Program Management Information Technology
Resume:
Mr. Shannon Ray Holland
Texarkana, TX 75501
**********@***.***
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
Contact this candidate