IT Agile Coach, IT Agile Project Manager, PMP, SA, SSM

Michele A. Hamlin, PMP, SA, SSM

*** *. ****** ******, *********, MD 21231

240-***-**** *************@*****.***

http://www.linkedin.com/in/michelehamlin

EXPERTISE

Agile IT Project Manager, Agile Coach, Scrum Master, CMMI

Training Management, Development & Delivery, Learning/Content Management

Section 508 Compliance & Accessibility

Security Governance/Cybersecurity/Cyber Intelligence & Information Technology

Federal, State & Local Government (Health/Human Services, Military)

Healthcare (Insurance & Medical) & Educational Organizations

CERTIFICATIONS

Certified Project Management Professional (PMP) ID# 2755704

Certified SAFe Agilist (SA 4.6) ID# 764*****-****

Certified SAFe Scrum Master (SSM 4.6) ID# 229*****-****

Certified Section 508 Accessibility Federal Tester (in progress)

TRAINING

CERTIFICATES

IIBA Certified Business Analyst Professional (CBAP) Training Completed (2008)

Certified Professional in Learning & Performance Professional (CPLP) Exam Passed (2011)

SEI Capability Maturity Model Integration (CMMI) (Staged & Continuous) Training (2007)

SEI CMMI GAP, Levels, SCAMPI Assessment Training (2008)

Various Cyber Security, Security Governance, HIPAA-related trainings & certificates (1999-present)

CLEARANCE

Secret

EDUCATION

University of Notre Dame, South Bend, IN - BA, English & French (1998)

L’Université Catholique de l'Ouest, Angers, France – CIDEF Certificate (1996)

Scholarships: Brother Kearnan Merit, Richard & Maureen Welch Award, Notre Dame Club of Maryland Merit

ASSOCIATIONS

Current: Project Management Institute (PMI), Scaled Agile SAFe, Notre Dame Alumni Club of Maryland, University of Notre Dame Alumni Club, American Mensa (Former: American Society for Training & Development, eLearning Guild)

ORGANIZATIONS & MAJOR CLIENTS

Federal Health & Human Services Agencies: Centers for Medicare & Medicaid Svcs (CMS), US Navy Bureau of Medicine & Surgery (BUMED), US Dept of Health & Human Services (HHS) (various agencies)

Maryland State & Local Health & Human Services: Dept of Human Svcs (DHS), Dept of Health (MDH), Dept of Disability (MDoD), Dept of IT (DoIT), Baltimore County.

Healthcare Insurance & Medical: Carefirst, Becton-Dickenson, Kaiser Permanente, Johns Hopkins Medical Systems, Doctors Hospital, EuropAssistance, United Cerebral Palsy

Federal Military & Other Agencies: DOD (US Air Force, Army, Navy, WHS), NASA

06/2019 – present

Attain, LLC

Management Consultant

Internal Assignments

Provide client support; support strategic bus dev activities, proposals, process improvement.

Client Assignments

MD Dept of Health & Human Services (DHS), MD THINK Program, Linthicum, MD

Agile IT Project Manager & Agile Coach

MD THINK Program: The first program of its kind in the nation, Maryland’s Total Human-services Integrated Network (MD THINK) is a cloud-based shared platform that modernizes and integrates the state’s multiple health and human services programs and applications to deliver vital services to Maryland’s most vulnerable citizens. MD THINK removes siloed functions, minimizes redundant data collection, maintains data integrity, and avoids duplication, for a cleaner consumer database for all applications. By streamlining common data and sunsetting legacy systems, case workers access one system for everything. Enhanced data modeling and master data management further increase data accuracy, ensuring security protocol compliance to government regulations and policies.

