Driving entire project management initiatives, right from project planning, scoping, scheduling, contract administration, and assigning project resources to ensure the effective on-time completion of major technology initiatives.  Improving the quality and processes of the projects by implementing strategic process improvement measures, resource deployment, and utilization to achieve high standards of customer satisfaction. Identifying project risks and developing mitigating… Show more Driving entire project management initiatives, right from project planning, scoping, scheduling, contract administration, and assigning project resources to ensure the effective on-time completion of major technology initiatives.  Improving the quality and processes of the projects by implementing strategic process improvement measures, resource deployment, and utilization to achieve high standards of customer satisfaction. Identifying project risks and developing mitigating strategies to enforce stringent control as well as to meet the clients’ expectations in line with industry standards and best practices based on PM and Agile methodologies. Evaluating and defining the scope of the project and finalization of project requirements, planning handover, identifying end-user training needs, and organizing the sessions. Engaging with stakeholders, planning and estimating projects, monitoring progress, issues resolution, technology conflict resolution, expectation and risk management, and cross-functional Process/Team Interaction. Managing the complete business cycle including need assessment, preparing IT Blueprint, Strategic Management, and delivering quality technical/business solutions. Developing all change management initiatives through stakeholder engagement, analysis, and participation, preparing and executing readiness tests, and establishing points of resistance. Show less

Simultaneously plan, monitor, and control project scope, scheduling, cost, and risk while managing the lifecycle of 100s+ projects.Control stakeholder engagement and communication throughout project execution to instill stakeholder confidence and trust.Manage and deliver project documentation, including Project Management Plans (PMP), Change Management Plans (CMP), Project retrospective documents, and PMO office Policies and Procedures to communicate project details with… Show more Simultaneously plan, monitor, and control project scope, scheduling, cost, and risk while managing the lifecycle of 100s+ projects.Control stakeholder engagement and communication throughout project execution to instill stakeholder confidence and trust.Manage and deliver project documentation, including Project Management Plans (PMP), Change Management Plans (CMP), Project retrospective documents, and PMO office Policies and Procedures to communicate project details with stakeholders.Collaborate extensively with the product owner to form teams and document details to drive project execution.Empower a 46-member cross-functional and self-organizing team in a dynamic environment, maximizing team productivity.Identify and eliminate impediments, increasing team and work efficiency.Collaborate with DHS Information Security Officers to review Information Security Vulnerability Management; plan, coordinate, and implement various cutting-edge solutions to remediate all security vulnerabilities in confidential government environments.Integrate the Wide Area Network services of eleven Department of Homeland Security components, CISA, OBIM, HSDN, ICE, OneNet, USSS, FPS, CDS, USCIS, TSA, and FEMA, maximizing efficiency during inter-agency communication and collaboration.Coordinate and manage change requests from DHS components and clarify requirements and manage stakeholder collaboration during implementation, ensuring that the change is implemented by request due date.Coordinate with OneNet service providers, such as AT&T and Verizon Business, as well as DHS components to develop transition plans and address the unique requirements of each DHS component, ensuring continuous success after project implementation.Coordinate up to $100 thousand in engineering resources from DHS OneNet, components, and vendors or service providers to complete detailed customer requests, helping the company maintain its outstanding 95% customer satisfaction rating. Show less

 Created and documented internal and external processes, identifying and resolving shortcomings to increase efficiency by 85%. Coordinated between all Department Homeland Security internal components, including CBP, FEMA, TSA, OneNet, CIS, OBIM, CISA, HSDN, DC1, DC2, DHS HQ, FLETC, ICE, USCG, USSS, OIG, S&T, and FPS, as well as external vendors, such as Verizon, ATT, and various software providers during project execution; fostered productive professional relationships to ensure… Show more  Created and documented internal and external processes, identifying and resolving shortcomings to increase efficiency by 85%. Coordinated between all Department Homeland Security internal components, including CBP, FEMA, TSA, OneNet, CIS, OBIM, CISA, HSDN, DC1, DC2, DHS HQ, FLETC, ICE, USCG, USSS, OIG, S&T, and FPS, as well as external vendors, such as Verizon, ATT, and various software providers during project execution; fostered productive professional relationships to ensure cooperation. Developed detailed project plans to monitor and track progress, and ensure project execution was in line with project scope; achieved consistent on-time, under-budget project completion on the company’s 100s annual projects. Coordinated and meetings with all project parties to drive project execution to successful completion Defined project scope and objectives through collaboration with all relevant stakeholders, ensuring technical feasibility. Presented project changes to review boards to secure full functional support and ensure superior project outcomes. Created and maintained documents for the SharePoint database, collecting a comprehensive historical archive of all projects. Managed 40 or more Projects simultaneously after their assignment to the NOC, managing competing deadlines efficiently. Reported project status to internal and component leadership, fostering trust, and support throughout project completion. Train 10 new personal and assigned work within the team, increasing team productivity by an estimated 100%. Created new processes to simplify project flow and documentation, achieving a 87% increase in internal efficiency. Show less

