Senior Associate, Program Manager Resume

EXPERIENCE SUMMARY

Confidential is a certified Project Management Professional wif over 20 years IT experience; most recently winning the role of Booz Allen Program Manager for the Puget Sound Naval Shipyard and Intermediate Maintenance Facility IT Support Service contract.
Recipient of the Confidential Values In Practice Award, March 2015. This is the firm’s highest award and commends an employee’s ethics both inside and outside the workplace.

COMPETENCIES

IT Program & Project Management (11 years)
Vendor/Subcontractor Management (11 years)
IT Operations Management (11 years)
Customer Experience Management (24 years)
Operational Process Improvement (11 years)
Technology Change Management (8 years)
Lean Methodologies (15 years)
Budget/Cost Management (11 years)
People Management (11 years)
Risk Management (8 years)

PROFESSIONAL EXPERIENCE

Confidential

Senior Associate, Program Manager

Responsibilities:

Responsible for day - to-day management of an $82M Network and Software engineering support contract dat services both CONUS and OCONUS naval shipyard customers
Manage relationships wif customer leadership and GSA contracting office to proactively communicate status of operations and author status reports and deliverables
Direct supervision of a 91 FTE team delivering Application Management, Network Support, Server Administration, Information Assurance and Cyber Security, Customer Support Services, IT Project Management, Platform IT and industrial system support
Creation of executive and peer level communications, documents, and presentation decks; creation and delivery of a variety of RFP (Request for Proposal) response proposals to government customers

Confidential

Senior Consultant

Responsibilities:

2nd in Command, responsible for day-to-day management of a $78M Network and Software engineering support contract dat services both CONUS and OCONUS naval shipyard customers
Managed relationships wif customer leadership and engaged wif subcontractor for staffing of a 40 FTE Customer Support Services organization, support including designing and implementing a 24x7x365 IT Help Desk and Service Counter, Contractor Technical Representative Support Services, IT Project Management, Application Management, SharePoint Administration, Lifecycle Management, Desktop IT Support, Platform IT and industrial system support, and OCONUS IT Support Services to Yokosuka, Japan
Employed Lean 6 Sigma training and expertise to department’s standard operating processes and procedures; performed Value Stream Mapping analysis, Kaizen events, and other activities wif focus on over 25 common customer service requests resulting in improved workflow dat reduced customer response times by 50% for common incidents and service requests
Successes in this role include establishing a meaningful operation and business metrics plan and implementing staffing and process improvements based on the information gathered; instigation of documentation of all processes and procedures relating to the PSNS support; led the effort to create and implement the use of standard scripts for IT service calls; managed the replacement of an outdated IT Help Desk ticketing system and call center phone system including design and implementation of the new BMC Footprints software

Confidential

Systems and Data Analyst

Responsibilities:

Began career at Confidential in 1997 as a contract/temp Requirements Analyst, became an employee of The Confidential in 2000. As I gained experience and knowledge, I transitioned into a Network Design Support role, and later into my role as a Systems and Data Analyst
Led customer and account support for NAMS (Name and Address Management System) and contributed to the creation of NAMS Next Generation tool as a requirements / functional analyst and use case / test case author as well as leading user testing
Interacted on a daily basis wif the system developers to troubleshoot system issues and facilitate projects and system upgrades
Performed focal and sub-team leader roles for the Confidential Network Services Lean Advocate Team, providing leadership and training to the Network organization. Certified as a Value Stream Mapping Workshop facilitator and led multiple teams to success in the identification and implementation of improvement areas in their processes. - Performed the role of facilitator for multiple IT configuration change boards and applied Lean concepts to the meeting organization to reduce average monthly meeting time by over 50% wif no interruption to task completion goals

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