TONICIA N. FRANCIS-HANDY B.S., MCTS, SQL, ITIL v*® SCRUM

ad33uj@r.postjobfree.com ● 504-***-**** ● Houston - Katy, TX 77449

PROFESSIONAL SUMMARY

Highly technical professional with a bachelor’s degree in computer information systems and a minor in Business Administration. Possesses strong interpersonal skills and over 20 years of experience in IT, Senior Project Management, and Technical Project Management, along with Senior Level Management expertise.

Platforms

Cloud Platforms: Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP)

DCP Local

Operating Systems: Windows, Linux, macOS (Macintosh)

Virtualization: VMware

Web Servers: Apache and IIS

Database Management Systems: My SQL, Oracle, Microsoft SQL Server

Development Platforms: Microsoft .Net and Java

Mobile Platforms: iOS and Android

Windows, Linux, VMware, Macintosh

Skills

Change Management

Contract Management

CSL & Exclusions

Data Governance

Data Migration and Profiling

Demand Management

Escalation Management

Process Improvement

Procurement and Vendor Management

Project Delivery Framework (PDF)

Project Financials

Project Management

Project Reporting and Tools

Project Resourcing

Proposal Management and CR

Quality Assurance

SAP/HANA

Security Consulting (IRM)

Software Licensing

Strategic Sourcing/Planning

Supply Chain Management

Systems Integration/Implementation

EDUCATION

Microsoft Azure Fundamentals (AZ-900)

Learning Tree Academy

PMI - ACP

Project Management Academy

Scrum Fundamentals Certified (SFC)

SCRUM study - Accreditation Body for Scrum and Agile – Certificate ID: 749141

ITIL® Foundation Certificate in IT Service Management, Houston, TX

Axelos Global Practice – Certificate ID: GR750142794TF

PMP Workshop Certificate of Completion, Houston, TX

Duende Project Management Services – PMBOK Guide Workshop

Microsoft Certified Technology Specialist, Houston, TX

SharePoint and SQL - Certificate ID:3833799

Southern University B.S. in Computer Science May 2002

Alternative Post Baccalaureate Certification – College of Education August 2004

EXPERIENCE

April 2022 – Present

Application Hosting Services Project Program Manager • TJX Information Technology – Remote

Program Manager Data Storage and Protection my primary focus is making sure TJX storage is organized, protected and recoverable in the Data Center, Distribution Centers, Home Office, Remote and Buying Office. Managed programs that are designing, procuring, provisioning and managing TJX storage and back-up requirements. Types of programs managed Oracle and SQL Migrations, DR Testing and Cyber Recovery, Azure Blob Archive, Rubrik for Sierra and Rubrik Edge Deployment etc.

Program Manager additional support for Multi-Function Epic creating long and short – term plans, including clear task for each team, identifying owners and completion dates.

Made sure the work for respective program goes in their Pl Planning

Made effective decisions when presented with multiple options for how to progress with the project.

Serving as a point of contract for teams when multiple units are assigned to the same project to ensure team actions remain in synergy.

Communicated with LT and SLT to make sure projects are aligned with their goals and everyone is updated.

Adjusting schedules and targets on the project as needs or financing for the project change.

Oversee planning, execution, and delivery, managing interdependencies, risks, and resources across projects to ensure successful outcomes.

Used Service Now, Confluence, Jira, Kanban boards, Microsoft Teams, Dev Ops tools for the program

Manage and monitor all AHS Application and Infrastructure issues throughout Service Now until they are resolved by their rightful owners. Collaborate with the IRM to track issues that have not met the planned end date.

Plan, organize, and manage TJX's global upgrade for Rumba 10.1 users globally and physical robot upgrades. Manage the process to ensure that SSCM is producing the application package for the Rumba 10.1 upgrade raise the necessary Service Now request as required. Collaborate with the communication team to make sure the right (UAT) testing process is sent to pilot users before testing. Manage pilot testing and waves for each deployment for each business in coordination with the Service Delivery Managers. Record and report any problems or risk that pilot users may have while testing so that the SCCM can adjust the package as necessary. Obtained approval from the business to deploy the Rumba package to larger groups in accordance with wave schedules after UAT testing is finished. Organize support as well as hyper care support for Go - Live

Project Manager in a Waterfall and Agile environment for the Application Hosting team for TJX. Facilitates Agile - Scrum meetings: daily stand ups, sprints review/planning, retrospectives, backlog refinement, release road mapping. Responsible for delivering the infrastructure across data centers, retail stores, and distribution centers globally with a variety of functions needed to support the software stack. This includes operating systems, databases, and middleware layers, serving as the foundation for TJX applications.

