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Click here or scroll down to respond to this candidateCandidate's Name , MSIT, CSM, CSPO, ITIL, PMPP. O. Box Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEhttp://LINKEDIN LINK AVAILABLEPROFESSIONAL SUMMARY:As a seasoned high-performance IT professional, I take an active role in creating positive business results through effective relationship building, communication, cooperation and coordination across the organization. My leadership philosophy emphasizes doing the job right the first time and following through to ensure the work is complete. I actively participate in raising the standards of performance for myself, my teams and projects, by teaching and mentoring others, listening and learning from business and technology leaders, and evolving our best practices in business and technology.SUMMARY OF PROFESSIONAL EXPERIENCE:Professional RoleYears of ExperienceBusiness ResultsTeam Management8 years team leader3 years managerDecreased reported incident turnaround times ~20%Lower total incidents, reduced ~33%Higher quality of project resultsIT Project Management9 years SDLC and IT Infrastructure5 years implementing ITIL & Agile/Scrum methods10 years implementing PMI methodsIncreased business systems capability & capacityImproved economies of scale, saving ~$100KEfficient resource distribution and support coverageStrategic advantage for business unitsSoftware Release Management14 years commercial software7 years implementing ITIL & Agile/Scrum best practicesCreated multi-million-dollar commercial software revenue streamsAchieved 99.9+% success rate on internal releases (<100 incidents reported for large-scale projects)Decreased project initiation and closeout times ~25%Increased project efficiency and quality of resultsConfiguration Management14 years SCM & ITIL implementationDecreased build turnaround times ~50%Decreased rework and reopened incidents ~40%Network Design & Installation21 years LAN design & installationNew Site LAN/Telecom designs with improved scalabilityEfficient, Cost-effective, & Secure Network InstallationsComputer Systems Administration21 years LAN/WAN/Telecom systems & network administrationImproved end-to-end systems management and user supportLower downtime and increased service availabilityProcess and Technical Documentation21 years IT/Business process analysis & technical documentationStreamlined department processes & proceduresReduced time to project completion ~30%Software Development10 years packaging, scripting, install systems design, & scriptingCreated standards, templates and processes to reduce project startup and turnaround times ~40%Course Design & Instruction3 years course design & instruction for business & technical seminarsEffective preparation of consultants and support engineers for new software releasesIncreased customer satisfaction with support teamsContinuing Education Instruction8 years Accredited Community College & Technical InstituteIncreased student satisfaction ~25%Higher post-graduation job placement ~50%IT Consulting15 years business systems consulting including ITIL & Agile/Scrum implementation.Improved IT service delivery and IT service managementCreated economies of scale and strategic advantageIncreased efficiency for business systems & processesPROFESSIONAL EXPERIENCE:August 2015November 2023, February 2011September 2011: Project Manager/Sr. Business Analyst/ITIL Consultant, SiloSmashers, Inc. (Research Triangle Park, NC)Served as a major contributor for the Contract Proposal team, evaluating Federal Contract Requests for Proposals to understand the Statements of Work and create proposals for new contract awards as well as renewals for existing contracts. Created new hierarchical career band job descriptions for the business operations job roles for the company, and mentored employees in those job roles for career development and skills enhancement as the designated Business Operations Competency Lead across all company projects. Created and presented skills enhancement learning sessions covering business consulting, project management, leadership, and Agile methods at company retreats and all-hands meetings.September 2022 November 2023:Contract Project Manager to the Department of Homeland Security (DHS) Science & Technology (S&T) Directorates CIO Office to lead the Business Management Office and a team of 5 analysts and subject matter experts. Responsible for all aspects of project management within the contracts statement of work covering BMO activities. Managed team assignments, quality management of deliverables, coaching and directing individuals, and managing discrete project requirements gathering for client organizations within the directorate.Project intake: Worked with Program Managers to document new IT project requirements, review project plans, and gather cost estimates. Created a new Project Intake Requirements Questionnaire to capture all the necessary project and systems operations data that the Functional Areas need to make a well-informed decision on the viability, risk assessment, sustainability, and cost estimation for each project. Documented the project intake process and made process improvements to reduce the number of meetings and revisions to project intake requests required to make a well-informed decision. Created new processes and governance reports to manage progress of intake requests from initiation through acceptance, including new project acceptance, cost estimation, and closeout documents.ITIL Implementation: Planned and executed the implementation of 9 ITIL process areas across the CIO Office with simultaneous coordination to implement a similar ITIL implementation for the Office of National Laboratories (ONL) utilizing a cross-functional team of SMEs leveraging experience from both offices.IT Asset Management: Documented the current state of policies, processes, and procedures