Project Manager Program

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Winters Rogers

Suitland, MD ***** 240-***-**** ****************@*****.*** LinkedIn IT Program & Project Manager - Performance Optimization Expertise Technically savvy IT Program Manager with 20+ years of extensive experience leading software deployment lifecycles, mitigating potential risks, delivering high-impact solutions, and operational efficiency across complex systems. Adept at managing program budgets, negotiating contracts, and ensuring compliance with SLAs, KPIs, OPIs, and other performance metrics. Demonstrated success in establishing milestones, optimizing resources, and adapting plans to meet evolving project needs.

Proven track record in achieving cost, schedule, and technical performance goals across multiple large-scale deployments and IT solutions. Skilled in risk management, program review sessions, and vendor management.

Strong customer liaison with the ability to align stakeholders, deliver business solutions, and manage vendor relationships.

Strategic leader with a focus on delivering high-quality, timely, and cost-effective solutions to meet organizational goals.

Strong ServiceNow knowledge with the ability to create reports and provide stakeholders with updated data. Technical Competencies

Program Management • Cross-functional Team Leadership • Cost Control & Budget Management • Agile Project Management Technical Performance Metrics (SLAs, KPIs, OPIs) • Risk Management & Mitigation • Data Analytics • Change Management Software Deployment Lifecycle • Vendor & Stakeholder Management • Resource Allocation & Scheduling Continuous Process Improvement • Customer Liaison & Client Relationship Management • Strategic Planning & Execution Financial Management & Budgeting • Milestone & Schedule Adherence • Data Integrity & System Compliance • Design Concepts Change & Configuration Management • Root Cause Analysis & Issue Resolution • End-User Training & Support Proposal & Business Plan Preparation • Product Research • Development & Integration • Solution Delivery • Financial Metrics ITIL (Information Technology Infrastructure Library), Agile Methodology, ServiceNow, JIRA, SCCM (System Center Configuration Manager), Windows, Apple, MS Office 365, Intune, Cisco AnyConnect, PIV Exemptions, Thales Securities, CMDB-Service Now Certifications

PMI-PMP, ITILv4, Change Management Certification, Marine Corps Senior Management Professional Experience

Deloitte, Washington DC 12/2024 – 04/2025

Program Contract\Proposal Consultant

Worked with teams of 15 to prepare for DHHS\DOT\ and several other agencies with oral and revised proposals. Develop project plans with timelines, resources, budgets, and milestones. Deployment risks and implement mitigation strategies Track project performance, adjusting plans to meet goals and metrics. Collaborate with stakeholders, as well as contracting officers to ensure that all of the scope of work is addressed in the presentation. Key Accomplishments

Reduced costs and improved operational efficiency up to 70% by improving Tier 1 and Tier 2 call center transfer processes.

Optimized SLA ticket resolution by updating KPIs and KBAs within JIRA for planned software deployments.

Revamped old SOW and addendums to meet the programs needs while working with current data to establishing automated reports within the customers ITSM system.

Provided working knowledge of how effective AI can be to help create more automation and support for the evolution within the respective environments.

Provide data points to show how critical improvement in cost and spending when budget dollars are limited and vulnerabilities to infrastructure are critical to security.

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AO US Courts, Washington DC 07/2024 – 11/2024

IT Project Manager

Lead cross-functional teams of 55 to achieve project objectives. Develop project plans with timelines, resources, budgets, and milestones. Identify deployment risks and implement mitigation strategies. Act as liaison between clients, developers, and executives to align goals. Test and validate SOP’s, OLA’s and Software program data to ensure quality and business requirements. Coordinate end- user training and provide ongoing support for software adoption. Track project performance, adjusting plans to meet goals and metrics. Collaborate with Agile teams to prepare for testing, plan phased deployments, and communicate with U.S. Courts locations. Manage software deployment lifecycles, ensuring SLAs, data integrity, and system compliance. Key Accomplishments

Reduced costs and improved operational efficiency up to 70% by improving Tier 1 and Tier 2 call center transfer processes.

