Andrew R. Lee
**********@***.*** LinkedIn: www.linkedin.com/in/andrew-lee-4b0873 571-***-****
LEADERSHIP & INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM)
Visionary leader with a keen focus on optimizing IT Service Management
Dynamic professional possessing 15+ years of experience in driving excellence in performance, process improvement, business operations, and IT SAFe Initiatives. Distinguished history in the four levels of planning: Strategic, Tactical, Operational and Finite.
Proven track record in delivering quantifiable results in improving customer experience.
Strong interpersonal skills leveraged to build and fortify business relationships.
Highly proficient in project management and leading digital transformation to attain business goals.
Dedicated to constant process improvement to streamline and enhance business operations.
Expert in developing and implementing ITIL process solutions to drive results and reduce risk.
Approachable and engaging leadership style which paves the way for team members to develop skills and elevate professionalism, thereby allowing them to achieve their full potential. Adept at identifying gaps in service delivery and business operations by introducing data-driven improvements.
Key Qualifications
SECRET Clearance- DOD, Active
Master of Science in Administration
Bachelor of Science in Accounting
Certified ITIL v3® Expert, ITIL 4 Foundation
Veteran US Army Captain / 03
ITIL Framework Alignment w/ SAFe, CMMI, & COBIT
Professional Experience
DEPUTY PROGRAM MANAGER & SR. REQUIREMENTS MANAGEMENT ANALYST
Heartland Consulting - Air Force Medical Service/ Surgeon General 5 04/2024 to Present Falls Church, VA
As a Deputy Program Manager, ensured that business programs reached their goals. Worked closely with the program manager to add value by coordinating Requirements Team activities, providing communication to all stakeholders, and constructed special projects as necessary.Consulted and provided contract support to the Air Force Medical Readiness Agency/ Surgeon General (AFMRA/SG5) with the responsibility for capability development within the Air Force Medical Service (AFMS). Established strategies, guidelines, policies, and procedures for defining, developing, documenting, and validating AFMS operational capability requirements, coordinates with enterprise partners to execute a research and development portfolio, and conducts test and evaluation activities in support of those portfolios. Requirements Management Branch (AFMRA/SG5R) is responsible for identifying and prioritizing AFMS operational capability gaps, conducting Capabilities Based Assessments (CBAs), Analysis of Alternatives (AoAs), Cost Analyses, and development of AFMS requirement documents in support of the Surgeon General Requirements Oversight Council (SGROC) and in accordance with the Joint Capabilities Integration and Development System (JCIDS).
ITSM SR. CONSULTANT
Naoiwikane - VINTUN LLC / Marine Corps Enterprise Network 10/2023 to 02/2024 Stafford, VA
Consulted with stakeholders to achieve effectiveness and efficiency in the delivery and support of IT services. Supported the implementation and maturation of ITIL processes through documentation of processes, procedures, and work instructions. Supported process owners, process managers, service owners, and service managers with facilitating meetings, documentation, collaboration, and continuous improvement initiatives. Supported service level management and metrics analysis, workflow analysis, and suggested improvements based on findings, and alignment with ITIL and industry best practices.Consulted with the EPIC owners to coordinate the EPICs through the portfolio Kanban system (i.e., Funnel, Review, Analyze, Product Backlog, Implement, and Done); Pulled from the Backlog to Implement through DevSevOps process (step – 0 Plan/Explore, - 1 Initiate, - 2 Design, - 3 Build, - 4 Sustain, and – 5 Retire) driven by Value Stream Mapping of activities and tasks; supported on the transition from ITIL v3 framswork stages to ITIL 4 Service Value System, Chain, and Stream. co-authored and contributed to ITSM process/practice artifacts.
