SUMMARY:

• Results - oriented manager adept in project management and strategic planning while supporting multiple industries. Dedicated IT professional with over 5 years career experience delivering excellence in cross-functional team building and leadership. Identified and implemented business processes integrating emerging technologies. Managed budgets of up to $4M and cross functional teams of up to 30 developers, programmers and analysts. Exhibits superior communication organizational and analytical skills.

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

• Lead team of 5+ IT Security Specialist in all phases of the project (from requirement gathering, test phases, penetration testing, and risk assessments).
• Responsible for coordinating work within the work stream and manage the overall planning, providing estimates, resource commitments, and risk analysis for billing implementation.
• Strong understanding of the Waterfall Software Development Lifecycle.
• Subject matter expert in the Claims/ and Billing domain.
• Identify, communicate, and coordinate other risk management activities that must be completed such as vulnerability scanning, confidentiality and privacy review, and vendor assessment.
• Coordinate with other subject matter experts to mitigate information security risks and to correct compliance exposures and gaps.
• Communicate required and best practice improvements to reduce risk to an acceptable level.
• Lead the development, implementation, and monitoring of risk management initiatives.
• Build collaborative relationships with project teams and other stakeholders to foster transparency and customer service.
• Providing oversight to ensure overall program and project goals are met and will act as the single point of contact with FDIC's OM and TM.
• Plans, directs and supervises resources, ensures performance and has complete operational responsibility for the fulfillment of the services and tasks identified in this SOW and TOs.
• Responsible for ensuring quality assurance on all work products.
• Define project scope, objectives, staffing, resources and deliverables.
• Develops and maintains project work plans, prepares and submits the required status reports, communicates program and project status, activities and issues.

Confidential

Project Manager

• Managed a team of 10 analysts.
• Served as a liaison between the PMO office and Office of Information Security.
• Coordinated the implementation of IT security programs across platforms, and established IT reporting criteria.
• Evaluated IT security incident responses policies; identified the need for IT security changes based on threats.
• Coordinated with various departments and ensure delivery of projects on time.
• Identified the need for IT security changes based on threats.
• Worked with clients and customers to access IT needs, providing expert technical information or assistance.
• Tracked and monitored progress of project office as well as coordinate delivery dates.
• Supervised and maintained master program schedule as well as PMO SharePoint.
• Collected, monitored, approved, and submitted timesheets to client for approval.
• Prepared and maintained weekly and monthly project status reports.
• Tracked and monitored progress of Enterprise Life Cycle (ELC) documentation and system.
• Manage overall program schedule and reported program status and metrics.
• Coordinated and administered weekly and monthly Project Reviews for all IT projects ($40M budget)
• Tracked and updated all decisions, risks, and action items to ensure project is on track and within scope.
• Established the PMO SharePoint site and ELC artifacts.
• Demonstrated a proactive focus on meeting client and project requirements in a timely and cost effective manner.

Confidential, New Carrollton, MD

Project Manager

• Managed a team of 30 programmers, developers, and analysts.
• Led major software integration delivery efforts and evaluation of systems/applications software technologies and solutions.
• Bridges communications & verifies information between enrollment and group administration departments.
• Setting priorities for various tasks, such as running & auditing bills, renewals, and special projects.
• Managed a team of five with items related to billing and group maintenance.
• Managed claims/ billing for multiple departments within the ACA project.
• Collected, monitored, approved, and submitted timesheets to client for approval.
• Prioritized and coordinated tasks to complete projects within deadlines.
• Aggregated metrics reports from projects for executive reports and hourly updates.
• Analyzed core process areas (e.g., Incident Management, Change Management), determine future state impacts, and define new procedures necessary for future operations.
• Coordinated the implementation of IT security programs across platforms, and established IT reporting criteria.
• Worked with Deployment team to monitor production readiness, including end-to-end monitoring, defect management, outages, performance, and capacity.
• Monitored End-2-End (E2E) dashboard, Knowledge, Incident/Problem, Service Asset Management (KISAM) reports, and Business Objects Enterprise (BOE) reports.
• Led integrated organizational readiness activities for deployment of new systems and applications to production.
• Identified people, process, and technology readiness gaps, developed action plans, and monitored progress of gap resolution activities.
• Researched current ITIL standards and architecture integration processes.
• Monitored Priority 1 and 2 incidents in ITIL compliant environment.
• Executed data collection and synthesis to generate analysis and support executive status updates and decision making.

