SUMMARY:

Executive Level Project Manager with over 15 years of diverse and challenging experience in Information Technology (IT) in both public and private sectors. Successful history in managing technical and financial service delivery to exceed customer support objectives with consistent results . Excellent interpersonal, analytical and organizational skills. Expert at facilitating change in a workforce to support organizational objectives.

CORE PROFESSIONAL COMPETENCIES:

• Enterprise Wide Implementations
• IT System Migrations & Upgrades
• Datawarehouse design, development and management
• Telecommunications system design and implementations
• Call Center Migrations to India, Toronto and dispersed US locations
• Mobile and Cloud Solutions Implementations for Department of Homeland Security
• Custom Software Development
• IT Facility Build Outs
• Emergency surge call planning and forecasting
• Program Communications Management focusing on Email Delivery and Consumer Website Development
• PMI Standards in Planning, Scheduling and Risk Management
• Agile software development following SCRUM methodologies
• Program Level Planning and Management of multiple projects ranging $5,000 to $30M
• Operational, Financial Reporting & Analysis
• Software Development Lifecycle (SDLC) for Data Warehouse development
• Matrixed Team Management, leveraging MS Project to create Master Schedules and Work Breakdown Structures (WBS) to maintain critical paths
• Business and IT alignment using KPI dashboards to report progress
• Executive stakeholder management
• Vendor Sourcing, Subcontractor Negotiation and Management
• International resource management, multiple time zone and team coordination
• Multi - Million Dollar Incentive Administration
• Continuity of Operations planning & execution
• Contract writing, negotiation, execution and management
• Distribution management and planning for consumer facing products
• Data Governance and Management

SOFTWARE COMPETENCIES:

Project Management: Microsoft Office, MS Project Advanced knowledge, MS Teams collaboration, SharePoint Administrator, Visio, Smartsheet, Office Timeline, JIRA, MS Planner

Telephony: Premise Based Call Center Technology including ACD, IVR, PBX, A vaya IQ, Avaya Experience Portal, Witness.

Customer Resource Management: JIRA, Remedy 7.6, 8.1, CRM Configuration and Deployment. Cloud Computing Integration. Oracle Right Now, Microsoft Dynamics Parature, ReturnPath Email Delivery.

Clearance: Public Trust Clearance, Confidential Entrance on Duty, Top Secret Clearance (Interim Granted by DOD CAF 12/10/2014)

Languages: Fluency in English, Spanish and French Written and Spoken

Management Training: Richardson Training. Performance Management, Situational Leadership, Diversity, Leadership Learning, Motivating and Developing Performers

KEY EMPLOYMENT HIGHLIGHTS:

Confidential, Washington, DC

Sr. Technical Project Manager

Responsibilities:

• Standardized, consolidated and retired multiple systems by mapping data flows to a single source which now serves as the golden copy, system of record, for the Confidential . Internationally collaborated with executive stakeholders, users and technical teams to facilitate requirements gathering, design specifications and architect the automation of Credit Ratings from the 3 major ratings providers. Issue and Issuer Ratings from Moody’s, Fitch, and S&P are flowing into Treasury’s Datawarehouse and being averaged to provide countries with a single Confidential Credit Rating. Presented and updated project milestones and progress to Senior Confidential leadership and consulted on future roadmap for this initiative.
• Managed a team of offshore developers in Mumbai and Chennai following an iterative SDLC project management approach to expand Treasury’s Enterprise Datawarehouse Management (EDM) capabilities. Responsible for requirements gathering, stakeholder management, design, build, testing and deployment of the new solution.
• Project delivered within $1.1M budget and 2 months ahead of schedule. The new version enhanced the Datawarehouse’s storage capabilities, provides users a richer user interface (UI) and increased efficiency by automating manual workflows.
• Served as Scrum Master to manage a team of US and French developers in the build out and implementation of a comprehensive market price verification process and custom system for Confidential .
• Oversaw project planning, development and execution of project deliverables. Resolved conflicting UAT requests and traced them back to initial requirements to maintain project scope and stay within budget and schedule.
• Facilitated daily scrum, planning, retrospective meetings flexibly working with international time zones and communicating in both French and English.

