SUMMARY

• Senior manager with over 25 years of hands - on experience spanning program, project, and portfolio management. A diverse background in technical and managerial areas with expertise in creating vision, strategies for IT projects sponsored by diverse organizations. Skilled at building and motivating teams to meet program objectives.
• Dedicated program manager, with the ability to guide teams to produce results from conceptualization to delivery. Effective in managing budgets, establishing schedules, issue resolution, requirement decomposition, scope management and target achievement.
• Demonstrated experience providing day-to-day management of a program, developing long-term and strategic objectives to ensure that end user requirements will be satisfied.
• Experience directing daily operations of a team to include establishing priorities, developing standards and setting deadlines. Accomplished communicator skilled in building and strengthening relationships across functions, stakeholders and vendors to drive cohesive, strategic operations.
• Demonstrated experience with business and management principles involved in strategic planning, resource allocation, and coordination of people and resources. Identifies program risks and issues, bottlenecks in processes, seeks to find resolution, and communicates situation to appropriate stakeholders in a timely fashion.
• Skilled in aligning end-user needs with long-term resolutions to complex IT challenges. Regularly defines and assess performance metrics and drive improvements. Has implemented solutions in all U.S. Federal sectors (DOD, IC, and Civilian).
• Analytical and dedicated leader with 25+ years of experience implementing IT consulting solutions. Extensive knowledge in ITIL v3 service strategy, design, transition, operation and continuous service improvement methodologies. Familiarity with IT Service Management tools.
• Successfully managed multimillion-dollar programs, exceeding expectations and meeting all financial and business targets.
• Effectively managed an enterprise service desk that supports approximately 10,000 customers while managing the activities of more than 100 technicians, consistently meeting SLAs, and implementing activities to continually improve the customer satisfaction/experience.
• Built strong and skilled teams by handling human resources initiatives including hiring, recruitment, employee relations, conflict resolution, and training and development.
• Performed well in fast-paced, high-pressure environments managing multiple projects simultaneously and achieving timely objectives through effective scheduling, project planning, resource management, requirements gathering and leadership.
• Ensured reliability and functionality of systems to support business needs through implementation of ITSM strategy, ITIL principles, building Intelligence solutions, and database solutions.

PROFESSIONAL EXPERIENCE

Confidential, Herndon, VA

Program Manager

Responsibilities:

• Develops, updates, and maintains the program plan to ensure timely delivery of IT, consulting or other services and adequate resource allocation.
• Manages P&L, budgets and forecast through financial controls as well as establish and implement metrics and key performance indicators to manage various projects and reports results to senior management and the customer.
• Responsible for management, manpower utilization, and supervision of employees (including subcontractors) of various labor categories and skills across projects.
• Implements ITIL based process improvements to drive Service Desk efficiencies, increase customer satisfaction, and achieve SLA targets.
• Work with government contractors, Project Managers and Contracting Officer Representatives for oversight and milestone delivery of projects.
• Effectively communicates and keeps executive management and client executive stakeholders aware of project status, budget utilization, issues, risks, and successes. Escalates critical items appropriately.
• Identifies critical success factors throughout program lifecycle and ensure removal of barriers to success.
• Implements ITIL based process improvements to drive Service Desk efficiencies, increase customer satisfaction, and achieve SLA targets.
• Manages an IT Portfolio of critical mission systems.

Confidential, Vienna, VA

Service Desk Program Manager

Responsibilities:

• Responsible for supervising and ensuring that 100+ Service Desk and Executive Support staff are meeting and exceeding expectations regarding performance, technical, and customer service.
• Implements ITIL based process improvements to drive Service Desk efficiencies, increase customer satisfaction, and achieve SLA targets.
• Plans, prioritizes and schedules Service Desk activities to ensure continuity of service. Trains, coaches and mentors Service Desk management and technicians.
• Develops and manages Service Desk policies and procedures to ensure efficient and effective processes for service request intake, documentation, resolution and escalation.
• Analyzes performance of Service Desk activities, identifies problem areas, and devises solutions to enhance quality of service and to prevent future problems.
• Provides direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions for all incidents assigned by the Service Desk.
• Collaborates with Tier 3 management to ensure appropriate processes are implemented so that the Service Desk will be able to engage with Tier 3 technicians to drive effective issue resolution.
• Ensures that standard operating procedures and knowledge articles and appropriate Service Desk data is collected within the ServiceNow service management system.
• Establishes KPI metrics, reports and goals that are aligned with the long-term strategic direction ensuring customer service levels are achieved.
• Reviews and approves subcontractor agreements and invoices.

