SUMMARY:

• She is a selected Principal in Information Technology (IT), and has 20 years of seasoned progressive practical experience supporting Fortune 500 corporations and the federal government. Ms. Crawford is a seasoned auditor/IV&V Lead, with a strong background in project management, and with best practices including Capability Maturity Model Integration (CMMI®), International Organization for Standardization (ISO®), and Control Objectives for Information and Related Technology (COBIT®) Initiatives. She has worked for organizations appraised/certified for excellence in developing software and providing services, and has been previously been bid key as Quality Management & Standards/Process Improvement Manager on contract proposals. In addition to project management, process improvement/business re - engineering, quality assurance and governance, and auditing experience, she has functional leadership experience (e.g., Director) and has served in progressive functional leadership roles in organizations.
• She is a Certified Quality Improvement Specialist®, Certified Agile ScrumMaster®, and is a qualified ISO 9001:2015 Quality Management Systems Internal and External/Lead Auditor®, and a qualified CMMI Appraisal Team Member®. She has proven process improvement and compliance management experience, successfully leading and managing projects and process improvement initiatives across large organizations. She partners directly with all levels of management and cross-functional software engineering and services areas to identify and resolve significant systemic and isolated issues supporting all aspects of programs (to include ACA initiatives, and complex, large multi-million dollar, highly visible IDIQ and other type contracts, to include software development and systems engineering (via Waterfall and Agile methodology); operations & maintenance (O&M), service, and Program Management Office (PMO) projects).
• She provides leadership management; business re-engineering; project management mentorship/guidance; quality assurance and governance support; and process improvement in various areas. She provides strategic problem solving to facilitate and achieve business and technical goals within demanding and forward-thinking environments; skillfully applying and institutionalizing industry standard models, and addressing regulations in a practical and cooperative approach.
• She offers great customer service attitude with a proven ability to partner, lead and to act as an effective liaison between the user community and all stakeholders. She is well-organized, and results oriented. She has strong communication (both verbal and written), interpersonal, leadership, and analytical skills, allowing her to foster cooperation and negotiate with diverse groups and individuals, with the client’s best interests in mind. Additionally, she works well in a teaming environment as well as independently, while working in a fluid sometimes tenured environment where rapidly changing, multiple and time-sensitive requirements is the norm.

EXPERTISE AREA:

• CMMI (low and high maturity), ISO, COBIT, and ITIL Frameworks, and CMMI Model, ISO Quality Management Consultation/Certification Preparation
• Organizational Change Management/Business Process Re-engineering/Process Standardization & Improvement
• Agile Scrum, and Waterfall Methodology
• Sarbanes-Oxley Act
• Project Management
• Portfolio / Program / Project Governance
• Quality Management/Quality Assurance & Control/ Compliance and Process/Product Oversight /Audit
• Leadership Management
• Remediation, Risk Management
• Effective Communication
• MS Office SME

TECHNICAL SKILLS:

Tools, Languages; Software & Protocols: MS Office Suite (all versions); MS Project and Project Server; MS SharePoint, and Integrated Project Management Tool-kit (IPMT); MS Visio; Planview; HTML; UNIX; SQL; SnagIt; DreamWeaver; FrontPage; MS Photo Editor; Photoshop Pro; OmniPage; Adobe Acrobat and Reader; Lotus Notes/Domino; MS Outlook; Cisco VPN Client; CheckPoint VPN SecuRemote/SecureClient; Citrix MetaFrame; NetMeeting/Meeting Space; Altiris Agent; ACE Server Administration tool; Antivirus software; Winzip; Roxio CD and DVD Creator; Goldmine HEAT; Centra web conference recording software; Remedy; Rational Unified Process tools (ClearQuest, ClearCase, DOORS, RequisitePro); HP Quality Center (QC); OnBase; Document Management (DM), and The Manager (document repositories).