for several aspects of software and hardware procurement and lifecycle management, including Software & Hardware Exceptions, Reasonable Accommodation Procurements, Software License Management, several unique IT Equipment Procurements, and made recommendations for improvements that streamlined and de-conflicted processes, defined roles and responsibilities to remove gaps and overlaps, and provided enhanced information management regarding assets in current use from procurement through decommissioning.July 2015 August 2022:Contract Business Analyst responsible for managing requirements gathering, design, and solution implementation for the United States Environmental Protection Agency (EPA) Office of Environmental Information (OEI) to create, support, and enhance business processes, systems, tools and capabilities related to project and program management of vendor contracts for Information Technology and Infrastructure contracts and continuous operations. Managed the Software Development/Release Life Cycle for updates to custom applications developed for the EPA to manage vendor operations, performance, financial management, and reporting systems and dashboards.Release Management, Agile Transformation: Transitioned applications development project team from Waterfall to Scrum methodology. Created new project management documents, training materials and guidelines for Agile/Scrum adoption. Created project schedules, backlogs, sprints and standup sessions with analysts and developers for quarterly releases using Agile/Scrum best practices. Coordinated development and testing activities within Release Scrum schedule to ensure high quality of requirements, design and code production. Tested release candidate code to determine readiness to deploy, and coordinated bug and defect reporting and resolution. Managed quarterly release of software updates to EPA systems for custom application and supporting technologies.Client Engagement and Business Analysis: Created client training materials for custom applications, and then scheduled, managed and executed client training sessions for EPA executives, managers, and staff, and for EPA contract vendor managers and staff. Managed client requirements gathering and review sessions. Managed design review sessions with developers, analysts and client management. Created internal skills development training materials, and executed Community of Practice sessions for the client.ITIL Change Management Implementation: Continued development of EPAs National Change Advisory Board and Change Management program. Implemented change management processes, coordinated updates to organizational structures, and created new policies, procedures and reporting artifacts for the EPAs Change Advisory Board (CAB) which included HQ, NCC and all Regional Offices, Field Offices, and Laboratories as part of the implementation of the Change Management program based on ITIL best practices. Facilitated CAB meetings, gathered and presented quarterly change metrics reports, trained staff and contractors, coordinated issue resolution for change requests, and integrated system implementation of both Remedy and ServiceNow, including both training systems and content development and delivery, as the source of truth process control and data repository tools to manage the change management program nationwide.February 2011 September 2011:ITIL Consultant to the United States Environmental Protection Agency, responsible for the initiation, planning and implementation of the ITIL Service Life Cycle for the Office of Technology Operations and Planning (OTOP). Created and maintained project proposals, timelines, executive briefings, work breakdown structures and project plans to begin implementation of Change Management, Release and Deployment Management and Configuration and Asset Management components as part of OTOPs efforts at establishing mature IT Management policies, processes and best practices. Worked directly with Federal managers, directors and contract officers to gather business requirements, establish priorities, build working relationships between divisions, and plan the implementation of ITIL best practices to fit the EPAs needs. Created and maintained project plans for quarterly releases of Management Information Systems software updates incorporating Agile/Scrum methods.April 2012 July 2015: Senior Solutions Architect, Teleflex, Inc. (Research Triangle Park, NC)Contract Consultant with Accentuate Staffing later hired on fulltime to Teleflex, Inc. Responsible for the design, development and delivery of business technology solutions. Coordinated multiple project activities for capital projects with budgets ranging from $1.5 Million to $30 Million, deployed to data centers located in Limerick, Pennsylvania, and Kernen, Germany. Created cost estimates based on systems requirements to ensure effective ROI for projects.Created improved processes and new documentation templates for existing business systems based on new business and technical requirements to enhance service operations and support of new systems.Worked directly with business unit owners and users to build more effective relationships and communications channels, and to determine current-state system status, identify necessary areas for improvement and create new projects to address evolving business needs.Initiated new capital improvement projects, working directly with the Project Management Office and individual project managers to gather business and technical requirements, identify stakeholders, coordinate work efforts and produce solution designs for final implementation.Created new server clusters, configured databases, integrated applications and migrated data.Integrated and maintained Vertex tax tracking system with SAP to more efficiently track global sales tax requirements and collection from sales in each country or jurisdiction.Managed the release and