Mr. Shannon Ray Holland

*** ***** ***** ****

Texarkana, TX 75501

214-***-****

ad4nra@r.postjobfree.com

CAREER SUMMARY

Excellent professional track record for a variety of positions held in information technology, project and program management. Proven ability to lead and train successful technical employee teams while directing major projects through the life cycle phases to completion. A forward thinker with a vast knowledge base working in the military environment while managing logistics and personnel. A performance driven leader with expertise in project/program management, process improvement, system upgrades, and contract management. Recognized as a highly effective strategic planner and problem solver with strong communication and client support skills. Hold both PMP (since 2006 –active and in good standing) and ITIL Vs3 Foundations certifications.

Strengths:

* Prog/Proj Management * Contract Management * Problem Management

* User Training & Support * IT Program Management * Project Turnarounds

* Technology Development * Team Leadership * Inventory Control

*Process and procedures development and improvement/Risk Mitigation

.

PROFESSIONAL EXPERIENCE

Extensive Leadership skills in managing both operations and projects. Manage direct reports and contractors, time lines and budgets. Working with and leading cross team teams.

Build best practices and performance improvement of process and employees.

Accomplished technical professional skilled in building customer rapport, troubleshooting, and problem resolution.

Excellent verbal and written communication skills, ensuring the highest level of client service and relationship management.

Extensive experience in a variety of desktop technology environments, operating systems, and PC applications including Microsoft Outlook, Office, Project Manager, and Exchange.

Work History

Nov 2023 – Present

Lowe’s (Part time)

Sales Associate

Provide customer support on product needs for their projects

Stocking shelves and maintaining safe work environment

Received 2 “Star Awards” for exceptional work

Jan 2022 – Mar 2023

Black Box (Plano, TX)

PMO PM Manager - Remote

Tools: Smartsheets, ServiceNow; MS Project; Tableau (BI); SAP (DW)

Methods: Agile, Hybrid

Customers/Projects: Infrastructure, healthcare, hospitality, telecom, network, retail, and cloud

Led a diverse remote team of 8 Project Managers/Project Coordinators managing both network and infrastructure/connected building projects.

Lead and manage project risk and mitigations; developing solution to mitigate issues and maintain a project timeline. Develop and monitor RAID Log for customers and projects.

Oversaw a portfolio of up to 300 projects with a monthly revenue of 1.2 million and maintained an average of 30% margin.

Support to AR and AP - helping both invoicing of customer and payments to subcontractors.

Provided pre-sales support to develop bids/SOWs; helping minimize internal and external change orders.

oAssisted in winning new top 100 customers with expectation of year 1 - $850k and up to $8.5 mil in year 2 of new cabling projects.

Provided weekly/monthly executive reporting and customer facing reports: Current status; program and project financial; product planning to delivery; road map planning; and forecasting.

Mentor and train Jr project managers and coordinators; maintaining 100% of company required training for team

June 2021 – Jan 2022

AcTalent/Amazon (Greenville, SC) - Contractor

Program Manager - Remote

Tools: Smartsheets

Methods: Agile/Scrum

Customer/Projects: HR

Consultant on internal programs and projects for both North America and Europe

Develop project charters on Human resource risk and compliance proposed projects/programs

Assisted the development, implementation, maintenance, and continuous improvement of the QA Compliance program

Support to process improvement. Driving continuous process improvement for processes related to risk and compliance, using lean methodologies

Identify and quantify Risks and Opportunities (R&O) to the business for short and long-term processes. Provide analytical insights, bridge variances from plan, and communicate business risks and opportunities. Perform virtual and physical deep-dives to find the root causes behind variances of key parameters over a given time-period, as well as provide recommendations to pursue corrective action.

Teamed with User Acceptance group to test and develop in house built onboarding teams. Tested and reviewed process and tools to identify errors for quick return on investment and bring near perfection process.

