LaSandra McGhee

404-***-****

ac4tma@r.postjobfree.com

http://www.linkedin.com/in/lasandramcghee

SUMMARY

Responsible, self-motivated Project Manager who thrives in energetic and fast-paced environments. Strong team player with excellent interpersonal and communication skills – written and verbal. Organized, detail oriented, and able to adapt quickly in a dynamic technical environments. Results-driven and action-oriented with more than 20 years of experience in information technology. Leadership experience in multiple industries, offering outstanding skills in management, project management, customer service, conflict resolution, team building, and collaboration. Proven track record for delivering quality work in a timely manner by utilizing critical thinking, creativity, analytical, management and problem-solving skills

EDUCATION

B.S. Computer Science

Grambling State University

CERTIFICATIONS

ITIL v3 Certification

Microsoft Certified Professional (MCP) Certification

HP Certified Integration Specialist Certification

PROFESSIONAL EXPERIENCE

iSeatz – New Orleans, LA

Client: American Express Travel

IT Project Manager Budget 5 million dollars 25 + on/offshore resources

May 2017 – Present

Using Agile and waterfall methodologies, responsible for the overall coordination, direction, implementation and execution of projects.

Initiated and planed the project by establishing its format, direction, and baselines that allow for variance measurement and change control

Created project schedules that accurately shows resource allocation, key milestones and project completion dates.

Tracked project deliverables by using Microsoft Project, JIRA and Confluence.

Coordinated project staff; including on-site resources and outsourced resources.

Reviewed project schedules with key stakeholders for evaluation and alignment.

Created clear measurements to be used to evaluate the project at its completion

Worked with project sponsors and other management to establish progress and direction of the projects by achieving goals, reaching targets, solving problems and mitigating risks.

Ensured that goals were achieved, targets were met and the project was delivered on time and within budget.

Created an environment conducive to delivering new projects in the most cost effective manner.

Managed uncertainty, rapid change, ambiguity and surprises

Facilitated client relationships through formal reporting that complimented a respected and productive relationship

Drove the project by leading by example and motivating all concerned through project completion.

Defined and reviewed the business case and requirements regularly to ensure that the client received the desired product

Capgemini

Client: Bank of Tokyo (MUFG) (Contractor) - Jersey City, NJ

Lead IT Service Management Solutions Architect

Dec 2016 – Apr 2017

Lead ITSM Solutions Architect for multi-million-dollar project; interfacing with Bank of Tokyo C level executives to obtain a fundamental understanding of business objectives, documenting project scope and helping work streams to create requirements.

Properly engaged stakeholders and operated independently to serve as principal focal point for project ownership, and interacted with senior management while directing the activities of project team members to accomplish project objectives

Facilitated integration of ITIL methodology for IT Service Management processes and software development; ensuring that best practices for business functionality, requirements, and industry standards were addressed.

Worked closely with ITIL Process owners (Service Desk Managers, Incident Managers, Problem Managers, Change Managers, Configuration Managers and analysts) to facilitate conversations, analyze, determine, document, improve, and implement new processes in support of CMMI level 3 implementation.

Implemented improved Change Management process to improve CMMI level 3 maturity and securely apply software patches across multiple platforms.

Provided complex technical leadership, serving as the subject matter expert to lead seamless integrations with all modules of HP Service Manager, HP Asset Manager, HP UCMDB via Connect-IT.

Accenture

Client: Cox Communications (Contractor) - Atlanta, GA

IT Operations Project Manager Budget 1.5 million dollars 15 resources

May 2016 – Nov 2016

In order to lower MTTR cost and improve ROI KPIs, responsible for setting up an offshore NOC in Bangalore, India to support Tier 2 onshore NOC Support Analysts.

Created training plans for left shift knowledge transfer of Tier 2 onshore telecommunications network support to offshore, which includes shadowing/reverse shadowing of duties for more cohesiveness and synergy between the onshore/offshore teams.

Created training plans for left shift knowledge transfer of Tier 3 to Tier 2 telecommunications network support, which included shadowing/reverse shadowing of duties for more cohesiveness and synergy between the Tier 2 and Tier 3 teams.

Responsible for managing and overseeing the operational support within the offshore Network Operations Center (NOC), while developing KPIs, improving KPIs and providing metrics to senior managers that indicate workload and churn.

Managed devops project scope, timelines and assigned tasks to produce measurable deliverables and improve KPIs.

Monitored and tracked progress of project and work plan.

Enforced established operational policies and procedures ensuring a high level of attention to detail, accuracy, and on-time delivery.

Created and established new standards and procedures and translated high level work plans into detailed assignments for team members.