Methodologies/Industry Standards & Process Models: PMBOK, SOX; COBIT, ISO, CMMI, ITIL; PMLC/SDLC methodology development and adoption (Waterfall, and Agile)

Hardware: PDA/Blackberry; Laptops, Intel PCs; IBM-compatible desktop PCs; peripherals

Operating Systems: Windows (7, XP, Vista, 2000, 2003, 95, and NT), Server - Win NT Server 4.0, Windows 2000 Server & Active Directory, Windows MS Exchange, Novell LAN

PROFESSIONAL EXPERIENCE:

Confidential, Chantilly, VA

Senior Project Manager

Responsibilities:

• Plans, develops, directs and coordinates the Quality Operations and Quality Management Systems function, through subordinates and in conjunction with stakeholders, to ensure products, processes and deliverables are consistent with quality, regulatory and customer requirements
• Highlights to date:
• Designed, established, and manage a Quality Management System Framework in alignment with industry best practice, and to support business objectives
• Identified critical issues, across Program Projects; assisted EPMO with project management and software development solutions; developed standards, templates, process diagrams, and revisions to methodology
• Documented “As-Is” state in an effort to influence “To-Be” state
• Implemented appropriate industry best practice PMLC/SDLC remediation strategies and practices
• Facilitated process standardization and organizational maturity
• Led the organization in establishing compliance with CMMI ML3, ISO 9001:2015, and other industry benchmarking standards. Developed Business Case; Value Proposition; and PM artifacts and managed the PM process groups of Initiative
• Conducted gap analysis and Root Cause Analysis (RCA). Initiated and implemented project management processes, to achieve objectives, and in alignment with CMMI and ISO
• Manages key staff to include a core team of internal Auditors/IV&V (who perform quality process and product audits, conduct root cause analysis, run trend analysis, and drive process improvement enhancements to assure projects are CMMI-complaint, run efficiently and effectively)
• Maintains a PAL repository of templates and processes, and manages the change control process thereof
• Serves as CMMI (all constellations) and ISO 9001:2015/2008 Subject Matter Expert; meets regularly with Project Management Office (PMO) and other stakeholders
• Partners with project teams to understand their work practices in order to implement value-added processes and measurement plans
• Established reporting approach and resolved inconsistencies by identifying and confirming root causes; streamlined reporting
• Developed and monitors new relevant Key Performance Measurements/Indicators (KPIs) and benchmarks to actively influence the organization and project teams to achieve optimal results, in alignment with corporate and customer requirements
• Developed, and implemented an internal Quality Management System independent audit program that captures process and product non-compliances along projects. Corrective and Preventative Actions (CAPAs) are issued, from which metrics/results are analyzed, and are used to drive process improvements
• Communicates quality issues and ensures resolution of noncompliance issues with staff and management
• Developed host of QMS components (i.e., QMS Plan, Policy, etc.) to drive institutionalization and satisfy ISO requirements
• Enhanced the process training program and ensures/provides role-based training
• Frequently engages with peer senior leadership team (SLT) and executive leadership team (ELT) regarding organizational initiatives
• Created and maintains host of Initiative/Project artifacts, to include Charter, Plan, WBS, Risk & Issues Log, and Status Reports
• Conducts Business Case Reviews, and recommends continuous internal process improvements to senior leadership

Directs Departmental Operations

• Ensures the execution of embedded controls; assesses organizational, program/project, and process risks; conducts/oversees company-wide Assessments/Audits/IV&V:
• Sets direction for QMS/PPQA Team (delegates and monitors assignments), ensures commitments are met while providing high quality and cost-effective solutions, while meeting (internal and external) customer expectations; coaches staff; conducts resource interviews and makes on-boarding/off-boarding decisions). Fosters positive morale
• Initiates, prepares, and presents value-added metrics and statistical information to executive management (and other departments as deemed necessary)
• Maintains internal Team Share Point portal
• Effectively manages workflows; staff time; charge codes; performance reviews, etc.
• Participates in leadership working conferences that involved divisional strategy planning, goal updates, etc.

