Associate / Project Manager
Current• Analyzed business and programmatic approaches to understanding the new healthcare legislation (PPACA) and developed use cases/scenarios to model how government systems need to interact to support the new law. • Led a CDC division through the design/deployment/management of a Service Desk (Help Desk) to support technology and business practices of internal and external clients. Business Analyst driving business requirements and implementation strategies of contract management software.• Provided thought leadership for e-learning strategies for a federal agency - researched “just in time” training solutions to address quality service and learning opportunities. Conceptualized and designed an e-learning software strategy to address individualized performance deficits flagged by the Quality program with agency representatives. • Developed technical and operational criteria to assess and deploy customer queuing software and to integrate it to trigger quality assurance software--feeding data to a time-tracking system and a back-office reporting system. • Facilitated a start-up PMO team integrating 4 distinct projects; provided guidance for Risk Management, Work Breakdown Structures, and other Project Management practices and guidelines for the IRS. Guided the PMO team through project strategies, management processes and Microsoft Project deployment. • Led a team of programmers and business analyst through an extensive (year-long) review of financial delinquency code and documented the business models associated with the programming logic. • Architected/implemented a Contact Recording (CR) solution to allow the IRS to review their representatives' performance using voice and screen recording technology from 400 remote offices. Functioned as business analyst, project manager (PMP), technology consultant, operations manager and director of 3rd party services over the life of this quality project.• Helped design a classroom-of-the-future for a Saudi gov't agency.
