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Program Mgr/intranet Webmaster/acting Help Desk Division Chief Resume

SUMMARY:

  • Successful implementation of various operational and software systems.
  • Created, and established Confidential test methodology; standardized documentation; first test lab to standardize and attain Configuration Maturity Model level status; gained confidence of customer base via development of documentation to keep customers and technical staff organized and knowledgeable; established a reading room for the acquisition of major contractor services (now used for major IT vendor acquisitions); acquired project that could not be attained by five predecessors over approximately two years
  • Project/Program Manger facilitator with proven ability of conducting all aspects of technical, development and testing management; develop business plans; build and maintain project plans; work in conjunction with executive team members to achieve organizational vision, mission, goals, and strategic plans; develop and build confident effective client relationships while simultaneously maintaining collaborative cohesive teams; and paying attention to business needs while leveraging and utilizing information from brother/sister organizations.
  • Developing, organizing, planning/scheduling, directing multi - dimensional/cross-functional teams; demonstrated track record developing and improving processes that attain operational efficiencies; and successfully completed all projects on-time and within budget via honesty and integrity. Circle of influence spans throughout all strategic business units and across a diverse hierarchical structure within the Confidential based upon high moral and ethical standards.
  • Mentor whose efforts are driven with the staff/team member in mind; utilizes diplomatic methods in complex circumstances and act as liaison to reduce employee complaints via utilizing alternative methods and accord building; and at times act as liaison for internal and external organizations.
  • Supply coverage during holidays/vacations to maintain operational status; developed template structure for documentation and standardized format to guide staff; also developed structure for various workflow processes.

WORK EXPERIENCE:

Confidential

Program Mgr/Intranet Webmaster/Acting Help Desk Division Chief

Responsibilities:

  • Developing How To’s for SharePoint environment after assessing user community needs across national Confidential facilities
  • Conduct needs analyses for various departments (i.e. IRIS project, e-gov, etc..) and assessed application(s) to define opportunities for new or improved business process solutions
  • Consult with customers for environments such as SharePoint to develop functional requirements documents as well as to develop prototypes for customers to be able to see a workable environment to display to management (prototypes also assist with developer construction)
  • Established template to assist other team members with constructing prototypes and providing customers with workable models with which they can interact
  • Train staff/management to use SharePoint; develop “How To’s” to provide online instruction of SharePoint 2010
  • Lead and/or work with configuration management, development, test quality assurance and production teams to ensure proper processing of customer requests via PVCS Tracker (configuration management communication processing tool)
  • Established scope and definitions for Intranet, and Internet priority levels to manage customer expectations
  • Conducted presentations to staff ranging from management to general staff regarding project/tasks/effort(s) status, presented arguments proposing opportunities regarding various COTS applications. Identified best practices and propose(d) ideas to gain efficiencies and/or resolve problems experienced during acceptance testing of applications
  • Identify limitations of SharePoint and other content management systems utilized relative to the customer needs
  • Scrupulously assess and review documentation and information personally developed or developed by others for accuracy, content, context, spelling and grammar
  • Routinely work with a wide range of customers to provide expert technical assistance to assess and provide resolutions inclusive of workarounds, for internal/external customers
  • Present technical information to customers in a manner that is easily understood by non-technical staff (using simple terms and real world analogies)
  • Consistently utilize tact and diplomacy when dealing with customers for productive communication exchange
  • Perform comparative analyses of various applications pertaining to operational system, database, et al aspects to current in-house technologies and identify which are most effective and provide the most ideal conditions for the organization
  • Realized minimum savings of approximately 1.6 million on five year services contract
  • Webmaster for Intranet/Extranet environments and Editorial Board Manager responsible for determining news stories and information posting for US Confidential employees (intranet) and Confidential
  • Program/Project Manager for multiple concurrent projects (capital/non-capital)
  • Develop and collaborate with staff to create business cases for departments as they relate to IT
  • Established first formal Transition Plan for approximately 150-million dollar consolidated services contract (from various disparate services contracts)
  • Establish Standard operating procedures (SOP) for easier auditing capabilities
  • Direct and manage contractors to perform training of web content (for priority staff will conduct individual user training)
  • Develop workflow processes to gain efficiencies and provide recommendations regarding news story structure

Confidential

Program Mgr/Intranet Webmaster/Acting Help Desk Division Chief

Responsibilities:

