Manager Quality Assurance

FELICIA JONES

*********@*****.***

Mobile: 240-***-****

AREAS OF EXPERTISE

Client Relationship . Vendor Management . Project Management . Training

. Telecommunications .

End User Support Services . Requirements Analysis . Government Relations

. Managed Services .

Strategic Account Management . Business Development . Contract

Negotiations

PROFESSIONAL SUMMARY

Senior IT Client Manager with experience facilitating the transformation

of mission critical accounts by leveraging technology assets to support

organization's goals. Effective in communicating with broadly diverse

audiences at all levels across multiple industries to include Non-

Profit, Government, Telecommunications and Integrated Service Providers.

PROFESSIONAL EXPERIENCE

AARP, Washington, DC

Aug 2012 - present

Client Engagement Manager / Business Analyst

Manage client satisfaction, project delivery, and business consulting

services, client engagement, IT team integration and portfolio

management services for internal AARP clients, including Research,

Membership, Multi-cultural Markets and Public Policy groups.

. Manage all client engagement activities and customer satisfaction for

internal client group, including capital planning, solution

discovery, and end-to-end technology project delivery for a $3M

project portfolio.

. Increased business group's visibility into IT projects, partnered

with key stakeholders to prioritize work, supported the rollout of a

streamlined IT delivery process, and established regular business

stakeholder review meetings for validation of priorities.

. Provided direct supervision for staff and contractors executing all

phases of technology projects, including Business Analysis,

Requirements Definition, Solution Assessment and Quality Assurance.

. Aligned annual IT capital plan to business strategic objectives,

defined key business initiatives, supported business case development

and scoring methodology to prioritize proposed activities.

. Collaborated with business clients and cross-domain technology

resources to deliver seamless, high-quality technology solutions and

leverage existing portfolio applications resulting in faster demand

response times and reduced Total Cost of Ownership.

. Served as AARP business and communications lead in successful multi-

location upgrade of 3,500 devices to Windows 7 and Office 2010.

Conducted customer satisfaction follow-up services, managed customer

software and

. Hardware inventory, directed customer change management activities.

. Developed alternative solutions that leveraged existing resources and

services for unfunded capital projects..

DELL Federal Services Group, Washington, DC

Oct. 2010 - Aug. 2012

Lead Senior Client Advocate / Technical Services Advisor

Provided leadership and technical expertise for organizational alignment

with Enterprise strategic and operational goals for the Department Of

Education, Office of the Chief Information Officer. Analyzed viability

of contractor-owned/contractor operated (COCO) technology model for

potential adaptation across multiple government agencies.

. Managed team of Client Advocates and directed the activities of desktop

hardware and software support for 4,200 end users in the Department of

Education.

. Served as customer lead and managed communications in successful

multi-location upgrade of 4,200 devices to Windows 7, Microsoft

Office, Microsoft Exchange and Email Xtender.

. Served as escalation point for unresolved OPAS issues and requests in

accordance with contractual operating procedures and ensured

adherence to agreed-upon service level agreements. Documented

Standard Operating Procedures for contract requirements.

. Partnered with government counterpart to manage risks and develop

mitigation strategies to address customer implementation and end user

support issues.

. With move to Cloud storage, ensured that technical solutions were

consistent and complementary with business objectives and long-range

strategic and operational planning

. Provided consulting services on Section 508(c) compliance, Security

Vulnerability Testing, Change Advisory Board and Enterprise Review Board,

and Service Management.

. Analyzed business landscape for business development opportunities and

successfully secured over $500k in additional revenues.

. Monitored Principal Offices Service Desk Tickets, and proactively

intervened on high-priority, mission critical or unique requests.

Assembled teams to address service issue trends.

BEALE, Inc., Washington, DC

Jun. 2006 - Mar. 2009

Director of Client Services

Responsible for the overall success and delivery of logistic support

services contract, ensuring program logistics milestones were delivered and

activities met contract scope.

. Provided oversight for the tracking of all contractual, tasks orders

and subcontract vendor agreements, operations and special request

deliverables for the Department of Health. Managed a budget of $1.5 M

annually on a firm fixed price contract.

Managed and directed the activities of 12 logistical support staff and

subcontractors to ensure task order compliance and budgetary tracking

and adherence. Provided management oversight to project teams on

creating project plans, schedules, and artifacts for healthcare data

analytics projects.

. Provided recommendations to enhance client satisfaction, improve value

proposition, and determine ways to better address clients' evolving

operational and strategic needs.

. Managed Department of Health leadership team to develop set of program

priorities for regular monthly and annual program meetings.

. Responsible for the creation of the annual Mayoral Council on HIV/AIDS

report and create training documentation for presentation and review

by stakeholders and Congress.

