TRANSFORMATIONAL PARTNER & CUSTOMER ADVOCATE

Delivering IT software solutions and business growth through strategic relationship and partner management.

Influential, resourceful, and results-oriented Relationship Manager with 20+ years’ experience directing partnership and lifecycle operations across highly matrixed federal ecosystems. History of managing high-performance teams to meet technical project deadlines and objectives while providing IT solutions that transform customers into advocates. Adept at driving continuous improvement across operational systems by identifying and scaling existing processes to meet emerging trends. Authentic and exemplary leadership style that forges cohesive alliance with teams, senior managers and leadership that generate loyalty, and measurable results. History of working vertically while leading and managing teams and programs. Highly experienced senior technology manager and cross functional leader with broad experience in Information Technology (IT), DevOps, Configuration and Asset Management, Business Development, Architecture Design, Enterprise Software, Technical Operations, Cloud Services in AWS, Project & Program Management, CSM, Business Development (BD), Business Relationship, System Integration (SI), Strategizing, Purchasing and Supporting Software COTS Products, Sales, Customer Relationship Management (CRM), Seeking a position that will highlight my professional, team-oriented, process-conscious, and self-motivated, personality and be able to quickly assimilate into a close-knit team assigned to a large complex project.

Strategic Planning & Execution • Configuration Management • Data & Analytics • Compliance

Business Relationship Management • Program & Project Management • Business Continuity • Brand Activation

Strategic Alliances • Change Management • IT Infrastructure Architect • Strategic Planning & Insights

Communications Strategy • Continuous Improvement • Cross-Functional Collaboration

PROFESSIONAL EXPERIENCE

Accenture Federal Services • Reston, VA • 2014 to Present.

Change/Application Manager Support Lead – Enterprise Microservice and API Sys/USPS (2022 to Present)

Lead a team of engineers and testers to support multiple applications within the organization. Redefine and develop change management processes and controls by communication, developing, and implementing process improvements plans within the organization to streamline repeatable and manageable processes throughout the lifecycle. Analyze and update infrastructure and technical architecture diagrams.

Run Postman updates and collection as part of a smoke test suite to verify the application health and resiliency

Test and validate APIs using Postman command

Administer Google Apigee software to manage and control the configurations in source code in the DEV,TEST,CAT, and PROD environments

Utilize ServiceNow Enterprise solutions to manage operations and workflows, by creating CR tickets for all change items requiring internal/external visibility and approvals

Track and update CR tickets from inception to closure as the change make its way through the workflow

Assisted in streamlining the Network Change Review Board (NCRB) by requiring architecture diagrams to be included in the request forms. This allowed the network engineers to verify and approve changes to the firewall rules and to open restricted ports and protocol for new API’s that are introduced into the eco-system using ServiceNow

Utilize ServiceNow CMDB Dashboard and reporting features to check health score of configuration item’s

Perform Scrum Master functions and duties on daily standup call utilizing VersionOne and the Kanban features to progress stories and cards through the sprint cycle

Jenkins run jobs, set schedule, verify jobs in jenkins

Monitor and extract data from the Postgres Database but using Azure and the dashboard features. Data is then imported into a csv file and delivered to the client and all external partners as a daily volume report

Configuration/Change Manager Lead – Healthcare.gov (2014 to 2022)

Spearhead large Configuration Management practice for handing changes systematically to ensure program integrity over time. Lead efforts to implement the policies, procedures, techniques, and tools that manage, evaluate proposed changes, track the status of changes, and maintain an inventory of systems and support documents as the system changes. Develop and maintain program wide Configuration Management and Software Upgrade Plans to implement industry best practices across the program. Provide integral software and licensing support to team members across the entire program.

Maintain and support all Change and Configuration Management activities to ensure proper IT service management is adhere to while maintaining consistency of the products performance, functionality, attributes, and design throughout its life.

Develop and maintain software architecture blueprints which results in precise and accountable buildout of infrastructure.

Develop, coordinate, and enforce the methodology and standard procedures for identifying and documenting project-related Control/Configuration Items (CIs)

Verify records for the program and conduct audits of inventories of all managed CIs.