deployment of finished business systems to the production environment.Coordinated transition of deployed systems from project to operations teams with supporting documentation.Created training systems and developed content for training sessions to assist users in transitioning to new systems.September 2011 March 2012: Consultant, Modis, Inc. (Cary, NC)Consultant to LexisNexis, Inc. to assist with the design, development and improvement of software installation and packaging processes within an Agile/Scrum environment. Initiated new projects to create improved software development and product integration processes, procedures and methods. Created install packages for new commercial software releases for sale throughout the United States and Canada, and implemented improvements to existing projects. Spearheaded improvements to software development lifecycle processes to create economies of scale and incorporate best practices of ITIL Release and Deployment Management and SCRUM principles. Coordinated scheduling, estimating and backlog management of sprints with project managers. Evolved software development lifecycle best practices to reduce defect reports and project completion times. Developed new methods for software packaging including standardized templates and modularized components to create a consistent look and feel, higher quality user experience and more predictable installation behavior. Created new requirements gathering and business analysis processes and document templates to improve project initiation and design phases and reduce introduction of defects due to incomplete requirements.December 2009 July 2016: Adjunct Instructor, ITT Technical Institute (High Point, NC)Conducted advanced college-level technology classes centered on Project Management, Risk Management, Python programming, Microsoft Desktop, Server and Active Directory (2008 R1) and Cisco switching router products, as well as theory and applied principles of systems administration, networking technologies, telecommunications and information systems management. Instructed and mentored students using real-world scenarios and personal experiences to help direct their career choices towards the needs of the industry in alignment with their individual talents. Created new classroom instruction and presentation materials for new course additions and shared with other instructors at other campuses nationwide. Served as Faculty Advisor for the local chapter of the National Technical Honor Society.September 2008 October 2009: Manager of Operations Engineering, Peopleclick, Inc. (Raleigh, NC)Responsible for revenue-generating customer requests for software changes to SaaS-modeled Human Resources Management applications, management of software release projects for maintenance releases to applications, infrastructure design using Microsoft technologies based on Active Directory and Windows server 2003, and improvement projects to implement new strategic business technologies.Managed team of 11 full-time Operations Engineers located in Raleigh, NC and London, UK, including hiring, promoting, coaching, mentoring, and evaluating individual performance. Planned training schedules, departmental budgets and bonus structures.Managed team resource allocation, scheduling and team member assignments for projects and operational duties.Reorganized team operations to conform to ITIL Service Management and Microsoft Operations Management standards to increase service quality, reduce turnaround times on daily tasks and streamline operations processes.Updated Disaster Recovery & Business Continuity plans to utilize new Raleigh data center as warm-site backup for production sites. Tested plans quarterly to ensure continual improvement and implement best practices.Moderated post-project review meetings to capture lessons learned and implement improvements to operations.Planned and implemented the construction of new live data centers in Raleigh, NC and London, UK including server deployment, data migration and application upgrades, resulting in a 33% increase in operational capacity.Consolidated release schedules for multiple software development projects based in Java and .Net into simpler and more streamlined release cycles that reduced manpower needs and scheduled downtime by nearly 30%.Produced project plans including work breakdown structures, schedules, change management plans and risk management plans for major Java and .Net software releases to coordinate activities across several departments in the company before, during and after the scheduled release weekend.Managed communications between internal and external customers and operations engineers to ensure timely information exchange. Coordinated support activities with external vendors to resolve client issues quickly and thoroughly in conformance to established Service Level Agreements (SLAs).Organized tasks for the team to optimize fast response to open incident and service requests, and to meet SLAs.Developed Agile and SCRUM processes and methods based on the ITIL Service Management Life Cycle to improve software development lifecycles, improve code release quality and reduce release times.March 2007September 2008: Sr. Systems Engineer / Site Manager, Fidelity Investments (Research Triangle Park, NC)Contractor to Fidelity eBusiness Technology Group, later hired as full-time employee. Responsible for the management of time-sensitive, security-enabled web site content projects to be packaged, tested and released to the Fidelity.com commercial, retail and institutional websites. Provided project management, software configuration management, and source control management using Rational ClearCase and Mercury IT Governance application suites. Integrated Agile software development methods into corporate release and project management policies and standards as an integral component of Project and Portfolio Management best