Tonja Payne Email and Phone Number

• Design and implement best practices for Resource Management within a Sales to Delivery Pipeline• Balance high/conflicting priorities in a fast-growing, ServiceNow Elite Partnership portfolio.• Generate playbooks and methodologies for costly PMO constraints that include, but not limited to: Onboarding/Offboarding, Resource Mobility, Overhead Expenditures, Profitability/ Revenue and Customer Satisfaction• Design, propose and implement minimally invasive solutions to improve daily PMO Operations• Lead and manage complex PMO initiatives that impede on Resource Availability, Utilization, Capacity and Mobility to improve project outcomes and customer satisfaction• Perform health assessments within the project/program lifecycle and present to key stakeholders (Director level and above)• Reduce silos between departments, program/project teams and resource roles through collaborative opportunities such as health assessments, cross-training, team building and transparent communication of organizational goals• Foster a positive, communicative, and collaborative culture between technical/non-technical roles and leadership/non-leadership groups

• Identified best practices for testing in an agile environment • Created playbooks for Test Plans, New Release Testing and New Product Features for internal teams and customers• Led customer-facing efforts to ensure high adoption rate of New Releases and Product Features • Worked alongside developers to track code changes and identify/report bugs before sprint end• Identified workaround solutions for bugs. Provided playbooks and training to customers to prevent impact to daily operations• Utilized and maintained Azure DevOps for work, tasks, plans, issues and code defects• Communicated effectively to technical and non-technical group to solve problems, remove roadblocks and prevent delays

• Led agile/waterfall projects for all ERP Solutions including netnew applications and project tools such as Infor Lawson, ServiceNow, Trello, Smartsheets, Sharepoint and more• Designed and implemented lean processes, leveraging automation and technology capabilities• Created playbooks for technical and non-technical roles within Supply Chain, Human Resources and Finance departments • Conducted health checks for business-to-business processes. Presented costly constraints to key stakeholders and proposed initiatives to drive down operational expenses• Fostered a collaborative culture within department by instituting and leading a Continual Improvement (CI) Council• Demonstrated excellent verbal and written communication with technical and non-technical persons by creating marketing materials, artifacts, leading labs and more

• Led deployment, maintenance, and training of Army Warfighter subsystems to the Virginia Army National Guard. • Identified and implemented best practices for Army Warfighter subsystems for areas such as: configuration management, application maintenance and upgrades • Led a team of six to conduct cross-training, preventive maintenance, systems reliability, maintainability, and availability• Created playbooks for battalion POCs to pack, deploy and access Army Warfighter subsystems for wartime training and exercises• Lead workshops with NCOs and Officers to teach leaders on how to utilize application capabilities more efficiently and effectively

• Collaborated with Systems Engineering Team to evaluate system requirements in all phases of design: Functional Allocation, Functional Architecture and Physical Architecture.• Documented and analyzed technical issues and associated recommendations provided by customer and stakeholders during System Requirements Review (SRR).• Independently researched, collected, analyzed and produced Reliability, Maintainability and Quality (RMQ) metrics based on systems specification and requirements.

• Provided and documented incident management and user inquiry actions.• Performed analysis on requests that relate to software and hardware.• Opened, classified and prioritized trouble tickets.• Presented and reviewed incident management ticket queue analysis and findings with managers and subject matter experts on a daily, weekly and monthly basis.