Special Assistant/Project Manager to Chief Technology Officer, DHS, leading the MD THINK Program

oReporting directly to the DHS CTO who is leading MD THINK program to providing support for reporting, metrics, project management, dashboards, agile and PM process and other governance/reviews/audits.

oCompose and provide support for major communications, presentations and interview talking points for the CTO, Deputy Secretary, Operations and other upper leadership. (2021)

oProvide Project Management and Reporting/Dashboards for the entire MD THINK Program and each specific project/product, especially Enrollment and Eligibility pilot activities and communications.

oProvide project management support to the Defect Management Team to improve processes, policies and system tools. Respond and action feedback from stakeholders and audit findings. Provide communications and reporting/dashboards. Improve lifecycle tools using JIRA and provide training and process guidance to stakeholders. Work with multiple team leads to improve reporting and streamline processes with tickets, type identification, resource allocation, etc. (2021)

oProvide project management support to the Security Governance Team, directly from Deputy CISO, supporting IRA and SSA Audits and other auding groups. Support overall Security Policies and efforts to DHS and MD THINK SecGov teams. Roll-out a full SecGov Audit Lifecycle JIRA Tool solution, building out tickets, project and dashboarding for Security Incidents, Audits, Devices, Policies, Training, etc. (2021)

oCoordinate with new PMO Director on PMO initiatives such as project support, reporting/dashboards, V1 and JIRA ALMs, Risk Management, Agile coaching and Training deliverables, etc.

Worked with the following agencies, stakeholders, caseworkers, vendors and users:

oMD Department of Human Services (DHS); Department of Information Technology (DoIT), Department of Juvenile Services (DJS), Maryland Health Benefit Exchange (MHBE), Maryland Department of Health (MDH), Federal Partners, third-parties/care-based organizations (CBO)

MD THINK System & Application Deployments (2017-2022)

oDeployed: Eligibility & Enrollment (E&E) Long-Term Care (LTC) (2018), Child Juvenile & Adult management Services (CJAMS) Child Welfare (CW) [+IV-E(1)] (2021), CJAMS Adult Services (AS) (2021), CJAMS Provider Portal (2021), Maryland Health Benefit Exchange (MHBE) – HBX (2019), Maryland Office of Refugees & Asylees (MORA) (2017, enhancements 2021)

oIn pilot (2021): E&E Consumer Portal & Worker Portal (2021)

oIn progress (2021): CJAMS Juvenile Services (JS), Child Support Management System (CSMS) Worker & Consumer Portals

Agile IT Project Management & Coaching

oProvide Governance & Coaching on Agile methodology/process, Project Management, PI & Sprint Planning/Closure activities. Project Manager for Enrollment & Eligibility Project (2019-21), Organizational Change Management Team (OCM) (2019-20) and CJAMS (2018-19), PMO Agile Reporting, Governance & Training Initiatives and HR Team (2018-2021), Defect Management Team (2021), Security Governance Team (2021).

oLed/supported scope management, requirements mgt and change mgt/control processes, schedule, resource mgt, budget/finance support, project deliverables acceptance, stakeholder engagement & collaboration, development/testing lifecycle PI planning and delivery efforts for all teams/vendors. Developed numerous guides, agreements, standards, processes and lists/reference spreadsheets to organized teams better and align with RVP/MVP, SLAs and assess/improve performance and delivery.

oManaged Risks, Issues and Dependencies activities, including capture in tools for reporting/monitoring & control, mitigation/corrective action plan development and execution, escalation point of contact and facilitator.

oProvide Agile PM support/guidance to all program trains, team members, stakeholders (state agencies, federal), leadership, state/fed compliance, security compliance. Assist IV&V & Auditors with assessments/audits and responses to PARs and led/supported initiatives for process improvement and refinements.

oDevelop/support MD THINK program-level support for enterprise-wide and train/team-specific reporting, metrics, agile activities mgt, Scrum support, tools admin. Development of RVP/MVP dashboarding, data analytics, research on scope/requirements mgt, traceability.

oProvide agile and project/team coaching as servant leader/scrum master to improve team collaboration, stakeholder engagement and better working practices, resource management and delivery.

oDeveloped & Delivered coaching and related training materials, process and SOP documentation, training/job aids, presentations and eLearning for various system tools (VersionOne, JIRA, etc.), agile methodology and project management processes, policies, tools and best practices.

oCJAMS Project Manager (2018-2019) supporting activities - PMO Agile Reporting, VersionOne Agile Lifecycle Management Tool setup, Governance & Training Initiatives, including vendors management and cross-team facilitation (Development, Data, Infrastructure, Testing, Change/configuration management, training, etc.)