Optimized SLA ticket resolution by updating KPIs and KBAs within JIRA for planned software deployments.

Revamped all Task 1 and Task 2 programs by establishing automated dashboard reports within JIRA to provide real time data for judges hiring of new applicants into the court systems across the United States.

Increased data reporting via ServiceNow and Power Bi dashboard live data creation. Security & Exchange Commission, Washington DC 01/2023 – 04/2024 IT Program Operations Manager

Oversaw 142-member team to deploy O365, Intune, Cisco AnyConnect, PIV exemptions, and Return to Office setups for 2,500+ employees. Managed an international team of 50, ensuring delivery of projects within time and budgetary constraints. Coordinated workflows to meet objectives and adhere to SLAs. Communicated progress to stakeholders via ServiceNow updates. Streamlined operational workflows and resolved issues in collaboration with the ServiceNow team. Addressed conflicts and ensured compliance with organizational policies. Adjusted resources and staffing to meet project goals. Presented critical updates and solutions to senior leadership. Evaluated OS migration requirements to support transitions. Applied Agile and ITILv3 to enhance deployments and self-service tools. Implemented protocols to reduce downtime and ensure operational continuity. While organizing and confirming the existence, value and condition of assets within HQ and Regional offices a weekly inventory audit was established to provide inventory compliance and risk management for equipment that could not be made compliant with the infrastructure security policies and procedures.

Key Accomplishments

Boosted operational efficiency up to 30% by implementing a business process optimization strategy.

Enhanced customer satisfaction and met SLA targets by leading a CRM system migration, cutting response times by 20%.

Improved ticket resolution speed by 20% by streamlining deskside processes within the ServiceNow system.

Optimized workflows and partnered with 3rd party vendors to provide senior analysts that reduced attrition in TASK 1 operations and operational expenses up to 20%.

ServiceNow implementation of knowledge base article improvement and automation of dashboards via Power Bi to improve weekly and monthly reporting by 40% over using power point slide decks.

Established project plans for software deployments and patching with EUT team and senior leadership to establish phased approach deployments to reduce call center volume overload. US Army ARL, Adelphi MD 11/2019 – 01/2023

Enterprise IT Service Desk Manager

Managed 180 direct reports (government, contractors, military) implementing ITIL processes across the ARL service desk, including configuration management, SCCM software, ServiceNow user access, and performance metrics for ALC, APG, ARO, and WSMR sites. Developed IT service desk plans for incident management, release/change management, and configuration, ensuring ITIL compliance, continuous improvement, and SLA reporting. Handled VIP and standard incident escalations, identifying process improvement opportunities. Created and enforced IT policies and SOPs, using ITIL processes for service delivery. Improved incident management using the Sort, Straighten, Scrub, Standardize, Sustain method and performance analysis against SLAs and OLAs. Key Accomplishments

Reiterated service delivery by leading 180 Service Desk members, supporting 10,000+ civilian employees and 40,000 military personnel.

Established Service Now infrastructure after US Army Research Laboratory moved from Confluence/JIRA platform.

Maximized support during critical hours by addressing infrastructure issues and resolving network root causes.

Reduced onboarding time by 40% and elevated team expertise by devising and enacting a comprehensive training program. Page 3 4

Established SOP/KPI’s and KB articles using Thale’s encryption methodologies across the classified infrastructure for hardware and data protection.

Program and progress improvement was established by 60% with SLA, OLA and CSAT reports by the end of the years as the implementation of additional training support as well as working with 3rd party vendors and performing additional research to improve all of the projects assigned to the team.

Established process improvement of CMDB for ServiceNow and steps to us by team when implementing a request for an emergency/regular change to the infostructure.

AO US Courts, Washington DC 02/2018 – 10/2019

IT Program Manager

Oversaw $125 million agile and software deployment projects for AO US Courts, managing program scope, risk documentation, resource hiring/training, and ensuring SLAs were met within contractual agreements. Partnered with agile teams to establish deployment timelines, create approved run books, and deliver critical updates to stakeholders throughout the project lifecycle. Collaborated with internal and external stakeholders to ensure data integrity and coordinate the design, planning, and implementation of enterprise-wide system solutions. Key Accomplishments

Increased agent utilization from 56% to 85% by maintaining detailed metrics for software deployments and troubleshooting resolutions.

