Assist in maintaining quality assurance direction and tasking.Analyze processes with the understanding data collected and Assist in outreach to other areas of TSA for data reporting.Maintain and update quality assurance SOPs routinely. Responsible for data extraction, analysis and senior leadership status reporting including monthly PMR, mid month and weekly reports.Leverage Excel tools using Pivots and macros and other automation tools as required.Perform data quality analysis and process improvement documents.Review specific cases and provide end to and analysis and reporting to team.

Department of Homeland Security (Contractor) - Transportation Security Administration - Office of Intelligence and Analysis.As a certified senior project and program management professional, I have delivered optimum quality of service, provided guidance on QA/QC program, program management processes and standards. Assumed team lead in deficiency tracking and reporting. Have implemented long-term program strategy and success metrics.

Provided project lifecycle leadership over all phases of Enterprise wide IT implementations for the Financial Services and Telecommunications Clients. Managed all technical requirements from project initiation to closeout in accordance with customer internal processes and contractual obligations.Managed Cisco Contact Center IVR Integration Program delivering multiple complex interrelated projects. Customer benefits included faster problem resolution, reduced call transfers and better customer experience.November 2017 – July 2020 (Contractor)CenturyLink, Colorado• Migrating Several Avaya agents to the Cisco Contact Center.• Delivered on Real time Reporting matching Legacy CTL to Level 3 Cisco functionality.June 2015 – October 2017 (Contractor)Level 3 Communications, Greenwood Village, Colorado• Coordinated and Managed Data Center migration of Avaya and Aspect Contact Center Agents to Cisco• Analyzed Network Readiness locally and remote contact center locations.• Coordinated and tracked business requirements on Deep Dive Meetings with all ACD Management Teams (85+ different groups).July 2014 to May 2015 (Contractor)Citizen Financial Group (CFG) — Medford, Massachusetts. • Implemented Infrastructure and OBIEE 11g Prototype for Home Lending Services ahead of schedule and within budget.• Implemented Infrastructure and Appfluent Database Monitoring Tool Pilot.October 2011 to June 2014 (Contractor)American Express (AMEX) — Phoenix, Arizona. • Led project teams on multiple (Europay, Mastercard, and Visa) EMV, Chip Technology projects from initiation through Build. Managed project financials.Published End to End program plan and managed project day today Financials within budget. Mitigated program risks and kept teams focused on project schedule. Published weekly C-Level Status Reports.

Head of the PrimeX Technology PMO - An 8(a) Certified, Minority and Service-Disabled Veteran Owned Small Business (SDVOSB). • Advised leadership and/or business executives at the highest levels about the project portfolio, status, and resource planning for delivering strategic business initiatives. • Planned, directed and ensured the successful implementation and management of designed business solutions utilizing the complete resources of the PMO.• Responsible for leading the PMO in a mature and organization-focused manner.

Managed Qualitative and Quantitative Research Projects.Assisted the Director of Volunteer Service in managing and performing research projects.Consulted with PMI National Chapter, PMI Phoenix group leadership as well as othe PMI Chapters to establish best practices.Analyzed, interpreted data, developed presentations, and made recommendations to upper management of the Phoenix Chapter.

Managed projects relating to Enterprise Shipping Software Integration/Upgrades.Coordinated and managed quality assurance testing between developers and system engineers.Proactively communicated project status reports, technical support tickets status to Upper Management for decision-making.Facilitated contingency plans for disaster recovery, planeed and organized internal skills transfer.Managed a team of system engineers for successful delivery and resolution of technical issues.

Managed EMC Legato enterprise system implementation and integration projects.Collaborated with EMC Legato System Engineers and assited in project scheduling and implementing Email Archival solutions.Created and managed issue logs and escalated issues to Senior Engineers.Tracked project deliverables and timelines and reported project status to upper management.Assisted software and system engineers in post implementation review for projects.

Planned and Developed strategic vision for the company, convinced upper management to invest in Web Sites and Ecommerce.Managed all aspects of complex IT projects, conceptualized entire scope of project in an SDLC environment.Communicated project plans and status reports to company executives.Proactively managed Web Site to ensure there was no downtime.Upgraded software applications and implemented change control procedures.

Scoped out and managed EMC Legato EmailXtender Integration with FaceTime IM Auditor and IM Guardian projects.Managed enterprise system implementation and integration projects.Managed and implemented change control procedures, provide on-site and remote project management support.Developed risk mitigation strategies and contigency plans.

Scoped out and managed all UNIX Operations project.Developed and executed project management plans for the automation of UNIX operations.Managed and mentored a team of UNIX system administrators.Supported UNIX production environement with remote access to fix or coordinate problems.Coordinated and assited in planning the transitioning of Equifax Europe UNIX operations to IBM.Performed data migration and application customization support sensitive to European business practices.Automated Systems management processes and monitored Installation of Software.

Developed Training Materials for Basic Programming.Trained Computer students in Operating Systems and Programming Basics.Programmed Spreadsheet macros for financial forecasting.Assited with system configuration and network setup