Confidential, Washington, DC

Technical Project Manager

Responsibilities:

• Migrated multi-million-dollar managed services contract to move Confidential ’s Helpdesk Support Services from Mississippi to the National Capital Region (NCR). Upon completion of transition, responsible for steady state operations as Operations Manager for the Secretary of Homeland Security’s Switchboard and the internal Helpdesk.
• Responsible for incumbent knowledge capture, writing operations policies and procedures for an enterprise technical help desk, and concept of operations.
• Requirements Gathering, Technical Proposal Writing, Pricing and Negotiations with Government and CACI contracts officers. Wrote corrective action plans for underperforming contractors.
• Created and delivered monthly performance reviews (PMR’s) for Confidential ’s executive leadership to report on SLA performance, customer service quality, user communications and issues of public concern or requests to the Department.
• Migrated systems using PMBok project management standards and agile approach to modernize and expand Confidential IT capabilities.
• Remapped system to reflect Confidential organizational trees, updated workflows and module relationships. Led migration from system procurement, design, testing and implementation and user acceptance.
• Implemented an additional channel of communication to include a self-help portal resulting in reduced email incidents at the Helpdesk.
• Migrated telephony system for use in tiered Service Desk environment. Created call trees, menu scripts, oversaw programming logic and transitioned to O&M for use by 65 agents supporting 17,0000 avg monthly calls.
• Modernized support capabilities by implementing Bomgar for secure remote access to users, thereby decreasing desk side support assistance.
• Developed CONOPS and managed execution to implement an integrated emergency communications system. The system alerts Confidential personnel via mobile device, email, desktop pop ups and accounts for employee safety in the event of critical emergencies across 22 components. Stood up physical environment and migrated to FedRAMP’d cloud solution able to support the entire 500k+ Confidential user community.
• Facilitated as Scrum Master to develop Mobile Application using AirWatch and derived PIV credentials to securely and natively access Confidential email from the local mailbox container on multiple mobile device platforms.
• Created CONOPS integrating MACS into Confidential windows environment establishing secure VPN enclave where collaboration tools such as GSUITE, GMAIL, GoogleDocs could be used by remote engineers while being managed by secure Confidential endpoints.
• Responsible for ensuring public had consistent messaging between Switchboard Operations and the Confidential main website by liaising with the Office of Public Affairs and providing written inputs relating to National Terrorism Advisory Bulletins and FAQ’s on how to report suspicious activity.

Confidential, Arlington, VA

Project Manager

Responsibilities:

• Launch of new customer resource management (CRM) tool migrated from Remedy 7.1 to Oracle RightNow and integrated with Avaya telephony system to auto populate caller information through a soft client telephone.
• Restructured Avaya ACD system to include automated call tree, offer call survey and implement call back assist features.
• Set up remote agent support capabilities allowing for continuity of operations for unforeseen events or site outages.
• Authored statement of work, exceed contract deliverables, repaired a fragile customer relationship and secured a 5-year renewal in excess of $20M. Prepare contract invoicing and maintain compliance and documentation.
• Responsible for a 30-seat center across three sites including oversight of two supervisors.
• Created and delivered training on new tools and procedures. Established new key performance standards to exceed contract SLA’s and rewarded top performers by implementing shift preferences and a monthly ranking and rewards system to motivate staff. Forecasted staffing and optimized occupancy levels. Implementation of a bilingual customer service unit saving $11k in translation costs.
• Managed Convergys subcontractor, maximized contract margins, wrote subcontractor call center scripting to align with Confidential processes and be prepared for emergency call surge.

Confidential, Reston, VA

Project Operations Manager

Responsibilities:

• Facilitated as Scrum Master and led agile development process to consolidate 6 support tools into Microsoft Dynamics CRM tool (Parature) that improved productivity. Designed a support issue classification system providing meaningful data on problem areas that lead to strategic account changes and reporting.
• Created automated customer service processes, including a new telephone calling tree, self-help knowledge base, and auto-populated suggested solutions on website support forms that integrated with Parapature. Reduced overall inbound volume to agents by >30%. Lowered call average hold time by 40 seconds, decreased abandon rates from 7% to under 1%. Yielding over $140K in yearly savings for inbound calls and emails.
• Developed new quality calibration program in addition to deploying customer satisfaction surveys which increased customer retention by 12%. Continuous coaching, mentoring and agent monitoring to meet SLA and service quality objectives that align with policy and process changes. Saved $250K in fulfillment costs by switching from sub standard incentive programs to instant rewards i.e. Virtual Visa Cards, PayPal and a Virtual Points Rewards Program and improved customer satisfaction rates.
• Managed all email operations and communications for a 12 million monthly outbound email program. Optimized outbound content, updated authentication standards, revamped sending infrastructure, segmented campaigns and certified two brands. Improved Inbox placement rates by >20% attaining 90%-100% inbox rates by whitelisting 8 company domains at leading ISP’s.
• Manage Five Payment Vendors, an Email Deliverability Services Provider, and an Outsourced Call Center across a $17 Million annual budget. Responsible for financial and productivity audits, planning, forecasting while operating under budget and established SLA’s. Manage all reporting, process requirements and present quarterly analysis to company board.