PROFESSIONAL SUMMARY:

• Over twenty years of progressive experience and proven successes.
• Practiced PMLC, SDLC, JAD, RAD, RUP, Agile, Waterfall, Iterative, ITIL, CMMI
• Managed strategic client relationships to include marketing strategies and best practices, business analysis, planned and executed budgets, team building, coaching, staff management, enterprise resource planning, mentor
• Managed project/program related efforts within Cloud, Ecommerce, printing/publishing, government, gaming, hospitality, retail POS, with teams local, dispersed and offshore, matrix and direct.
• Developed and implemented policies, procedures, process improvements and restructures,
• Managed IT projects, PMO’s, program management, contracts, technical teams, change management, restructures, enterprise implementations, ERP, custom application development and support.
• Prior DOE “Q” clearance (Top Secret, and Secret prior)

PROFESSIONAL EXPERIENCE:

Deputy Program Manager/ Oklahoma NSD Site Manager

Responsibilities:

• The National Service Desk supports 8500 FAA safety users in addition to several public utilized applications. This is a 5 year contract, extended to 6 years 4 months at $59mil.
• As program manager, oversee all operational issues and escalations to FAA PMO within the contracted SLA’s.
• As Deputy Program Manager assisted the FAA with their cyber security efforts, issues, attacks and resolutions and the user community.
• As Site Manager for the FAA Aviation Safety National Service Desk in support of 92 custom applications, PIV, Active Directory, Cloud EMS365, telecom, infrastructure.
• Role as Problem Manager, Overall Process Manager and Change Manager in the ITIL process utilizing Remedy.
• Insert the support team assisting the program managers to ensure project success in areas of requirements, testing, training and preparation of the support team.
• Interface will all levels of government personnel (CIO, Director, Manager, Supervisor, Program Manager)
• Implemented policies resulting in innovation and cost savings to the FAA.
• Expanding contract responsibilities and process improvements.

SIAP Project Manager/Task Lead

• Coordinated across 7 departments to develop and implement projects for enterprise shared applications.
• Managed projects from original concept through final implementation to include planning, organizing and controlling work activities of the project.
• Facilitated the planning, organizing, developing, ERP, budgeting, coordinating, managing, supporting and controlling the installation and conversion of the software (SAAS).
• Conducted project meetings for project tracking, analysis and ensure adherence to quality standards and review project deliverables, change management.
• Managed the integration of vendor tasks, and track and review vendor deliverables.
• Provided technical and analytical guidance to project team and recommend action to direct the analysis and solutions of problems.
• Task Lead - Supervised up to 60 dispersed team members throughout the country

Portfolio Manager

• Managed the ATO Flight Standards project at the enterprise level consisting of five separate in-house development teams and one third party development company ensuring optimal integration.
• Provided program reporting for all development teams in the areas of risk/issues, work authorizations, work completions, ERP, funding/budget control, change control/management, status, SPI/CPI, EVM.
• Implemented enterprise tools for use by all project managers and their development team such as Rational Portfolio Manager and numerous SharePoint websites for communications.
• Served as the Project Manager for the implementation of Rational Portfolio Manager.
• Manage/host/coordinate meetings that enable communications among the project managers (federal and contract), stakeholders between ATO and AeroNav Services and integration meetings between ATO and 3rd party development companies.

Project Management Office Lead

• Provided lead responsibilities to the Project Management Office in support of the divisions Project Managers and the standardization of their processes.
• Implemented CMMI Level 3 project methodology including creation of the methodology overview brief and presentation to the division, branch and project managers.
• Implementing CMMI includes the creation of the Process Asset Library (PAL), Project Information Repository (PIR) and standardized audits.
• Implemented template that calculates project size and the methodology standard to be followed to meet CMMI requirements.
• Authored Configuration Management Plan for the creation of the EPG Change Control Board outlining the control/change management process of the configuration assets located in the PAL.
• Created the requirements for the Portfolio Dashboard for upper management.
• Responsible for implementing, coordinating and completing the Monthly Management Reviews, monthly Pre-OPS Review and OPS Review.