Jan 2020 – May 2021

Continuant, Inc (Fife, WA)

Microsoft Teams Program Manager/Sr Project Manager - Remote

Tools: ServiceNow, MSTeams, Smartsheets

Methods: Agile, Waterfall, Hybrid

Customer/Projects: SLED, telecom, infrastructure, BI, DW (Azure), AV, retail, Avaya, Cisco, and network

Manage diverse role team of more than 30 members: Project Managers, Account Managers, Accounting and Finance, Solution architects, Design and implementation engineers, Audio visual engineers, training, and procurement to deliver and develop Microsoft Teams and other projects

Oversee more than 15 projects valued at more than $20 million in revenue and 50% GP

oSuccessful completion of Microsoft Team to many customers from different platforms (Ex: Cisco to Microsoft teams; Cisco WebEx integration and migration; Cisco Jabber to MS Teams)

Provide weekly executive reporting and customer facing reports: Current status; program and project financial; product planning to delivery; road map planning; and forecasting

Lead and manage project risk and mitigations; developing solution to mitigate issues and maintain a project timeline. Develop and monitor RAID Log for customers and projects.

Develop and improve on processes for both improved delivery and team training

Mentor and train Jr project managers and coordinators

Write contracts for subcontracts

Validate accuracy of Statements of Work (SOW) and Purchase Orders (PO)

Maintain monthly reporting of revenue and project status

Manage agreements with Vendors and end customers

Handle both invoicing of customer and payments to subcontractors

Apr 2018 – Jan 2020

Zones, Inc (Auburn, WA)

Program Manager/Sr Project Manager - Remote

Tools: Internal built project app, smartsheets, googlesheets; SAP

Methods: Agile, Waterfall, Hybrid

Customer/Projects: retail, telecom, network, infrastructure, Avaya, Cisco,

Managed multiple $100k projects

Lead Program/Project for 2 major Retail Customers

oInternational procurement and product delivery for on time delivery and planning

o99% success rate of on-time delivery from procurement, packaging, shipping, to customer receiving of product

oBuilt detailed schedule of product delivery

oDetailed testing, planning, and delivery of new IT product (HW and SW)

oWorked with international teams to provide a successful project delivery

Lead and manage project risk and mitigations; developing solution to mitigate issues and maintain a project timeline. Develop and monitor RAID Log for customers and projects.

Held several per week weekly meetings providing detailed to-date reporting and future forecasting of programs and project budget.

oCustomer facing budget

oInternal cost vs price to maintain planned gross profit (GP)

Validate accuracy of Statements of Work (SOW) and Purchase Orders (PO)

Maintain monthly reporting of revenue and project status

Manage agreements with Vendors and end customers

Jul 2017 – Apr 2018

Thin Technologies (Spokane, WA)( Contract)

Director of Business Development – Remote

Tools: MSProject, Salesforce, Smartsheets

Methods: Agile, waterfall, and hybrid

Customer/Projects: Infrastructure, healthcare, hospitality, telecom, network, retail, cloud, AV, Nutanix, Avaya, Cisco, and NetApp

Lead and manage project risk and mitigations; developing solution to mitigate issues and maintain a project timeline. Develop and monitor RAID Log for customers and projects.

Maintain day to day operation of business development section; providing weekly P&L reports and monthly forecast

Build annual company and division sales goals

Develop new business relationships and maintain high level of service delivery and satisfaction

Accountable for service delivery of multi-level projects

Liaison between customer, end customer, and resource providing reporting to all level key stakeholders

Provide Project Management as a Service (PMaaS)

Manage, source, screen, and coordinate functions of practice consultants

Recruitment of new vendor contractors and consultants

Jul 2016 – Jun 2017

ClearFocus Technologies – (Leesburg, VA) - Contractor

Director of Commercial Services Practice - Remote

Tools: autotask, smartsheets, MS Project

Methods: Agile, waterfall, and hybrid

Customer/Projects: Infrastructure, healthcare, hospitality, telecom, network, retail, cloud, Avaya, Cisco, and NetApp

Lead and manage project risk and mitigations; developing solution to mitigate issues and maintain a project timeline. Develop and monitor RAID Log for customers and projects.