SR. PROGRAM MANAGER
Naoiwikane - GALAPAGOS LLC / Marine Corps 10/2022 to 10/2023 Crystal City / Quantico, VA
Oversaw and coordinated different related Agile initiatives at the USMC to ensure that mission/business goals were met. Organized various programs and activities to improve logistics information technology efficiencies, build long-term goals for USMC Agile initiatives and developed program budgets. Provided support in planning and managing of Marine Corps Capabilities-Based Assessment (CBA) in support of logistics information technology programs. Responsible for translating business needs and requests into data by developing appropriate reports and dashboards. Worked across multiple organizations (6 functions of logistics to the tactical edge to the enterprise) to engage the appropriate resources to determine key components and understanding of each request. Assessed current or future stakholder needs and priorities through communicating directly with stakeholders and commercial partners, conducting surveys, and workshops. Supported development and delivery of strategic document(s) that were aligned with future operating concepts via capabilities analyses, e.g., Logistics Concept of Operations (CONOPS), Logistics Functional Concept, Capabilities Based Assessment process for Capabilities Based Assessment (CBA), in support of Logistic Information Technology (Log IT) and Initial Capability Documents (ICDs) that describe exacting needs to support the Log IT portfolio of systems. Supported the team in providing expert technical, analytical, and capability portfolio management support in assisting the USMC to make strategic investments in data science, machine learning, and artificial intelligence to software-intensive systems that facilitated logistics operations.
ITSM MANAGER
Naoiwikane - VINTUN LLC / Marine Corps Enterprise Network 12/2021 to 10/2022 Stafford, VA
Consulted with the EPIC owners to coordinate the EPICs through the portfolio Kanban system (i.e., Funnel, Review, Analyze, Product Backlog, Implement, and Done); Pulled from the Backlog to Implement through DevSevOps process (step – 0 Plan/Explore, - 1 Initiate, - 2 Design, - 3 Build, - 4 Sustain, and – 5 Retire) driven by Value Stream Mapping of activities and tasks; supported on the transition from ITIL v3 framework stages to ITIL 4 Service Value System, Chain, and Stream. co-authored and contributed to ITSM process/practice artifacts.
SERVICE EFFICIENCY MANAGER
Innovative Management Concepts/ Falcon, Army National Guard 04/2020 to 11/2021 Arlington, VA
Advised leadership on the quality of service management as a structure cut across the four levels of planning. Accountable for service management set of specialized organizational capabilities for providing value to the customer in the form of services. Responsible for service modeling that shows how service assets interact with customer assets to create value (Service Request Lifecycle), and describe the structure of a service (i.e., how configuration items fit together) and the dynamics of the service (Technology Business Management blueprint). The full scope of responsibilities and management processes involve strategic planning, capital planning, business process analysis, improvement, assessment of proposed systems/applications, information resource management to include investment strategy, performance measurements, acquisition, and training. Created the Service Management pyramid with four levels of planning to align processes with industry’s best practices.
ITSM MANAGER
Guidehouse/Judge Consulting, Department of State (DoS) 12/2019 to 04/2020 Washington, DC
Provided strategic and tactical planning for the alignment of Technology Business Management (TBM) i.e., services, IT towers, and cost pools, within IT Service Management (ITSM). Implemented ITIL methodologies into Federal Business Operations and Portfolio management functions to support the execution of the organization’s IT Service Delivery program. Developed Financial Management Accounting cost models based on resources and activities that identified opportunities for charge back from organizations consuming IT services. Introduced an ITSM service value chain in the form of a service request lifecycle for customers to engage the service catalog, entitled based access management, task alignment via change management, order fulfillment, and data update closure to configuration management systems.
PROGRAM MANAGER/ITSM MANAGER
CACI/Starks Industries, US Army 11/2017 to 12/2019 Washington, DC
Provided oversight for the Services Branch that serves as the Army Lead for IT Enterprise Service capabilities. Coordinated, analyzed, and communicated Army IT Service Requirements as well as identified, coordinated, and published Army CIO IT policy and guidance. Provided direction on transparency of costs, consumption, and performance. Provided technology leaders and their business partners the facts needed to collaborate on business-aligned decisions. Provided an accepted way of reporting IT costs and other metrics. Used TBM model (i.e., business capabilities, services, IT towers, and cost pools) as to a guide to map and allocate costs and resource consumption from their sources to their uses. Provided strategic leadership in development and execution of an ITSM based Army Enterprise Service Management Framework across the Army. Wrote policy to set-up a governance structure based on ITIL process capability streams (i.e., Operational Support & Analysis (OSA), Release Control & Validation (RCV), Planning, Protection & Optimization (PPO), Service Offerings & Agreements (SOA), and Business Continual Optimization (BCO)).