. Procured resources to support the Mayoral Council's missions on

obtaining federal grant funding and the coordination activities of the

Planning Council's tasks which included interview focus groups,

community forums and survey activities.

Introduced innovative tracking program to effectively manage reimbursements

that supported the goals of fraud reduction on the contract, resulting in

savings of $10k annually.

CARFAX, Inc., Fairfax, VA Apr. 2004

- Jun 2006

Government Relations Manager

Apr. 2005 - Jun 2005

Responsible for being a results oriented advocate to develop execute and

manage strategic government affairs issues on behalf of the company.

. Assisted in the development of state action plans. Determined with

leadership team the most effective course of action to place CARFAX

advocates before national organizations to support company issues.

. Analyzed and tracked targeted state legislation regarding privacy

information of accident data, while working with congressional

representatives to limit data restrictions.

. Provided presentations on the company's programs at workshops and

conferences, and provided information to Congressional staffers,

federal agencies, and private sector companies about the organizations

core capabilities in data information and integrity regarding state

and local government accident information.

. Responsible for ensuring organization access to fair pricing of all

data records from public sources. Identified and negotiated

agreements with potential public sector data sources.

. Assessed and tracked vulnerability at every level of government in the

U.S., including legislative threats and implemented strategies to

resolve.

. Monitored Congressional initiatives relevant to the company and

assisted in analyzing impact on company's business objectives and

advocating positions on those issues.

. Interacted with all levels of management to develop objectives and

strategies within the legal, communications and marketing groups to

support the company's position on accident data at the state level.

. Responsible for completing the successful attainment of data from

states and municipalities to complete the company's national landscape

within the U.S.

Partner Development Manager Apr. 2004

- Apr. 2005

Responsible for implementing partnership programs with Strategic

Consumer and Industry Partners that created new streams of revenue.

. Performed market analysis to evaluate the potential and practicality

of partner relationships.

. Managed the process of press releases and articles being published

in the Partners Newsletters and magazines. Obtained the highest

reprint rate of the company's articles in Partners newsletters and

magazines, thus creating additional visibility for the company and

additional revenue opportunities.

. Selected to work with marketing communications to participate in

spokesperson's training for television.

. Influenced and orchestrated the successful launch of a new data

product that increased department revenue by fifty percent.

. Analyzed spend and recommended reallocation of sponsorship dollars to

better align with company's financial goals for growth.

American Association of Motor Vehicle Administrators, Arlington, VA Feb.

2003 - Feb. 2004

Director of Business Development

Developed and implemented strategies and marketing initiatives for a non-

profit organization striving to develop model programs in motor vehicle

administration, law enforcement and highway safety and senior driver

safety programs.

. Managed competitive procurement process to procure contracts

compatible with association's business practice.

. Presented new business development initiatives to the Board for

approval.

. Developed sponsorship program and led roundtable discussions to

generate additional revenue with vendors.

. Analyzed organization's product offerings and made recommendations

that led to additional annual revenue.

. Negotiated contract for new program partnerships with NASCAR and Ford.

. Implemented AAMVA's first online Web store and worked with IT team to

set product implementation launch.

. Managed project milestones, and deliverables to ensure success in

meeting established launch dates.

TMNG Technologies, Inc., Lanham, MD Nov. 2000

- Nov. 2001

Business Development Manager

Responsibilities included developing new business accounts for this

technology staff augmentation firm.

. Sold staff augmentation and consulting services to the

telecommunications industry, including network design, engineering,

network management, project management, software development, and risk

management.

. Developed sales strategy to penetrate independent Telco market and

developed business in non-traditional market segments.

. Consistently met and exceeded revenue targets, resulting in $1M in

additional revenue from non-traditional markets.

Universal Access, Inc., Vienna, VA Jan.

2000 - Nov. 2000

Client Services Account Manager

Responsibilities included developing a close relationship with C-Suite

level premier clients in the wholesale arena and selling bandwidth and

network consulting services to Fortune 100 companies.

. Developed and implemented successful sales strategies for Broadband,

Wavelength, DS and OC level circuits and consulting services to

telecommunications market accounts.

. Managed the technical installation of circuit delivery, on-site

support pre and post implementation, to include testing, circuit cut-

over, and quality assurance.

. First level escalation manager for design and fault tolerance.

. Trained clients on web based ordering system.

. Coordinated contract modifications for MSA agreements and ensured

SLA's were met.

. Consistently met and exceed revenue targets by 100% on assigned

accounts.

EDUCATION / CERTIFICATIONS/CLEARANCES

Bachelor of Science, Information Systems Management

May 1995

University of Maryland University College, Adelphi, MD

Telecommunications Certificate Program

The George Washington University

ITIL Certified, IT Infrastructure Library, v.3 Foundations

May 2012

PMP Certification (In Progress)

Expected Mar2014

Global knowledge

Public Trust 6c Oct

2010

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