Project Management

EXECUTIVE SUMMARY

Over ** years extensive experience in information technology and project

management, and a proven leader with over eight years of service in an

executive management or service operations role. Able to organize,

improve efficiency and productivity through automation and process

improvement. Proven abilities in reducing costs, improving quality and

delivering projects within scope. Customer focused, highly organized self-

starter with excellent customer service and problem solving skills.

Additional strengths include professional achievement, a high level of

personal integrity, a high level of energy, a commitment to teamwork, and a

strong desire to learn. Able to work under tight deadlines, prioritize,

multitask, utilize strong leadership and technical skills, and communicate

effectively both orally and in writing. Strong interpersonal skills and the

ability to work in team environments and client-facing situations.

Volunteer professional services from 2007-2009 include 2007 Presidential

Campaign, AT&T IT Project Management support, and computer education for

senior citizens.

CORE COMPETENCIES

Operational Mgmt Business IT Project Cognos/Impromptu

Continuity Plng Management

Strategic Team Evaluation Applications Business Reporting

Planning Devel.

Process Staff Training & MS Project Metric Reporting

Improvement Dev

Business Analysis Client Relations MS Visio Caliber

Contracts Cost Network Concepts Document Imaging

Planning/Control

Procurement SLA Management Helpdesk/Support

Mgmt

2008 CERTIFICATIONS

Certificate of Achievement, Mastering Project Management, Villanova

University, 2008

Master Certificate, IS/IT Project Management, Villanova University, 2008

Candidate: Project Management Institute Project Management Professional

Certification

EXPERIENCE

Information Systems of Florida, Tallahassee, FL

Senior Business Analyst

11/06-01/07

Conduct interviews and interact with key stakeholders, subject matter

experts and staff capturing detail business requirements/functional

specifications for the Office of Early Learning project. Conduct review

sessions regarding child care eligibility including enrollment, intake,

benefits processing, facility requirements and state licensing.

Collaborate with teams identifying process flows and business process

improvement opportunities. Utilize repository system to store coalition

requirements and set up traceability matrix. Analyze federal policies,

state statute and administrative rules to ensure compliance. Configure

traceability for testing and requirements verification.

Department of Business and Professional Regulations, Tallahassee, FL

Bureau Chief, Central Intake and Licensure

03/06-11/06

Manage projects and operations of a staff of over 80 Central Intake Unit

agents and supervisors. Managed Service Level Agreements, project

assignments and staff workload to ensure business processes and application

processing requirements were met or exceeded. Cross-train personnel as

appropriate to ensure coverage of all areas at all time. Establish and

maintain a Central Intake processing quality program. Manage a center with

multiple intake channels (e.g., large-scale transaction processing center).

I developed and maintain a Central Intake continuous improvement program

increasing the efficiency and effectiveness of the financial and

application intake operations.

Director, Division of Service Operations

07/05-03/06

Lead a team of senior managers in the operations of the Central Intake and

Licensure bureau, Education and Testing bureau and the Agency's statewide

Customer Contact Center. Responsibilities also included multi-million

dollar budget management and inter-divisional coordination and service

monitoring for a staff of over 250 employees. Management of the day-to-day

operations of the division including, PMI/PMP strategies identifying and

monitoring bureaus performance goals, call center metrics, personnel

related tasks such as hiring, determination of performance

reward/incentives and improvement opportunities. Utilize MS Project tool

to track multiple projects and matrix teams' tasks including resources,

milestones, target start/end dates, charts and requested information.

Defined,

communicated, and managed short and long-term agency and division

operational goals and projects. Review and determine the effect of new or

proposed state legislation. Established team efforts between the division

and other departmental units such as, Compliance, Legal, Office of the

Secretary, finance and licensing boards to ensure effective communication

and risk management. Perform inter-departmental impact analysis of

centralized call center and operations/functions and resolve

interdivisional issues. Participate in IT RFP contract review and award

recommendations. Represent division in executive and board meetings and/or

provide additional support to deputy secretary during legislative sessions.

Florida State Technology Office, Tallahassee, FL

Systems Project Administrator

06/04-06/05

. Applications Management Team Hub

Assist in the development of marketing materials, new services and

product presentations. Perform transition requirements resulting from

STO reorganization. Provide meeting minutes, developed rough order of

magnitude estimates reporting tool and tracked cost data.

. Customer Relations Manager

Project oversight of customer driven telecommunications and data

center services implementation. Assist in the allocation of resources

toward project implementation. Initiate Service Level Agreements and

objectives. Draft client services agreements, and project plans.

Provide consulting services in IT strategic and tactical planning,

business consulting, outsourcing strategies, cost benefits analysis

and alternate solutions. Performed account management and account

facilitation for problem resolutions.

Johnson Controls-HILL, Jacksonville, FL

Manager, Information Technology 09/00 - 08/03

Manage technical projects or program teams supporting DOD special interest

contract requirements. Managed projects and lead IT staff in government

client relations. Implemented a configuration control management board;

interpret contract requirements and special interest considerations.

Participate in ISO9000 and Six Sigma training and seminars. Initiated and

implemented a local IT college internship program. Managed and utilized

Cognos and Impromptu tools to developing and train end-users to develop and

run local and web based reports. Used Microsoft Project to track multiple

project statuses including milestones, resources, activities, etc., and

submit weekly reports to executive committees.

Florida Housing Finance Corporation, Tallahassee, FL

Manager, Information Technology 11/95 -12/99

Developed and managed IT department, technical projects and program teams

from initiation through implementation and closure. Provide overall

direction for establishing project requirements, priorities and deadlines.

Establish roles and responsibilities, allocate and coordinate resources

(staff, equipment, vendors, and consultants) across one or more projects.

Manage the budget for assigned projects, develop and monitor

project/program plans, and adjust resources and priorities accordingly.

Align business unit, technical development, and support organizations.

Developed and/or evaluate policies and procedures and service level

agreement for customer center Help Desk and support services. Utilized PMM

methodologies including Microsoft Project to track progress/milestones,

tasks, resources and status details. Implemented off-site backup system

and developed the disaster recovery plan. Implement student cooperative

program with local HBCU, colleges and universities. Prepare and present

progress reports for senior management.

Executive Office of the Governor of Florida, Tallahassee, FL

Systems Project Analyst - OPB/Systems Design & Development 06/94 - 10/95

Performed acceptance testing of all new and revised computer programs and

systems. Developed functional specifications, design screens, and report

layouts for future enhancements.

EDUCATION & TRAINING

Bachelor of Science, Computer and Information Science, Florida State

University, December, 1986

Six Sigma Program Training, Johnson Controls-HILL, 2003

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