SUMMARY:

• PMP, ITIL, and Scrum Certified Manager with 20 years of experience providing proven leadership, specific to the day - to-day business operations guidance, and technical support to the Confidential working in matrixed and agile organizations.
• Creating project schedules, scope statements, providing oversight and management to engineering, system administration, software development, and service desk support teams, working with external, an internal stakeholders.

WORK HISTORY:

Senior Project Manager

Confidential

Responsibilities:

• Coordinated and conducted project meetings for the Confidential .
• Ensured Veterans Relationship Program Management Office Developers, Testers, and Business Analysts understood and delivered the Veterans Affairs Education Services Education Call Center software requirements on time, and within budget. Tracked the completion of software project deliverables in Microsoft Dynamics
• Selected to manage two groundbreaking Veterans Administration projects:
• The White House Hotline project; reducing the case resolution time for Veterans Complaints by 30 percent
• The Veterans Experience Data Warehouse project; implementing a data storage system that allows the VA to track the customer’s journey each time the customer contact the VA
• Reviewed project documentation for correctness
• Ensured that the Agile Scrum Methodology was implemented and followed
• Communicated project weekly updates, risk, and issues to government leadership, Deputy Directors and Branch Chiefs

Senior Project Manager/Business Deployment

Confidential

Responsibilities:

• Provided project management support to the Department of Education Office of Chief Information Officer
• Managed and Coordinated 10 million dollars software project development and installations, conducted technical exchange meetings with technical resources and members of the Department of Education, ensured all projects was delivered on time, and within scope, and budget
• Ascertained project requirements through the facilitation of requirement gathering meetings
• Created project schedules, project documentation, and managed all phases of software system life cycle testing
• Provided project management support for the Common Core of Data-Database Management Support (CCD-DMS) project
• Responsible for project staffing; including, selecting an interviewing candidates to staff open positions
• Provided business development support, conducted research on new business opportunities, coordinated meetings with customers to present Confidential ’s core strengths and abilities

Installation and Planning Division Manager

Confidential

Responsibilities:

• Managed a team of 66 employees comprised of engineers and project managers who provided software support, hardware installation, and training for networks unique to the federal government. Ensured all deployments and scheduled training were conducted on time and within budget
• Maintained training documentation, coordinated travel arrangements
• Monitored program financials
• Contributed as a key member of working groups that established IT business processes

Team Lead/Project Manager­

Confidential

Responsibilities:

• Managed the full lifecycle of network installation projects, from requirements gathering to the initiation and customer acceptance of the project
• Drafted customer requirement documents, project management plans, developed project schedules, coordinated and conducted technical exchange meetings, procured equipment, ensured the projects were funded, and assigned recourses and managing twelve project managers assigned the same responsibilities
• Provided assessment of employees through performance reviews
• Planned, prepared and conducted weekly project management reviews with senior government customers

Project Manager

Confidential

Responsibilities:

• Responsible for conducting technical exchange meetings, requirements analysis, wrote system verification reports, developed system requirements tractability matrixes, and tested all software
• Authored test plans, deployed software and tested it in the customer’s environment
• Provided technical support to a system software test organization, managed the training of employees, wrote performance appraisals and interacted with the client’s management and technical staff to ascertain requirements and present technical solutions

Helpdesk Manager

Confidential

Responsibilities:

• Monitored corrective actions of all service calls
• Provided customer support, in the following areas - network operations, installation and maintenance, secure telephone support
• Supervised 15 system administrators that provided UNIX and Windows NT helpdesk support to over 2,000 customers
• Wrote performance appraisals for 15 network operation center employees
• Directed employee training
• Wrote helpdesk trouble call procedures. Monitored and evaluated team members job performance

Technical Manager Helpdesk Manager

Confidential

Responsibilities:

• Managed 30 employees that provided UNIX, Network, Database and IBM Mainframe helpdesk support to over 200 worldwide customers
• Directed team members training. Managed all computer system operations
• Managed corrective actions taken for 65 percent of all helpdesk service calls.
• Monitored and evaluated team members job performance
• Prepared and presented charts for daily morning meetings
• Monitored all local area and wide area networks
• Ensured the reliability of service to 200 worldwide customers
• Used the monitoring tool spectrum to investigate both remote and local problems
• Performed troubleshooting of network problems
• Supervised network problems
• Worked with network engineers to resolve network discrepancies.

Telecommunications Supervisor/System Administrator

Confidential

Responsibilities:

• Supervised the transmission of classified data over secure lines.
• Provided maintenance, troubleshooting, and coordinated with system technical specialists to resolve LAN discrepancies
• Maintained logs, rosters; status boards; charts, and graphs
• Prepared reports, and analysis pertaining to telecommunication operations
• Updated UNIX, an ORACLE database
• Orchestrated help desk support in the forms of user ID creation, server updates and password creation
• Edited UNIX files and directories