Confidential, Bethesda, MD

Senior Project Manager

• Corporate designee for quality management systems (QMS) related matters
• Drove interactions and alignment of quality standards with customers
• Initiated, and developed the vision and strategic direction to re-establish a quality framework within the organization based off CMMI Maturity Level 2 and ISO 9001:2008. The initiative moved the organization closer to providing superior quality across the organization, and in alignment with strategic goals; providing excellence in project management; meeting customers’ (portfolio comprised of primarily government contracts) and regulatory requirements; and to attain higher CMMI Maturity and Capability level; as well as first ISO 9001:2008 Quality Management System certification. Authored the Organizational Process Improvement Plan (PIP), to include WBS and Basis of Estimate. The Business Case/Recommendation Proposal and Roadmap were approved by the Executive Leadership Team.
• Led the organization in establishing and maintaining compliance with CMMI and other industry benchmarking standards. Developed Business Case; Value Proposition; and PM artifacts and managed the PM lifecycle process groups of Initiative
• Led remediation of findings from previous SCAMPI appraisal
• Conducted gap analysis and Root Cause Analysis (RCA). Initiated and implemented project management processes, manufacturing and system enhancements as well as back-office operation improvements to achieve objectives, and in alignment with CMMI and ISO
• Partnered with project teams to understand their work practices/business units in order to implement value-added process and system improvements and measurement plans
• Initiated, developed, implemented, and managed a new Corporate Internal Quality Management System independent audit program that captured process and product non-compliances, for which metrics/results were analyzed and were used to drive process improvements. Conducted audits
• Managed and developed key staff to include technical staff, as well as a core team of internal Auditors/IV&V (who also performed quality process and product audits, conducted root cause analysis, and ran trend analysis)
• Maintained a PAL repository of corporate and division-specific project management templates and processes, and manages the change control process thereof
• Served as CMMI and ISO Operating Committee (OC)/Engineering Process Group (EPG) Chair; met regularly with the Quality Control Board and Configuration Control Board leads and auditors
• Communicated quality issues and ensured resolution of noncompliance issues with staff and management
• Streamlined reporting (created and monitored new relevant Key Performance Measurements/Indicators (KPIs) and benchmarks to actively influence the organization and project teams to achieve optimal results, in alignment with corporate objectives and customer requirements
• Developed a host of QMS components (i.e., QM Manual, Policy, Compliance Plan, etc.) to drive institutionalization and to satisfy ISO requirements
• Enhanced the process and product training programs and ensured/provided role-based training
• Frequently engaged with peer senior leadership team (SLT) and executive leadership team (ELT) regarding organizational initiatives
• Led preparation for third-party audits, and recommended continuous internal process improvement efforts

Directed Departmental Operations

• Managed budget, and prepared forecasting data
• Ensured the execution of embedded controls; assesses organizational, program/project, and process risks; conducted/oversaw company-wide Assessments/Audits/IV&V:
• Coordinated and established the annual audit plan, to include objectives/scope, audit budget, audit execution schedule, affected departments/projects, contacts and expectations
• Coached and mentored the CQ Team on audit practices
• Reviewed audit/IV&V documentation to determine process and system risks and the potential impact on the organization. Performed root cause analysis, on exceptions, identified during audits.
• Issued Corrective and Preventative Actions (CAPAs), and tracked to closure
• Set direction for CQ Team (delegated and monitored assignments), ensured commitments were met while providing high quality and cost-effective solutions, while meeting (internal and external) customer expectations; coached staff; conducted resource interviews and made on-boarding/off-boarding decisions). Fostered positive morale
• Initiated, prepared, and presented value-added department metrics and statistical information to executive management (and other departments as deemed necessary)
• Maintained internal/CQ Share Point portal
• Effectively managed workflows; staff time; charge codes; performance reviews, etc.
• Participated in leadership working conferences that involved divisional strategy planning, goal updates, etc.