Identified process inefficiencies within the NOC, conceive of changes, and supervised implementation of new processes. Directed and facilitated continuous process improvement.

Supervised implementation of new tools and assigned tasks via ServiceNow and Remedy.

Facilitated meetings with key clients, stakeholders and cross-functional delivery teams.

INTACT Technology - Atlanta, GA

Client: IRS

Managing Consultant – ITSM Budget 5.2 million dollars 35 resources

Aug 2013 – April 2016

Project Manager and IT Service Management Solutions Architect leading multiple engagements in the implementation of enterprise ITILv3 based IT Service Management solutions.

Properly engaged stakeholders and operates independently to serve as principal focal point for project ownership, and interaction with senior management while directing the activities of project team members to accomplish project objectives

Managed teams through all stages of the project life cycle, involving analysis of business requirements, risk and issues management, application development, hardware installation, resource leveling, implementation, and production support. Exceled at taking ambiguous requirements and situations and transforming them into clarity that leads to accomplishing goals.

Strategically prioritized project objectives and collaborates with team members to deliver quality results; helping teams to define success criteria, metrics and KPIs.

Worked closely with ITIL Process owners and analysts to design, document, improve and implement ITILv3 processes to improve KPIs and CMM levels.

Extensive experience with handling PCI, HIPPA and PII data for IRS. Public Trust Security Clearance.

Demonstrated a positive, constructive work attitude which inspires team members to achieve results and grow professionally.

Hewlett-Packard (HP) - Atlanta, GA

ITSM Solutions Architect

May 2011 – July 2013

CLIENTS:

Government – SRA/TSA, IRS, EDD of California

Healthcare – Cedars Sinai Medical Center

Retail – General Motors

Financial – PricewaterhouseCoopers

Transportation – United Airlines, CN Rail

Energy – Xcel Energy, Valero Energy, Tennessee Valley Authority

Insurance – State Farm, Liberty Mutual

Road warrior traveling 80% - Conducts workshops for customers on HP Service Manager 9 capabilities and thoroughly completes requirements for the Service Desk, Incident, Problem, Change, Release, Configuration, Asset, Service Catalog, Request and Service Level Management modules

Properly engages stakeholders and operates independently to serve as principal focal point for project owner, and interact with senior management while directing the activities of project team members to accomplish project objectives

Facilitates integration of ITIL methodology for IT Service Management processes and software development; ensuring that best practice business functionality, requirements, industry standards are addressed

Developed process decomposition diagrams, and created process and data flow diagrams

Data analysis: Creates customized Service Level Objectives, Surveying and reporting via Business Objects/Crystal Reports from relational database structures, which include Oracle, SQL and DB2.

Lead efforts to develop seamless integrations with HP ServiceCenter or HP Service Manager with a variety of enterprise products, including but not limited to HP Release Control, Asset Management systems, Configuration Management (UCMDB), PeopleSoft, email systems (notification & feedback surveys), web (Intranet & Internet), HP Quality Center(QC), HP Project and Portfolio Management (PPM), and monitoring systems (BSM, OO, Network Node Manager, Net Cool)

Reviews statements of work, financials and project budgeting with senior management and vendors to manage cost and expectations. Conducts technical reviews of multi-vendor, multi-technology bids for ITSM projects.

Created customized Crystal Reports from relational database structures, which include Oracle, SQL and DB2

Independent Consultant - Atlanta, GA & Houston, TX

ITSM Solutions Architect / Project Manager

Feb 2008 – April 2011

CLIENTS:

Lockheed Martin / CDC – SA - (Oct 2010 – April 2011)

Halliburton - SA/Technical Lead (Jan 2010 - July 2010)

Deloitte Consulting for CDC – SA/Technical Lead (Sept 2009 – Dec 2009)

The Home Depot – Configuration Manager (May 2009- Aug 2009)

SunTrust Bank – SA/Project Lead (Aug 2008 - April 2009)

Coca-Cola Company – IT Project Manager (Feb 2008 – Aug 2008) Budget 3.5 million dollars 30 on/off shore resources

Conducted workshops to educate and thoroughly completed project traceability matrices for IT Service Management implementations. Architected IT Service Management solutions for fortune 1000 clients. Designed and implemented IT Service Management technologies, processes, and organizational structures to improve the overall effectiveness and business alignment of a corporate IT portfolio

Obtained a fundamental understanding of business objectives and documented project scope by conducting interviews, developing use cases, technical assessments, and requirements for the Service Desk, Incident, Problem, Change, Configuration and Service Level Management modules. Effectively scoped, estimated level of effort, resource leveled and managed risk for project implementations making sure that delivery objectives were obtainable and clearly understood by resources and stakeholders