Maintain day to day operation of commercial division; providing weekly P&L reports and monthly forecast

Build annual company and division sales goals

Develop new business relationships and maintain high level of service delivery and satisfaction

Accountable for service delivery of multi-level projects

Liaison between customer, end customer, and resource providing reporting to all level key stakeholders

Manage, source, screen, and coordinate functions of practice consultants

Jun 2013 – Jun 2016

SBS (Strategic Business Systems – SBSPlanet.com)- Reston, VA

PMO Manager - Remote

Tools: autotask, smartsheets, ServiceNow

Methods: Agile, waterfall, and hybrid

Customer/Projects: Infrastructure, healthcare, hospitality, telecom, network, retail, cloud, AV, SAP, MS Azure, Nutanix, Avaya, Cisco, and NetApp

Established policies and procedure for new PMO

Oversee average of 180 project monthly along with managing average of 60 projects per month

Provided growth of PMO from $2 million annual revenue to $5.5 million in annual revenue through better business process and increased customer satisfaction

Created training documents for customized projects

Mentor and train Jr project managers and coordinators

Write contracts for subcontracts

Validate accuracy of Statements of Work (SOW) and Purchase Orders (PO)

Maintain monthly reporting of revenue and project status

Lead and manage project risk and mitigations; developing solution to mitigate issues and maintain a project timeline. Develop and monitor RAID Log for customers and projects.

Manage agreements with Vendors and end customers

Handled both invoicing of customer and payments to subcontractors

Helped to establish new customers to increase new project opportunities and increase revenue

Successfully managed 100+ projects

oNetApp hardware and software deployments including controllers, head swaps, upgrades, disk shelf capacity expansions (in both 7-mode and cluster mode (cDOT) environments)

oData center moves

Managed multiple cDOT deployments and 7-mode to cDOT migrations for various NetApp public sector customers.

Feb 2012 – May 2013

Radiant Systems (South Plainfield, NJ) - Contractor

Sr Project Manager – Dallas, TX

Manage multiple infrastructure/telecom projects: (Cisco router refresh, Ethernet Migration, Genesys platform server redesign/reporting and performance Database upgrade, wireless upgrades/surveys, VPN infrastructure upgrade, and High Availability Extranet Upgrade.

Tools: ServiceNow

Methods: Agile, waterfall, and hybrid

Customer/Projects: airline

Plan and schedule with multi-venders to build project plans and implementation plans for sites across US, Canada, and South America

Develop and report on weekly and monthly project status of progress and milestones

Completed Cisco router refresh project ahead of schedule with 99.7% success rate

Work directly with engineers and technicians on planning and actual work delivery

Prepare and deliver risk analysis, architecture designs, technical designs, quote request for hardware and labor of projects

Lead and manage project risk and mitigations; developing solution to mitigate issues and maintain a project timeline. Develop and monitor RAID Log for customers and projects.

Aug 2007 – Oct. 2011

HCL America/CapgeminiEnergy, Dallas, TX

Service Delivery Manager

Directly managed 44 employees and up to 15 contractors across 6 sections (deskside support, site technology coordinators, depot/logistics, messaging, imaging/SMS/SCCM, and access management) for corporate and 3 division of client with 10, 000 plus employees. Tools: Remedy

Oversee problem management for one division of client

Developed customer satisfaction survey based off random ticket resolution; Service Level Agreement (SLA) set for best practice to create metrics, better customer services, and technician performances

Based off technician, customer feedback, client desires, and business analysis design better process or implement new technology to meet needs

Daily, weekly, and monthly reporting to customer on metrics and SLAs explaining found issues or areas for improvement setting new guidelines, permanent fixes, or develop and new or better process

Developed and mentor technicians creating better moral and process driven technicians saving time and money for company and client

Oversee EUC team for SAP upgrade and server change out. Provide support, testing, and troubleshooting for project as team leader

Led team development to get 70% of teams ITIL certified creating a unified understanding of best practices and customer/company/employee driven success

Developed Performance Improvement Plan (PIP) for employees that was received well by company and is now being used company wide

Setup, trouble shoot, and connection of all types of mobile devices to PCs and exchange servers

Provide project planning, coordination, and project oversight of employees, timelines, budgeting, change management, and project closures

Ongoing evaluation and appraisals of employees to include hiring and firing

Built training documents for employees and end users providing continuous service improvement

Provides day to day management of SLAs for responsible teams

Oversees and delivers contracted services according to contract SLAs by way of reporting, communication, marketing, and training; Met all SLAs and began developing ways to improve practices and processes