Managed Store and Supply Chain Engineering projects. The Store Engineering focused on designing, building, and maintaining technologies that support the front of store and back of store operations. This infrastructure enables functions such as POS, Loss Prevention, cash office, time and attendance and markdowns. The Supply Chain Engineering focused on designing, building, and maintaining technologies that support the operations of the various Supply Chain facilities. The technologies that support the operations of the various Supply Chain facilities. The technologies in our portfolio include IBM Power Servers, Wintel based servers (both physical and virtual) and various mobile and printing equipment. The infrastructure enables functions such as SCAN WMS, Material Handling Equipment (MHE), CCTV, Access Control, Labor Management, Ticketing and Energy Management

Managed Infrastructure and Security Projects my primary focus was delivering any native mainframe application or those with a connection to mainframe systems that are supported in conjunction with the Middleware team. Provided Infrastructure Operations, Engineering and Security for the Mainframe Platform including Engineering Mainframe Technology, Lifecycle Management, Vendor Management, Disaster Recovery, Software Portfolio Operation/Maintenance, Compliance Control, Data Management (IMS/DB2), ACF2 Security Identify and Authentication, ACF2 Security Resource Protection and Access, ACF2 Certificate Management

August 2021 – April 2022

Service Delivery Project Manager • Hewlett Packard Enterprise – Remote

Service Delivery Project Manager in a Waterfall and Agile environment for the NonStop Service Delivery and Supply Chain Transformation Program - Phase I. Supply Chain Phase II. SFDC Migration and Phase III. Gen Web. The project will Retire mission critical Legacy Applications, DXC will build and deploy capabilities to migrate the HPE NonStop Service Delivery business from NonStop suite of IT Applications to the Pointnext Global Service Delivery (GSD) platform.

Responsible for managing the coordination of Project Escalation and Risk Management with Internal HPE Teams and other External suppliers DXC, Infosys, Deloitte, Wipro, Teksystems etc

Worked with various teams to resolve issues that are blocking or delaying the NonStop Service Delivery and Supply Chain Transformation Program

February 2011 – June 2021

ITSO Infrastructure Project Manager, Project Escalation Manager, Quality Assurance Manager, Audit Manager, Technical Project Manager, Consultant, Migration Manager and Change Coordinator • Customer Unit Shell • T-Systems North America Houston, TX - Remote

Managed the coordination of Project Escalation resolution within Internal /External Shell Global Account Teams and other suppliers Shell, DXC, TCS, HP, AT&T, Accenture, Wipro etc.

Directed technical teams to implement project work.

Responsible for multiple projects ranging from 400K to 100 mil plus for global and domestic projects.

Resolved issues that are blocking or delaying Infrastructure projects and programs from progressing.

Worked daily with Executive Level Managers resolving Very High Priority Project and Program Issues within the company

Managed contractual Quality Assurance obligations for all Customer Unit Shell Projects and Programs

Performed routine Quality Checks by using Service Now PPM, Cockpit Financial Report and Risk Systems

Supported contractual & DT audits.

Supported PMO and Resource Management teams as needed with resolving PMO related project issues.

Collected evidence, filing, and reporting for CSL exclusions.

Managed Security & Compliance for services developed and delivered.

Managed Squads and oversee PMs and Technical Lead Infrastructure projects from initiation, planning, executing, monitoring, and controlling and closing.

Types of Projects Managed – Agile, Waterfall Edge, Hosting, Wintel, Linux, SAP, BizTalk, SharePoint, Storage, Server Migration, Switches due to EOL, Middleware, SQL/Oracle Database, Disaster Recovery, Data Centers Migrations Upgrades/Decoms/Moves/Lift and Shift, Implementation, Transformation, New Service Development and Web Hosting

Managed and delivered infrastructure projects on time and within budget for various business units (i.e.) Shell Downstream, Upstream, EP, Global Functions, Trading and SITI

Interfaced with Business Customers, Capacity Management, Technical Project Engineers, Architects, DBA, Operation Deployment Teams, Procurement and Sub–Vendors, PMO, Quality Assurance, Information Risk Management, Resource Management to ensure the full delivery of projects.

Executed projects based on T-Systems & Shell Project Management Methodology & compliance.

Worked with Jira, created Jira projects, queries reports, dashboard for metrics reporting for various teams Kanban Boards and Confluence to perform Agile, EDGE and Waterfall task within the project.

Determined project deviations and recommended mitigations.

Developed strategic project planning, justifications and explanation on projects deviations and contingency plans.

Performed periodic meetings with customers and stakeholders in clear and concise manners.

Developed and delivered project progress reports, proposals, and another appropriate project documentation.

Updated project reporting tools (i.e.) Miles+ for tracking weekly project time, PRT for tracking compliance and finances, SharePoint Utilization Forecast systems for tracking utilization forecast.

Estimated resources and participants needed to achieve projects deliverables.

