For over a year, I have served in the role of Program Planner/Vertical Lead, supporting the Business Integration & Outcomes Service (BIOS), at United States Department of Veterans Affairs. Supervising a team of 6 peers, I have produced deliverables (process flows, guides and dashboards) defining the VA's IT Centralized Request Intake and Analysis process.

Accountable for managing the backlog of Veteran-Focused Integration Process Request (VIPR) entries through the Intake & Analysis Service (IAS), in support of the Account Management Office (AMO), Enterprise Project Management Division (EPMD) and IT Operations and Services (ITOPS) solution execution.

Coordinate project progress delivering requests from business owners, focusing on alignment to VA standards and strategic priorities, planning, requirements analysis, life cycle cost estimation and capacity planning.

As part of the TRM Operations Team, work in association with the pillar lead Subject Matter Expert(s) (SME) of the Office of Information Security (OIS), IT Operations (ITOPS), Enterprise Program Management Office (EPMO), Veterans Benefits Administration (VBA) and Veterans Health Administration (VHA) to maintain the One-VA TRM, that establishes a common vocabulary and structure for describing the information technology used to develop, operate and maintain enterprise applications.

In charge of prioritizing, troubleshooting and resolving all end-user technical and functional application concerns for Personify’s highest trouble ticket submitting clients across multi-versions of the software, spanning several Microsoft platforms. Windows Server 2003/08/12 and SQL Server 2000/05/08/12.

Managed cradle to grave sales cycle; obtained budget approval from proposal stage and finalizing contract. Investigated client business continuity plans; consulted on a suite of services. Prepared business cases for performance improvements, disaster recovery plans and improving end user experience.