HR Team, Security Governance Liaison & Training/Process Development

oDeveloped and Launched a new JIRA project, support tickets process with HR Team Leads. Worked directly with JIRA administrator to develop comprehensive dashboards for lifecycle and closure management, device/shipping tracking, creating a resource database of all new hires and their core information and device information in preparation for future audits, security reviews and leadership status requests. (2020-2021)

oTrained and transitioned VersionOne Administration to new administrator and provided governance on JIRA to Agile coaches/HR Manager and Team leads.

oPMO Liaison and VersionOne Administrator for the MDT Program HR Team for time keeping/leave, resource/vendor mgt, on-/off-boarding, security governance support activities and audits including laptop and device security, system access security, cross-agency access/control, PII/PHI internal audits, authorization of travel, etc.

oProvided admin/technical support, managed source systems audits, reporting & compliance, process improvements (i.e. VersionOne Agile Lifecycle Mgt (ALM) tool, JIRA, Google Drive)

oDevelop SOP and training for those tools/processes and content management/service of those tools/documentation.

oLed initiatives to automate HR onboarding/offboarding and reassignment/change processes and documentation to JIRA as tickets and VersionOne for membership and asset tracking. Developed strategic plans, data modeling and tool formatting with administrators and team to ensuring scalability and support needed reports.

oDeveloped new required On/Offboard & Resource Management reporting and dashboards: timesheet completion and managerial approval per budget and federal/state requirements, vendor management, resources on/off board, resource changes.

oDeveloped & Delivered coaching and related training materials, process and SOP documentation, training/job aids, presentations and eLearning for various system tools (VersionOne, JIRA, etc.), agile methodology and project management processes, policies, tools and best practices.

oDevelop and execute process improvement and opportunities for efficiency and effectiveness, including automation of processes and data capture. Assisted in developing SLAs/EOE and realistic timelines for turnaround of secured devices, system access, training, etc. using system data and reports.

oLed meetings and initiatives to implement strategies and improved processes across multiple teams, departments and agencies.

Training Team Management & Section 508 Compliance

oProvided management support to the Organizational Change Management & Training team, including project management alignment, scope/schedule management.

oTrained team on Section 508 Compliance Requirements, provided and helped develop a program-level style guide for 508 compliance, testing plan and checklists.

oConducted testing, assessments and quality assurance for training materials (Word, PDF, eLearning/Captivate modules, Videos and other formats) as well as training service tools (Cornerstone Learning Management System & SCORM compliance, Content Management Systems).

oProvided guidance to project on Section 508 Compliance for tools/systems. Worked across agencies with Office of Chief Learning Officer (CLO), Department of IT (DoIT), MD Department of Disability, HUB LMS Administrators on joint-policies, Department of Communications, developers/testers, PMO, leadership and other teams to determine and develop governance, standards, testing and development processes.

06/2018 – 06/2019

Zillion Technologies

Consultant (moved to new contract with Attain)

Client Assignments

MD Dept of Health & Human Services (DHS), MD THINK Program, Linthicum, MD

Agile IT Project Manager

Same as above [when Zillion sub-contract termed, was onboarded to Attain, a prime contract vendor]

Project Manager for CJAMS (2018-19), PMO Agile Reporting, Governance & Training Initiatives, including vendors management and cross-team facilitation (Development, Data, Infrastructure, Testing, Change/configuration management, training, etc.)

10/2017 – 04/2018

CSRA (Eliassen)

Consultant

Client Assignment

Dept of Defense (DoD) Cyber Investigation Training Academy (DCITA, US Air Force), Linthicum, MD

IT Project Manager

Security Clearance: Secret

Managed major multi-million-dollar projects for Cyber Intelligence Training Programs, national and international, supporting IT development, maintenance and continuous improvement of military and training hardware, software and configurations of devices and systems for training courses, driving training projects to completion, while on schedule, within scope and budget.

Managed hardware, equipment and software/applications licensing purchases and procurement processes for all Information Management Organization (IMO) projects and coordinate with leadership, finance and procurement, vendor management.

Managed IT team members, sources and vendors, implementing and leveraged project management tools and processes, including improved trouble & defect ticketing, workflow, ownership designation and cross-training and communications processes to improve efficiency and effectiveness, collaboration.

Managed risk and issues/incidents and executed rigid change control via Jira and Confluence to ensure prompt delivery, configuration and support of IT initiatives and training course needs. Developed and managed contingency plans and orders to ensure back-ups and alternatives for various courses and hardware/software, based on market availability, schedule and budget. Develop on-going standardization of solutions, sources for primary & contingency solutions. Manage and stand-up a new change control board (CCB) and change management planning/processes.