Submitted Change request, step-outs, PCP, and resource request for budget, resources, scopes, and timeline changes.

Raised Incident, Problem Management Tickets and Change Management tickets when needed.

Create Project Plans using Microsoft Project.

Accountable for a successful implementation of the assigned projects / tasks

Responsible for gathering requirements, analyzing situations, providing solutions, communicating and identifying risk.

Accessed Applications and files on the Shell Networking by using Shell Jump Server

Followed GI-H Handover process, submitted Service Now for ordering and on boarding servers, databases, interfaces etc.

Submitted request for HO1, once the server is received from the Rapid Deployment Team, Monitors (UAT) User Acceptance Testing

Used DRA to add user accounts and Active Directory to assign FGO groups to the servers.

Grant customer server access and troubleshoot server issues when needed.

Gathered and reviewed the accuracy of Configuration Doc prior to H02 submission.

Created Run Books for migrations projects. Performed Data Center Audits. Ensured projects delivered had positive feedback from the customer. Managed Large Global Migration Projects for Houston, Cyberjaya, Amsterdam Data Centers etc. for customer Shell.

Coordinated change implementation from Initiating to Closing.

October 2010 – February 2011

Windows 7 Migration Project – Systems Analyst I. • University of Texas M D Anderson Cancer Center Houston, Texas

Managed requirements throughout the lifecycle for M Dander son Windows 7 Migration Project

Investigate and Coordinate with IT and business groups to determine software scripting needs.

Made sure business applications are the latest (stable) versions available from vendors prior to submission for scripting.

Used Microsoft Windows 7 Compatibility to identify if MD Anderson software application is compatible for Windows 7 Migrations Project

Managed content using Microsoft Access document management database to stored application rationalization, requirements gathering information, application integration, quality assurance, and user acceptance testing.

Used VMware virtualization software to install media, configure software and testing.

Prepared RG documentation for scripter’s that includes application information, Subject Matter Expert, Designated User Acceptance Tester, Software Dependencies, Hardware Dependencies, Installation Instructions, Shortcut Information, Licensing, Special Instructions, Verification Script, (Application Compatibility Reporting) Compatibility Disposition, Reference URL Information, Comments, Data File Types, Database Dependencies, Data Sources (ODBC), Permissions, Multilanguage User Interface (MUI), Custom Logic, Backend Server Information, Upgrade or Patch Information, Citrix Information, User Acceptance Testing and any necessary information to facilitate software packaging

Stored Media, Instructions, Documentation, EULA and Requirements Gathering (RG) documents, on network share folders for packagers.

Monitor and Produce status reports for application owners.

Installed, test applications and drivers on Windows 7 workstations.

Coordinated and Scheduled (UFT) user functionality testing while managing accurate test plans.

Add user accounts for testing and image testing PCs.

Performed (QA) Quality Assurance Testing and Troubleshoot business critical applications.

Oversee software rollout via Altiris from testing to production.

Responsible for General ad – hoc reporting and request handling

March 2009 - June 2010

Service Assurance - BIM Applications License Mgmt./GI-Scripting Coordinator • Shell Trading IT Houston, Texas

Coordinate with other IT and business groups to determine software scripting needs.

Made sure business applications are the latest (stable) versions available from vendors prior to submission for scripting.

Identify application compliance assessment is compatibility with the GI-D.

Provided scripter’s with necessary information to facilitate software packaging.

Located and stored installation files on network shares

Monitor and Produce status reports for application owners.

Managed content in the IT Infrastructure document management site SAGE, DRA, and DQM

Installed, test applications and drivers on W2k, Vista and MOP (Citrix) workstations

Coordinated and Scheduled (UFT) user functionality testing while managing accurate test plans.

Add users to DRA for testing and image GI testing PCs.

Performed (QA) Quality Assurance Testing and Troubleshoot business critical applications.

Oversee software rollout via SMS/SCCM from testing to production.

Monitor Server mount point issues and used ORK software to report server usage.

Maintained and Manage SLIC software license database.

Audit software and performed recordkeeping associated with regular physical security audits.

Responsible for General ad – hoc reporting and request handling

Coordinate Microsoft Security Patch Testing for Trading

August 2007 - January 2009

Information Systems Manager • YES Prep Charter School District Houston, Texas

As an Information Systems Manager, my duties included a number of functional areas integrated to executive level reporting of student data. My job duties included software and developing programs for the computerization of a variety of records particularly which are mandated by YES Prep Public School District and Texas Educational Agency; concerning student’s attendance records, standardized test scores, demographics, coordinated activities to conform to federal (NLCB) and state regulations rules and policies. Financial fiscal reports processed under the supervision of the Chief Financial Officer and CEO of YES Public School District. Overall, as a PowerSchool database administrator for the district provided substantial support to the district registrars, office managers, operation managers, teachers and school directors.