practices. Coordinated Java and XML software development projects with other business units and project managers for web content releases. Scheduled daily team tasks, including after-hours rotation shifts, and the execution of high-risk, high profile installation projects from QA through final release onto the commercial, retail, institutional and voice-content websites. Served as primary point of contact for the department for developers, project managers, QA testers and business leaders to ensure the smooth, efficient operation of Java and XML software development and deployments. Volunteered to serve as Floor Safety Warden, trained in corporate environment safety, First Aid, and CPR/AED.Successfully Completed Major Projects:Created new department operations manual to consolidate all extant processes into one reference source to help streamline turnaround time and deliver higher quality results.Designed a training program to integrate the Release Engineering department into Site Management operations.Conducted training courses in Boston, MA, and Merrimac, NH for a team of 12 release engineers to bring them on board with Site Management operations.Created new Site Management Wiki site for consolidation of team and project schedules, after-hours call duty rotation, SLAs and team information to provide a single source of information for business units and team members. Demonstrated its effective use as a management tool to Executive Management.Created new training materials and led seminars for development teams to ensure release management workflow integrity and enforce higher standards for code quality.November 2006 March 2007: Configuration Manager, Affiliated Computer Systems, Inc. (Durham, NC)Independent contractor responsible for the configuration, release and deployment management of major database migration and systems upgrade for the North Carolina Community College Systems Datatel Colleague program from Release 17 to Release 18, including customized programs unique to the North Carolina system implementation. Project complexity and risk were higher due to the fact that over 25% of the application code had been customized for the State of North Carolina, and this custom code had to be carefully evaluated during the migration. Contract ended with the successful deployment of the new software system across the state through a phased implementation. Created the End-to-End Software Configuration Management Plan for the project to include data migration from project initiation through final deployment at the colleges. Trained new developers on process controls based on ITIL best practices to ensure proper procedures are followed and guarantee code integrity and quality. Evaluated project plan schedules, work breakdown structures and resource allocations to ensure risk mitigation, timely implementation of each module and manage rework or integration issues as they were discovered. Managed daily processing of Configuration Items using Merant Tracker and external auditing tools. Documented status changes for project reporting and facilitated code transfers between Testers and Developers.January 2000October 2006: Sr. Member of Technology Group, Oracle Corporation (Redwood City, CA, & Raleigh, NC)Oracle Server Technologies Group:Responsible for the design, development, testing and support of new Java-based releases of Oracle products for Windows, Solaris and Linux operating systems as an extension of my work on the Oracle Application Server team. Developed installation and configuration routines using Java-based scripting and methods. Coordinated project deliverables with team members and other project teams in a matrixed environment where members were located in Redwood City, CA, Portland, OR, Phoenix, AZ, Bangalore, India, Shanghai, China, and Montreal, Canada using a follow-the-sun project schedule. Worked with Product Managers, Release Managers and Project Leads to ensure quality components were delivered in a timely manner, consolidated all contributed product components and integrated them into a coherent installable product. Produced documentation for project work, module usage, and design specifications for inclusion in user guides, training materials and senior management reports.Oracle Tools / Application Server Group:Responsible for the development, testing, documentation, QA support and post-release tier-3 support of the Oracle Application Server product line for Windows, Solaris and Linux as primary release outlets, plus 19 other platforms as required. Developed installation and configuration routines using Java-based scripting and methods. Managed resource allocation and bug/issue resolution assignments for the team in a matrixed environment using a follow-the-sun project schedule with 24-hour turnaround time goals and objectives. Also served as an instructor for Oracle Support to conduct courses for each release of the Oracle iAS product to familiarize customer support and consulting engineering departments with the new release, its features and usage. Worked with Product Managers to integrate software release management best practices into the software development lifecycle, design new installation methods, source control policies, and improve the software release process using the ITIL methods and best practices.Major Product Releases, Projects and Roles:Oracle Voicemail & Fax Services, ver. 10.1.2.4.0, Project Lead, Install & Configuration Development EngineerOracle Content Database (ContentDB) ver. 10.1.3, Senior Software EngineerOracle Collaboration Suite (OCS) release ver. 10.1.2.2.0, 10.1.3, Senior Software EngineerOracle Internet Application Server ver. 1.0.2x - 10.1.2x, Senior Software Engineer, Team LeadOracle Developer Suite ver. 1.0.2.2x - 10g, Senior Software EngineerWindows System Files installer for Windows NT 4.0 Server, Software DeveloperOracle Universal Installer and InstallShield Multi-Platform