Customer Service Manager
Resume:
Michael L. Stephens
Program Manager
** ****** ****, **********, ** 15237
*******.*****.********@*****.***
Program Management Project Coordination
Project manager with military and civilian supervisory experience seeking a management role in a fast paced and challenging work environment. Well-versed in organization management, budget execution, security operations, and risk analysis. Will bring operational expertise and leadership to all future roles.
Risk Analysis
Client Relations
Public Policy Development
Change Management
Business Development
Program Management
Facility Security
Visual and Predictive Analytics
National Security Strategy
Operations
Intelligence Analysis
Strategic Planning
Professional Experience
VEOLIA WATER NORTH AMERICA
Program Management Office Manager
July 2014 – Present
Supporting multiple clients
Currently managing three concurrent projects in the northeastern Ohio and northwestern Pennsylvania region.
Increased budget from $4 to $4.5 million a year by implementing various cost savings initiatives that resulted in savings for both the client and Veolia.
Delivered comprehensive organizational development plans to help multiple clients improve inefficiencies and operational effectiveness.
Delivered $8 million in cost savings for utility clients by developing and delivering change management processes.
Managed a team of 15 Veolia Subject Matter Experts in support water and waste water operations, maintenance, water quality, human resource, engineering, and customer service departments.
Partnered with senior leadership of various utilities to implement more than 27 process improvements and cost saving measures across the various departments within the utilities.
SYSTEMS PLANNING AND ANALYSIS, INC.
Military Operations Analyst
October 2013 – July 2014
Supporting the Department of the Navy
Developed, interpreted, and implemented strategic weapon security policy in support of the Department of the Navy, Strategic Systems Program.
Improved security procedures and capabilities at multiple Navy facilities through evaluation and testing of facility security protocols and procedures. Performed risk analysis and reported on effectiveness, compliance, and areas for improvement for these facilities.
Developed, tested, and evaluated potential risk management programs for implementation at secure Navy facilities.
Delivered reports to high level government civilian and military officials on contractor actions within their departments.
Conducted red team analysis of various physical security capabilities.
Lead Operations Analyst
November 2010 – October 2013
Supporting the Department of Homeland Security
Directed, formulated, and oversaw execution of daily functions and major projects at the National Biosurveillance Integration Center (NBIC). Led federal government clients to invest an additional $4 million into the program, increasing operating budget from $8 million to $12 million.
Managed a team of subject matter experts and advisors in support of the federal government. Assigned activities to experts within the center and presented situational analysis and emergency notifications to the White House, the Secretary of the Department of Homeland Security and additional federal agencies.
Implemented change management program. Operated $5 million North Carolina Bio-Preparedness (NCB-Prepared) IT project. Established and initiated framework for the program to enhance existing research efforts. Secured additional $3 million grant from the federal government to expand threat analysis program.
Served as program liaison to senior executive staff within the federal government. Provided personal support to leadership of twelve federal agencies including the White House. Kept key high-level officials abreast of DHS initiatives.
Associate Operations Analyst
February 2009 – November 2010
Supporting the Department of Homeland Security
Generated and delivered public health emergency biosurveillance reports to senior government officials – most notably on 2009 H1N1 influenza pandemic, 2010 BP-Deepwater Horizon Oil Spill and Middle Eastern Respiratory Virus (MERS-CoV) for the National Biosurveillance Integration Center (NBIC).
Authored Organizational Requirements Document (ORD) for the center, identifying all organizational needs, operational structure, and mission requirements in order for the center to perform its mission as identified in public law 110-53.
Updated and applied Continuity of Operations Plan (COOP) development, training, and exercises.
Revamped system requirements for IT tools designed to enhance NBIC’s operational capabilities. Established best practices and provides ongoing systems support for these new IT tools. Taught software training programs on new tools and evangelized best practices to ensure wide-spread adoption.
UNITED STATES ARMY
Infantry Officer
May 2007 – October 2008
International Student Training Detachment, Fort Benning, GA
Executive Officer
Supervised 800+ international military service personnel from more than 120 countries.
Analyzed and implemented short and long term training programs in coordination with numerous foreign nations and the U.S. Army Infantry School headquarters.
Administered training programs at Ft. Benning for various international personnel in conjunction with the mission of the Department of State.
Provided familiarization training to new students in order to introduce them to the U.S. and help them understand operations of our unit and the local community.
Guaranteed that all foreign soldiers were properly trained, outfitted, and prepared for their respective school achieving an 86% graduation rate.
Improved supply system to better monitor issued equipment allowing for 100% accountability of all equipment issued to visiting soldiers.
Education
The United States Military Academy
Graduated May, 2007
B.S. Environmental Science
Environmental Engineering Track
West Point, NY
Additional Information
Security Clearance: Previously held Top Secret Clearance, DHS Suitability
Operating Systems: Windows
Software: Microsoft Access, SharePoint Administration, Project, Visio, PowerPoint, ArcGIS suite, M3, Minerva, IN-SPIRE, e-Builder.
Organizations
West Point Associates of Graduates National and Western PA Chapter; Wounded Warrior Mentor Program; Ducks Unlimited; International Mountain Bike Association; Chesapeake Bay Foundation; Theodore Roosevelt Conservation Partnership; Military Officers Association of America.
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