Quality Assurance Project Management

DARRELL N. DUNCAN

PMP®, ACP®, HDI-SCM, SSBB, Kaizen Expert, ITIL® Foundation

SUMMARY

Professional with 20+ year’s program and project management experience in Engineering and Information Technology industries utilizing sound quality assurance practices.

Successful at data center management and the implementation of major IT projects utilizing Lean Six Sigma DMAIC, Kaizen process improvement events and applying various SDLC methodologies such as V-Model, iterative, waterfall, and agile techniques.

Six Sigma Black Belt.

Expert at CMMI adherence.

ISO 9001:2008 auditor trained.

Expert at process creation, strategic planning, quality management systems implementation, and disaster recovery.

Experienced in all levels of project management to include project plan creation, scope-schedule-cost baseline adherence, quality assurance, team building, problem solving, risk analysis/mitigation, EVM analysis, and project status reporting for projects valued in excess of 150M.

Published author, Marine Technology Society Journal “The IOOS-Industry Relationship: From Strong to Stronger”

TECHNICAL SKILLS

Visual Basic, RUP, UML, OLE techniques, ETL techniques, Agile, video creation, SQL, HTML, ASP, JAVA, Crystal Reports, web page development. Highly proficient with Microsoft Software array including Project, Word, Excel, Access, PowerPoint, Publisher, Photo Editor, FrontPage, and Outlook. Other software includes PeopleSoft, Rational Rose Suite, SAP, Oracle, PVCS, TechDoc, Visio, PC Anywhere. Adobe Acrobat, QuickBooks, Cold Fusion, Hot Metal Pro, WebSphere Studio Homepage Builder, Quark, Remedy, ServiceNow, Razor, Visual Age, Flash Macromedia, Maximo, Artimus, and Primavera. Windows XP, 2010, UNIX, OS390 system, LAN/WAN systems administration, Web Application Server Experience, CP/IP/DNS/MS Exchange/Firewall Administration, server administration support, networking, routers, switches, hubs and embedded systems.

PROFESSIONAL EXPERIENCE

Professional Solutions Company International Oct 2015 – Present, Remote

Business Development Director

Responsible for general business development and marketing to Federal and State sectors. Identify opportunities, participate in bid/no bid decisions, identify IT solutions to RFP’s, develop strategies for growth, operations and marketable products.

Information Innovators Inc. Oct 2014 – Oct 2015, Stennis Space Center, MS

Site Operations/Service Desk Manager, Department of Homeland Security, Citizenship and Immigration Services

Developed and Implemented sound quality processes via ITIL Best Practices, Lean Six Sigma and Kaizen events to improve service delivery across the organization.

Management of contract start-up and on-going operations Service Desk Tier 1.0 and 1.5 24x7x365 (65 FTE’s) support to over 20,000 end users throughout the world.

Provided overall program management, planning, budgeting, and customer interaction.

Developed and approved standard operating procedures.

Developed quality metrics trends, reports and recommendations for improvements.

Responsible for hiring/terminations, team development, motivation, communications, training, and performance against quality metrics.

Responsible for overall new business development.

Allegiance Consulting, Inc. Jan 2014 – Oct 2014, Stennis Space Center, MS

Program Manager, United States Geological Survey, Hydrologic Instrumentation Facility

Provided overall program management, planning, budgeting, reporting, scheduling, customer interaction, and human resource management of 25 FTE’s.

Identified and set training objectives and priorities.

Led internal projects and Kaizen events in order to implement Lean Six Sigma methodologies across the organization leading to waste reduction and process improvements.

Provided progress reports and other deliverable documents.

Responsible for identifying and implementation of projects resulting in cost savings to customer.

SAIC

Jan 2013 – Dec 2013, Memphis, TN

Service Delivery Manager, City of Memphis

Managed quality metrics performance of Level 1 and Level 2 service desk and 24x7x365 data center operations to 6,000 end users.

Implemented service delivery improvements across the organization by conducting Kaizen events and following Six Sigma DMAIC methodology.

Researched technical and quality issues and provided process improvement recommendations as well as root cause analysis and problem resolution.

Trained personnel in quality assurance best practices.

Developed and approved standard operating procedures.

Provided scheduling, resource allocation, and status reports. Oversaw the implementation of COOP site and provided long-term technology infusion strategies.

Provided quality status, metrics, trend analysis, and recommendations to senior management and customer.

SAIC

Apr 2011 – Dec 2012 Stennis Space Center, MS

Mission Quality Execution Manager

Worked directly with the NDBC Safety Reliability Quality Assurance Program Management office focusing on projects to implement quality control and quality assurance standards to improve service and cost efficiencies.

Led projects to implement ISO Quality Management System 9001:2008 best practices across the entire organization by identifying, prioritizing and coordinating process improvement projects with all levels of management.

Created organizational quality management plan, quality metrics, training needs, and reports concerning trends and recommendations.

Planned and developed presentations and information activities for critical tasks performed to address deficiencies and performed root cause analysis leading to efficiencies, and cost savings.

Provided senior management with recommendations for continuous process improvements.

SAIC

Apr 2006 – Apr 2011 Stennis Space Center, MS

Data Systems Department Manager

Managed quality of service performance for 24x7x365 service desk and data center operations. Successfully achieved CMMI Level III best practices.

