Quality Assurance Scrum Master

Michael J. Wiesenfelder

SENIOR ITSM & QUALITY ASSURANCE LEADER (Active Secret Clearance)

: 202-***-**** : *********@*****.*** : LinkedIn

: Washington, DC

Senior ITSM & Quality Assurance Leader with over 20 years of experience overseeing enterprise IT service management, program quality, and process improvement initiatives across DHS, NIH, and DoD environments. 15 years of experience managing relationships with government agencies, auditors, and third-party assessors. Proven expertise in driving ISO 9001:2015 and ISO 20000-1:2018 certification initiatives (achieved with zero audit findings), leading large-scale CISA audit remediations, and advancing enterprise compliance readiness. Adept at designing and implementing high-performing ITSM frameworks, modernizing ServiceNow ecosystems, and collaborating with executive stakeholders to align mission-critical services with federal mandates. Consistently worked to ensure compliance with federal regulations, including FedRAMP and FISMA, by aligning security controls, documentation, and system processes with NIST SP 800-53 standards. This includes supporting system audits, implementing risk mitigation strategies, and maintaining continuous monitoring protocols to meet federal cybersecurity requirements. Delivered $28K in recurring annual savings by eliminating redundant licensing costs, increased IT operations efficiency by 60% through standardized incident/problem/change processes, and enhanced 40+ enterprise workflows across a multi-program portfolio.

IT Service Management (ITSM) • ISO 9001:2015 & ISO 20000-1:2018 Implementation • CMMI Process Development & Compliance • ServiceNow Governance & Optimization • Program Turnaround & Stabilization • Enterprise Workflow Design • Executive Stakeholder Engagement • CISA Audit Remediation & Response • Quality Assurance & Process Improvement • SOP Development & Process Mapping • Cost Elimination & Licensing Consolidation • ITIL-Based Service Delivery • Federal Program Support (DHS, NIH, DoD) • Risk Reduction Strategy • Strategic Communication & Alignment • Service Quality Evangelism • Audit Readiness & Regulatory Navigation • Crisis Response & Recovery Management • High-Pressure Decision Making • Staff Mentorship & Collaborative Leadership • Cross-Functional Team Leadership • Active Secret Clearance (DOD)

Professional Experience

Customer Value Partners (CVP) – DHS, CISA, Washington, DC Feb 2020 – Apr 2025

Program Manager

Led a 21-member team auditing payroll and benefits processing for DHS, creating over 40 business process workflows and 11 SOPs in FY24 to improve HR compliance and operational efficiency, and directed the development of CMMI and ISO-aligned audit procedures, standardizing internal audits and remediation efforts across divisions.

Led the audit and accountability team and audited the payroll and benefits administration teams within DHS CISA OCHCO. Audit types included the FY Mission Action Plan (MAP) for HR, Payroll Management, OPM Human Capital Strategies Framework Audit, and OPM/DHS Delegated Examining Audit.

Spearheaded remediation strategies in response to external audits by DHS OCFO and OCIO, working cross-functionally with process owners and federal partners.

Maintained an audit and accountability dashboard, delivering real-time status updates to OCHCO and CISA leadership.

Authored accountability reports, process workflows, and reference documentation to support policy development, continuous improvement, and SOP clarity and received formal commendation from CISA’s Deputy Director and OCHCO Associate Chief for commitment to excellence and transparency in audit delivery.

Contributed to major proposal wins including CVP’s $23B VHA Integrated Critical Staffing Program IDIQ; supported proposal development, training, and quality reviews across the division.

CVP – NIH, National Institute of Mental Health (NIMH), OCIO, Bethesda, MD Nov 2021 – Nov 2023

Senior Quality Manager / Project Director

Led full-cycle PMO setup and enterprise ServiceNow implementation across ITSM, ITOM, PPM, and ITAM modules, increasing operational efficiency and audit readiness, authoring and enforcing EPLC-aligned governance documentation, strengthening cross-functional coordination and process compliance.

Mediated ITSM vs. PPM prioritization conflict between IT Ops and Program leaders by developing a hybrid phased delivery plan, preserving timeline and stakeholder buy-in and delivered continuous performance reporting and KPI tracking to NIH leadership, supporting strategic decision-making while establishing a process asset management framework to promote reusability, documentation integrity, and knowledge sharing.

Designed and delivered internal proposal training workshop, fostering proposal readiness across CVP's Strategic Consulting Services division and assumed budget authority during final project phase, overseeing resource allocation and financial reporting for leadership.

