PROFESSIONAL SUMMARY:

Experienced program manager adept at overseeing a diverse portfolio of projects and shepherding projects through the entire lifecycle in an agile manner while balancing scope, schedule, budget, and risk. In addition performed detailed data analysis, partnered with cross - functional teams, and maintained constant communication with all stakeholders s in conjunction with driving business process improvements and operational enhancements.

AREAS OF EXPERIENCE:

• Project Management Business Process Management
• Data Management Operations Management
• Metrics/Dashboards Account Management
• Continuous Improvement Cross-functional Partnerships
• Service Delivery Budget/Financial Management
• Team Leadership Strategic Planning

EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Piloted projects through all phases of the life cycle, applying standard project management principles such as project plans, deliverable tracking, kick-off and milestone meetings, WBS mapping and status reporting.
• Directed projects in an agile manner by working closely with internal cross-functional teams to tailor a configurable software product while concurrently ensuring compatibility with COTS integrated software.
• Led a project to develop a dashboard by integrating data from a contract writing system and a financial management system.
• Managed the full lifecycle of a software implementation update project for a legacy client, which was this client’s first update in over 3 years.
• Executed end-to-end testing of the new features and functionality of software releases as well as fulfilled regression test requirements.
• Use all available data sources to assemble KPIs and SLAs in order to create dashboards that could be used as tools for internal performance monitoring as well as measuring process improvements.
• Served as the product liaison to demonstrate new functionality of software updates in order to determine which features provide the maximum benefits.
• Utilized Microsoft Dynamics 365 CRM to track client cases, develop dashboards, and generate reports as well as map out the cycle for the Sales team (lead opportunity quote order invoice).
• Guided a System Security Administrator though the processes for establishing logins, passwords, user privileges, warrant levels, and other security settings.
• Administered >10 sessions to ensure users understood the processes associated with a contract writing software product.
• Performed analysis and editing on a proposal to provide a contract writing software product across all departments of the Confidential .
• Provided delivery support to other PMs for the Department of Justice, the Department of Commerce, and the National Science Foundation clients, and established a project document repository in SharePoint.
• Drove to resolution over 100 open tickets, including some that were 5 years old.

Confidential

Program/Project Manager

Responsibilities:

• Provided a wide range of consulting services to diverse firms primarily by analyzing data and processes and then recommending implementation plans for future sustainability.
• Owned administrative control of a SharePoint management system used for the entry of procurement requests, and drove implementation of process improvements as well as 46 individual enhancements.
• Trained contract managers on the process to accurately enter orders in a SharePoint portal.
• Reviewed > 100 vendor solicitations to ensure adherence to security and risk management requirements as well as supplier diversity obligations.
• Updated processes for off-boarding of contract employees to comply with security requirements.
• Analyzed operational performance and created flow diagrams (VISIO) to provide end-to-end assistance with customer order processing.
• Assisted in refining organization structure, establishing specific job responsibilities, and shaping employees into company stakeholders for a small start-up company.
• Conducted conference calls and generated reports to financial analysis clients regarding number portability in the US as well and Canada.
• Listed competitive attributes of prospective companies bidding on the Confidential number portability contract.

Confidential

Operations/Business Process Manager

Responsibilities:

• Championed multiple short-term and long-range process improvement initiatives, and ensured results would exceed performance targets and meet organization’s objectives.
• Managed new and existing operational business processes, and mapped out workflow diagrams which resulted in consistently sustaining 99.9999% timeliness and accuracy metrics.
• Implemented procedures to meet customer deliverables on 27 contractual SLAs, including SLA audits that ensured zero financial penalties out of a potential maximum annual penalty of $36 million.
• Led and mentored 16 individuals across multiple lines of business, providing cross- opportunities and instilling a sense of ownership in each team member.
• Initiated strategies to ensure uniform operational productivity and performance targets were met during a period that experienced over 300% growth.
• Coordinated data analysis efforts on a large dynamic database consisting of 13 million monthly customer transactions, and used findings for reporting purposes as well as to identify operational improvements.
• Developed budgets and tracked expenses including financial controls, and implemented consistent invoice procedures which led to the identification of over $2M in unrecognized revenue.
• Utilized a CRM system to analyze customer data and produce standard and ad hoc reports, as well as to develop a resolution plan for the top 10 recurring ticket issues.
• Participated in change management activities in a start-up type environment after an organizational divestiture, and managed business requirements in addition to drafting program documentation.