Confidential, Washington, DC

Project Manager

• Established a quality management framework within the organization based off CMMI Maturity Level 3 and ISO 9001:2008. Developed Business Case; Value Proposition; and PM artifacts and managed the PM lifecycle process groups of the Initiative
• The initiative drove business process re-engineering (including systems modernization) and successfully moved the organization closer to providing superior quality across the organization; providing excellence in software and systems development; meeting customers’ and regulatory requirements; and to attain higher CMMI Maturity and Capability level; as well as ISO 9001:2008 Quality Management System certification. Recommendations and Roadmap were approved by Blue Cross and Blue Shield Service Benefit Plan (also known as Federal Employee Program (FEP® ) Operations Center ( OC) Executive Leadership Team:
• Higher CMMI Maturity Appraisal Rating
• Realized the cost reduction; and positive contractual/customer service level requirements (SLR) impact, of efforts:
• Higher quality with lower software development post-implementation defect rates, since implementation of and institutionalization of PMLC/SDLC process standards (i.e., Quality Assurance (QA) Planning; Quality Gates; Risk Management; Templates; Repositories; Requirements Traceability Matrix (RTM) and supporting tool; Peer Review process; Training; Independent Quality Process Assessment/Audit Program; etc.)
• Increased performance efficiency
• 25% reduction in organizational costs and waste as a result of applying Lean Six Sigma principles against mature processes for which baselines have been established
• In response to my assessment non-conformities/findings and associated action items, process owners initiated, received approval, and implemented process changes to remediate issues along the PMLC/SDLC
• Identified critical issues, early in the lifecycle of a complex, multi-million dollar project, and prevented downstream PMLC/SDLC contractual/impacts - which would have adversely impacted a customer SLR
• Initiated, and developed the vision and strategic direction and multi-phase roadmap framework to promote quality software and system development and project management integrated processes (many projects of which supported the quality initiatives associated with the Affordable Care Act (ACA)). Developed solutions:
• Performed gap analysis to assess organizational process issues and risks associated with project management and software engineering processes
• Co-authored organizational Software Engineering Process Improvement Plan (SEPIP), to include WBS and Basis of Estimate
• Leveraged proven experience to select appropriate standards/models; methodologies (including assisting with piloting a project to successful Agile transition); integrating technologies, and tools to stand up a Quality Management System (QMS) Department; and to address PMLC/SDLC-related external/OIG audit findings
• Collaborated with all levels of management to re-engineer existing, or to establish new, consistent, and repeatable processes and controls/check-points throughout the project management and software development lifecycle, to include:
• Recommended, developed and successfully implemented various best practices and governance standards: Requirements Traceability Matrix (RTM) and accompanying Commercial Off-The-Shelf (COTS) supporting tool; enhanced PMO Project Management Plan template; enhanced PMO Project Schedule template; enhanced PMO Project Waiver/Tailoring Form template. Other implemented standards included a Project Peer Review process; Quality Gate process; Quality Management Plans; and various Checklists
• Developed and successfully implemented an Independent Quality Process Assessment/Audit Program, from which fact-based metrics/data and action items drove continuous process improvement (mitigated project risks, etc.) along the PMLC/SDLC.
• Developed and served as Software Engineering Process Group (SEPG) Chair of the Process Change Control Board - reviewed/vet/managed proposed internal process changes to software engineering processes, and reviewed Business Case results
• Established and chaired Process and Product Quality Assurance (PPQA) working group, and guided the establishment of other process working groups
• Frequently engaged with senior leadership team (SLT) and executive leadership team (ELT) regarding organizational initiatives. Member of organizational Steering Committee
• Developed Key Performance Indicators and Key Risk Indicators (KPI and KRI)/thresholds for projects as well as organizational efforts. Streamlined executive-level dashboard reporting.
• Developed and managed a Process Asset Library (PAL) - repository for source/point-of-truth artifacts (templates and SOPs)
• Guided, mentored, and trained project managers and project teams in the use of the organization’s PMLC/SDLC processes, including tailoring where appropriate
• Conducted specialized/role-based process training sessions and workshops for process improvement activities, as well as monthly QMS Orientation for New Hires
• Led various organizational process improvements efforts.