Achieved cost savings by monitoring SLA ticket resolution costs and optimizing Tier 1-to Tier 2 call transfers while ensuring SLA and FCR targets were met.

Enhanced deployment efficiency by overseeing developmental software and system patching, testing in lower environments, and packaging/deploying software using SCCM and Red Hat across court systems.

Worked thru ServiceNow to improve reports to stakeholders and provide risk analysis from ticket audits and improve response times to customers.

Spearheaded 20-25 agile software deployment projects while overseeing the full lifecycle from inception to completion.

Increase in market research and business intelligence allowed more agile software deployments to be approved and conducted within the project plan timeline, which increased productivity and support to courts across the country. Department of Transportation, Washington DC 06/2016 – 01/2018 IT Project Manager

Supervised daily functions of the OCIO IT service desk and IT security accounts team to ensure operational efficiency. Recruited, onboarded, and scheduled service desk personnel, conducted annual evaluations, and mediated between contract staff and government representatives. Kept comprehensive documentation for the service desk knowledgebase system. Established and enforced ITIL-aligned service desk protocols in compliance with IT security requirements. Key Accomplishments

Surpassed SLA targets by ensuring issue resolution enhancing customer satisfaction across all service desk operations.

Supported over 55,000 employees, including OST, FAA, NHTSA, FHWA, FRA, FTA, and global remote users, by coordinating a 70-member team (Tier 1, Tier 2, and desktop support), optimizing service delivery and user experience.

Service Now training and KB improvement across all tiers to use key works to improve the search field for the team members.

Customer Service support and management of call center for OST, FAA, NHTSA, FHWA, FRA, FTA, meeting FCR and SLA’s. The World Bank Group, Washington DC 12/2014 – 05/2016 IT Service Desk Manager

Led a 55-member team to ensure efficient call handling, deskside support, and Tier 2 issue resolution. Aligned programs with strategic goals by developing initiatives and organizing activities. Defined and managed program objectives, meeting leadership's short- and long-term targets. Secured tools and resources through effective budgeting and operational planning. Streamlined issue resolution with a problem and knowledge management repository for tracking changes and updates. Enhanced program performance by implementing evaluation methods to identify strengths and improvement areas. Key Accomplishments

Delivered continuous 24/7 support to a global customer base, impacting over 10,000 World Bank employees by ensuring reliable Tier 1 and Tier 2 assistance across all time zones.

Oversaw a high-performing, diverse team, managing various responsibilities to maintain exceptional service levels for worldwide support needs.

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United States Patent and Trade, Alexandria VA 12/2012 – 11/2014 Enterprise IT Service Desk Lead

Directed Service Desk, Desk Side Support, Trainers, and Software Analyst teams, providing remote and phone support to over 10,000 employees across multiple locations. Delivered Tier 1 and Tier 2 desktop support 24/7, with 8–10-hour shifts to meet the constant support needs of employees in various states. Led strategic planning and ensured compliance with standards to address critical business needs. Organized and led root cause analysis teams to resolve issues. Managed SLAs for the team and set clear expectations for response and resolution times.

Key Accomplishments

Drove a 94% customer satisfaction rate by ensuring high-quality service delivery and prompt issue resolution.

Partnered with business teams to design and implement Service Level Agreements (SLAs), aligning support services with organizational goals.

Enhanced operational efficiency by reducing aging issues by 20%, streamlining problem management processes, and ensuring SLA and First Call Resolution (FCR) targets. Early Career

IT Service Desk Manager - Department of Labor, Washington DC 05/1995 – 11/2012 Project Intelligence Non-Commission Officer - United States Marine Corps, Quantico VA 11/1984 - 03/1995 Education

Bachelors in Business Administration

Chicago City College Chicago, IL

Masters in Biblical Studies

GRACE Seminary College, IN (2027)

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