ITSM SR. MANAGER
SAIC, Department of State (DOS) 06/2015 to 11/2017 Washington, DC
Responsible for developing and executing the strategy to transform DoS stove piped IT organization into an IT Enterprise-level organization by implementing ITSM best practices supporting over 100K employees. Provided thought leadership and innovation when delivering value to the customer by facilitating outcomes that customers wanted to achieve; delivered value-add to DoS with planning, implementing, and managing quality IT services. Supported the Bureau of Information Resource Management (IRM). Provided process support for information technology (IT) services across IRM’s global operational networks. Process (ITSM) Manager identified as a key position within the PMO. Demonstrated extensive experience and technical knowledge of CMMI, ITIL®, and ISO 20K processes. Implemented ITIL processes with an adoption rate that allowed IRM’s IT organization to realize business value. Directed personnel to execute Incident Management, Change Management, Problem Management, Service Asset & Configuration Management (SACM), Event Management, and Knowledge Management processes that were aligned across the IRM technical enterprise.
PROGRAM MANAGER /IDENTITY ACCESS MANAGER
North Carolina Department of Transportation (NCDOT) 01/2015 to 06/2015 Raleigh, NC
Responsible for leading multiple Identity Access Management (IAM) projects to successful deploy and execute Access Management process for granting authorized users the right to use a service, while preventing access to non-authorized users; provided the right for users to be able to use a service or group of services. Ensured the execution of policies and actions defined in the Security and Availability Management policies, enable NCDOT to manage the confidentiality, availability and integrity of the organization's data and intellectual property; the program’s mission was to ensure that users were given the right to use a service.
Education & Credentials
CENTRAL MICHIGAN UNIVERSITY, Mt. Pleasant, Michigan, Master of Science in Administration, G.P.A. 3.67
MORGAN STATE UNIVERSITY, Baltimore, Maryland, Bachelor of Science in Accounting, G.P.A. 3.09
SECRET Clearance- DOD, ACTIVE - current TSBI Clearance – US ARMY, Inactive
Early Career Highlights
Company
Title
Industry
Competency/Keywords
Dates
Computer Science Corporation (CSC)
SERVICE LINE MANAGER
Missile Defense Agency (MDA)
Responsible for co-leading successful implementations of Portal Data Services Line of Business through collaborative efforts with the Service Operations Managers, other Service Line Managers to include other contract entities, and Government stakeholders; the Portal Data Services Line Manager optimized products and functions as the expert on the Portal (SharePoint) and Data Services Line of Business;
04/2013 to 01/2015
Jacobs Technology
ITSM PROCESS ARCHITECT
DOD- US Navy/USMC
Provided Leadership to SMEs in formulating processes that integrate the DON requirements to achieve ITSM process standards. Collaborated with other process development teams to identify dependencies and defined and implemented process integration points to include instructions, guidance, and training to process design teams and stakeholders as required. Ultimately, transition IP into a Knowledge Management practice (D-I-K-W).
03/10 to 04/13
Unisys Corporation
Sr. Managing Consultant
IT Outsourcing
Provided team leadership and creativity in the development (sales cycle) and implementation (solution delivery) of Global Outsourcing service engagements.
08/05-01/10
Computer Science Corporation (CSC)
Principal Computer Scientist
Information Technology Consulting
Process Reengineering, Value-add, Redesign, Business case for action, Align core processes to customer needs, Telecom.
03/05-08/05
BearingPoint via Kforce
Demand Management Lead
Big 5 Consulting – System Integrators
Demand Planning, One Number Forecast, Supply Chain, Use Case Specification, Algorithms, Government US Air Force, Warner Robins, Client facing, Project Management.
07/04-03/05
APS Professional Services
Independent Consultant
Consulting
Entrepreneur, Supply Chain, Volunteer, Teacher, Property Manager, Client facing, Project Management
11/03-02/05
Manugistics aka JDA
COTS Implementation, Manager
Software Engineering
Supply Chain, Process Reengineering, Demand Planning, Algorithms Transportation, Scheduling, Deployment, Project Planning, Account Services, Client Recovery, Consulting.
08/99-11/03
EXXONMOBIL Corporation
Management
Energy/Chemicals
Management, Sales, Marketing, TQM, SAP, Supply Chain, Dealer, Franchise, Company Operation, Maintenance, Distribution, Supply, Union and Non-Union workers.
05/89-08/99
US Army
Captain / 03
Public Sector
Leadership.
06/85-05/89