Sr Project Manager

• Provided FAA AMC Enterprise PMO with certified project management guidance in establishing their project management methodology which extends to the organizations physically located at the MMAC facility, further defined as those belonging to the FAA Regions and Centers line of business and reporting to the Center director.
• Consisted of gathering best practices from the Centers project manager’s based on PMI’s methodology guidelines.
• Created templates and procedures for presentation to the Methodology Review Team/change control management for determination and final draft with presentation to AMC PMO for final version prior to publishing by AMC Enterprise PMO.
• Mentoring Program and Managers Toolkit, assist with PM Community meetings and various PM SharePoint sites coordinating efforts between the PMO and the PM community.

Internet Project Manager

• Provided project management skills in an effort initiated by the president and his superiors to redesign all current websites and launch additional new websites for all of their standard and custom publications.
• Defined technical requirements; provided analytics and hosting options analysis; negotiated and administered contracts; and managed project plans.
• Reporting directly to the V.P. of Internet Publishing, I proposed and finalized business and revenue plans, developed scope of features to be used and tools needed to maintain the sites such as the content management system and plug-ins.
• Created process flow to take the publications to the internet and initiated the definition of new roles and responsibilities for related departments.

Software Systems Analyst Lead/Specialist

• Contributing effort with the National Institute for Advanced Technology (NIAT) providing the US Department of Energy (DOE) with an integrated electronic management system for medical records.
• Designed with non-proprietary software to provide the DOE with survivable documentation in occupational medicine, industrial hygiene and radiation exposure.
• Responsibilities included defining the application requirements from federal regulations published by NARA, DOD and DOE.
• Systems Requirements Review and Preliminary Design Review documents with defined requirements utilizing UML and use cases.
• Other areas of responsibilities included feasibility studies, requirements tracking and investigating new mandated regulations.
• Sub-projects included designing and programming a requirements traceability database and transferring microfilm records into the new system for the Desert Research Institute.

Project Manager/Application Development Group Manager 

• CNSI was contracted to the Department of Energy to provide I.T. support local and enterprise wide needs.
• The ADG was responsible for developing custom web applications and maintain various production applications ranging from financial to human resource applications with security measures.
• Supported processes throughout the full project management lifecycle (SDLC) including project management, ERP, change management, requirements definition and application testing.
• Developers, database administrator, web master, quality assurance, project managers and end user training under my initiative.
• Performance reviews, budget, training/development plans, monthly performance reports and prioritization of scheduled tasks.
• Practiced and implemented Information Technology Infrastructure Library (ITIL) / Microsoft Operations Frameworks (MOF) Service Manager.

Director Technical Support

• Directed activities of the Technical Support Group, Data Conversion Team and Support Desk in a 24X7 environment supporting customers worldwide.
• Planned and scheduled all team members at various support locations to perform installations and resolution to customer’s issues.
• Responsibilities included pre- and post- sales support, contract reviews, issue/bug tracking, installation support, budgeting, enforcing corporate policies, monthly service billing, statistics/metrics, scheduling, performance evaluations and overall responsibility of the restructure and improvement of overall customer satisfaction.
• Developed and implemented tools such as an issue tracker, call tracking and ACD reporting systems.
• Initiated and implemented several practices via project management methodology such as Service Support (incident management, problem management and service desk) and Service Delivery (service level management).

Confidential

Strategic Program/Project Manager

• Developed, managed and controlled strategic partnerships with clients seeking innovative technical B2B e-commerce software solutions.
• Provided program/project management for partnership with AOL/Netscape, Computer Associates, Sprint, Office Depot and Broad Vision and more.
• SDLC methodology including system architecture, functionality, design and interfaces within an environment utilizing the programming capabilities of HTML, cXML ASP, FrontPage, Java, Oracle and Com.
• Supervision of both direct and matrix staff members, local and offshore.

