Shana Williams Email & Phone Number

Identify and capture program level requirements for new and upgraded cyber security systems that support the customer’s mission. This work is performed as part of a SAFe implementation, with a specific focus on Epic definition and ART requirements. Work with technical and non-technical stakeholders to establish high-level solution intent, the solution intent information which includes high level architect views, and documentation requirements.Familiarity with the technical reference model (TRM) and using it to research potential technology overlap, review change requests for adherence to the enterprise architecture and potential new technology to be added to environment. Participate in the monthly customer HQ Enterprise Architecture Center of Excellence (EACoE) and in the Model Based System Engineering (MBSE) implementation across the program and customer environment.

Blacksburg, Virginia

Business AnalystWorking knowledge of ServiceNow implementations with a focus on ITSM, Catalog, Discovery, CMDB, Asset Management, Problem and Major Incident Management, and Agent Workspace.Guide customers to mature change management processes in ServiceNow aligning with ITIL framework.Experienced in requirements gathering, defining and improving business processes and documenting workflows. Managing delivery from project scoping to conclusion while keeping the client's vision in mind; owning the design, development, and ongoing maintenance of the product. Gather and develop requirements using interviews, document analysis, requirements workshops, use cases, and task/workflow analysis.Lead or participate in the key scrum team development meetings, including daily standups, planning meetings, sprint reviews, and team retrospectives.Communicate with vendors and industry partners to gather product specifications, capabilities, security requirements, and other information needed for vendor and partner selection. Train and mentor peers and new team members.Service Level Manager/Associate Project Manager Integrate mature Change Control processes; facilitate Technical Review Board (TRB) as a ServiceNow power user.Provide security and compliance guidance; develop strategies and prepare customer(s) for A & A based on NIST 800-53 controls and the Risk Management Framework.Partner with engineering services to ensure successful customer/system hand off to Operations team when new services or products are incorporated into the customer’s environment. A liaison between operations and customers to ensure needs and service level agreements are being met. Work with the internal team to analyze situations, review statistics, GAP analysis and trend analysis. Act as the ‘voice of the customer’ internally.

Manage a portfolio of projects, procurement, contracts and licensing, marketing, organizational awareness and strategy, vendor management, inside sales, and VoIP sales.Implement project processes into company structure creating process and strategy to work alongside the service desk and other customer support. Consistently manage a portfolio of projects simultaneously, responsible for project effectiveness and efficiency. Develop and manage contracts, and agreements. Manage vendor relationships and main company status/competencies. Responsible for the full sales cycle. Spec and quote creative hardware and software solutions, not limited to servers, data/cloud migrations, and networking solutions. Implement and maintain marketing strategy, manage marketing/advertising activities and budget, social media, website, and community activities.

Blacksburg, Va

-Service Level Specialist• Provide full life cycle support including documentation, project management and customer relationship management • Document, monitor and improve the quality of IT services, while ensuring business partner satisfaction• Maintain key deliverables including communication plans, project plans and status reports• Maintain relationships with customers and channel partners• Providing reporting and compliance assurance of service, performance, and other metrics within the guidelines of the Service Level Agreements • Provide clear internal report of Key Performance Indicators to executives• Vigilant with details, versed in Microsoft Office Suite and Visio, and extremely quick to learn new systems and pick up on new processes -Service Desk Lead• Key player in the company’s turn up of a fortune 500 client by collaborating with the client's senior management and internal management; Created, wrote, and maintained procedures, support process, technical solutions, end user instructions, reports, forms, scripts, and new hire training documents• Train and mentor new service desk associates, and perform QA checks• Develop and implement processes including technical processes for standard service delivery • Possess a strong ability to communicate complex information clearly and concisely both to customers and internal resources

• Maintain a positive influence in local communities• Maintain relationships with influencers throughout the area of operations• Prepare and execute company training • Interpret and follow strict government regulations• Maintain military, personnel, and special records• Prepare required weekly and monthly mission reports for operations

Schofield Barracks, Hawaii

Database entry, DD214, REFRAD Orders, SRP & DCS

As, Business Management

Education record