TECHNICAL SKILLS SUMMARY:

Cisco Technology: Spark, Jabber, Routers, SIP Trunks, ACME SBC, White Glove services, OBTP, Codec HDX 7000 & 8000HD, HDX 9006, MX700, SX - 80, MX-200; VOIP, Cisco Wired/Wireless Headsets, Call Manager, CUCM - UCS, Cisco switches and routers, OBTP, InterCall / Webex

Telecommunications: Genesys, Trunking, SIP Routing, Nortel, Cisco Call Routing, CUCM

Infrastructure: Level 3 / Zayo Circuits, ISX solutions / IDFs and NDCs, Cloud IaaS / Azure

VoIP: Call Manager (CM), Unity Connection, Real-Time Monitoring Tool (RTMT)

Software and Programs: Symphony, VMware, VDI, IPv6 conversion, Microsoft Suite, Lotus Software, Novel Group, PeopleSoft, Linux, Active Directory, Citrix ZenApps, HP ThinClient, SCCM, Sophos, Confidential, Microsoft, Novel, Unix, AV Credant Encryption, SharePoint, Basecamp, Smartboard, Oracle v11 with SID, SQL 2000 DB server, Mobile Iron - MDM, Kronos, PeopleSoft, Cloverleaf ADT, Single Sign On, Remedy, ServiceNow SAAS, XML, GPO, CMS, SaaS, SalesForce CRM, MS Dynamics CRM / NAV, MS O365, BOX, Confluence, SSRS, SSIS, Microstrategy, SQL Server, VSTS, GIT Hub, TOAD, ORION

Clinical Technology: EPIC Care Everywhere, MyChart, CPOE, Confidential Suite, WebPT EMR, Claims Reimbursement, Kareo Billing, Kaprieo clearing house, STAR, McKesson, Clarity Wyse Devices, COW, Alaris Pumps, New construction and implementation management of H1N1 quarantine, Sheik Zayed, CNMC East Wing Addition/3 Main/4 Main/NICU/OR/Shady Grove/PSV/Diabetes Clinic/Pain Clinic

QA Tools: Rational Robot, Mercury Tools, Quality Center, Test Partner, QA Director, Test Builder; Jira, Test Ray, TestRail, Team Foundation Tool, Test Mngr.

Processes and Methodologies: Waterfall, Agile, DevOps, Scrum, Sure Step

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Sr. Global Product Manager

Responsibilities:

• Oversee ServiceNow awareness and communications
• Direct teams through SDLC from requirements through maintenance for each global site
• Effective oversight to ensure successful UAT and seamless integration / transition for end users
• Point of contact for ServiceNow engagement and conduit to other teams
• Oversee requirements gathering to ensure translation of business requirements into ServiceNow configurations
• Monitor and align all ServiceNow projects, activities and processes across the organization
• Use Scaled Agile Framework (SAFe) methodology for managing the program
• Work with business owners to ensure strategy and execution alignment
• Collaborate with internal and external stakeholders to establish deliverables
• Proactively manage changes in project scope
• Identify / mitigate potential risks and escalate impediments
• Collaborate with technical and financial teams to create budget
• Develop and present project status and dashboards to executives including risk management and budget.

Confidential, Baltimore, MD

IT Program and Project Management

Responsibilities:

• Successful implementation of various projects including: site design and renovations, build-outs, new construction, Help
• Desk and Call Center conversions from Nortel to Cisco, ' Confidential to Push', audio visual and video teleconferencing upgrades,
• Cisco Spark and Jabber, upgrade of CCA to Cisco Webex, upgrade of Remedy to ServiceNow
• Testing process for ServiceNow and all assigned projects included: gathering and analyzing requirements, interfacing with business analysts/ developers/ end users, test cases & traceability matrix review, issue reporting / regression testing weekly review, command center support, on-going operation transition support
• Directed team in completion of various tasks, deliverables and phases of project
• Ensured projects are in accordance with LEED compliancy
• Managed stakeholders relations and senior management/program sponsors expectations, dashboards and reports
• Work with leaders/management to define program/project objectives, deliverables and milestones
• Maintain integrated program schedule, track project work, ensuring all resources meet milestones
• Worked w/ IT teams for project related dev / upgrade of apps & SW during SDLC and operations
• Manage risks, issues, decisions, internal & external dependencies at program and project levels
• Managed command center and issue resolution during go-live production
• Oversight of team updates for BOX collaboration and document sharing
• Maintained PMO framework for future project initiatives
• Software used: MS Project, PowerPoint, MS Visio, Excel, Word, Office/360

Confidential, Arlington, VA

Quality Assurance Program Manager / Lead Associate

Responsibilities:

• Charged with creating and implementing the Quality Assurance program for USAID software implementation teams.
• Interim Security Clearance granted
• Developed, defended and briefed senior USAID CIO management on the strategic role of
• Quality Management in the development and maintenance of high quality systems and deliverables
• Developed and implemented the PQM ITAAA SDLC & Auditing process and procedures
• Defined, develop and implement the PQM Quality Management and Auditing process, procedures, and documentation
• Attended Senior USAID CIO meetings and present briefing papers on QM strategy
• Assisted in establishing software quality standards for the entire software development life cycle
• Developed and maintained standard operating procedures for testing and software quality management, processes and templates
• Enhanced testing practices and procedures
• Monitored adherence to each stage of the testing lifecycle
• Provided testing/quality-related training on testing and quality management process
• Conducted quality audits