Quality Management & Standards Manager

• Assisted with directing the quality management and standards control functions for software development and project management functions
• Assured the execution of embedded controls; assessed organizational, program/project, and process risks; conducted/oversaw company-wide process Assessments/Audits/IV&V:
• Initiated, developed, implemented, and managed the independent Quality Management Systems Audit Program. Coordinated and established the annual audit plan, to include objectives/scope, audit budget, audit execution schedule, affected departments/projects, contacts and expectations.
• Conducted audits. Also coached and mentored the internal QMS Team, and conducted first-level review of work
• Reviewed audit/IV&V documentation to determine information technology process and project risks and the potential impacts on the organization. Performed root cause analysis, on exceptions, identified during audits.
• Issued Action Items (AIs), and tracked to closure
• Using fact-based data, identified assessment/audit themes across organizations and determined if new process and/or modification to an existing process was needed. Contributed to strengthening and improving the governance, risk and control environment of the organization (shared issues, ideas and recommendations with the impacted Stakeholders)
• Mentored and managed QMS team (effectively managed workflows; staff time; charge codes; performance reviews, etc)
• Managed other operational activities to include: writing a departmental service catalogue; maintaining internal/QMS Share Point portal; developing and providing executive-level reporting
• Participated in leadership working meetings to include divisional strategy planning

Confidential, Fairfax, VA

Principal

• Ensured implementation of a Total Quality Management System (TQMS), across the #2 portfolio in the company, to align with industry best practices (CMMI Maturity Level 4, ISO 9001:2008, ITIL), as defined by SRA and in alignment with company certification levels; as well as internal and customer requirements. Projects were large, and complex Indefinite Delivery Indefinite Quantity (IDIQ) multi-year (comprised of more than 40 Firm Fixed Price (FFP) and Time & Materials (T&M) projects; over 130 staff). Program had an EVM requirement, and many Projects transitioned from Waterfall to Agile methodology. Reviewed signed contracts and modifications, along with baselined schedules to ensure adherence. Provided process and quality training and helped establish Program/project-specific processes/procedures. Provided compliance and oversight to software / systems engineering processes and best practices; ensured Program was executing according to customer contractual and federal regulatory requirements, and internal policy and procedures
• Actively engaged with projects to identify process improvement needs, based on gap analysis, and coordinated with process owners to ensure adequate process support was provided. Provided operational assistance; worked with project and senior management to identify and resolve quality issues determining whether it will meet the individual customer’s unique standards and expectations. Applied judgment in tailoring and adapting the company QA Program to meet the requirements and needs of the specific business area, helped to develop and improve standard operating procedures, and/or decided when it may be appropriate to deviate. Wrote Quality Assurance Plans (QAPs) and ensured implementation of QA procedures and controls. Adapted QA Program, in an effort to save the Program (and the customer) time, resources, and expense, while still meeting requirements. Developed documentation/justification to support proposed tailoring changes
• Mentored and trained project managers on project management processes and best practices; Conducted QA Orientations
• Assured projects adhered to organizational policies as well as DOI/FDA (client) requirements; was instrumental in programs’ recovery from executing with a “red” rating to a “green” rating
• Oversaw and conducted program planned independent formal audits/IV&V and informal ad-hoc inspections of internal controls and contractual/regulatory requirements, spanning all lifecycle phases and key process/operations and performance areas for each project to assess all aspects of Program compliancy and effectiveness. Determined audit projects/candidates; prepared annual audit plans; conducted and/or directed audits (including interviews/walkthroughs); scheduled; assigned, monitored, and verified artifacts/audit results of junior PQAO. Prepared audit reports reflecting adherence status, issued and tracked audit action items (as applicable) through closure. Offered process improvement recommendations to project managers and senior management. Scheduled and executed Customer Satisfaction Survey (CSS), and analyzed customer feedback
• Ensured projects captured Key Performance and Key Risk Indicators/thresholds. Attended programs’ monthly performance status (IPRs) meetings, assessed for critical issues and/or variances of the Indicators. Identified and mitigated project risks to the company. Prepared and presented various reports (“Exceptions”, monthly status report of projects, metrics, etc.) to internal senior management
• Managed the Corrective Action Resolution (CAR) process including Get-Back-to-Green plans, for projects that had significant non-conformances, including investigation of customer complaints regarding quality and ensured appropriate corrective action and customer satisfaction
• Ensured deliverables followed the established document lifecycle process (development, peer review, quality control/technical editing, QA verification and certification), prior to CM storage and customer delivery. Maintained a project file with QA artifacts
• Coordinated, participated in, and supported corporate process improvement initiatives to include CMMI and ISO
• Created a culture of quality consistent with SRA’s guiding principles