Business Systems Analyst 

• Served as the first BSA for PurchasePro.
• Initiated, and led the Design Review process on all system change requests/change management and the new generation application design.
• Identified and documented business needs/objectives, process flow, change and security.
• Wrote and maintained functional specifications for all new areas and requested change orders through self-obtained knowledge of the capabilities of the programming tools utilized such as HTML, cXML ASP, FrontPage, Java, Oracle, Com and interfaces.
• Developed and implemented test plans for all business and functional processes during system development and quality assurance. Created all user/system documentation for areas of responsibility.
• Prepared estimates of effort, project schedules and estimated costs for completing the projects for partnership and executives review.

Confidential

Customer Service Manager

• Managed the Service Center through two Mirage Resorts premier property openings. Provided first level support to numerous applications on several different platforms utilized at 6 properties for over 35,000 employees.
• Implemented several ITIL best practices such as incident and problem management and Service Desk through practicing project management methodologies to completion.
• Implementation of severity and priority codes for trouble tickets and proper tracking and escalation. This resulted in more efficient and effective problem resolution for the users.
• Review of weekly reoccurring application problems for resolution with all IS departments.
• Example, we resolved a monthly average of 14,000 calls with 72 percent immediate call closures within 3 minutes.
• Compiled and briefed MRI executive management on the progress towards performance goals on a weekly and monthly basis, and led the weekly CIO staff meetings.
• Successfully implemented an incentive award program for Help Desk Quality Customer Service.
• Responsible for creating and managing the department’s budget and performing human capital management functions (hiring, performance reviews, terminating, and coaching).

Customer Service Supervisor

• As Customer Service Center Supervisor, began with a functioning Help Desk for desktop applications and all computer-related procurements that received about 1,800 calls a month.
• As a Team, we began taking all user calls as the computer rooms located at each property went “dark”. Initiated workflow for call resolution and escalation, led efforts in creation of various positions roles, requirements and responsibilities, 24/7 schedule for new hires to coincide with restructure.
• Completed the installation/implementation of a new call tracking application, ACD system for the department and completed bi-annual performance reviews, initiated and delivered incident and call analysis/statistics.

Sr. Application Support Analyst, Team Lead 

• As a Team Leader for the Casino Application support team, I led the support team for over 25 casino and casino-related applications.
• We practiced project management lifecycle coordinating all aspects of user requests including requirements, total cost of ownership, demonstrations, vendor selection, procurement/award (h/w, s/w, support contract) installation, network, telecom, infrastructure, training, and documentation.
• We provided 7/24 support for existing properties and new property openings and performed application ownership functions of upgrades, interfaces, and conversions.

Confidential

Project Manager/Fielding Coordinator

• Provided project management functions on the Reserve Component Automation System (RCAS) contract supporting the Army Reserve and the National Guard coordinating activities and project schedules associated with the initial end-to-end deployment of ADP hardware to gaining commands.
• Activities included command/unit site surveys, construction

Hardware Maintenance Sub-Contract Administrator

• As the Hardware Maintenance Administrator, led the Customer Service Center, which included the Direct Support, Mail Administration, Security, Help Desk and Network departments.
• TMIS involves the integration of DOS, UNIX, and Mainframe hardware and application software to support all present and future MIS needs of the Space Station Program.
• Created the SLA and SOW for the hardware maintenance contract for the program to include the RFP, selection, award, performance metrics, monthly billing approval and resolution of billing issues.
• Assigned to design a custom Oracle “Work Control System” which included gathering system requirements, creating the Oracle table structures, designing user interfaces, programming, testing and providing application documentation and user training.
• System consisted of nine modules - call tracking, hardware maintenance, and inventory of Boeing and NASA assets, service requests, problem reports, user security information and three modules that Program Management used exclusively (ITIL).
• Responsible for all application/system enhancements and system data reporting.
• The Work Control System was used in obtaining additional contracts for Boeing.

Data Systems Analyst

• Data Systems Analyst in the Information Systems Division of this major Venezuelan government import/export corporation.
• Managed the data entry operations, fully automated the fielding department, and upgraded corporate system to an AS400.