Established district data processing procedures to comply with state and federal requirements, especially those of the Texas Education Agency concerning students such as attendance, census, home instruction, tuition, standardized test scores, ethnicity, and demographics.

Supported and Maintained student information systems operations, including report card processing, teachers’ electronic grade book management, the State of Texas reporting systems such as PEIMs, TREx, Fitness Gram, PowerSchool Oracle SQL Developer, Power Grade, Power Teacher, Power Scheduler, Traid, Cambridge Knowledge System, Cyber soft POS System and Adapta Financial Database

Responsible for the Historical Storage of student grades in PowerSchool for the district

Provided helpdesk support by handling support calls from central office and school personnel for problems and repairs related to PowerSchool, Power Teacher and Power Scheduler databases

Adding and Deleting users Email and PowerSchool accounts

Coordinate disaster recovery procedures for the Power School database server including backups, upgrades and patches.

Maintain district policy and training procedures manuals to maintain database standards and data integrity as it relates to PowerSchool.

Designed and Coded PowerSchool HTML object and transcript reports, select statement, procedures, and queries by using PowerSchool back-end Oracle SQL Developer

Coordinate and Train all staff on PowerSchool, Power Teacher, Power Scheduler, PEIMs, TREx, Fitness Gram, Cambridge Knowledge System, Cyber soft POS System, Adapta Microsoft Office 2007

Implemented the End Year Process to close out the school year.

Setup and Assisted the implementation process with Pearson to upgrade district server to PowerSchool Sybase and PowerSchool Premier

October 2006 - July 2007

Application and Integrations Manager • Dynamics Southwest, Inc. Sugarland, Texas

Integrated Microsoft Dynamics Business Management, Financial and Accounting Software Solutions

Responsible for Analyzing client’s business and technical needs.

Analyzed client’s database and workflow.

Prepared requirements, specifications, business processes, technical recommendations, and testing

Identified and documented Database deficiencies and recommends solutions.

Integrated Microsoft Office and SharePoint Portal Integrations as well as Web Designing

Installed and Integrated SQL Servers, Application Servers, Database Servers, Windows Servers, and C/Side Clients

Programmed 1D and 2D barcode scanners using MCL Technology Software

Assisted clients with reports, as well as support for Hardware and Software.

Provided customers with Navision Database Software Trainer, Implementation and Development

Designed and prepared Microsoft Navision Manuals

November 2005 - September 2006

Technical Support Specialist • Talent Tree Staffing/Technical, Houston, Texas

Provide technical first-level hardware and software support for incoming Field and Corporate Talent Tree Staffing users. The primary focus is on current front and back-office Order and Time entry, Payroll, Financial, Billing systems and applications.

Provided Technical Services Desk Support by applying technical expertise and problem-solving skills to all Talent Tree Staffing users for daily operational support issues.

Communicated with the customer in a professional and clear manner.

Registered and tracked issues and assets on a frequency basis using Remedy.

Coordinated support issues among appropriate corporate support groups to ensure a timely distribution of knowledge so that customers’ problems are resolved in a complete and timely fashion.

Responsible for first level troubleshooting to later communicate critical problems to the appropriate I.T. Managers.

Acquired and maintained a sound understanding of relevant product offerings (network configuration, applications), I.T. supported business processes, current support policies and methods of support delivery, to provide technically accurate solutions to users.

Assisted other Technical Service Desk Specialists in troubleshooting customer call.

Regularly provided input and feedback on improving I.T. support processes to reduce customer support load.

Tracked and recorded Notes on all conversations (verbal and written) with customer.

Monitored all Support Request that remain open daily.

Maintained Technical Service Desk Operational Procedures

Utilized current Status Report and Time Tracking

Maintained and upgraded Windows workstations as well as remote facilities.

Distribution of in-house software packages, Office 2003 deployment, replacement of outdated equipment, and IP standardization within employees

Bug tracking, client configuration, and software testing/distribution throughout Talent Tree, NI Healthcare and Skill masters

Transferred and configured software settings and data from old desktop and laptops

Replaced laptop and desktop hard drives and install Windows XP with company software.

Setup Network Printers and custom hardware accessories

Provided hands on customer training and support for Microsoft Windows, PeopleSoft, Oracle 11i, AS400, Outlook, Prove It, Skill match, Randance and Intranet Reports

Supported users using Windows XP Professional, Microsoft Office 2000-2003 software and PeopleSoft applications.

Assisted users logging into the network, changing passwords, unlocking user's accounts when locked out.

Maintained daily maintenance of workstations, updated Microsoft files, McAfee virus scans, spyware - ad-aware removal, disk cleanups and defragging.

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