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Project Management Professional

Project / Program Management ~ Network Operations & Call Center Operations
Facility Security ~ Personnel Leadership ~ Government IT Projects ~ Helpdesk Management

         Possess an active Top Secret (DOD) security clearance and specialization in network operations center (NOC) environments, customer service and support, SLA compliance, and team leadership.

         Offer seasoned project management experience with the ability to identify requirements, allocate resources, and facilitate delivery within timeline, scope and budget constraints.

         Excel at interfacing with key stakeholders to propel forward-moving efforts and fuel continuous improvement.

         Skilled at proposal writing, incident/event management, project status reporting, strategic planning, change management, and metrics analysis.

         Possess a polished blend of team-building, coaching, mentoring, documentation, and problem solving skills.

         Championed all customer relationships, contractors, and staffing for numerous engagements including US Coast Guard and National Institutes of Health (NIH).

         Recognized on several occasions by customers such as NIH for delivering outstanding NOC performance.

         Masterminded transition and evolution of NIH NOC from four-engineer dayshift-only operation to 15+ engineers providing 24/7 operations.

         Demonstrated excellent technical acumen in swiftly resolving challenging and broad-scope issues on networks supporting 26 NIH institutes in former role as senior engineer.

Connect Work Place Solutions, Chantilly, VA 2012 to Present

Project / Program Manager corporate projects, 2014 to Present

         Hold critical accountability for verifying and maintaining staff security clearances and promptly reporting issues and violations when necessary.

         Diligently ensure all federal contract vacancies are quickly filled with quality candidates to achieve project and program continuity.

         Participate in proposal writing, complete monthly federal services reports, and leverage solid managerial skills to mentor, supervise, and direct federal services staff.

IT Project Manager US Coast Guard Headquarters, Washington, DC, 2012 to Present

         Delegate tasks to 30+ contract personnel and provide consultative guidance to management to optimize goal setting, project planning, work standards, and stringent adherence to SOW and SLA requirements.

         Prepare deliverables such as weekly and monthly status reports, staffing reports, and time accrual reports.

         Proficiently orchestrate provisioning, design, installation, maintenance, resource management, and contract specific services according to project plans.

         Drive cohesive efforts among COTR, USCG Section Task Manager, and Project Team Leads to streamline problem resolution, task scheduling, new resource requirements, training needs, and task clarification.

         Instituted training program which enabled staff to bolster technical expertise, elevate customer service levels, and achieve professional certification goals.

SRA International Inc., Fairfax, VA 2001 to 2011

Program / Project Manager Rockville, MD Office, 2009 to 2011

         Expertly navigated several small projects for National Institutes of Health with an emphasis in achieving peak levels of customer satisfaction by ensuring project deliverables were completed in precise alignment with budgets and timelines.

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         Steered seamless internal program/project management by validating staff hours and invoices, presenting continual project document updates, and conducting comprehensive monthly review process.

         Remotely controlled monthly purchase card budget for National Institute of Environmental Health Sciences Enterprise-Wide Information Technology Solution project by thoroughly validating transactions.

         Played an integral role in driving company revenue growth by contributing to authoring winning proposals.

NOC Manager NIH CIT DNST contract, Bethesda, MD, 2004 to 2009

         Steadily advanced through a series of promotions to spearhead 24x7 NOC and direct 15+ team members including shift leads in administering NIH network at the Center of Information Technology (CIT) - Division of Network Systems and Telecommunications (DNST).

         Devised incident reports for all critical outages and events as primary escalation point, successfully accelerating resolution of network issues and fortified NOC processes to slash reoccurring outages.

         Strategically revamped outdated and ineffective troubleshooting procedures, related drawings, and diagrams to boost productivity of network engineers and expedite issue resolution.

         Enhanced NOC maintenance process by collaboratively standardizing incident, change management, and operational applications, tools, and processes.

         Formulated NOC 24x7 onsite and offsite schedules to effectively balance shift staff count with SLA requirements, simultaneously controlling labor expenses.

         Delivered thousands of dollars in monthly savings for customer and maximized team performance and credibility by launching internal training processes to empower tier 1-3 level 24x7 engineers to be dispatched to problem sites as opposed to more senior engineers.

         Conducted regular employee performance evaluations and provided constructive feedback to subcontractors.

         Handpicked to serve as Acting Deputy Program Manager for two-year stint with supervisory responsibilities spanning 50+ contract staff and subcontractors.

         Facilitated monthly meetings to rectify subcontractor issues, spearheaded ongoing staff training and development, and hired qualified personnel as needed to maintain program stability.

         Introduced new processes which drastically increased staff morale, amplified productivity, and heightened customer satisfaction.

Prior Background:

NOC Shift Lead / Team Lead NIH CIT DNST contract, Bethesda, MD, 2003 to 2004

Senior Network Operations Engineer NIH CIT DNST contract, Bethesda, MD, 2001 to 2003

NOC Network Engineer II & NOC Network Engineer I, MCI WorldCom Telecommunications Corporation, 1997 to 2001

BS, Management, Phoenix University, Phoenix, AZ

Project Management Professional (PMP), Project Management Institute

ITIL v3 Foundations

Cisco Certified Network Associate (CCNA)

CNA Network Technology Certificate, Wake Tech Community College, Raleigh, NC

Project Management Institute

Project Management Institute, Silver Spring Chapter

National Association of Professional Women

Microsoft Office (Word, Excel, PowerPoint, Outlook), Remedy, CGBI, CGFixit, CGPortal