Coordinate and assist DevSecOps teams with security and compliance related policies and procedures as it adheres to Configuration Management best practices.

Work with Infrastructure teams to develop consistent naming standards that is maintain and updated to the CMDB using Python and DynamoDB to compile, extract, and transform data in AWS to Excel reports.

Create monthly client deliverable and software artifacts for reporting

Manage program software procurement and software licensing for the entire program to ensure consumption never exceeds entitlements procured, this includes tracking SaaS and IaC in the Cloud environments.

Upheld $6-$8M annually in software purchases through the software procurement process implementing Costpoint.

In order to properly track and manage software request and procurement activities for all application software, Jira was utilized as the centralized system for tracking these fulfilments

Gathered requirements and build workflows around a procurement process to track work orders

Assist in the software procurement practice for software license renewals and provide oversight to customers.

Create monthly deliverables and Bill of Materials (BOM), detailing procured software for customers that serves as payment triggers.

Work with software architecture and development teams to determine license model and sizing for new and existing software COTS products.

Spearhead initiative to identify COTS software that are underutilized and re-factor software entitlements for substantial cost savings.

Develop project schedules and roadmaps that drives software upgrades across the entire program to assure COTS products are current and fully supported by vendors.

Develop and maintain client deliverable documents to include Software Configuration Management Plan, Software Upgrade Plan, Software License Management Plan which are critical documents for the program’s quarterly security audits.

Spearhead release management initiatives to include chartered CCB and Go/No-Go client engagements.

Worked with Cloud Infrastructure and DevOps engineers to successfully migrate from on-prem Datacenter to the AWS Cloud

Audit and verify security Access Control List (ACL) and groups assigned in the IAM roles.

International business Machine • Herndon, VA • 2012 to 2014

Managing Consultant DevOps – DHS, USCIS (2012 to 2014)

Fostered and maintained productive relationships with USCIS (DHS) to strategize essential USCIS business requirements and workflows. Partnered with software development team, application managers, and testing team to minimize defects while boosting performance. Coordinated with project managers to plan for project scope and timeline, conducting qualitative / quantitative analysis to adapt policies to targeted deliverables.

Maintain and support all SA Configuration Management Support team toolsets while keeping all products up to date. And provide continuity and support for all Serena toolsets and oversight and support for the source code and baseline, utilizing Serena Dimension for version control and configuration item tracking.

Customize workflows to conform with develop team requirements using Serena products and suites

Using Agile methodology, provide support for the integrated engineering environments used to maintain, test, and operate the USCIS Electronic Immigration System (ELIS) production systems to include architecture, engineering, and security compliance functions.

Administer and maintain Jenkins CI/CD pipeline to assure operational readiness and accessibility for continuous delivery.

Perform automated DevOps builds and deployments of code to multiple workstreams to support Agile teams.

Define and support software release processes to mentor cross functional teams.

Create backup schedules and worked with outside resources to develop and test backup jobs. Which includes, locking the repository nightly for 4 hours while the file system and database is being backed up fully before unlocking the repository.

Evaluate current configuration management documents and Standard Operating Procedures to address gaps, develop Process Improvement Plans (PIPs) that is fostered across the program.

Create version trees and streams within the Tool suite during new development and Sprint cycles. Work and assist development teams on branch and merge methodology and update processes and procedures.

Perform audits and project assessments as the Subject Matter Experts on ITIL best practices and CMM-I liaison to the customer. Provide enterprise solutions to multiple fast paced agile development teams with high delivery rates.

Designed strategic and tactical use cases adopted portfolio-wide by program leaders.

Upheld project processes as reliable IT and business partner, overseeing multiple high-impact activities including user story creation, wireframing, tracking, testing, and troubleshooting.

Performed rigorous business requirement gathering and quality assurance analysis to ensure compliance with project requirements.

Strengthened operational workflow through in-depth business process planning, functional requirements, and SDLC plans.

SCIENCE APPLICATION INTERNATIONAL CORP • Mclean, VA • 2010 to 2012

Change Manager – DoS, Vanguard 2.2 (2010 to 2012)

Provide engineering and design service for IT Modernization program. Lead effort to consolidate, transform and standardize the ITSM Change and Configuration Management teams, tools, and processes across the agency. Build trusting relationships with government leads and counterparts as best practices are developed and streamlined.

