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Program Manager Resume Profile

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Objective

Seeking Program Leadership position where more than 20 years of IT and Business experience can be used to drive results, leadership development, productivity, growth, and profits. Proven skills in project, program, IT, client, and product management. An energetic leader and team player with the skills to motivate others for best results.

Profile

  • Active Top-Secret and Public Trust Clearances
  • 17 years Project and Program Management experience Commercial and Government
  • Masters of Administrative Science The Johns Hopkins University
  • Project Management Professional PMP Certification Project Management Institute PMI
  • Certified ScrumMaster CSM The Scrum Alliance
  • ITIL Foundation v3, MCSE Windows 2000 , CCNA, A and Network Certifications
  • Strengths include initiative, leadership, creative problem solving, communication skills, team and consensus building, detail oriented, managing and growing senior level client relationships, understanding of business and technical concepts, the development of project lifecycle documentation including process SOP documentation, contract and task order management, financial oversight, and the development of detailed status reports and presentations.

Experience

Confidential

Program Manager and Task Order Lead - FDIC

  • On-site lead for Application Lifecycle Management ALM technical team, Configuration Management CM , Release Management RM and Performance Stress Testing PST Task Orders totaling 7 million annual revenue.
  • Responsibilities include multiple level and organizational client relationships, staffing, subcontractor management, T.O. performance and reporting, service delivery, financials, creating and achieving strategic objectives, continual process improvements, and leadership development.
  • Organic business development efforts led to new 1million ALM T.O.
  • Delivered Annual Term Review Board ATRB score of 94 exceptional for RM, highest in Pragmatics ITAS history.
  • Led team in the evaluation and implementation of best practices and innovative tools for ALM, CM, RM and PST. Examples include ITIL methodologies for service improvements, Kanban and agile practices, project management best practices, continuous integration and automated deployments, CM working group to improve CM practices across the organization, technical implementation of Microsoft's Team Foundation Server TFS to manage agile practices in software development, and upgrades to CM tools including AnthillPro, uDeploy, and StarTeam.
  • PMO activities include T.O. revenue forecasting, business development, contract management, program and client reporting, transition planning, risk management, and annual T.O. evaluations and presentations.

Program Manager

Confidential

  • Manage multiple Department of State Programs, including responsibilities for contract personnel, subcontractor management, program operations and results, financials, implementing corporate policies, and client relationships.
  • Ensure performance metrics are reached and customers are satisfied with team results.
  • Develop and nurture senior client level relationships.
  • Provide team leadership and develop new leaders.
  • Implement process improvement efforts and monitor compliance with established Pragmatics project process methodologies.
  • Participate on new business and proposal development efforts, including content development.

Confidential

Program Manager

  • Program Manager for the FBI PMSS Account representing 30 Task Orders, 130 employees and subcontractors, and 22 million a year in revenue.
  • Developed and maintained Senior Level Client Relationships with the PMSS Contracting Officer, COTR, Unit and Section Chiefs, and FBI Task Leads.
  • Develop strong relationships within chain-of-command, including Service Delivery Managers and Task Managers. Instituted Leader of Leaders development program.
  • Initiate creation of Operational Infrastructure for the Service Delivery team including institution of an Incentive Bonus Plan for managers, Identify Key Performance Indicators KPIs for Service Delivery Excellence, create monthly ScoreCard reports and establish monthly Business Reviews for each manager, re-organize chain-of-command structure to improve management efficiency, and initiate efforts to move to a non-FBI service delivery model to prepare for expected growth beyond the FBI PMSS contract vehicle.

Confidential

Senior Technical Project Manager/Program Manager Department of State

  • Project Manager for IT Infrastructure, Software Development, and Office Space Renovation projects for the Bureau of Diplomatic Security's Chief Technology Office DS/CTO .
  • Concurrently manage multiple projects in a fast paced matrix organization utilizing rigorous project management processes and methodologies. Responsible for full project management lifecycle and Directorate level client relationships. Projects included software development, IT Infrastructure, and new space build-outs.
  • Program Manager for two contracts totaling 50 IT Professionals and over 8.5 million a year in revenue. Program Manager duties include responsibilities for contract personnel, operations, organization, financials, and client relationships. Create contract required monthly status reports and hold monthly status meetings for senior government leaders and contract officer representatives.
  • Created and implemented effective change management plan to decentralize many contract and personnel management functions, and to empower team of five Functional Task Leads and the Deputy Program Manager.
  • Government assigned PMO Team Lead for staff of seven PMP certified project managers responsible for over 60 DS/CTO Projects.
  • Partner with Program Management Office Branch Chief to develop and implement project management process improvements, including Organizational Project Management Maturity OPM3 efforts.
  • Responsible for authoring 2008 2009 eCPIC electronic Capital Planning and Investment Control IT Investments for client.

Program/Project Manager Department of Defense

  • Provide program and project management for Radio Frequency ID RFID installation projects for the U.S. Army totaling 3.5 Million spread over six Task Orders.
  • Manage Task Order activities, including relationship with prime contractor, contract management, funding, financial project reporting, and act as single point of contact for contract related issues.
  • Project management, to include project program plan development, team staffing, day-to-day plan and task management, procurement, and project reporting.
  • Process management including risk management, configuration management, logistics process, and test planning
  • Successfully lead and manage project teams in remote areas, time zones and under harsh conditions.
  • Develop Program Management plan for use in managing future RFID projects.

