• Oversee all project management aspects of interactive marketing initiatives to ensure on-time completion with high quality delivery. Leads team members through the details of project/campaign initiating, planning, executing, monitoring, and closing. Responsible for the development of appropriate project management related documentation (scope, schedule, cost, quality, issues and risks, etc.)• Conduct Zoom/MS Teams meetings for collaboration and lead ongoing efforts of digital and graphic design acceptance.• Manages task coordination across the user experience, design, content, and development teams.

• Responsible for managing multiple concurrent large-scale Cloud/SaaS projects/programs and responsible for timely delivery of quality program outputs while performing appropriate scope management.• Managed the overall timeline for the programs, managed issues and risks, and communicated program status to sponsors and senior leadership.• Demonstrated strong leadership and communication skills, “hands-on” project management approach, and proficiency in motivating and leading others through a shared vision.• Provided a single point of contact for the programs and took projects from original concept through final implementation.

Program Manager (Consultant)• Responsible for leading teams to deliver project(s) that span various workstreams and multiple business units. • Managed resources, schedules, financials and adhere to stage gate quality and SDLC control guidelines throughout the full systems development life cycle. • Management of issues, risks and project change requests to ensure successful and on-time project delivery.

Program Manager/Corporate Operations (Consultant)• Successfully managed a comprehensive Humana Resources and Payroll software implementation with an emphasis on security policies and measures to help prevent any unauthorized access to client data (QuickBooks data integration)• Lead an Agile project team, managed the Unanet ERP implementation to integrate Professional Services Automation (PSA) and Project Portfolio Management (PPM) software with Financials to help the organization reliably plan, track, and manage projects and people as a government contractor.

• Managed an Agile based project implementation of a cloud-based (Nice inContact) Contact Center targeting an integration with Salesforce CRM: Conducted validation testing using the classic and lightning clients ensuring screen pops of customer data• Implemented IVR (Interactive Voice Response) system for use with drug and health library information, prescription refills, history records, medical transcripts, patient information services, automated pre-admissions, patient account records, appointment scheduling and reminder, lab results, etc.• Established requirements and managed the Omni-Channel alternatives, Workforce Mgmt., Quality, Performance Mgmt., Reporting and Analytics functionality• Documented requirements using JIRA tool; wrote user stories based on Visio process models derived from Business rules to improve the Health Care Provider and Patient experience• Supported our clinical teams and health care providers (HCP) for the patient intake process through the care management process.

• Oversight and management of a team of Service Delivery Managers, Engineers, Administrators and Analyststhat move enterprise computing into the Cloud (AWS, Google, Azure), migrate websites and integrate DevOps tool chains.• Responsible for all aspects of the portfolio of Service Delivery engagements with reporting Financials, Resource allocation and Customer satisfaction • Lead member of the Process Working Group for review and enforcement of CMMI Level 3 certification guidance to foster a culture of continuous organizational process improvement• Developed and implemented a multi-Cloud Training program for continual technical and business development leveraging multiple tool sets and seminars with defined learning paths• Developed/implemented individual technical training plan initiatives as well as corporate compliance/mandatory training

• Primary role to lead Security team documenting processes for Avaya Secure Delivery FEDRAMP project initiative.• Guided the implementation of SolarWinds to aid the FEDRAMP initiative for discovery, patching and monitoring.• Managed the Avaya Contact center of 25 agents supporting multiple federal customers leveraging Avaya’s ACD-automatic call distribution and IVR-Interactive Voice Response for skills-based routing to best meet customer needs• Managed program partners and vendors for critical high visibility accounts – {House of Representatives, Railroad Retirement Board, Health & Human Services}

• Implemented an electronic health records system (EHR) and managed an incident response management system (IRMS) for the USCG with an approach of compliance, transparency, adaption and inspection. Planned, developed and managed a Cyber Security Program using MS Server 2012 & VMware technologies that placed numerous information system controls, processes, procedures and countermeasures around the IHiS architecture to ensure the confidentiality, integrity and availability of this PHI (protected health information) and PII (personally identifiable information) system. • Managed project financial budget for facilities build out to include an off-site data center from inception to fruition.• Recruited/ hired staff of Contact Center analysts, network and security engineers to work with the United States Coast Guard (USCG) to develop a FISMA, DISA, PCI-DSS, HIPAA and DHS-4300 compliant Integrated Health Information System (IHiS) that served to connect medical clinics, laboratories and pharmacies by integrating the information into computerized patient files• Established a disaster recovery plan for continuous operations. • Implemented and managed the 24x7 Contact Call Center NOC/SOC operations to include Tiers 1 through 3 with emphasis on Incident/Problem Management utilizing Cisco Call Manager and LANDESK. IHiS is composed of multiple commercial-off-the-shelves (COTS), government-off-the-shelf (GOTS) and open-source products that had been carefully engineered to meet the unique security requirements of the DHS and DoD Healthcare System.

• Responsible for managing the deployment and delivery of Cloud services within the CBU. Working closely with cross functional teams for the deployment and ongoing support of Cloud services to both internal stakeholders and clients globally. (Dimension Data Global, Accenture Global, Adobe, Mattel)• Managed and maintained regional and client relationships on new builds for PaaS (Virtual Data Center Platforms – MS Server 2008/VMware/HyperV) & SaaS (DB Applications); With customer collaboration and adoption of change yield customer satisfaction by early and continuous delivery of working software in 30 days or less. • Implemented repeatable processes for Managed Cloud Platform (MCP) builds domestically and internationally to meet budget and timeline constraints. Conducted weekly change and configuration meetings for review and communications.• Managed and evolved the operations for various SaaS stacks in the cloud based on multi-product, multi-component deployments including firewalls, network access gateways, application servers, load balancers and databases. • Responsible for the operations of 24x7, high volume, globally dispersed, highly available systems for enterprise clients.

• Executed strategy for expanding existing relationships, managing the program finances while aligning with the business objectives. A member of the Change Control Board. Responsible for management oversight of the DOT IT Shared Services contract for (DSFG); Subcontractor to a Prime contractor for IT support contract (Team comprised of FTE’s on multiple [10+] Task orders across 5 locations). • Delivered on all contract requirements including technical, cost, schedule, and quality performance to include Continuity of Operations (COOP) as lead contributor; • Management of IT Service Desk with Cisco Call Manager; Led the Service Desk team of 24 analysts; maintained first call resolution rate average (FCR) of 85% while receiving an average of 5,800 contacts/month (service requests/ incidents and assisting with tier 2/3 client-server support). Implemented extended call service hours (24x7) and balanced staff assignments to meet contract demands with an emphasis on Incident and Problem Management.• Improved customer satisfaction rating (from 3.3 to 4.2 out of 5). Gathered customer feedback input on a regular basis to develop new approaches to respond to customer requirements. Managed Tiers 1 through 3 supporting over 100K users.

• Established trusted partnerships with our government client and supporting them through the entire system lifecycle, from concept development through implementation, helping them manage earned value, resources, and risk and comply with federal mandates.• Supervising the functional managers, advised the Program Manager on the issues/risks, schedule, technical performance resource needs and cost controls of the program supporting over 100K users leveraging SharePoint as a repository for all documentation.• Partnering with federal managers to integrate functional, technical, cost, and schedule information and coordinate with key stakeholders across the agency. Key member of the Change Control Board.• Developing program plans, resource estimates, and detailed schedules that minimize risk.• Managed the Call Center of 25 agents leveraging Cisco Call Manager; Populated the Remedy CMDB enabling ticket and asset documentation and management