Managed testing activities, scheduling, resources, logistics, contingency planning, demand management and change and coordinate with other departments and teams through effective communication, collaboration, meetings and documentation.

Assisted other project managers with supporting and consulting on resource management logistics including passport and foreign travel logistics.

Developed SOPs and training job aids to ensure existing and new staff aligned with proper process and policies, improving speed to delivery time, compliance and accuracy and overall team/project efficiency and effectiveness.

05/2016 – 07/2017

Axelon

Consultant

Client Assignment

Becton-Dickinson, Sparks, MD

IT Project Manager

Managed major multi-million-dollar projects for IT development, maintenance and continuous improvement to drive to completion, while on schedule, within scope and budget.

Implemented and leveraged project management tools and processes to improve efficiency and effectiveness, collaboration, risk and incident management and change control.

Managed testing activities, data load activities, planning and scheduling activities, demand management and change and coordinate with other departments and teams through effective communication, collaboration, meetings and documentation.

Managed and administrated several tools including SharePoint documentation management, project management tools and software and incident/change control software.

Post-project: Returned as trainer and coach, documenting additional existing processes and training resources and team members on cross-functional teams and systems to sustain maintenance activities and new releases.

02/2015 – 04/2016

Booz Allen Hamilton

Associate

Client Assignment

US Army, Aberdeen, MD

Process Improvement, Learning, Change Mgmt

Security Clearance: Secret

Developed and led learning strategy and instructional design efforts for various projects for the Army, including curriculum/course design/development, documentation/training materials, storyboarding, eLearning modules leveraging interactivity, gaming and simulation, learning management systems)

Contributed, collaborated and led change management activities including process improvement/business process re-engineering (BPR); change management, knowledge/content management system (CMS) migration/implementation/configuration/design and ILM principles and best practices, such as SharePoint; communications planning and development, technical writing/editing; Project/program Management; Resource planning/management/team building/organizational development, human capital.

Developed plans for and led/contributed to strategic communications and process improvement/change management implementations, to ensure organizational alignment, successful adoption and socialization, compliance and sustainment, working with executive leadership, project management, cross-department leadership and teams for analysis, approach, collaboration and best practices.

01/2015 – 02/2015

Lockheed Martin (Kforce) (Windsor Mill, MD)

Sr. Business Process Analyst, Training Consultant

Client Assignment

Centers for Medicare & Medicaid Services (CMS)

Training Program Assessment

Conducted Needs Assessment (NA) and proposed training program changes to improve engagement and focus for virtual and classroom training delivery and training materials design. Recommended a more comprehensive evaluation process leveraging the Kirkpatrick Model Levels 1-4 using an online, automated survey tool with more comprehensive questions.

Proposed training program be tied into and leverage helpdesk tickets and common problems to expose gaps and reach out users through forums and more customized training.

Proposed eLearning module development to provide role-based training and targeted, on-demand lessons for a remote workforce strapped for time.

Developed clearer training program goals and success metrics using project and client goals to define what success looks like and best approaches to achieve that success criteria.

06/2013 – 10/2014

QSSI

Education Services Lead

Client Assignment

Centers for Medicare & Medicaid Services (CMS), Baltimore, MD

Training Manager

Managed and developed training team (training coordination, scheduling, enrollment), ILT/VILT courses trainers, content ISDs developing documentation & WBTs, in support of technology training for large federal client. Provided process improvement, estimation of effort and work breakdown structures. Developed team members through mentorship, direct and cross-training, cross-functional/stretch opportunities and augmented/reallocated staff based on work priorities, skills/experience, deadlines.

Developed training program and plans for 2013 & 2014, including improvements, enhancements and implementation of more on-demand learning (WBT, V-ILT, ILT, gamification/e-learning) and business process re-engineering (BPR) including Statement of Work (SOW)/RFP/Requirements development/revisions.

Developed related training development processes and phases based on ADDIE model, using project management principles leveraging agile/iterative approach, adult learning principles, training industry standards, PMP principles and CMMI standards, including peer review/documentation management and leveraging SharePoint for content management. Assisted in the development of training materials and provide peer reviews, learning approach and quality standards and development guidance in their development.