Directed and managed 25+ IT skilled personnel, in the conduct of IT service delivery, software development projects, and IT infrastructure support activities.

Developed and approved standard operating procedures.

Led efforts to integrate quality assurance across multi-functional teams to improve service and cost efficiencies.

Led numerous long and short-term projects, which implemented quality improvements, software, web and infrastructure upgrades, hardening, and enhancements.

Responsible for quality assurance program training of personnel.

Managed efforts for continual service delivery improvements and cost savings via Kaizen events and Lean Six Sigma methodology.

Accountable for reporting quality trends, metrics, and project status to senior management and the customer.

Managed customer expectations, and quality of product/services delivered.

Performed collateral duties as business development manager including proposal development.

Tek Systems Feb 2006 – Apr 2006, New Orleans, LA

Project Manager

Responsible for project management of requirements, development, testing and deployment of software systems in support of re-branding of Hibernia Bank to Capital One Bank.

Presented project status reports both orally and written to upper management.

Status reports included high-risk taskings, mitigation strategies and resource allocation issues with proposed solutions.

Booz Allen Hamilton Oct 2004 – Nov 2005, New Orleans, LA

Requirements/Test/Configuration Management Process Lead

Responsible for scheduling, requirements, configuration management, and testing processes for a large DoN software development initiative.

Served as a main point of contact for the client.

Translated stakeholder needs into business requirements and developed detailed System Requirements Specification.

Coordinated resources (5 FTE) in all areas of responsibility in order to ensure quality of deliverables.

Provided quality oversight of SOP’s utilized.

Anteon Corporation Nov 2002 – Oct 2004, Stennis Space Center, MS

QA Lead

Led projects to maintain company’s ISO certification across the organization.

Created and approved quality process documents

Conducted quality audits and reported on all quality related matters to company senior management.

Scheduled and led quality meetings with internal and external quality representatives.

Created and distributed quality findings with recommendations for improvement.

Responded to and delivered findings for requests to performance information initiated by stakeholders, officers, employees and supervisors.

Provided training improvement recommendations for existing and new positions to executives and front line managers.

Provided IT technical support/training as required to customer.

Provided technical expertise for new projects including scheduling, feasibility, training, and budgetary requirements.

Feb 2002 – Oct 2002

Independent Consultant, Slidell, LA

Self-employed, providing LAN installs, IT security solutions development, risk assessments, web page design/development/deployment, ISO consultation, program management life-cycle expertise.

Presented proposal development strategies to local entities including final oral presentations to perspective customers.

ACS-Government Solutions Group April 1999, New Orleans, LA

Program Integration Manager

Led team efforts for integration of project life cycle phases on a large-scale DoD government software development contract.

Developed planning process and master integrated program schedule (MIPS).

Provided program management best practices to the National Finance Center (USDA) reporting to the center Director.

Provided support for proposal development.

ISN Corp (Information System Network) Feb 99 – Apr 99, Atlanta, GA

Design Analyst Manager, Y2K Remediation: City of Atlanta

Directed and managed all phases of IT service support, Year 2000 testing.

Supervised 90+ personnel (Network engineers, senior and junior technicians’ etc.) and responsible for department financials.

Developed all procedures and guidelines for project life cycle performance including IV&V quality control coordination, configuration management, areas of responsibilities, prioritization of tasks, and inventory control.

Developed and maintained MIPS schedule.

Prepared and presented written and oral reports to customer management. .

Conducted Request for Proposal (RFP) interpretation and proposal creation, including contract negotiations.

Lockheed Martin Apr 97, Stennis Space Center, MS

Lead Program Planner /ISO 9000 Auditor

Performed duties as ISO 9000 Internal Auditor for SSC, NASA.

Conducted quality audits across all departments and made recommendations for improvements by identifying, prioritizing and coordinating process improvement projects with all levels of management.

Performed trend analysis against quality metrics to identify cost savings and other efficiencies.

Utilized data including, Voice of the Customer (VOC), Voice of the Business (VOB), and Voice of the Employee (VOE) to provide analysis resulting in improved processes.

Led efforts in the development and implementation of NASA’s Lead Center Rocket Propulsion testing planning automation process including the development of schedules, procedures and documents governing NASA Rocket Propulsion program planning and integrated schedules.

Oct 89 – Apr 97

Textron Marine and Land Systems Oct 89 – Apr 97, New Orleans, LA

Project Manager Engineering R/D Development

Managed all aspects of engineering R/D projects and led projects valued I excess of 30M. Conducted program feasibility studies for potential projects including identification of risks, budgetary requirements and scheduling.

Responsible for (45+) personnel promotions, welfare, morale and all phases of personnel administration. Prepared and presented written and oral program status reports to customer management.

Nov 1976 – Aug 1983

United States Army,

Military Instructor

NCO Academy responsible for training syllabuses, classroom conduct, evaluation, monitoring and feedback.

E-6, Honorable Discharge

EDUCATION

University of Southwestern Louisiana- Lafayette, Louisiana, Cum Laude Graduate Fall 1986

Bachelor of Science, Business Administration Major: Economics Minor: Finance

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