Served as subject matter expert to lead ITIL methodology based implementations of HP Service Manager 7.x -9.x integrating with HP Quality Center (QC), HP Project and Portfolio Management (PPM) and UCMDB

Managed project resource leveling and technical staff consisting of Testers, Integration Lead and HPSM Developers using Microsoft Project. Collaborated with and facilitated meetings with key clients, stakeholders and cross-functional delivery teams, successfully managing vendors and ITO and off-shore resources

After learning the current as-is environment for data, infrastructure and application interdependencies, lead THD to define transition steps from the current as-is environment to the future CMDB architecture, including interoperability with existing application migration strategies, infrastructure decisions and rollout strategies. Designed the UCMDB to-be technical architecture, process and implementation strategy to properly align people, process and technology and set baseline standards for continuous process improvement.

Collaborated with and facilitated meetings with key clients, stakeholders and cross-functional delivery team of more than 30 team members that are in units from Europe, Asia, Africa, Pacific & Latin America to accomplish project objectives and achieve business outcomes. Successfully managing global resources. Served as principal focal point for the project owner, scheduling Toll Gates, product demonstrations and coordinating regression, unit, system integration, performance and network testing with Central Quality Test Team for TCCC

Created project Charter, Architecture Exception Request, Business Requirements, Reporting Requirements, Communication Plan, Detailed Functional Design, Implementation Strategy, Project Control Book, Logical Design Report, Physical Design Report, Training Strategy and Testing Strategy

Hewlett-Packard (HP) - Atlanta, GA

ITSM Project Manager/Solutions Architect

Feb 2007 – Dec 2007

Road warrior; traveling 80% to manage the software development life cycle (SDLC) of large complex, multi-million dollar IT projects from conception through completion, with a great track record for completing projects within scope, on time and within budget

Ensured the overall success of IT projects, whether the optimum solutions involve people, process, or technology. Provided complex technical leadership, serving as subject matter expert on ITIL process implementations with all modules of HP ServiceCenter

Strong consulting skills working exceptionally closely with customers, leveraging my experience and knowledge of Service Desk, Incident Management, Change/Release Management, Request Management, Configuration Management, UCMDB, Service Catalog and Service Level Management

Communicated complex technical contents plainly and simply while able to set a vision and create clarity in ambiguous situations. Created documentation and conducted training for several user based groups

Directed the activities of project team members ranging in size from 10 to 20 members to accomplish project objectives and has the skills/experience to turn a project around

Operated independently and serves as principal focal point for the project owner, and interacted with senior management. Has strong consulting skills, flexibility and resourcefulness

Customized all HP ServiceCenter modules to integrate with asset management systems, Configuration Management, UCMDB, email systems, web portals (Internet/Intranet) and network management systems.

Created customized Crystal Reports from relational database structures, which include Oracle, SQL and DB2

Independent Consultant - Atlanta, GA

IT Project Manager/Sr Technical Consultant

Sept 2003 – Jan 2007

Managed the software development life cycle (SDLC) of multiple, multi-million dollar, complex IT projects from conception through completion, with a great track record for completing projects within scope, on time and within budget. Successfully managed vendor and ITO resources on multiple projects for industries that include, but are not limited to the following:

CLIENTS:

State of Georgia (GTA) – IT Project Manager (Feb 2006 – Jan 2007) 3 million dollars 27 resources

Government - State of Delaware, IRS

Health – Northrop Grumman, CDC

Financial – SunTrust Bank, JP Morgan Chase, Morgan Stanley

Experienced in formal project management methodologies (PMI and Agile) using Microsoft Project.

Developed use cases, test cases, testing strategies and detailed test plans for user acceptance, integration and systems testing

Served as ITIL Subject Matter Expert, providing analysis, definition and direction to install, develop, upgrade, integrate, administrate and teach HP OpenView (Peregrine) ServiceCenter Service Desk (SD), Incident (IM), Configuration (CMDB), Change (CM), Problem (PM), Service Level Management (SLM), Service Catalog and Request (RM) Management modules.