Collaborated with colleagues and clients to strategize and improve learning, LMS and change management approach [LMS strategy, user experience (UX/UI), Section 508 & accessibility, SCORM compliance, process improvement, defect/issue/risk reporting, success metrics and performance evaluations.

Develop plans and lead communications and process improvement/change management implementations, to ensure organizational alignment, successful adoption and socialization, compliance and sustainment, working with executive leadership, project management, cross-department leadership and teams for analysis, approach, collaboration, best practices.

Provided leadership, guidance and training to team, staff and project members on Knowledge Management and ILM principles and best practices for both websites and WCM/ECM systems and SharePoint. Evolved and improved current processes and data storage by leveraging various SharePoint functionality for easy access, collaboration and reporting, including training and governance for Section 508/Accessibility compliance and CMMI audit readiness.

Developed EVM estimation of effort and Project Implementation Schedule for all Training-related activities, from classroom and webinar delivery to registration/scheduling to training documentation/wbt development.

Built comprehensive Train-the-Trainer Certification Program and internal infrastructure and manage related preparation and study efforts. Executed evaluation surveys, success metrics for training program, leveraging Kirkpatrick Model Levels 1-4.

Managed and developed reporting and represent training program at client meetings. Researched and Implemented LMS and assisted in change initiative for 2,000+ end users and administrators, including development and delivery of instructor-led training (ILT classes, VILT webinars), web-based training (WBT) [elearning, videos], and documentation [guides, manuals, PowerPoint and job aids.]

Contributed to and/or lead and developed communication plans, risk, quality, development/design and testing plans, SOWs, proposals and developed training plan and programs, including presentations to client.

Delivered regular status reporting and communications/presentations at monthly PMR and weekly client and management/project leadership meetings.

09/2012 – 06/2013

Marick Group

Sr. Training Specialist

Client Assignment

Department of Defense (DoD) Washington Headquarters Services (WHS), Baltimore, MD

Sr. Instructional Designer/Trainer, LMS Specialist

Security Clearance: Secret

Managed, developed and delivered training efforts for large federal clients during software releases/upgrades and BPR of SuccessFactors Plateau LMS and assisted in change initiative for end users (58,000) and administrations (400+), including development and delivery of instructor-led training (ILT classes, VILT webinars), web-based training (WBT) [elearning, videos], and documentation [guides, manuals, PowerPoint and job aids.

Developed training plans for 2012/2013 years (improvements, enhancements, implementation of on-demand learning (WBT, VILT, ILT, gamification/e-learning), BPR, using PM processes leveraging Agile/Iterative approach, including SOW/RFP development/revisions/contribution.

Collaborated with colleagues and clients to strategize and improve learning, LMS and change management approach [LMS strategy, user experience (UX/UI), accessibility (508)/SCORM, process improvement, defect/issue/risk reporting, success metrics and performance evaluations.

Developed plans and lead strategic communications, process improvement/change management, KM & ILM implementations and configuration, to ensure organizational alignment, successful adoption and socialization, compliance and sustainment, working with executive leadership, project management, cross-department leadership and teams for analysis, approach, collaboration and best practices.

11/2011 – 06/2012

Aquilent (Laurel, MD)

Sr. Learning Consultant, UX/Web Content Strategist

Client Assignment

Centers for Medicare & Medicaid Services, Baltimore, MD

Sr. Learning Consultant, UX/Web Content Strategist

Managed, developed and delivered all training efforts for a large federal client (HHS/CMS) software release and change initiative for all end users (300+), including instructor-led training (ILT, V-ILT), web-based training (WBT) [elearning, videos], and documentation [guides, manuals, powerpoint and quick reference job aids.] (scoring 4.9/5.0)

Developed training plan for 2012 year, including ILM standards, best practices, tool usage, security model, improvements, enhancements and implementation of more on-demand learning (WBT, V-ILT, ILT), BPR and SDLC, using PM processes leveraging agile/iterative approach including SOW/RFP development/revisions/contribution.

Collaborated on developing a knowledge management strategic through ILM & KM improvements through implementation of the Percussion CMS. Contributed to the overall web content strategy (CMS, WCM), information architecture (IA), user experience (UX/UI), accessibility (508), process improvement, defect/issue/risk reporting, security model. Developed strategy for & led/executed all learning & activities for robust training program.