QA/QC Lead Managed Departmental Operations

• Drove daily QA/QC operations
• Managed resources (set direction; managed resume classifications for appropriate labor categorization; prepared forecasts/LOEs; delegated assignments; managed charge codes)
• Mentored and coached junior QA/QC Associates, regarding process improvement principles and established processes and procedures. Provided input into performance reviews
• Managed SharePoint directory/portal to house internal/Program-specific QA/QC information

Confidential, Fairfax, VA

Senior Project Manager / Program Analyst

• Participated in full lifecycle phases of disparate projects (enhancements/modernizations/new development). Provided project management and other support. Using SRA’s internal methodology followed required lifecycle processes associated with developing and executing on projects. Projects included customer enterprise-wide migration project from Novell to Microsoft. Co-authored project artifacts (including project plan/work package, scope statement, schedule, and procurement list). Developed standardized templates and ensured project deliverables were prepared, within timely fashion, using the approved templates, maintained a level of security, delivered per schedule, and stored in Configuration Management repository (ex., developed structured SharePoint site to manage configuration items)
• Supported the Program Manager with PMO duties (organizational structuring, controls and processes, etc.). Assisted with assessments of Program resource allocation, and managed resume classifications for appropriate labor categorization. Prepared executive-level briefings on special projects and sensitive administrative or Programmatic issues. Assisted in the development of policies and procedures. Managed staff training and development plans. Supported organizational requirements, and established governance standards including Program control and tracking, program roadmap and capabilities, reporting practices/management oversight, administration, and overall performance. Managed license purchase and renewal process

Quality Assurance

• Enforced SRA’s Quality Assurance (QA) policy within the Program, ensuring compliancy with SRA internal processes and policy, as well as customer requirements. Identified and resolved quality issues; provided support in various process improvement initiatives, and assisted with the development of Program tailoring, development of Program Management Plan (PMP), and Configuration Management Plan (CMP). Ensured all deliverables followed the established document lifecycle process (development, peer review, quality control/technical editing, QA review and certification), prior to CM storage and customer delivery
• Performed quality control reviews, ensuring deliverables reflected content accuracy and ensuring they met high-quality standards. Ensured products were developed in accordance with established QA procedures and conformed to the customer's requirements. Developed, published, and provided ongoing guidance regarding QA process workflow, and created templates for deliverable types
• Point-of-contact and participated in all audits (internal and external). Conducted random “health checks” in preparation for official audits. Served on appraisal teams. Assessed processes and standards across entire Program (Software Development/Engineering, and Operations) to ensure processes were in place, being executed in accordance with SOPs, and that documentation was current. Gathered and provided all required artifacts and process threads to Auditors
• Successfully supported ISO audit for which the Program was cited with no non-conformances. Developed and participated in executive-level briefings

Confidential, McLean, VA

Information Technology Security Specialist/Risk Management Control Liaison / Internal Auditor

• Reviewed, assessed and tested information system controls and security. Led material weakness, and Significant Deficiency (SD1& SD2) control projects, from previously implemented projects/efforts, across the organization to remediate Information Security audit findings of various types:
• Met with Risk Management team to conduct deep dives of audit findings, and proposed controls. Assessed findings, interpreted, and prioritized for senior management
• Developed appropriate execution plans and led remediation activities. Managed/tracked status
• Prepared and provided project status reports/presentations/deliverables to senior management/stakeholders
• Coordinated testing against controls with/provided walkthroughs to internal and external audit, and p rovided evidence/testing artifacts
• Reviewed proposed risk management/COBIT IT controls and assessed operating processes to determine whether control was/could be met. Sought deviations/waivers where appropriate
• Reviewed existing information security policy and procedures and standards. Assessed published materials to ensure policies and procedures were reflected. Provided assessment of effectiveness of controls and quality of deliverables
• Developed and implemented new IT security solutions to meet Confidential information systems requirements. Followed required lifecycle processes associated with developing and executing on projects. Defined/analyzed project scope and objectives to effectively coordinate with stakeholders and ensure accurate and timely completion of projects
• Provided system security, including managing user access, user roles, and system settings within network and database environments for Enterprise applications
• Worked with customers to establish and enforce database standards, procedures, and guidelines throughout system lifecycle
• Created project plans on the basis of cost/benefit justification and assisted with establishing a project agreement based on requirement, risk and complexity of potential solutions
• Monitored work progress. Created and provided, to senior management and project sponsors, comprehensive status reports detailing milestones and metrics. Kept Stakeholders abreast of key issues, risks, and action items. Prepared lessons learned
• Created various project artifacts including operational flow charts; stored in Configuration Management repository