Managed project resources developing high level risk assessment and risk mitigation strategy, which includes implementation, maintenance, and documentation of project risk, as well as resolution procedures. In charge of project documentation including charter, project plan, project scope, status reports, use cases, test plans, assessment of customer satisfaction and closeout documentation

Excellent interpersonal skills and uses effective, professional, oral and written communication. Excellent writing skills. Created presentations, documentation and training plans, as well as, conducted training for Train-the-Trainer and several client groups

Facilitated meetings, lead presentations, technical demonstrations and proof of concept demonstrations for management while promoting integration of ITIL processes for application development and ensuring that correct business functionality, requirements, industry standards and best practices are addressed within the application

Advanced MarketPlace, Inc - Atlanta, GA

Sr. Technical Consultant

Feb 2000 – Aug 2003

Worked directly with customers at customer sites, traveling 100% (Road Warrior), providing analysis, definition and direction to install, develop, upgrade, integrate, administrate and teach HP (Peregrine) ServiceCenter Service Desk (SD), Incident (IM), Configuration (CMDB), Change (CM), Service Level Management (SLM), Service Catalog and Request (RM) Management modules.

CLIENTS:

Health – CDC, HHS, CMS/HHS, Vencor, John Hopkins, Novant Health, Baptist Health, Alfa Laval, Kindred Healthcare, Kaiser Permanente

Retail – Meijer, Black & Decker, Eckerd, WR Grace, AAA Michigan

Financial – Fiserv, Banco Popular, TIAA Cref

Legal – Alston & Bird

Telecom & Technology – AT&T (Chicago), AT&T (Tampa), E3, Rapid Link, EMC

Energy – Tampa Energy, FirstEnergy

Government – IRS

Created customized Crystal Reports from relational database structures, which include Oracle, SQL and DB2

Microsoft Certified Professional with strong networking and troubleshooting skills including TCP/IP, DNS, and DHCP protocols

Interfaced with customers to obtain a fundamental understanding of business objectives and documenting project scope by conducting interviews, developing use cases, technical assessments, gathering requirements, developing process decomposition diagrams, and creating data flow diagrams

Configured HP ServiceCenter to integrate with other applications, which included AssetCenter, HP OpenView Network Node Manager, various email systems, web applications, paging, PDA, BO, CA Uni-Center AMO, and other network management systems

Automatic Data Processing (ADP) - Atlanta, GA

Sr. PC Support Specialist

Dec 1997 – Jan 2000

Served as leader/mentor for PC Support Specialist supporting ADP PCPW desktop software with Windows 95/98/NT/2000 or client server application integrated with Oracle in Novell or Microsoft LAN/WAN environments

Provided helpdesk hardware infrastructure/software application support to regional operations, sales, client services and ADP payroll departments regarding the resolution of PC/LAN related problems occurring from unique processing or technical difficulties

Assured adherence to SLA/OLA and contributed to the achievement of company and department goals with the operation and monitoring of telephony, data communications and access to the service delivery environment

Installed ADP desktop and server software, upgrades and patches. Provided troubleshooting for all peripherals utilized by ADP software, including modems and printers

Provided technical troubleshooting of ADP SQL & Oracle software in a Novell or NT client/server environments using TCP/IP protocol and Dialup Networking. Ensured coordination, testing, and distribution of new software releases and manual updates both internally and to external clients

Adhered to proper escalation procedures and served as primary interface between ES group and the region on PC related issues such as Awareness Bulletins and Problem Notifications

Maintained complete and accurate records via CLARIFY and Goldmine to ensure documentation of proper escalation and resolution

Windows NT MCP Certified, A+ Certified

Tulane Univ. Hospital (Columbia/HCA) - New Orleans, LA Budget 30 million dollars 20 resources

August 92 – November 97

Computer Operations and Service Desk Supervisor

Managed a 24x7x365 helpdesk/call center of Tier 1 & Tier 2 operators while overseeing all shift duties and providing on-line user support and system availability to a complex mission critical environment. Documenting and managing first call and escalated incidents using Magic Support Desk

Responsible for process design, technical training, process training, staff retention, hiring, evaluating, counseling and motivating computer operations staff

Responsible for planning, forecasting, staff activities and using effective, professional, oral and written communication, reporting directly to the Director of IS

Responsible for career counseling and performance reviews. Managed the growth and augmentation of staff talent

Served as first point of incident escalation notification for all critical hospital applications and computer systems issues. Responsible for incident assignment and resolution to critical and non-critical customer (hospital staff) issues as required

Wrote/Created and maintained all documentation, operations policies, procedures, report distribution lists and daily task lists. Implemented service desk processes and looked for ways to improve them

Served as Project Manager for all of the operations area system conversions, software/hardware upgrades, and installations

Provided hardware/software technical support and administration of the end-user environment to progressively complex LAN/WAN utilizing Support Magic Help Desk. Troubleshooting, monitoring user restrictions to Novell 3.12 & 4.1 Servers, TCP/IP connectivity, Bridges, Routers, T1 lines, modems

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