08/2011 – 11/2011

Europ Assistance (Bethesda, MD)

Training Manager

Developed training plan for the year, including improvements, enhancements and implementation of more on-demand learning (WBT, V-ILT, ILT), using project management processes leveraging agile/iterative approach.

Developed/delivered new training curriculum, BPI, change management including Contributor for BC/DR Plans, process development, including Emergence Preparedness training.

Reduced CC Orientation training from 80+ days to 15 days with a 10-day transition/peer coaching program (Contributed to 15% lower turnover) on-going mentoring, QA, on-demand learning.

Contributed to lower customer complaints, less disciplinary actions, more customer compliments, faster call times and case closures with fewer defects (QA, closure and call board statistics.

Conducted Needs Analysis (NA), Root Cause Analysis (RCA) to determined training needs, issues and performance expectations and provided upward and lateral feedback to enhance collaboration and proactive approach to training and performance.

Led KM & ILM effort to facilitated cost savings by discontinuing outdated, unused technology/services; promoted cost-efficient CMS SharePoint, LMS, standard e-learning software, performance assessments/metrics, business goals.

Created HIPAA elearning game to teach/test on privacy, confidentiality, security, government requirements and real-world scenarios. Online Reporting tracked users and scores.

Supervised local/remote employees/contracting teleworkers personnel activities (hires, trains, rewards, motivates, disciplines, terminates, performance reviews, pay discussions, team member career development, coaching/mentoring) and vendor/consultant relationships.

2014, 2011, 2005/2006

Vision Technology

Consultant

Client Assignment

10/2014 and

05/2011-08/2011

T. Rowe Price, Ownings Mills, MD

Senior Business Process Analyst, Training Consultant, Global Business & IT

Designed, developed Enterprise Support framework, including development & implementation of two major CMS SharePoint Sites, ILM principles/processes, templates, process development and improvement, graphics and trainings, cross-dept/company meetings/facilitations/mediations.

Conducted Needs Assessment (NA) of current state structure and goals for new Enterprise Support team under GBS&T including analysis of existing materials.

Developed processes, procedures, storage, web content, documentation and training materials and designed solutions leveraging PMP, SDLC, Change Management, CPLP and CMMI standards.

Client Assignment

05/2005 – 03/2006

CareFirst of Maryland 05/2005 – 03/2006

Project Coordinator, PMO

Received VT Focus Award for Employee Excellence, 2005; Converted to CareFirst FT 03/2006 – 08/2008)

See CareFirst entry below for experience information

11/2010 – 03/2011

NAI Personnel

Consultant

Client Assignment

Kaiser Permanente, Silver Spring, MD

Sr. Instructional Designer

Developed training curriculum, documentation and delivery approach for new CRM application & telephony system deployment, workforce mgt app (WMA) for workflow processes for Mid-Atlantic region member services call ctr, and developed & implemented online training evaluation, surveys, and metrics; consulted and developed evaluation & improvement process.

Recommendation training approach, improvements, change management to develop training program, materials to decrease 90-day induction/orientation timeframe, implement coaching/mentoring, increase knowledge retention and reduce errors and complaints.

Developed SharePoint MOSS 2007 CS KM CMS Information Repository architecture; conducted NA of current CMS/LCMS to improve collaboration, on-demand training, accessibility/usability leveraging ILM principles.

Managed design, development, implementation, initial migration efforts of training/call center/health plan documentation to support multi-audience, roles, multi-regional site coordination for DR/BCP.

08/2008 – 11/2010

Systems Alliance (Hunt Valley, MD)

Training & Web Consultant

Q1 & Q2 2010 exceeded revenue goals 14%; July ‘10 revenue exceeded Q3 goal; daily classes delivered; Q3exceeded revenue goals +55%; YTD+Q4 projections exceed year goals over 50%; developed revenue/enrollment reporting & policies, pricing structure, invoices/quotes; increased profit margin 40%+ per student/course, minimized loss; mitigated risk.

Training delivery had 96%+ approval rating with numerous repeat students taking entire curriculum track, positive follow-ups, increased customer satisfaction and retention.

Made record revenues in 2008-2010 against prior years, quarters and months, exceeded 2010 revenue goals and had record

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