SUMMARY:

• winning professional with 17 years of success improving productivity, efficiencies, technologies, processes, and more for the Commercial and Public sector through innovative leadership and customer commitment. Analytical thinker and problem solver with talent for crafting programs, systems, products, and procedures that produce double - digit cost savings and exceed expectations. Core qualifications include Program and Project Management, IT, strategic planning, and Six Sigma mentoring.

TECHNICAL SKILLS:

Technology and Tools: Process Improvement & Support, ServiceNow HR, ITSM, CMDB, Change, & catalog item releases (Eureka, Fuji, Helsinki, Istanbul, Jakarta), (Oracle EBS R12 - INV, GL, FIN, AP/AR, CRM, Field Services, WMS, WIP, OM, Quoting, Service Contracts, WIP, BOM) HTML5 Mobility Solutions, JavaScript, PL-SQL, REST, SOAP, Big Data Analytics, Salesforce.com, Cisco Networking (BGP, OSPF, IOS, Frame Relay, IP routing, LAN/WAN)

PROFESSIONAL EXPERIENCE:

Confidential, Brookhaven, GA

Release Manager/KANBAN Lead

Responsibilities:

• Selected as the Release Manager for all weekly development cycles for the ServiceNow Platform at Confidential .
• Developed and implemented new processes for weekly Agile Scrum Releases between East and West Coast Teams.
• Initiated & Managed Programs for Asset Management, Auction Field Services, Customer Service Management, and Human Resource process streams to Define, Plan, and deliver projects to improve key performance indicators in those areas.
• Serves as Scrum Master during weekly standups for the key programs identified above.
• Developed ticketing process and application tooling for Manheim Auto Auction hardware request/repair processes with 3PL partner.

Confidential, Sandy Springs, GA

Senior IT Project Manager (Contractor via Pyramid)

Responsibilities:

• Identified to Lead and Implement the ServiceNow HR Platform across the Cox Company. This includes new implementations for the Cox Media and Confidential group, as well as integration with the Cox Auto platforms.
• Provided interactive and live demos with the Cox Stakeholders to communicate the HR Case/Task, Portal, and KnowledgeBase capabilities of the Service Now Tool.
• Conducted requirements gathering sessions, process work outs, and Agile Design/Show Me sessions with the key divisional Leadership. Developed and presented Executive Capital Expenditure reviews for the program.
• On boarded an implementation Vendor and managed deliverables to keep project under budget and on time. Leveraged my deep knowledge of the ServiceNow platform to ensure that the design was simple and as “out of the box” as possible. Managed a budget of $550K that included Cox Employee & Contractor hours, as well as Implementation time and labor deliverables.

Confidential, Duluth, GA

Senior IT Project Manager

Responsibilities:

• Identified to Lead and Implement key ITSM Strategic Programs using ServiceNow Cloud platform. Configuration Management Process owner responsible for requirements, solutions, testing, and to enable key organization processes. Responsible for Six Sigma continuous improvement and Project Management of key IT delivery processes to improve effectiveness and efficiency of IT Operations. System architect for CMDB and Enterprise Architecture management tools. Serves as the Enterprise Architect for the ServiceNow Cloud platform. Works with Services and HR teams in Confidential to identify and solution processes within the ServiceNow Platform. Works with the Enterprise Strategy team to identify “best fit” programs to improve growing demand for cloud based solutions.
• Created Knowledge Articles for use with the IT helpdesk Incident tool.
• Identify Knowledge that was critical to Level 1/Level 2 teams to reduce resolution time of incidents.
• Identified critical X inputs to resolve root cause repeat offendors to incident arrivals to the Operations Center.
• Developed material for System provisioning and production acceptance via the new ServiceNow tool.
• Logged recommendations to OKB/TKB articles with metadata tags for publish to IT helpdesk tools.
• Managed the implementation of support documentation and client specific knowledge into appropriate knowledge management tools.
• Operated and maintained the Confidential Services Oracle ERP Platform, providing Field Service demand creation and dispatching in 55 counties for 8000 over Confidential engineers globally via android mobility platform. Supported four global logistics parts warehouses, providing critical supply chain for services demand and customer part sales. Managed and Lead a team of 23+ Oracle Functional and Technical team members, supporting 24/7 Operations. Directly responsible for and managed Operations ticketing quality and resolution, with arrivals over 600+ monthly from end users worldwide. Established and Lead Quality Change Management for all code releases in Services Oracle ERP. Developed and lead metrics reviews with the CIO for Oracle SR and Remedy incident arrivals. Drove Six Sigma quality improvement programs in Parts/Logistics, Field Services, Finance, and Install Base module domains.
• Implemented Quality Change control process at Confidential IT Services resulting in 12 quality releases since Nov 2012 with over 400 code components implemented.
• Hired and grew the Operations team by 4 personnel, creating an Internship mentoring program in India to ensure continuity of Operations and depth of knowledge Management in Support personnel.
• Successfully supported major code releases in Japan, Thailand, China, Korea, Taiwan, and Malaysia during Q4 2012 and Q2 2013 releases.
• Drove down backlog of ticket queues by 20%, established Root Cause Quality improvement program to reduce ticket arrivals.
• Established Oracle ERP “Big Data” Quality Improvement Programs, resulting in Quality focus and process improvement in cycle time for debriefing SR data, thereby increasing revenue recognition. These Quality Improvement programs also identified over $575K worth of overdue invoices, and resulted in Bank Account quality monitoring and Parts supply chain monitoring programs to ensure key business Key Performance Indicators (KPI) were met.

Confidential, Atlanta, GA

Senior IT Project Management Consultant

Responsibilities:

• Developed and Lead Information Management Programs for the Americas Wind Turbine Services Team globally, coordinating Project Initiation and Cost Benefit, onboard vendor teams, and develop requirements. Lead vendor teams, drove quality design meeting business requirements/CTQ’s and managed scope using change control methodologies.
• Initiated, planned and executed 15 country 1200 user Field Services/CRM ERP rollout for Field Services Team. Implemented 9 new processes globally to increase Field Service profitability. Developed planning function to reduce rework, implemented mobile technologies to manage work orders in the field, and dispatching model to match vision and growth needs for GE Energy - Wind Services Business.
• Delivered $10MM in benefits - reduced administrative time to complete work documentation in Oracle ERP system, reduced timecard entry and enabled reconciliation for services vendors performing service work globally.
• Leveraged Six Sigma tools to analyze competing requirements and capabilities to drive change for Field Services Organization.
• Received accolades with the GE Energy CIO for innovation with Field Optimization Launch in Feb 2010.
• IM Leader Managing Operations of critical Parts Warehouse Fulfillment processes for Central warehouses in Europe and the Americas.
• Operated, monitored, and enhanced Oracle ERP 11i Quoting, Requisition, Purchase Orders, Sales Orders, Pricelists and Pricing modifiers for key business processes.
• Operated, monitored and enhanced mobile work order application in use by over 1000 Field Technicians in 17 countries. Key processes Include work order debriefing, parts usage, financial remittance, and change control tracking.

Confidential, Alpharetta, GA

IT Project Manager

Responsibilities:

• Served as desktop/server environment Program Manager for GE Money Business - 15,000 user base globally.
• Indirectly managed a contract support staff of 130+ personnel across 40 call centers nationwide.
• Led multiple initiatives to deliver value to the GE Money credit card business
• Planned and implemented first of its kind customer-facing PC architecture for the NBC Universal Theme park credit card application process at Universal Theme Park locations.
• Planned and transitioned call center reporting for 1200+ personnel call center. Resulted in legal compliance consistency leveraging NICE call center recording application technologies
• Deployed Opsware Agent installation on 1500+ WINTEL servers US wide. Enabled 94% penetration and reduced server support costs by $174,000 annually.
• Planned and executed GE Money Green Belt Six Sigma Project, improved client PC logon times for 17000 users by 19%, resulting in $300K in cost avoidance for HR/Legal teams.
• Leveraged key Quality tools such as Fishbone diagrams, Pareto Charts, and Histograms to identify Critical X factors to defined Quality Problem.
• Managed an $8MM desktop lease & support budget. Took actions as a result of Six Sigma analysis to reduce cost and analyze critical factors impacting cost inflation.