Confidential, Arlington, VA

IT Project Manager

Responsibilities:

• Drove continual improvements by assessing processes, structures, resources and capabilities to identify gaps and strategize impactful solutions.
• Championed project management, effectively monitoring milestones, managing resources, steering teams, implementing schedules and workflow and ensuring project deliverables meet financial targets.
• Assessed current state of client’s IT Service Management (ITSM) environment, processes, and capabilities.
• Applied ITIL best practices strategically to identify operational gaps, determine and execute mitigation plans, and enables clients to achieve their goals and objectives.
• Delivered briefings to executive stakeholders regarding strategic recommendations, project status, and org. findings.
• Created key ITSM artifacts (strategic roadmap, process plans, Service Desk CONOPS, and Operational SOPs).

Confidential, Herndon, VA

Program/Project Manager

Responsibilities:

• Managed a $20 million Operations and Support program which improved IT operations through service desk and ITIL process improvements driven by the activities of 40+ IT consultants. Achieved financial, contractual and operational success; managed profit and loss metrics, and successfully executed program on time and within budgetary limits using earned value analysis.
• Managed a $10 million Federal Consulting Services IDIQ contract. Responsible for achieving profit/loss metrics and executing program within cost & schedule constraints (using Earned Value analysis). Achieved financial, contractual and operational success; managed profit and loss metrics, and successfully executed program on time and within budgetary limits using earned value analysis.
• Attained favorable terms and agreements by performing contract negotiations; managed proposals and maintained excellent subcontractor relationships.
• Piloted numerous data migrations moving hundreds of terabytes of data from legacy sites to new IT infrastructure with little disruption to business by tactfully planning, scheduling and executing processes.
• Applied expertise to standardize processes involving migrations and project management-related tasks by developing policies, procedures and implementing best practices.
• Led team to research entire set of IT requirements needed across all customer directorates; headed data migration including Oracle database administration, Oracle PL/SQL development, database modeling (E/R Studio) and testing. Showcased skills in system engineering by participating on a Scrum Team by developing EPICs, User Stories, and Acceptance Criteria using JIRA in support of an enterprise Agile development program.
• Created new ITIL processes (Incident Management, Problem Management, Change Management, Configuration Management, Release Management) improving the efficiency of existing ITIL processes, and training stakeholders regarding ITIL concepts and process implementation within a Data Center environment.
• Implemented a service desk model within a DHS organization, creation of new/and or improved efficiency of ITIL processes (Request Fulfillment, Incident Management, Change Management), and performed ITIL concept training for stakeholders.
• Provided ITIL consulting expertise by providing ITIL process improvements for a DOD customer in the following areas: change management, incident management, problem management, asset management, and capacity management.

Confidential, Reston, VA

Federal Regional Practice Manager

Responsibilities:

• Ensured customer success was achieved through implementation of consulting services activities (architecture, technical integration, training, troubleshooting, staffing, etc.)
• Increased federal consulting revenue by 75% over a 3-year period.
• Maintained direct report responsibility for 23 consultants.
• Architected technical solutions for customers using Cognos suite of software.
• Established new subcontractor relationships.
• Engaged in short-term and long-term business planning activities for the consulting services organization.
• Supported the Federal Sales and Services organization with business development activities.
• Conducted all phases of services sales activities (to include sales presentations, RFP development, and pricing strategy).
• Provided program management and consulting services for U.S. Army clients.
• Responsible for a $2.4 million software sale because of a successful 18-month software implementation project.
• Developed technical architecture, resource requirements, and project milestones for client projects
• Monitored consultants’ activities to ensure that project milestones were met within allocated budget.
• Provided technical expertise for clients using data warehousing, database query, OLAP (multidimensional analysis) technologies in client server and web-based environments.