Confidential, Washington, DC

Quality Assurance and Testing Program Manager

Responsibilities:

• Confidential IT Project/Program and quality assurance team for clinical/medical hardware and software implementations for the Confidential
• Organized and tracked all project related correspondence, timelines, tasks, and activities for all system implementations, upgrades and requests
• Managed team charged with validating data center moves/upgrades and network upgrades which included Cisco servers, switches, routers, VOIP, racks, etc…
• Executed requirements management utilizing process modeling, data modeling, use cases, JAD sessions
• Managed changes in project scope, identify potential issues, and create contingency plans.
• Established required teams for hardware/software implementations including: quality assurance, testing, business analysts, technical engineering, design, development and maintenance. Establish communication channels at each departmental level with stakeholders to implement transition plans and schedules.
• Via SharePoint MethodM site: managed thirty to forty projects assigned to team, including more than sixty different applications, for the main hospital campus and twenty three Remote Outpatient Clinic (ROC) locations in the DC metropolitan area while operating under aggressive project timelines
• Monitored budgets, project cost analysis, and matrixed teams of internal and external resources
• Created and managed on-boarding procedures and training for new employees
• Acquired technical resources as applicable and track progress of actual vs. approved hours
• Performed maintenance HL7 messages in Cloverleaf system for application interfaces
• Worked with leadership and end users to identify, analyze and resolve clinical / technical issues to improve hospital safety, quality and efficiency
• Used MS SQL for Querying the SQL Server database for data validation and data conditioning
• Responsible for managing hardware/software projects for all major hospital-wide implementations: some including Thin Client devices, pc/apple mobile software/hardware, Wireless AP installation, Claims Administrator, PLUS, Streamline Health, AR Ware, Active Directory Migration, Data Center migrations and relocation, SMS to SCCM packaging, GroupWise to Outlook migration/transition, Confidential (CTI - PowerChart) implementation, mobilized hardware for units - COWS, Alaris Pumps, Pyxis machines, Zebra Printers, Data Center Moves,
• Confidential Additions of four hundred beds/one thousand plus devices, Confidential Anti-Virus/ Credant Encryption etcetera
• Provided continuous AM / PM support for go-live implementation and command center which could run from 8 to 40+ hours;
• Managed testing for issues reported in support of IT department which supported 4000+ hospital employees and users (within main hospital & ROCs remote outpatient centers)
• Worked with Help Desk to verify and resolve Remedy application tickets and fixes
• Environments included thin/fat client, web-based apps, Windows 7, AD, Oracle, Unix, etc.
• Interfaced with hospital users on various testing projects including physicians, nurses & stakeholders; areas included marketing, laboratory, pharmacy, finance, nursing units, etc.
• Used excellent verbal and written communication skills to report up and out to team and in a proper and professional manner
• Simultaneously managed multiple software and hardware implementations/projects/programs running concurrently (up to 32 projects at once)
• Managed hospital construction including new wing additions, nursing units, and the added Sheikh Zayed Campus
• Managed project development from beginning to end
• Defined project scope and deliverables that support business goals in collaboration with senior management and stakeholders
• Developed project plans and communications documents
• Thoroughly communicated project expectations and progress to team members and stakeholders in a timely and clear fashion
• Executed resource analysis to achieve project goals and communicated with department managers personnel needs
• Recruited and managed up to thirty consultants simultaneously based on assessed project needs
• Established/maintained communication channels with vendors to ensure external projects are completed on time
• Identified and managed project dependencies and critical path via MS Project
• Planned, scheduled and tracked project timelines, milestones, issues and deliverables

Confidential

Quality Assurance Manager

Responsibilities:

• Charged with role as QA project manager; planner and manager of QA technical projects ranging in size and scope from $30,000 to 2.5 million dollars
• Managed budget, project cost analysis, and matrixed teams of internal and external professionals
• Led test team of four in the preparation and execution of testing new or revised applications/systems and ensure test are successfully completed and documented
• Developed and implemented the overall software test strategy and approach, Software Test Management Plan Document, test plans, defect tracking procedures, test metrics and project testing schedules and milestones
• Aided in the implementation of business process for procurement app by developing use cases
• Demonstrated an in-depth understanding of requirements and translated into specifications that fit the design and government regulations
• Developed and modified test plans according to requirements compiled in Requisite Pro
• All testing document stored in Version Manager, Reported bugs via PVCS
• Submitted innovative suggestions to improve the quality of deliverables from a user standpoint
• Analyzed test data to verify the system capabilities against the baseline requirements
• Led team in performance of system acceptance, integration, system and regression testing
• Verified that all updated versions of applications and builds were in sync so testers could have the latest code available; facilitated the configuration of test environment to ensure test execute in “mirror image” of production
• Provided up-to-date information on project status, defects, issues, and project risks
• Developed overall readiness and risk assessment of new or revised application/systems and presented to leadership