Analysis, Software Systems AnalystOracle University Customer Support Course Series, Oracle Application Server, Course Designer & InstructorJuly 1996 December 1999: Sr. IS Specialist, TRW Systems & Information Technology (St. Louis, MO, & Raleigh, NC)Contracted to the United States Postal Service to provide service and support for various Information Systems projects with release scope of over 20,000 servers and over one million client machines nationwide. Served as project lead for several applications from development through testing and deployment phases. Installed and supported Microsoft Windows NT Server and SMS Server products, Novell NetWare, NDS and GroupWise servers, and Sun Microsystems database servers for network infrastructure and customized application projects. Additional Team Management duties assigned by Postal Service Management include coordination of multiple project efforts with a team of six contractors, scheduling new projects with team members, serving as team leader in absence of Postal Manager and attending strategic and management-level meetings as representative of Postal Manager.Security Clearance: United States Government Sensitive/Secret Computer Systems.Awarded the 1998 TRW Excellence Award for Outstanding Leadership and Customer Satisfaction.Successfully Completed Major Projects:Design and implementation of server, workstation and software configuration standards for Corporate Call Center sites located in Phoenix, AZ, Denver, CO, and Tampa, FL, to facilitate efficient package deployment through unattended and remote installation procedures as well as minimize end user impact during upgrades.Design and installation of Windows NT Web Servers and Sun UNIX Database Servers for a new web-based Human Resources Department application at the Minneapolis, MN, data center. Managed installation schedule, coordinated installation team efforts, and resolved technical issues as needed. Documented server and network configuration and physical installation information for transfer to local site technology support staff.Installation of Comprehensive Business Recovery software at Minneapolis, MN, Raleigh, NC, San Mateo, CA, St. Louis, MO, Wilkes-Barre, PA, and Memphis, TN. Designed standardized integration plan for sites to share information and provide mutual support in the event of a disaster.Nationwide installation and deployment of Microsoft Systems Management Servers for remote LAN management and unattended software distribution and installation.Migration of St. Louis, MO, ISSC to the National Information Systems Service Center located in Raleigh, NC.Facilitated the integration of new team members and provided orientation and mentoring for new hires.Managed technical interviews for candidates to fill new contractor positions, and advised Postal managers on resource allocations.Packaging, Testing, and Deployment of regularly developed custom Postal applications nationwide to 85 District and 15 Area offices, totaling over 25,000 servers and 100,000 clients with <100 defects per release.Designed, created, and documented standardized code templates for InstallShield 5.1, Wise and SMS Installer, and authored a complete instruction manual to assist new employees and novice users in the creation of standard packages for distribution to field sites nationwide.May 1995 June 1996: Systems Administrator, Acucote, Inc. (Burlington, NC)Managed the daily support of Novell networks installed at manufacturing plants in Burlington and Graham, database administration for Fourth Shift MSS manufacturing software, development of new reporting and database interface programs using Crystal Reports, Microsoft Access 2.0 and ODBC links to the main database, and development and implementation of new technologies to improve the manufacturing processes. Engineered custom-ordered production templates on demand for use in critical plant operations using AutoCAD.Successfully Completed Major Projects:Developed, implemented, and managed automatic data collection systems with inter-city links to both production facilities and wireless RF barcoding equipment for floor supervisors and inventory managers.Created a new, comprehensive training program for end users including self-paced technology courses and personal skills development programs such as Steven Coveys Seven Habits of Highly Effective People.Installed and upgraded network servers at both plants with minimal impact to users while significantly expanding business computing capabilities.Managed third-party vendors contracted with the development and installation of custom production reporting programs for plant managers.Implemented Citrix systems to provide remote access to corporate data and applications for employees.Designed and implemented an inventory system for computers and office systems and expanded into an Asset Management program to manage assets more efficiently and accurately.Created Standard Operating Procedures for daily operations and Disaster Recovery/Business Continuity plans.Created full documentation of network systems including network/telecommunications wiring diagrams.September 1994 April 1995: Instructor, Alamance Community College (Haw River, NC)Guilford Technical Community College (Jamestown, NC)Conducted classes on computerized maintenance management, understanding computer basics, and current computer technology. Instructed students on basic skills necessary to use office systems and associated software as well as making informed decisions on purchasing and maintaining business systems.April 1994 May 1995: Senior LAN / Hardware Administrator, DP Solutions, Inc. (Greensboro, NC)Managed all network systems operations, maintenance and upgrading company-wide including Novell NetWare and IBM AS/400 systems. Designed and implemented the migration of the corporate sales database to a Client-Server platform. Trained and supervised IT support team in Milwaukee, WI, Fresno, |