  • Assumed additional detail as IT Customer Support Division Chief (Helpdesk) in addition to continuing as Program Manager, Intranet Manager, and Editorial Board Manager
  • Provide management, guidance, and leadership of federal desktop core configuration implementation
  • Managing a team of 4 full time equivalents and the Contracting Officers Technical Representative (COTR) for approximately 40 consultants on a ~30 million dollar contract
  • Ensure open communication amongst internal staff; supervise Confidential and work within the guidelines of Union agreement; articulate staff expectations, perform quarterly performance reviews, work with staff to develop performance plans
  • Managing implementation of TargetVision upgrade for Philadelphia, San Francisco, and Fort Knox facilities
  • Utilize HEAT problem call/tracking system to log calls, generate trouble tickets and determine resolution/alternatives; create reports in Crystal via SQL to help Assistant Directors establish metrics by which to measure their team members performance
  • Program/Project Manager for approximately 11 multiple concurrent projects (capital/non-capital)

Confidential

Program Manager/Site Liaison/Acting Quality Assurance Chief/Webmaster

Responsibilities:

  • Manage IT Division Chiefs /Team Leads Projects focusing on coordination of IT projects/tasks and administrative needs
  • Primary player in contract negotiation actions as well as offer suggestions in the procurement of vendor services
  • Program/Project Manager for approximately 20 multiple concurrent projects capital/non-capital (operating) budgeted
  • Conducted presentations to management regarding project(s) status, presented arguments proposing opportunities regarding various COTS applications
  • In absence of other employees rapidly researched and prepared information for presentation to executives regarding COTS software with a result of the software being implemented
  • Provide ideas and develop documentation to supply management with information upon which to make financial decisions
  • Contracting Officers Technical Representative (COTR) for one of the CIOs first performance-based contracts
  • COTR for IT site contract for our Philadelphia, Denver, and San Francisco facilities
  • Act as facilitator for IT meetings as well as developing presentation documents in addition to preparing talking points and possible position stance that Assistant Director and or Associate Director (CIO) may want to take
  • Manage Intranet for entire US Confidential .
  • Developed policies and procedures to provide direction for staff regarding IT activities
  • Advocate safety and health standards based upon federal guidelines and Confidential specific guidelines
  • Develop various customer service surveys to provide metrics, developed checklists, process and procedural documents to organize the divisions operations
  • Attained customer credibility and confidence by becoming a more efficient/effective division for PC delivery and standardization

Confidential C

Customer Support Division Chief

Responsibilities:

  • Provided management, guidance, and leadership of customer support/helpdesk services for Confidential offices
  • Saved organization approximately 300k on services contract
  • Established various templates/checklists to provide the helpdesk team and the customers with a structured organized manner in which to understand the basic elements for each service provided (i.e. blackberry’s, laptops, phones, etc…)
  • Utilized work breakdown structures as well as resource leveling to determine staffing resources, identify needs and availability for simple to complex projects
  • Managed successful implementation of Microsoft Systems Management Server (SMS), Kiosks, and Blackberry Server
  • Provided direction to contractor Program Manager in maintaining tracking document of projects/tasks/efforts for which operations team has taken part to identify quarterly accomplishments
  • Performed oversight of testing and implementation of distributed software/hardware; gather monthly metrics to identify performance of contractors and Confidential ’s
  • Collaborate with the Office of Information Security to identify breaches and/or incidents within infrastructure

Confidential

Systems Development and Maintenance Division Chief

Responsibilities:

  • Utilized Project management principles to execute projects
  • Provided leadership for technical support team in: test, development, implementation, maintenance, and upgrades for client/server, and mainframe environments (15 concurrent projects ranging from small to large)
  • Managed team of approximately 20 members (contractors and full time employees) including database administrators, systems analysts, systems administrators, and programmers
  • Assessed resources for project implementation of various COTS products and customized applications
  • Presented persuasive arguments to management to justify purchase of applications, project plans and resource needs
  • Attended off-site meetings with other managers/division chiefs to discuss issues that promote OAD’s goals and mission
  • Directed Systems Development Life Cycle Methodology team (produced a document to be used for future implementations and upgrades) and Independent Verification & Validation team
  • Ensured customer requirements are met through research, development and analysis via trace-ability matrices

Confidential

Application Development Team Lead

Responsibilities:

  • Developed and standardized an entire testing and quality assurance process for the Confidential ’s CIO’s office with two contractor resources exclusively - became the baseline by which other documents were developed by technical writing staff for content structure
  • Conducted presentations to management regarding project(s) status, presented arguments proposing opportunities
  • Developed solely "reading room” processes, procedures, and documentation for the acquisition of contractual resources (later name changed to contractor library)
  • Worked with the Confidential division to implement, configure, and test network architecture for the US Confidential business needs.

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