allowing for an improved training delivery method to the users.
• Used Nagios/SolarWinds, App dynamics, and IIB to monitor 4 environments from development to production at service and application level. Maintained over 99% of system availability for user testing, user adoption and as part of system maintenance process.

Confidential. Silver Spring, MD

Knowledge Specialist/Business Analyst & Team Lead

Responsibilities:

• Lead, supervise and manage a team comprised of 8 people. Serve as Acting Lead Project Manager when needed. Provide project management services necessary to plan, coordinate, manage, report, and deliver customer support services to the FDA stakeholders and client for a project management application (Workfront/Panorama), which includes management, implementation and maintenance support.
• Developing and implementing improvement to the quality and delivery of the services; maintaining performance against all applicable service levels and developing/maintaining business continuity plans to meet agreed service levels; facilitating corrective action on performance issues to resolution with the impacted IT/business teams; managing and developing assigned staff including coaching/mentoring and performance management.
• Provided executives with analytics and decision-support tools used as the basis for reorganization, consolidation and relocation strategies.
• Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization. Work in an integrated team environment to determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Help Desk Specialists (Level 1/ 2) including career development. Oversee staff activities. Develop training material and standard operating procedures (SOPs) for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
• Achieve operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.
• Provide data of trends in ad-hoc, weekly, monthly and as needed reports. Monitor and manage ticket queue, as needed. Author and deliver all contractual and internal deliverables in accordance with company policies and procedures
• Partnered with developers to automate manual processes, saving time and money while decreasing errors.
• Collaborated with stakeholder groups across the organization to ensure business and technology alignment. Proposed solutions meeting defined specifications and needs.
• Performed quality assurance, system integration and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of enterprise implementations for up to 6,000 users.

Confidential, MD

Network Engineer/Back-Up Help Desk Manager

Responsibilities:

• Quality Assurance (QA) - Implemented a process to dramatically reduce analyst’s grammar and spelling errors by over 80% to ensure high level of quality in service.
• Network Administration - Used the Symantec back-up, recovery, and archiving solution to maintain and restore the LAN due to an enterprise outage.
• Service Quality and Delivery - Ensured SLA’s are met and exceeded.
• Identified, recommended, developed and implemented tutorials for end users to increase computer literacy and self-sufficiency.
• Created and managed Help Desk operations, with a user base of 3000+ users.
• Built excellent client relationships; provided "damage control" when a client relationship was failing.

Confidential

Help Desk Support Technician

Responsibilities:

• Desk-side support for the Office of the Chief Information Officer (OCIO)
• VPN, Hardware, and MOS support.

Confidential

Project Manager

Responsibilities:

• Independently lead and managed a project for the son of the siting President of Nigeria through every phase; from initiation to close which led to the sale of the finished product to Confidential Nigeria and Africa’s telecommunication giant (MTN). This netted a profit of $250,000.