Manage Amgen's ServiceNow Architecture

- ServiceNow System Administration & Application DevelopmentLead and participated in the rapid prototyping of case management and custom applications to include: o Automation of an extended leave approval process o Automation of an employee EEOD issues processing system o Automation of a federal acquisition process o Implementation of ServiceNow HR Case Management ModuleProvided recommendations for process improvement and automationParticipated in the requirements gathering sessions with stakeholders to understand current and future processesAutomated business processes using the ServiceNow platform. Participated in the development lifecycle, including planning, design, development, testing, training, and migrationUsed custom and delivered ITIL applications to include: o incident management, change management, knowledge management, project and portfolio managementUsed agile methodology to provide demonstrations and prototypes for customer organizationsConfigured existing ServiceNow ITIL-based applications to automate support processes and case managementDeveloped custom applications and tables in ServiceNow specific to unique customer processesDesigned and built front-end user interface using ServiceNow Content Management SystemAssisted in instance migration strategy and update set management processes

- COGNOS Reporting to Support Office of Professional DevelopmentEvaluated PeopleSoft training tools to develop a project plan for COGNOS automated reporting solutionsManaged requirements gathering session to capture requirements for a training statistics COGNOS reporting toolDeveloped Requirements Document/RTM to guide the development of the COGNOS Reporting Framework

- Professional Development Training Tools & Programs AnalysisProvided Systems Engineering Management support to the Office of Professional Development. Completed BPR analysis of business processes in an effort to streamline and automate processes. Developed MS Visio models of business processes to support the development of IT systems to automate processes.Analyzed professional development training tools to ensure the systems were built to the requirements. Developed user guides/training materials for professional development systems & tools.

- COGNOS Reporting to Support HR DirectorateEvaluated PeopleSoft HR management system to create a project plan to develop automated reporting solutionsDeveloped and implemented COGNOS automated reporting solutions for the recruiting pipelineEnabled decision-makers to increase management efficiencies through automated reports Provided data visualization and analytical dashboards with COGNOS reports and Excel Assisted in the creation of standards for HR report developmentConducted User Acceptance Testing to ensure correct development of reportsDeveloped training curriculums and change management strategy documentation

- Systems Engineering Management of HR Reporting Technology InfrastructureProvided Systems Engineering Management of PeopleSoft systems to support the HR DirectorateGuided workforce through database systems and platforms upgradesPerformed analysis & drafted documentation of data modeling, data warehouses and databaseDeveloped MS Visio models of the reporting technology infrastructure to support managementImplemented system changes that significantly increased the data integrity of the reporting toolsAssisted in the management of COGNOS framework/infrastructure Developed Custom SharePoint sites for HR personnelAssisted in SharePoint migration and implementationManaged SharePoint accesses and permissionsResearched & developed documents for proposal preparationDeveloped EO ServiceNow Application to increase efficiency in the EO Complaint process

- Program Management for Secure Mobile Communication & the Mobility Innovation CenterAssisted in the development and organization of a configuration control board and CharterDeveloped SOWs (statement of work) to support new proposed task ordersManaged the government acquisition process for an IC Customer’s Mobility Innovation Center (MIC)Analyzed and improved business processes using IBM Blueworks Live-BPM software toolImplemented and managed a work flow management system for the Center’s government acquisition processDeveloped SOPs for the Center’s government acquisition process which increased the efficiency of the processDeveloped SOPs for the Center’s staff & project entrance & departure procedures which increased accountabilityDeveloped and implemented an inventory control plan which increased the accuracy of equipment locationsDeveloped a facility floor plan using MS Visio to assist in the management of staff and equipmentDeveloped and managed a MS Access database to assist with inventory managementDeveloped and managed integrated master schedules for the program using Microsoft ProjectManaged Software/IT development teams and communicated the progress of projects to senior management