Confidential, Atlanta, GA

Deputy Lead, IT Knowledge Management Team

Responsibilities:

• Served in several roles and job titles in scope of Information Technology at Confidential /Strategic National Stockpile. Hand-picked in roles of IT Lead, Chief Technology Officer (CTO), Program Manager, Project Manager, and business analyst. Served as the Deputy Lead for an IT team of 20 full-time professionals and 16 contract/vendor staff. Directly managed 12 IT team members and staff.
• Successfully managed the turn-up of the RSS Inventory Tracking System (RITS) - - an application available for all U.S. states and its territories to effectively manage medical supply inventory during a Public Health Emergency Response exercise or real-world event. http://rits. Confidential .gov
• Successfully managed the initiation phase of the $2.6M Stockpile Resource Planning (SRP) Oracle Application ERP project. Worked with the selected vendor to Project Manage, implement technologies, as well as augment new business process and procedures into the organization during the 15 month roll-out.
• Manages and conducts the following activities for several managed projects at Confidential /DSNS including the RITS Project: Project planning, requirements collection/analysis, vendor selection, vendor management, budget planning and implementation, implementation/support team hiring, IT Security and Accreditation, Pilot testing and enhancement development.
• Project Managed and designed the successful build out of a three-node IP network capable of supporting multiple data centers. Utilized remote access technologies, telecommunications, and Oracle Dataguard technology to build redundant application access capability for mission critical use.
• Successfully secured and managed a $15M budget for several Infrastructure and Application projects.
• Currently manages an application responsible for security, environmental, and electrical monitoring of medical material containers throughout the U.S.
• Created an IT Operations methodology that includes trouble ticketing, Change Management, Problem Management, Service Level Agreements, and IT support procedures.
• Managed the IT and Accreditation (C&A) of the SRP application during implementation. Led to the successful Full Authority to Operate (FATO) according to National Institute of Standards and Technology (NIST) standards following NIST, FISMA, and other government standards for C&A.
• Implemented and supported a standard Project Management Methodology for IT projects. This methodology includes stakeholder identification, buy-in, and management, Microsoft Gantt Chart Project Plans, Project/Stakeholder Communications, Issues/Risk resolution, Scope Management, Resource management, and Project budgeting.
• Worked with the Confidential Chief Information Security Officer to implement a new IT security approach to move forward with enhanced Security Documentation, Systems Accreditation, as well as security collaboration and planning across the Confidential Enterprise. Managed the and Accreditation Plan of Actions & Milestones (POAM) plan for Confidential IT Organizations, mitigating IT security risks within technology, management, and operations elements.
• Engineered and implement security solutions for Air Force Medical networks using Cisco PIX 525 series firewalls.
• Key in the identification of security holes and multiple data delivery points, thereby providing engineered network solutions the government can use to secure common medical network boundaries.
• Instrumental in the engineering and support of commercial health care networks within the Air Force Medical Networks across the U.S. using industry best practices for Medical communities.

Confidential, Houston, TX

Network Engineer

Responsibilities:

• Provided Operations Tier 3 support for of the Global IP and VPN network for Technical Support groups and Network Operations Centers located in Portland, OR and Houston, TX.
• Responsible for the integration and validation of DSL aggregation systems deployed in 32 major cities throughout the United States to carry DSL subscriber Internet traffic.
• Key in the test phase and debug of Redback Subscriber Management system (SMS) 1800 and the Marconi TNX1100 ATM switch configuration.
• Responsible for testing and provisioning capacity as necessary of the 5 Optical BLSR + 4 OC-48 SONET rings throughout the U.S. using the Lucent Bandwidth Managers and 2.5G optical equipment.
• Instrumental in the verification of Point of Presence (POP) site redundancy. Enhanced operational configuration during the testing phase for the following technologies: PVC configuration of the ATM switches, SPVCC configuration, EBGP between redundant cities and latency monitoring.
• Maintained the OSPF costing of routes on the IP network, which consisted of 195+ OSPF enabled routers.
• Responsible for IP allocation of a Class B subnet range as well as private address space used within the Enron Provider Network.