Program/Project Manager Department of State

  • Provide on-site day-to-day program management for 3 Million in task orders at the State Department's DoS Office of Foreign Missions OFM IT Infrastructure Technical Support and Software Development teams.
  • Responsible for meeting program performance goals and for the employment, training, motivation, leadership, discipline, and performance evaluations of CACI employees.
  • Provide Program Management support to the DoS Program Management Office including assisting DoS client in managing projects and status reporting to the contracting officer technical representative COTR , the contracting officer representative COR and the contracting officer CO . Reporting included tracking program progress in meeting contractual requirements, including tracking of funding and period of performances POP .
  • Provide tools, personnel, techniques, expertise, and documentation for client projects and initiatives.
  • Lead 1.5 Million E-Gov project to convert OFM paper processes to web-based Intranet and Internet applications/processes. This project included:
  • Developing requirements and reviewing design for conversion of legacy Oracle client server system with over 1,500 business rules to a Java web-based front end with an Oracle database.
  • Managing the development of the system development utilizing software development life cycle.
  • Planning for and holding multiple meetings with multiple stakeholder groups to define required software requirements to meet existing business processes.
  • Comprehensive testing of the system and customer acceptance.

Technical Project Manager

  • Provide program management, including 2 Million annual budget responsibility, for the DoS Secure Video and Data Collaboration Program centrally controlled Classified IP based VTC network including requirements engineering, design, deployment and system test.
  • Provided status reporting and oversight for risk management, configuration management, resource allocation, and financial management.
  • Create MS Project plan and Program timeline, including 10-year 10 Million Program Budget This effort included both hardware and software upgrades as well as Secure VNOC Help Desk staffing, PMO staffing, and installation teams.
  • Create Standard Operating Procedures, Operators Training Manual and provide training for the establishment of a 24 x 7 x 7 Secure Videoconferencing Network Operations Center Secure VNOC to provide Tier 1 Support.
  • Business Development efforts led to the standup of a Tier 2 3 Secure VTC Help Desk staffed with VTC Engineers currently three . Provide Help Desk Project Plan Proposal to Government Management for sign-off, define job descriptions, hire train staff, and create SOPs and Help Desk Resource Library.
  • Market new program through presentations to DoS management and the inclusion of a program article in DoS State Magazine

Confidential

Project Manager II

  • Utilized Project Management Methodologies to implement Customer Support Project Plans for new consumer and e-commerce website product launches. Project Plans included Scope definition, product and systems CRM tools and Telco requirements definition, scheduling, staffing training requirements, network diagrams, WBS, communication plans, risk management plans, plan execution, performance reporting, customer contact projections and control mechanisms.
  • Analyze and document current business processes, build user improvement teams, and implement Business Process Improvement BPI Solutions.
  • Managed two Customer Service/Technical Support teams totaling 56 employees, 2,000,000 annual salary budget, and over 350,000 annual customer contacts by phone, email, fax and on-line chat. Accelerated service product generated 2,800,000 annual revenue.
  • Management activities included staffing, supervisor development and mentoring, team reorganizations, staffing level justifications, budgeting, cost reduction, staff performance and compensation reviews, and creating and implementing performance improvement plans and standardized reports for senior management.

Confidential

Product Manager, Call Center

  • Implemented new agency product using outsourced vendor for profitable execution of call center strategy. Vendor relationship management.
  • Created and documented complete product processes for project plan and implementation, including time and cost estimates, staffing levels, legal compliance, process flow charts, content development, senior management reporting, and systems requirements.

Senior Client Project Manager

  • Developed, enhanced and implemented effective e-commerce marketing strategies and products for major insurance carriers to generate policy leads and on-line sales on QuickenInsurance.com.
  • Managed Software Development process to successful launch concept, requirements definition, design, user interface, testing, client acceptance, integration to code base, and ongoing maintenance.
  • Managed client and internal objectives, user interfaces, expectations, implementations and site results.
  • Directly managed, coached and motivated four client project managers and was responsible for oversight of all client management issues with product management. Responsible for new client manager hiring efforts.
  • Created and documented carrier product implementation process including marketing, engineering, and legal deliverables. Acted as SME for Client Project Implementations.
  • Product and Content Development Projects
  • Created content, managed design team efforts and oversaw launch process for Supplemental Health and Critical Illness lead marketplaces.
  • Project Manager for successful CD software product with 50,000 units shipped and net profits exceeding 500,000. Activities included defined project objectives, created detailed project plan with projected costs, content development, and management of design, engineering and manufacturing resources.

Confidential

Senior Marketing Account Manager/ Sales and Service Supervisor

  • Managed 37 accounts, acting as liaison between GEICO and association management for auto insurance benefit program. Met yearly sales goal for signing new accounts and planned/managed marketing plans to desired results.
  • Sales and service of all GEICO insurance lines, CSR motivation and performance improvement plans, underwriting, supervising cashiers, and processing payments for both walk-in and telephone units.

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