SUMMARY OF QUALIFICATIONS

• 21 years of leadership, CRM and project management experience across multiple business lines
• Proven ability to lead in fast paced team environments, focusing on client satisfaction and value creation
• Roles and responsibilities include business development client relations project management customer relationship management with emphasis on Siebel business process analysis and redesign data analysis technical and business writing identifying business improvement opportunities and high levels of client interaction, visibility and contact
• Responsible for planning, designing, and implementing business transformation programs and managing business development opportunities and quality assurance activities across multiple engagements

PROFESSIONAL EXPERIENCE

Confidential

• Project Manager for infrastructure projects within the DHS Data Centers for OBIM Office of Biometric and Identity Management . This role required project management life cycle activities including project development, project inception, budgeting, requirements gathering, capital budgeting, BOM preparation, resource management, work breakdown development, scheduling, documentation, development, quality assurance, change management, release management and project close-out activities. Also served as Change Manager for CSC's Operations and Maintenance contract at OBIM responsible and accountable for management of the program's software change requests and team of 4 people.
• Successfully managed several data center projects including data center switchover, rack consolidation, server consolidation, migrations, asset decommissioning and licensing and maintenance renewals
• Expanded role at OBIM becoming the program's Change Manager transforming a struggling program into one that is considered a strength of the program
• Developed a new and improved Change Management process and facilitated client adoption of the process
• Successfully delivered transition teams' Gap Analysis, Improvement List and Operation transition plan deliverable for OBIM

Confidential

• Led and managed multiple project teams over a four year period to include: requirements, testing and configuration management teams
• Re-instilled client confidence in the CSC test team after implementing multiple process improvements and providing strong leadership
• Facilitated several joint test sessions, JAD sessions, client meetings and requirements walkthroughs
• Created requirements deliverables to include the Requirements Management Plan, Performance Based Requirements PBRs , Gap Analysis, Use Cases, Supplemental Functional Specifications, Business Rules and Requirements Traceability Matrix
• Created testing deliverables to include Test Plans, Scripts, Results and Metrics
• Created release management deliverables to include Release Notes
• Ensured traceability of requirements backwards and forwards through product lifecycle
• Created and managed team schedule and budget and reported metrics to CSC management, other CSC teams and the PMO
• Key member of the CSC project leadership team interfacing directly with the PMO and Client executives on a daily basis

Confidential

Developed a Concept of Operations and Resource Plan for the new AFDW/A8 Consolidated Help Desk. Supported the project team as the CSC CRM subject matter expert and CONOPs lead.

Confidential

Provided support to client proposal teams in developing their Siebel solution architecture and provided recommendations on uses of Siebel Public Sector to meet business requirements.

Confidential

• Led multiple requirements development teams information architects, content strategists, designers, content managers and user experience testers for several Marriott.com projects from inception to implementation. Delivered projects worth over 1M on time and within budget.
• Developed the eCommerce project workplan, planned resources and estimated and managed the eCommerce project budgets
• Developed weekly and monthly scorecards to keep client executives informed of progress
• Facilitated requirements deliverable reviews, project status, and coordination meetings between the requirements team, technical team and the business sponsors
• Created Business Requirements Documents and presented Solution Options to key business stakeholders

Confidential

• Developed the solution architecture for Technical proposal
• Completed the Functional High-Level Requirements Specification section of the Technical proposal
• Planned the Orals preparation process
• Presented the Siebel demonstration and Functional session to ITA executives
• Listed in the proposal as the CRM Subject Matter Expert

Confidential

Conducted client interviews

• Created deliverables to include an assessment of ESS program support requirements, project demand for services, research of existing USDA Tier 1 help desks capabilities, and recommendations for a near, mid and long term road map for USDA to support escalating customer needs
• Presented the Help Desk Assessment recommendations to the USDA Deputy CIO which the client later implemented

Confidential

• Developed solution architecture for the knowledge and contact management system, online ordering, management reporting, hosted FAQ solution and web interface.
• Worked with Siebel and Vignette vendors to map contact and knowledge management requirements to vendor solutions.

Confidential

• Presented Siebel demonstrations to Postal executives and customers at the National Executive Conference and National Postal Forum
• Led first major release of Siebel at the Postal Service
• Lowered cost of service for USPS by designing and launching the first release of Siebel eService for their most profitable business customers
• Led weekly client interactions to include status meetings, monthly program leadership meetings with Postal executives
• Led the transition of all technical, application and human performance support to Postal support organizations

Confidential

• Gave the initial Siebel presentation and demonstration to the DC OTR Board of Directors that led to the signing of a 3 million contract
• Improved customer service at OTR as the solution architect for their Siebel Contact Tracking System which provides integrated service management capabilities for the customer call center
• Presented team's Siebel Solution to the Chief Technology Officer and representatives
• Drafted contract modifications, work plans, weekly progress reviews and deliverables
• Developed recommendations on uses of Siebel to solve client issues, on improving user performance, on enhancing client satisfaction and on reducing service request backlog and resolution time
• Led requirements and design session with DC OTR management
• Reviewed requirements and design documents and assisted in drafting functional requirements, detailed design and product test plan documents