P ROFILE

• Skilled Project Management, Communications and Operations Professional with over 12 years of experience focusing on creating, documenting and implementing streamlined infrastructures, information technology strategies, people management processes, talent development programming, communications design, business development collateral and other initiatives, in support of achieving and surpassing the organization’s goals.
• Recognition as a subject matter expert in matters of operations, administration, change management, learning and development/training, customer/client service, call center management, programming, policy, compliance and communications, often serving as a trusted advisor and consultant.
• A reputation for successfully driving organizational change, using both methodical and agile approaches (as appropriate) to manage multiple projects, simultaneously.
• Information technology exposure resulting in varying levels of proficiency in network technologies, Microsoft Office (Word, Excel, Outlook, PowerPoint), human resources management systems (HRMS), web conferencing tools (Webex, GoToMeeting, join.me, Adobe Connect, etc.), WBT/CBT learning development tools (Articulate, etc.), learning management and content management systems (Blackboard, Moodle, MadCap Flare, etc.), data visualization/ diagramming software (i.e., Visio, Lucidchart, SmartDraw, etc.), data/database management systems (Access, oaSES, SQL), ERP and CRM software (Colleague, Salesforce, Zoho, etc.), image and graphics creation/editing software, collaborative technologies (including intranet, content management and document management components, (e.g., Sharepoint, Bitrix24, etc.) and web - based applications.

PROFESSIONAL EXPERIENCE

Confidential, Richmond, VA

Cloud Project Manager

Responsibilities:

• Manage the end to end migration of applications from on-premise data centers to a cloud environment.
• Assist the Cloud Program Manager in managing the overall logistics and direction of the program.
• Serve as the lead for the Cloud PM Team members, while also providing guidance and supervision to the project coordination and administration team members.
• Communicate and collaborate with external and internal stakeholders and users to ensure that projects progress efficiently and application teams are fully supported.
• Produce project plans, schedules, analyses, forecasting and other artifacts, in addition to facilitating the process of SOWs, invoices and associated vendor documentation.

Confidential, Virginia Beach, VA

Technical Writer

Responsibilities:

• Gathered and updated (as necessary) requirements from the business to write help aids and supporting documentation (technical specification manuals, runbooks, network diagrams, etc.), based on limited information, using both systematic and agile design methods in collaboration with the organization’s leadership, and under tight deadlines.
• Communicated and collaborated with external and internal stakeholders and users to analyze information needs and functional requirements.
• Produced artifacts as needed, including use cases, user stories, wireframes, test scenarios, etc.

Confidential, Richmond, VA

Business Analyst Consultant/National Director of Operations

Responsibilities:

• Lead internal projects to achieve project defined milestones and deliverables.
• Source, configure and maintain business software based on business needs.
• Created the operational infrastructure for systems, processes, procedures and personnel, focusing on scalability and utilizing lean startup principles, based on current and future business requirements.
• Led projects to strategically and aggressively expand the organization’s operating territory from 1 to 6 states in an 18-month time period.
• Re-engineered business operations/quality improvement procedures and increased revenue by 118% in a 12-month time period.
• Designed and implemented internal communication plans to positively impact workforce knowledge and efficiency.
• Compiled, analyzed, validated and presented processes and data, ensured compliance with all government (federal, state and local) contract requirements and produced timely, accurate and comprehensive reporting for all stakeholders.
• Sourced and tested technological solutions, wrote documentation and training for end-user consumption and provided quality assurance analyses for the organization.

Confidential, Hampton, VA

Learning and Development Manager

Responsibilities:

• Worked in conjunction with both internal and external stakeholders to develop a business model, communications strategy and long term business plans for the organization’s learning and development structure, within a BPO environment, supporting the financial services industry.
• Developed and delivered F2F, blended and/or virtual training programs; prepared training materials; developed course content; determined methodology; and coordinated the development of training aids as well as identified and utilized third party alliances in delivering coursework and/or curriculum development.
• Continuously evaluated and revised program offerings, curriculum and lesson plans to meet new training requirements, improve performance metrics and keep technical information up to date.

Confidential, Piscataway, NJ

Business Analyst

Responsibilities:

• Requirements Gathering, Technical Writing, Creative Writing, Editing, Research, UX Design
• Gathered requirements from the business and wrote content for the Cybersecurity website within the Office of the Governor.

Confidential, Yorktown, VA

Conferences Director

Responsibilities:

• Designed web-based, regional and annual conferences, coordinated planning logistics, configuring and implementing technology and determining content for the organization’s learning and development department.
• Sourced, configured, trained and maintained and documented CRM, web-based and productivity systems