Confidential, McLean, VA

Project Manager and Developer

• Using Confidential ’s internal methodology, led multi-media customer education projects. Developed and managed effective multimedia distance learning/self-help tools to assist customers in doing business with Confidential . Using various multimedia development tools, in a timely manner, developed and maintained new and existing materials (such as web-based online help, learning objects, quick reference guides, and web conferences and other tools). Development was reflective of tier 1/premier system (some web-based) releases due to customer-driven, credit policy, legal, and/or functionality changes. Educational materials were posted and made available to customers via an approved designated public website. Classroom training also developed and delivered to customers
• Led enhancement of Online Help/Web-based system:
• Gathered/reviewed business requirements, and translated them into technical requirements. Coordinated with stakeholders and vendors regarding the IT solution plan and build/design
• Developed project plans, and facilitated phase gate meetings. Led team regarding coordination of deliverables
• Supervised User Acceptance Testing (UAT) and subsequent production environment implementation, in accordance to Confidential and established SOX processes. Facilitated user testing (with sample population) to obtain navigation experience patterns. Modified UAT to reflect optimal user experience
• Managed post-implementation monitoring via customer surveys and monthly Hitbox reports, and wrote Google key-word search criteria to facilitate optimal search results for customers
• Developed and posted job aid/quick tips to assist users on using new Online Help system
• Member of Multimedia Steering Committee - brainstormed and prioritized types of multimedia projects to be developed to support, improve, and enable existing and potential customers to do business with Confidential . Assisted in writing standards and procedures for department

Confidential, McLean, VA

Project Coordinator / Business Applications Analyst

• Initiated, and assisted with leading migration project of Corporate Customer Service Center to using Commercial-Off The-Shelf (COTS) product Rational ClearQuest software for Defect/Issue tracking, in conjunction with support areas. Customized the tool and developed user training guides
• Initiated, and led migration project of change management back-end and front-end process for change control to production for large software development projects, and facilitation thereof from Lotus Notes to ClearQuest. This effort converted the former process to a SOX compliant centralized application, as well as mitigated risk, provided traceability throughout project life cycles, and minimized the previously manual process for change control Facilitators

Business Applications Analyst

• Provided critical application support for company-specific Tier 1 and Tier 2 applications:
• Monitored systems. Provided on-call support and incident management during outages to restore normal operations as quickly as possible with least impact to user community. Provided issue resolution, and root cause analysis
• Facilitated Production Support Team, and Control Board/Change Management meetings. Conducted and participated in formal and informal reviews at phase gates throughout project life cycles
• Created test plans and test cases based on project requirements, and documented executed test case results. Completed respective UAT and system testing and production environment implementations, in accordance with established SOX processes, with minimal or no impact to production
• Prepared respective system reports, and SOX audit compliance reviews and reports

Confidential, McLean, VA

Project Coordinator/Helpdesk Lead Analyst

• Assisted with nationwide VPN rollout for company (over 1000 remote users)
• Led team members/SME for resolving their clients’ PC issues. Provided Tier 1 and Tier 2 phone support for over 4000 users, and remote offices, for COTS and Confidential -specific Programs
• Provided incident management to restore normal operations as quickly as possible with least impact to user community
• Developed user training documentation and configuration guides. Also, provided ongoing team training for local colleagues, business partners, and regional technicians