Manages technical teams to meet customer satisfaction while instructing in risk mitigation and methodologies

Efficiently manages company resources providing a forward-looking view for the operations of the client

Provided technical and administrative functions for a Windows-NT LAN based system

May 2007 – Jul 2007

Rent-A-Center (Retail) (Plano, TX) - Contractor

Sr Project Manager

Tools: MSProject

Methods: Agile, waterfall, and hybrid

Customer/Projects: Internal Network, infrastructure, and legal

Project Manager for multiple IT, business, and product projects ($100k+) for client in Retail Industry

Project build of new Point of Sales System (POS) with vendor

Lead of legal negotiation on new law in state to change retail store applications and documents

Manage complete life cycle of projects (helpdesk ticketing application and consolidation)

Resource management and business analyst support

Cost, schedule and issue management at customer site

Project schedule builds in Microsoft Project using Project Server

Jan 2007 –Apr 2007

Perot Systems (Plano, TX) - Contractor

Sr Project Manager - (healthcare)

Project Manager for Remote Access technology project for client in health care industry

Vendor selection on remote access security

Planning and build of implementation to be used in remaining project and different waves of new infrastructure rebuild to new client, user IDs built for remote Drs to remote into data center accessing patient data

Change management and scheduling for implementation, UAT accomplished

Resource management support

Cost, schedule and issue management at customer site

Mar 2001 – Dec 2006

US Military Contracts - Worldwide

Project Manager/Help Desk Manager/Configuration Manager

Contract Management support for $30 million plus contracts: EVM, PWS, SOW, RFQ, RFP

Resource management support for multiple projects

Procurement of select sellers (vendors)

Scheduling for workers to maintain 16 hours day /7 days a week call center help desk

Project development for implementing Remedy ticketing system across Southwest Asia (multiple call centers in support of 129,000 solders plus civilians

Budget and mange 500+ Satellite Tracking Systems (700K) for Southwest Asia

Schedule management at customer request for training and tech support

Administration on Pentium/Windows 2000/2003 Advanced Server.

Risk management planning for resources and system failures

Develop and present In-Transit Visibility related technical briefings.

Front line customer service Help Desk with responsibilities for immediately responding to, and resolving, as many work orders as possible.

Quality management planning of automated equipment to include information on proactive maintenance

Provided assistant support for transition of Education and Training center contract at Hanscom AFB from 15 military people to 10 contractors.

Managed broadcast schedule, equipment, and software manager program. Managed Hanscom Air Force Base Education website and section webmasters.

Jun 1993 – Apr 2001

United States Air Force

MTF Education and Training Program Manager/Supply Manager/Medic

Oversee, manage, and coordinate the activities of 15 section managers and 40 instructors located nationally

Annual budget planning for education program and maintained monthly procurement and budget for supplies

Weekly and monthly status report to Executive Leadership.

Schedule and prepare monthly brief for all new comers to hospital

Prepare and implement all hospital training for all hospital section

Maintain all hospital personnel records

Plan preparation for hospital inspection and Input to hospital safety plans

Planned proposal for new software and contract management team to reduce budget loss and increase employee participation in computerized education and training.

Emergency Response team schedule planner for 20+ employees

Team Lead for ATM integration for 250 drops with 99% success

Provided technical and administrative functions for a Windows-NT LAN based system running more than 60 terminals.

Training manager for all employees on computer usage and medical courses

Monthly schedule for 25 employees covering 24 hour support

EDUCATION:

Apr 2009, MBA from University of Phoenix ground school, (3.73 GPA)

Oct 2008, ITIL v3 Foundation Certification

Aug 2006, PMP Certification from PMI

Oct 2001, Bachelor of Science, Management and Information Technology, Daniel Webster College, (3.44 GPA)

May 2001, Associate of Applied Science, Allied Health Science, Community College of the Air Force

Mar 2002, Communications and Systems Operations Course, U.S. Air Force Training School

Apr 2000, Officer Basic Course for Staff Development (Teacher/Instructor Course), U.S. Air Force Training School

Nov 1996, Leadership and Management Class, U.S. Air Force Leadership School

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