- Operations Management for Secure Mobile Communication Development ProgramDeveloped Standard Operating Procedures (SOP) for the usage of secure mobile communication systemsManaged a multi-layer preparation and distribution process for secure mobile communication systemsInterfaced with government senior leadership to evaluate the performance of secure mobile communication systemsAnalyzed data to produce secure mobile communication systems performance reports & dashboards with MS ExcelIdentified areas of performance improvement for secure mobile communications systems through testingProvided help desk support to government senior leadership for secure mobile communication systems

- Systems Engineering Management for Secure Mobile Communication Development Program Identified user requirements for secure mobile communication systems for a U.S Intelligence AgencyDeveloped and edited secure mobile communication systems provisioning guide for technical accuracy and clarityAssisted Software/IT developers with turning user requirements into functional requirements Developed Systems & Process Models using MS VisioManaged the software development lifecycle for mobile communication systemsManaged the implementation of physical and software hardening of secure mobile communication systemsIdentified and analyzed security risks for secure mobile communications systems.Verified and validated requirements for secure mobile communications systems through testing

- Systems Engineering Management for Signals Intelligence DivisionManaged team and organized the processing of Request for Change (RFCs) through a multi-layer approval processEdited and prepared configuration documents to be introduced as RFCs to the Engineering Review BoardManaged the review and resolution of Requests for Change (RFCs) processed as part of the CM TeamBriefed RFC recommendation to the Configuration Control Board (CCB), accepted feedback and responded with corrections and updates to system level documents to ensure the capture of current system configurationsStreamlined the Configuration Management (CM) process and created methods to increase quality and reduce timePerformed schedule management using MS Project & developed schedule management proceduresDeveloped individual project schedules, managed system level schedules, managed input to the Integrated Master Schedule (IMS) and worked directly with project leads and the customer to ensure updates were managed to ensure accuracy of the IMS

- Systems Engineering Management for System Readiness DivisionEnsured the logical and systematic conversion of customer’s requirements into systems solutions that acknowledge technical, schedule, and cost constraintsInterfaced with multiple organizations to plan and manage system risks and readiness assessments for a critical satellite launch for an U.S. Intelligence Community (IC) CustomerImproved collaboration between organizations by developing and implementing a communications management planInterfaced with senior leadership to produce updates to readiness planning documents and integrated launch schedulesManaged resource requests and developed capability assessments and reports to review with senior managementDeveloped PowerPoint presentations to present team progress and areas of concern to customers and senior managementDocumented organizational management processes to instruct team members of proper controls and procedures

- Supply Chain Management for Lean Manufacturing DivisionManaged the manufacturing processes of aircraft part assemblies which included managing a team of 20 operators Performed root cause analysis and defined major causes that increased manufacturing hours on assembled partsAssisted in the development of a mitigation plan to reduce manufacturing hoursImplemented Lean Manufacturing methods to identify opportunities to improve operator performance, process efficiency and the quality of the finished partEvaluated operator performance and product development processPerformed time studies on manufacturing processes Developed SOPs for manufacturing processes to assist with the implementation of best practicesAnalyzed statistical data to establish performance standards amongst operatorsDeveloped analytical reports & visual dashboards for performance metricsDeveloped training to increase workforce understanding of controls and procedures for their appropriate work areas

- Supply Chain Management for Small Machined Parts DivisionEvaluated jet engine drawings to identify small machined parts and assign part numbers to facilitate low cost sourcingEvaluated & improved supplier manufacturing processes by implementing Lean Six Sigma methodsParticipated in the re –design of a manufacturing cell floor plan to increase process efficiencyAssisted suppliers with developing strategies to assure completed on time deliverablesDeveloped analytical reports & visual dashboards to track supplier performanceAssisted the procurement team by identifying potential suppliers to outsource partsCreated standard work templates to instruct new team members of the proper controls and proceduresAssisted with the development of system requirements, functional requirements, and allocation Defined essential equipment needed within supplier’s machine shops, CNC machine software & facility layout