SUMMARY

• Leader and results oriented IT professional with over 15+ years of experience. Proven ability to combine strong business acumen with succinct project management methodologies (Agile/Scrum, Waterfall, etc.) and leadership qualities to support the implementation and guidance of infrastructure, application, and product launch projects. A team player with critical focus on customer satisfaction and new business (revenue generation) development.

PROFESSIONAL EXPERIENCE

SR. ENGAGEMENT MANAGER

Confidential

Responsibilities:

• Own end - to-end PM process from inception through implementation via Agile methodologies.
• Develop, manage project plan; monitor/track milestones, risks through daily scrum meetings
• Highlight and escalate risks and issues as needed to customer/leadership.
• Work with multiple internal and client facing teams to identify and manage project critical dependencies.
• Conduct meetings with development, leadership, and customer to communicate project status.
• Manage and coordinate parallel project work consisting of multiple new application development tracks.
• Successfully implemented ServiceNow ITSM/ITBM/ITOM/ITAM/CSM (Paris, Quebec) modules within given timeline and under budget

PROGRAM MANAGER/DIRECTOR

Confidential

Responsibilities:

• Manage recruitment, guidance, development, and evaluation for Ops/ServiceNow workstream (globally) based on strategic objectives; trusted advisor for client initiatives
• Initiate and set goals for Asset Management/Support based on strategic objectives
• Lead group discussions (27 direct reports) to answer questions and remedy issues/concerns.
• Create and nurture effective communication within the organization.
• Monitored overall cost disbursements against workstream budget
• Participate in strategic planning
• Establish and execute the governance framework for overall program
• Directed matrixed staff (offshore/onshore) on all work activities required to meet project deliverables utilizing Waterfall and Agile methodologies. Assessed and recommended priorities of effort based on criticality and risk potential
• Managed QA/UAT test team by reviewing test plan/scenarios, evaluating results and identifying action plan for fixing defects with development team
• Planned/Implemented migration for DXC service desk to AI Virtual Agent (Service Now). Phased approach ~ (simple, medium, to complex)
• Validated user stories via demo for each iteration/sprint with customer
• Manage ServiceNow submission with CAB Team to approve for development/deployment to PROD
• Conduct review (test scenarios/results) with QA Team for monthly releases to ServiceNow
• Facilitate weekly meetings with DevOps to confirm PBI (Product Backlog Item) via Azure DevOps tool (VSTS) for all development work as it pertains to ServiceNow
• Create Companywide communications/broadcasts (OCM) for all releases

TECHNICAL PROGRAM MANAGER

Confidential

Responsibilities:

• Delivered required objectives ensuring deliverables are within scope, timeline, and budget
• Facilitated end-to-end Implementation utilizing Agile methodology
• Conducted design sessions to understand requirements, existing system dependencies, and mapping between EPM Live to ServiceNow platform
• Monitored overall cost disbursements against budget for all procured services

SR. PROJECT MANAGER

Confidential

Responsibilities:

• Managed matrixed teams (onshore and offshore) to deliver required objectives ensuring deliverables are within scope, timeline, and budget via JIRA
• Directed staff on work activities required for project deliverables with Waterfall and Agile methodologies.
• Managed QA/UAT test team by reviewing test plan, evaluating results and identifying action plan for fixing defects
• Attended Change Approval Board (CAB) to facilitate Requests for Change (RFC) submitted for migration to production
• Presented status to executive management
• Make suggestions for process improvements to correlate with industry best practices

PROGRAM MANAGER/BA

Confidential

Responsibilities:

• Working with senior managementto establishand manage theproject structure(governance),schedule, budget (CAPEX/OPEX),andresource allocationsutilizing MS Project and Clarity
• Directedstaff onall work activities required to meet project deliverablesutilizing Agile methodologies.
• ConductedJoint Application Design (JAD)sessions to understandthe requirementsand existingsystem dependencies
• Managed 3rd party vendors SoW’s
• Managed Release/Change Management schedules forServiceNowupgrades, patches, etc.
• Managed QA/UAT test team by reviewing test plan, evaluating results and identifying action plan for fixing defects
• Created and presented monthlydashboard metrics to management &steering committee

INFRASTRUCTURE PROGRAM MANAGER

Confidential

Responsibilities:

• Establish and execute the governance framework for overall program portfolio along with provide decision on critical program/project issues; presented scorecard to leadership
• Directed all work activities required to meet project deliverables. Assessed and recommended priorities of efforts based on criticality and risk potential utilizing JIRA to effectively manage the lifecycle
• Manage 3rd party vendors SoW’s
• Managed Release/Change Management schedules for upgrades, patches, etc.
• Facilitated Change Approval Board (CAB) for all change requests

SR. IT PROJECT MANAGER

Confidential

Responsibilities:

• Managed $500K budget and managed decisions on critical program issues; company savings of 4.7% by resource crunching, paralleling tasks, and reducing travel
• Directed all work activities required to meet project deliverables. Assessed and recommended priorities of efforts based on criticality and risk potential
• Conducted discovery sessions to understand the infrastructure and existing foundational system dependencies; assessed current SLA’s and EOL/EOS equipment as well
• Implemented ServiceNow ITSM and Asset Management Modules
• Presented status to executive management

PMO MANAGER

Confidential

Responsibilities:

• Transformed $1.5M project for Default Management (Loss Mitigation/Foreclosure) by implementing strategic and tactical initiatives through formal PM practices which ensured an on-time delivery
• Manage program portfolios which involved multiple financial, technical and/or business disciplines
• Directed project and implementation managers with the development of implementation plans, which include project schedules, benchmark metrics, communications documents, risks, follow-up memo’s, etc.
• Key contributor to influencing and pulling teams together to resolve issues
• Launched CCB and Process to vet all changes to the RMDM organization; realized a 47% error reduction

SENIOR CONSULTANT

Confidential

Responsibilities:

• Program Leadership: Created project controls and delivered presentations to executive board regarding scope, timeline, budget, risks, issues, and performance (scorecard). Provides leadership and guidance to the project team as needed. Developed working agreements and performance plans with project team members and direct reports; evaluated performance accordingly
• Quality and Service Delivery: Collaborate with faculty to develop and meet challenging quality and service goals (SLA’s). Perform Quality Gate checkpoints at the end of each phase of the product lifecycle to manage clients’ expectations against program KPI’s.
• Responsible for managing the end-to-end release process.