Confidential

Lead IT Specialist

• Provided technical assistance to coaches, players, and staff members of the home/visiting teams.
• Setup, operated, and troubleshot all Microsoft Surface tablet issues.
• Setup still photo printing stations and tablets on the field and in the coaches’ booths.
• Wired all tablets for connectivity to the printing stations.
• Troubleshot issues regarding computers, printers and network.

Confidential

CEO/ Project Manager

• Generated concert revenue and profits by developing and implementing concert concept; hiring talent, support staff, managing finances.
• Interfaced with the artists and venues to schedule a performance date.
• Arranged for media announcements of the upcoming show by communicating with local radio stations, cable companies and newspapers.
• Worked with the venue to maximize its advertising capabilities
• Posted concert announcements on posters, bulletin boards and internet blog sites to promote an upcoming show.
• Pre-concert arrangements included arranging for ticket and playbill printing, hiring security personnel, setting up merchandise and ticket counters and personally monitoring or running ticket sales at the door.
• Provided accommodations for the artists, lodging, special requests, and their transportation to and from the venue and travel arrangements after the show.
• Ensured that the show comes off without a hitch, which can mean interfacing with artists, stage crew and venue staff to monitor the progress of the event.
• Negotiated contracts with the performer’s manager.

Confidential

Desktop Support Lead

• Supported end-users with IT-related problems in a responsive and service oriented manner.
• Led 6 member help desk in providing phone and onsite support.
• Responsible for generation and distribution of Remedy metrics reporting.
• Identified opportunities and developed productivity support tools to align with the company’s business requirements.
• Monitored backup jobs and ensure high level of completion success rate.
• Trained 80+ staff members on how to utilize IT related equipment.
• Developed and monitored performance levels of software and hardware.
• Migrated users from Windows XP to Windows 7.
• Enforced IT security policies performed IT security scanning, mobile device encryption.
• Checked maintenance plans for security patches.
• Administered and supported Windows servers to include Active Directory (AD), Group Policy, Local Area Network (LAN), Domain Name Service (DNS), and Dynamic Host Configuration Protocol (DHCP).

Confidential

LAN Technician

• Troubleshot issues regarding computers, printers and network ensuring maximum uptime.
• Assisted with the migration, creation and deployment of new computer images.
• Provided first level customer support to the client via phone call and email requests.
• Troubleshot Outlook issues including profile setup/ migrations and PST issues.
• Tested hardware and software applications for the purpose of implementing and integration into desktop environment.
• Added/Modified/Deleted Accounts in Active Directory.
• Added/Moved new workstations to proper Organizational Units (OU).
• Logged, tracked, and documented all incoming calls in Service Now ticket system.

Confidential

Sr. Desktop Support Analyst

• Successfully moved a 3,000 employee global client from Windows XP to Windows 7.
• Documented procedures, policies, and best practices.
• Maintained, managed, and released Project Plan.
• Collected requirements, developed scope, and detailed project plan for the Windows 7 deployment.
• Troubleshot and performed upgrades to iPhone/Blackberry devices/Hardware/Software issues.
• Executed administrative tasks in the Active Directory.
• Supported video conferences internal and external.
• Maintained accounts on Blackberry Enterprise Server (BES).
• Deployed client/server computing environment
• Performed device configurations on Apple Mobile devices: iPad, iPhones.
• Managed a team of 5 technicians and performed performance review and goal setting.
• Reported, planned, and used spreadsheets to support the project move.
• Managed the audits (including seat assignments, occupancy, vacancy, labs & equipment).

Confidential

Helpdesk/ Desktop Support Specialist

• Installed smart card readers
• Responsible for imaging all desktops and laptops
• Provided first level support to the client via phone call, desk- side visits or email requests.
• Trained on-site personnel, as well as off-site personnel.

Confidential

Desktop Engineer

• Resolved hardware and software problems with minimum disruption to computer/phone system users
• Coordinated hardware repairs with vendors when appropriate
• Completed desktop related projects as assigned (e.g., office moves, printer installation, etc.)
• Installed/configured new desktop and server equipment
• Assisted users with using desktop software
• Worked with Help Desk and Network Operations staff to resolve problems received from clients.

Confidential

Assistant Scheduling Manager

• Recruited and select service-minded associates for staff positions.
• Trained, motivated and coached staff to reach their fullest potential and to maximize sales.
• Monitored and addressed performance issues on a timely basis.
• Determined strategy to meet productivity goals.
• Updated schedules to reflect new hires, terminations/ resignations, transfers, and placement of on-calls.
• Created and implemented project plan for all inventory projects.