Customer Service Project Manager

Luis A. Mattos Jr., PMP

Aventura, FL. *****

Cell: 703-***-****; Email: *********@*****.***

LinkedIn: www.linkedin.com/pub/luis-mattos-pmp/36/38b/338/

SENIOR BUSINESS SERVICES CONSULTANT

Highly skilled professional with over 12 years of experience in software

and technology based solution delivery. Focus has been to acquire, manage,

implement, and improve on high performance business systems for the U.S.

Government.

CORE COMPETENCIES

Program & Project Management - PMP Customer Experience Team

Leadership

Configuration/Change Management - ITIL Requirements Management

Procurement & Acquisition

Business Process Improvement Software Implementation Policy

Compliance

Business Systems Implementation Business Continuity

Enterprise Architecture

Vendor Management Software as Service (SAAS) Bilingual

(Spanish)

PROFESSIONAL EXPERIENCE

DELL SERVICES - ARLINGTON, VA

August 2010 - Present

Customer and Vendor Manager

General Services Administration (GSA) E-Gov Travel Service (ETS) Project

. Project Manager and functional expert for the largest Federal Government

E-Travel Service Provider on the ETS Project with a contract value of

$1.4B

. Portfolio of 45+ Government Agencies (including the Department of

Agriculture, Energy, Interior, Transportation, Treasury, and the

Smithsonian Institution) with 570K users that account for 70% of the total

market share and over $700M in annual spend

. Led operations and sustainment activities for the existing contract as

well as managing and facilitating transition and implementation of the

aforementioned agencies to the successor contract

. Deployment lifecycle and procurement management from Statement of Work

design, to Task Order procurement & management, through implementation and

post-implementation support

. Supervise vendor performance and compliance based on a Software as a

Service (SaaS) contract - Requirements compliance, Product usability &

functionality, Policy, Integration of Financial Management and Human

Resource systems as well as issuance of Notices of Concern and Corrective

Action Plans where necessary to re-calibrate vendor contract performance

. Apply conflict issue resolution techniques with ETS Vendors to ensure

proper tracking of issues as well as accurate and timely resolution

through pre-established processes

. Spearheading of weekly / monthly status, user group, and focus group

calls with vendor(s) and customers

. Contributed greatly to the successful re-negotiation of master contract

transition and extension modifications to obtain the best value

proposition for the Government and continuity of service

. Active collaboration in acquisition activities of successor contract such

as proposal reviews (technical and price), source selection, Independent

Verification and Validation (IV&V), award & protest mitigation plans, and

other procurement related activities

RELIABLE SYSTEMS GROUP (RSG) - ARLINGTON, VA

June 2008 - July 2010

Change / Configuration Manager

Defense Travel Management Office (DTMO) - Defense Travel System (DTS)

Project

. Business Process, and Data Schema owner for new DTS functionality that

supports over 1 million users worldwide

. Lead Administrator for IBM Rational ClearQuest and RequisitePro Change

Management Tools

. Co-Lead for Enterprise Architecture (EA) re-engineering effort for DOD

Travel (DODAF frameworks)

. Experienced in defining and modeling functional and technical

requirements, business process analysis, and execution of software

releases and enhancements (to include Functional and Technical CCBs as

well as Software Release Milestones) at a CMMI Level 5 operational

standard

. Participated in requirements gathering sessions for the "Next Generation"

eTravel initiative for DoD

. In charge of streamlining the current travel processes to accommodate the

needs of an evolving industry

. Provide leadership with real time metrics reporting for system

enhancements

RELIABLE SYSTEMS GROUP (RSG) - ARLINGTON, VA

August 2006 - May 2008

Sr. Customer Relations and Usability Specialist

Defense Travel Management Office (DTMO) - Defense Travel System (DTS)

Project

. Joint Lead and SME for Usability and Functionality of the DTS software as

well as assisting current users with questions, concerns, and

recommendations for system improvements

. Co-Chaired the DoD approval board for new system enhancements

. Provided consultative expertise for system functionality and usability

enhancements Usability of the DTS for the DoD

. Developed Change Requests (CRs) and functional requirements of future DTS

enhancements

. Member of the DTMO DTS SME Team to support DTS users worldwide with

usability, functionality, overall travel support, and software problem

resolution

. Assisted with the implementation and customer support aspects of DTS at

the Pentagon

ELECTRONIC DATA SYSTEMS (EDS) - CHANTILLY, VA

August 2005 - July 2006

Project Lead - Implementation Services and Configuration Support

FedTraveler.com Project

. Implementation and Business Process Lead of the E-Gov Travel Service for

the Federal Government; specifically the Department of Veteran Affairs

(VA)

. In charge of improving and developing agency business rules and new

business processes for eTravel, as well as provided consultative expertise

and analysis to adapt the product to the clients' new and existing

business processes and requirements

. In charge of coordinating and tracking schedules, deadlines, training

activities, and other essential Implementation Tasks using Microsoft

Project to achieve a successful implementation for the VA

. Team Lead for data and system configuration setup across all

FedTraveler.com environments

. Member of the EDS SME Team for internal and external system testing such

as New Release Testing, User Acceptance Testing (UAT), and Independent

Verification and Validation (IV&V)

NORTHROP GRUMMAN CORPORATION - FAIRFAX, VA

January 2004 - July 2005

System Administrator

DTS Project

. Lead for TRX (travel reservation engine) system maintenance and

hardware/software upgrades

. Highly involved in developing business processes and impact assessments

for travel reservation system

. Technical operations liaison to customers for day-to-day issues and

resolutions

. Responsible for data validation, transfer, and business process

consulting to streamline new methodologies and software tools DoD Travel

Production, Training, and Test environments

. High degree of technical and business troubleshooting experience for

software applications

. Experienced in metrics reporting and analysis

NORTHROP GRUMMAN CORPORATION - FAIRFAX, VA

July 2002 - December 2004

Project Lead - Implementation

DTS Project

. Managed teams of military and contractor personnel to implement and setup

business processes, workflows, and profiles for 50,000 DoD users at 10+

installations and agencies

. Expert in software deployment, onsite customer support, and ad hoc

training for all of DoD

. Stood up and trained Wright Patterson AFB Help Desk on industry best

practices and DoD travel policy to support 12,000+ end users

. Team Lead for 20+ deployed implementation specialists for DTS

. Instructor for DoD personnel on software implementation processes and

procedures as well as providing demonstrations on system functionality and

internal trainer for new Implementation Specialists

. Carried out briefings to DoD Service & Agency Leadership

. Responsible for updating reference and training materials as well as

formal presentations and briefing to DoD services and agencies

BB&T BANK - RESTON, VA

December 2001 - June 2002

Customer Service Manager and Relationship Banker

. Managed branch Customer Service activities and issues

. Responsible for branch operations as well as maintaining and developing

client relations

. Point of contact for new clients and as well as maintaining and expanding

existing account relationships

. High level profiling for new business for investments, loans, and debt

consolidation

EDUCATION

B.S. Decision Sciences and Management Information Systems (DMIS) - George

Mason University, 2001

CERTIFICATIONS

. Project Management Professional (PMP), 2013

. Information Technology Infrastructure Library (ITIL), 2009

. Certified Administrator for IBM Rational ClearQuest v7.1, 2008

. Enterprise Architecture (EA) DODAF 1.5 & 2.0, 2010

SECURITY CLEARENCE

DOD SECRET - Active

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