 Provided comprehensive technical assistance and support to a network of 400 end-users, for incoming queries and issues related to computer systems, software, and hardware; resolved an average of 15 end-user issues daily to maximize productivity. Combined interpersonal and technical knowledge to respond to queries in-person, over the phone, via email, or by tickets. Trained users across the company’s suite of software programs to ensure continued success during their daily… Show more  Provided comprehensive technical assistance and support to a network of 400 end-users, for incoming queries and issues related to computer systems, software, and hardware; resolved an average of 15 end-user issues daily to maximize productivity. Combined interpersonal and technical knowledge to respond to queries in-person, over the phone, via email, or by tickets. Trained users across the company’s suite of software programs to ensure continued success during their daily functions. Walked customers through problem-solving processes to gain an in-depth understanding of and assist them with issues. Installed, modified, and repaired computer hardware and software, maintaining more than 75 individual computers; installed computer peripherals for users, ensuring full functionality and compatibility to minimize repair time. Modified configurations, utilities, and software default settings for local workstation, VDI, or blade sessions. Managed PC setup and deployment for 100 new employees using a combination of standard hardware, images, and software. Assigned users and devices to groups in Active Directory, ensuring information security and streamlined communications. Performed timely workstation hardware and software upgrades as required, reducing unplanned system downtime by 40%. Used remote monitoring and management software to resolve client requests, reducing inefficiency caused by travel to clients. Created images for the users and imaged user’s machines, creating images that were used enterprise-wide. Show less

 Collected and analyzed data from multiple sources, using IT management tools to attain the most effective and efficient solutions while supporting the Marine Corps Network Operations Support Center (MCNOSC).  Deciphered data quickly to allow the Watch Officer to make informed decisions promptly; assigned work requests to the proper group based on Watch Team operating procedures.  Advised the MCNOSC Watch Officer on best business practices to achieve optimal results. Managed… Show more  Collected and analyzed data from multiple sources, using IT management tools to attain the most effective and efficient solutions while supporting the Marine Corps Network Operations Support Center (MCNOSC).  Deciphered data quickly to allow the Watch Officer to make informed decisions promptly; assigned work requests to the proper group based on Watch Team operating procedures.  Advised the MCNOSC Watch Officer on best business practices to achieve optimal results. Managed, tracked, and filed all data received by the Team to help streamline the resolution of future technical issues.  Documented all actions taken by the MCNOSC Watch Team; created and delivered formal Watch Officer reports directly to Watch Officer and Executive Level Staff. Identify, understand, and plan for organizational and human impacts of planned systems. Developed solutions by preparing and evaluating alternative workflow solutions to correct issues that would arise on the WAN. Show less

 Provided comprehensive Help Desk assistance to all Regional Network Operation Support Centers and local Help Desk IT groups, documenting, assessing, tracking, and resolving classified and unclassified IT-related incidents in direct support of the Marine Corps Network Operations Support Center.  Accessed equipment remotely, to assess and resolve hardware issues, perform reconfigurations, and push software. Collaborated closely with the MCNOSC Watch Team, government representatives… Show more  Provided comprehensive Help Desk assistance to all Regional Network Operation Support Centers and local Help Desk IT groups, documenting, assessing, tracking, and resolving classified and unclassified IT-related incidents in direct support of the Marine Corps Network Operations Support Center.  Accessed equipment remotely, to assess and resolve hardware issues, perform reconfigurations, and push software. Collaborated closely with the MCNOSC Watch Team, government representatives, Marines, and third-party contractors to address network events/incidents; created incident reports notating the reason for the outage, corrective actions taken, and any follow-up actions upon resolution of a trouble ticket for interruption of services. Generated, posted, and retained historical information for weekly and monthly Service Desk performance measurements on a Government designated website; reported information to Executive Level Staff for the Weekly and Monthly In-Progress Review. Directly responsible for assessing Event Management, Incident Management, and Problem Management processes and making recommendations for improvement. Credited with implementing several new processes within the scope of the Help Desk.  Operated and maintained an on-line status system to initiate, query, track, update, and display information to include aging and backlogs about incidents, problems, and service requests. Show less

Interfaced with Immigration and Customs Enforcement Project Managers at the Department of Homeland Security to approve vendors (telecommunications, architects, cabling and electrical) and ensure that all infrastructure, transport facilities, space requirements for equipment and electrical power requirements were documented and installed on schedule.Provided project status reports to InfoZen management as well as day-to-day status communications with the government customers, Project… Show more Interfaced with Immigration and Customs Enforcement Project Managers at the Department of Homeland Security to approve vendors (telecommunications, architects, cabling and electrical) and ensure that all infrastructure, transport facilities, space requirements for equipment and electrical power requirements were documented and installed on schedule.Provided project status reports to InfoZen management as well as day-to-day status communications with the government customers, Project Managers and Office of the Chief Information Officer Subject Matter Experts.Reconciled the inventory verification information with what is shown in Sunflower enterprise asset management software to ensure 100% equipment accountability. Show less

Played a critical role in the management of the National Organization of Life and Health Insurance Guaranty Associations’ SharePoint database, establishing and maintaining both hard and soft copy files for timely support research.

Provided technical/help desk support to customers of Ecampus.

Assembled and reviewed all deliverables and correspondence for programs and project offices at the Federal Aviation Administration headquarters for Flight Services Directorate.Ensured that all materials were complete, accounted for and accurate.Submitted documentation in copy ready format to the publishers.Built and maintained historical databases via MS Access for document tracking in direct support of the Federal Aviation Administration.