Lisa W. Email & Phone Number

United States

Richmond, Virginia Area

 Participated in the implementation of a Multi-sourcing Service Integration (MSI) approach supporting 100,000+ Commonwealth employees across 80+ executive customer agencies Manages ITIL processes in a multi-supplier environment managing enterprise IT service delivery and operations Engages executive management on identifying needs of stakeholders, working cross-functionally to drive engagement, delivery, performance achievement, continuous program improvements, and tracking outcomes Leads integration sessions and operational governance forums, collaborating with suppliers in generating solutions and making recommendations that improve process and operational efficiency Establishes key performance indicators (KPIs) to identify gaps and measure performance in operations and service delivery Analyzes data, metrics and service levels, identifying and reporting risks and trends, initiating plans and projects to ensure suppliers’ performance aligns with contractual requirements Conducts quarterly and annual revisions of recurring critical deliverables, service management manuals, and operating level agreements Streamlines approval / workflow processes, improving audit processes, resulting consistent procedural compliance and uninterrupted operation of services

Richmond, Virginia Area

 Produced Knowledge Management (KM) strategy and implementation guides, defining KM objectives, goals, functions to optimize service desk agent and end user portal experience Analyzed effectiveness of knowledge management program by observing usage and evaluating impact in the resolving service tickets Designed training modules and provided internal training and consulting on KM concepts Conducted annual audits ensuring validity and accuracy of knowledge in a dynamic environment reducing the knowledge base of almost 8,000 articles by approximately 75% resulting in a more productive user experience Conducted gap analysis, data collection, and organization of SLAs for all suppliers in the environment Supported Change Management by providing quality assurance to documentation prior to customer approval and platform publication Supported Project Managers in tracking, scheduling, execution, and assessing project status, supporting IT financial and configuration management projects required for implementation

Hampton, Virginia, United States

 Primary advisor to CEO; Organized, directed, and coordinated all personnel support functions for squadron of 150+ personnel supporting organizational readiness Assisted in executing personnel transactions including on-boarding and off-boarding personnel, enlistments, promotions, duty assignments, security clearances, evaluations, retirements, school actions, payroll actions, and other personnel actions; Prepared correspondences, reports and requests for all personnel actions Managed the training and development programs for support personnel, including Information Management Services, Disaster Preparedness, Security, and Safety  Improved administration processes by developing standardized policies and ensuring compliance via reports and audits Communicated updates, statuses, risks and recommendations of human resource items to Squadron Commander Utilized multiple centralized personnel databases, which included tracking commander’s programs, personnel data control, force management, training requirements, awards and decorations  Implemented and managed Records Management Program for the squadron according to military policy; Maintained official records and requests and other classified/unclassified materials

Yorktown, Va

 Supported group programs and educational services for several programs including: the deployment and mobilization assistance, relocation, transition, life skills, employment readiness, repatriation and personal financial readiness programs  Scheduled, organized, and conducted weekly presentations and workshops, and provided other relevant resources in support of assigned program areas Provided individualized counseling, consultation, information, and referral to a diverse population made up of military members and / or their families who were transitioning or relocating, as well as, individuals seeking employment readiness assistance Researched and developed resources to support at-risk groups like first term military service members, geographically separated or socially isolated families, single parents, foreign-born spouses and others with special needs Ensured that services were entered and counted in on-line systems

Norfolk, Va

Work Center Supervisor, AEGIS Computer Network Technician Maintained and repaired shipboard AEGIS Baseline 7.1 weapons and fire control computer and networking systems; Managed work center; scheduled, assigned, and supervised maintenance, repairs, and other miscellaneous tasks Conducted regular training resulting in over 250 employees obtaining multiple qualifications Coordinated and directed Combat Systems emergency and casualty response for the unit Directly communicated to superiors the status of work center maintenance, equipment and personnelProgram Manager, Careers Independently maintained 40+ personnel records  Counseled Sailors in creating goals; trained, monitored, and evaluated personnel proficiencies, creating individual plans and kept leaders informed of individuals’ career decisions Supported the equal opportunity program, evaluating employee experiences with a focus on DEI, analyzing impact on retention and providing insights to senior personnel  Directed Career Development Boards (CDBs) with managers and their direct reports annually Prepared presentations regarding policy changes, career opportunities, and other items relevant in informing career decisions President of the Junior Sailor Association; Initiated local chapter, composed by-laws, and planned 10+ events over 9 months to boost morale, and increase training and mentorship among ranks

Atlanta, Ga

• Facilitated individual counseling and family sessions, psycho-educational and process group therapy with psychiatric, chemical dependent, and dual adolescent and adult populations in inpatient and outpatient settings• Case management; Initiated and updated treatment plans• Conducted psychosocial assessments; Coordinated treatment plans with physicians• Discharge planning and confirming of resources for aftercare and residency

P.F. Chang's, Training Server, 2007-2009Disney World, Intern, 2005YMCA, Camp Counselor and Site Aid, 2002-2004Winn Army Hospital, Certified Nursing Assistant, 2001 – 2002

Master Of Science - Ms, Project Management, 3.97/4.0

The courses in the MS in Project Management are aligned with the internationally-recognized Project Management Institute’s (PMI®) A Guide.

Master Of Science - Ms, Professional Counseling

Activities and Societies: Chi Sigma Iota, International Counseling Academic and Professional Honor SocietyThis program was aimed at those.

Bachelor Of Arts - Ba, Psychology And Sociology

Activities and Societies: Alpha Kappa Delta, International Sociology Honor Society Psi Chi, National Honor Society in Psychology