Responsible for development, documentation and implementation of Release and Deployment Management and Service Asset and Configuration Management (SACM) processes for operational data center and end-user environment.

Proficient knowledge in Sarbanes Oxley Act and how that impacts the technical release management aspects, requirements, and controls for operating in federal, state, and local government agencies. Inclusive of segregation of duties, data integrity, RBAC controls, knowledge of SOX compliance, etc.

Identifying and strengthening internal controls, perform reliable audits, document and modify processes and procedures.

Identify and perform process workflow for SACM and release management processes and ensure that it complies with other services transition processes.

Build, maintain and manage successful relationships with key stakeholders and technical groups in defining and establishing flexible process improvement activities.

Collaborate with Incident Management, Service Desk, Problem Management, Service Level Management, Asset Management, and other IT/IS areas to define roles and responsibilities.

Gather and analyze performance metrics to support continuous improvement for Service Transition as well as provide performance metrics and reports for management review and program development

Develop processes to control changes to the project baseline using sound configuration management techniques, and in turn manage these processes

Work with internal partners and external stakeholders to ensure baseline changes are in concert with corporate charters, objectives, and strategic direction.

Design and develop an authoritative source of data (CMDB) and define the configuration items and its relationships for the enterprise.

Computer World Services CORP • Washington, DC • 2005 to 2012

Configuration Manager – DISA GIG-BE (2005 to 2012)

Provide engineering and design service for IT Modernization program. Lead effort to consolidate, transform and standardize the ITSM Change and Configuration Management teams, tools, and processes across the agency. Build trusting relationships with government leads and counterparts as best practices are developed and streamlined.

Manage hardware/software baselines across both UNIX/Windows platform throughout operation centers Worldwide.

Develop release and patch processes for distributing source code and vendor upgrades.

Create various templates for tier III usage in support of DISA standards.

Maintain and update hardware/software licenses and inventory across service centers Worldwide.

Work as a key member of a project team supporting the Federal government client providing Leadership in configuration management expertise to implement, maintain, and improve the client's configuration management processes.

Develop standard operating procedures, accounting procedures, and reporting procedures and provide expert guidance by advising the client on the development of a new configuration management system.

Perform change management and communications planning and execution in accordance with IT Infrastructure Library (ITIL v3) process principles and frameworks.

Collaborate with contractor and government staff to ensure robust program-level change management, including contract requirement baselines, schedule baselines, and technical configuration baselines.

Implement a web application tool for Network Managements use. The web application is now the central data repository for all Network Management configuration items.

Update PMO at the weekly joint staff meeting on current and outstanding issues pertaining to Element Management Systems projects.

EDUCATION DEVELOPMENT TECHNOLOGY

Marymount University • Bachelor of Science in Computer Science 1996

AWS, Cloud Solutions Architect (Ongoing), DevSecOps (Ongoing), Cloud Practitioner

Agilest, Scaled Agile Framework (SAFe4), KanBan Methods • Project Management Institute, ESI PMP Certification • ESI PMP Cost and Schedule • Certified Associate in Project Management (CAPM)

IT SERVICE MANAGEMENT, ITIL v3 Foundation • ITIL v3 Intermediate OSA • ITIL v3 Intermediate CSI • ITIL v3 Intermediate RCV • CMMi Certification • BMC Remedy, Atrium CMDB • ServiceNow CRM (Ongoing) • IBM Rational Team Concert (RTC 2.0) • IBM ClearCase • IBM Subversion

TECHNICAL SKILLS:

MS Access • MS Exchange 2003 • MS Visio • MS Project • SharePoint • Linux • MS-DOS • Confluence • JIRA • MS Office Suite • VB Script • Python • JSON • YAML • GIT/GIT Hub • Rational ClearCase for UNIX • ClearQuest • PVCS • Serena Dimension • Serena ChangeMan • Serena Business Manager • CloudBees Jenkins • Ansible

PETER TRAN

Fairfax, VA 703-***-**** ad26xw@r.postjobfree.com

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