CVP – Internal Portfolio Management Office Aug 2023 – Nov 2023

Senior Quality Manager, PMO

Designed and implemented enterprise-level plans (PMP, QMP, QASP, TOMPs) to ensure contract compliance and standardized quality delivery across federal projects and conducted internal audits across CVP programs to assess readiness for CMMI Level 3 appraisal, identifying gaps and initiating corrective actions.

Monitored project performance against established QA benchmarks, initiating continuous improvement actions in alignment with audit criteria and supported enterprise process asset library development to enhance cross-program consistency and documentation reuse.

CVP – National Heart, Lung, and Blood Institute (NHLBI), NIH, Bethesda, MD Apr 2021 – Nov 2021

Quality Manager / Team Lead

Led a 4-person QA team in designing and executing quality control systems tailored to ITAC requirements, reducing service desk defect rates and increasing customer satisfaction, and streamlined documentation practices through rigorous inspection protocols and updated SOP templates, and engaged with cross-functional teams to establish quality thresholds and inspection checkpoints across project lifecycles.

Created standard operating procedures and desk guides which supported compliance with federal regulations, including FedRAMP and FISMA, by aligning security controls, documentation, and system processes with NIST SP 800-53 standards.

Supported quarterly performance reviews with data-backed QA findings, influencing corrective planning and authored quality control recommendations presented to NIH leadership, increasing audit preparedness.

Conducted deep-dive statistical analyses of cybersecurity metrics to ensure adherence to SLAs and NIH performance thresholds and chaired the Quality Management Working Group (QMWG), driving interdepartmental collaboration and issue resolution.

CVP – Defense Health Agency (DHA), SDD, Remote Feb 2020 – Apr 2021

Project Director / Quality Manager

Oversaw an 11-person team delivering enterprise-wide data assessments, dashboards, and process improvements supporting DHA modernization and directed quality assurance and process validation for the Remedy-to-ServiceNow transition, enhancing usability and reducing defects.

Improved tracking of service delivery through SOP development and performance measurement dashboards and contributed to the cloud migration readiness roadmap through data validation and process redesign.

Authored QMPs and quality dashboards to support real-time visibility of contract performance and improvement needs and presented findings and strategic quality recommendations to senior DHA leadership.

Earlier Experience

GDIT – Defense Health Agency (DHA), SDD, Falls Church, VA

Project Manager / ITSM SME / Configuration Manager / Continuous Improvement Manager (Nov 2008 – Dec 2019)

Managed complex IT and business process improvement projects supporting federal clients, ensuring alignment with mission objectives and compliance standards.

Managed team of 20 geographically dispersed staff across multiple technical disciplines

Completed platform upgrade from Legacy Windows BOXI 3.1 to IBM AIX BCS 4.2

Led cross-functional teams through the implementation of enterprise systems, contributing to improved operational efficiency and on-time delivery across multiple departments.

Supported DHA Solutions Delivery Division transition from Remedy to ServiceNow ITSM, ensuring quality controls met Department of Defense (DoD) and Defense Health Agency (DHA) standards.

Supported compliance with federal regulations, including FedRAMP and FISMA, by aligning security controls, documentation, and system processes with NIST SP 800-53 standards.

Collaborated closely with internal and external auditors to prepare for and successfully pass the ISO 20000-1:2018 certification audit for the Applications Support program, achieving zero findings and demonstrating full compliance with IT service management standards.

Provided oversight and ITSM/ITIL expertise in developing ISO 20000-1:2018 compliant processes and procedures.

Managed corrective action, preventative action (CAPA) process, tracking, and closing 13 preventative actions.

Conducted data assessments across data baselines to ensure data accuracy and presented results through the SDD Executive Dashboard, which provided a high-level overview of SDD's business process Key Performance Indicators (KPI).

Implemented quality controls across Software Delivery Lifecycle (SDLC) activities to ensure projects met contractual goals and objectives.

Provided support for Incident Management, Cybersecurity, and Risk Management following DoD and DHA requirements.

Conducted ITSM gap analysis and process monitoring to ensure continuous compliance with contract specifications.

Education

Master of Public Administration (M.P.A.)

American University, Washington, DC (2008)

Bachelor of Arts (B.A.) in History

Brandeis University, Waltham, MA (2015)

Professional Development

Project Management Professional (PMP) June 2025 Capability Maturity Model Integration (CMMI) Certified Associate Certified Scrum Master (CSM) Lean Six Sigma (LSS) Green Belt ITIL Intermediate – Continual Service Improvement (CSI) ISO 20000-1:2018 Audit Certification CMMI Foundations of Capability CMMI Building Development Excellence CMMI Building Service Excellence OST Global Solutions – Federal Business Development and Win Themes Development Training Certificate GDIT E.X.C.E.L. (Excellence, Commitment, Education, Leadership) Program Graduate

Contact this candidate