Customer Service Project Management

Jennifer A Pizzillo

Contact: Voice/Text 410-***-****) Email (********@********.***)

Skills

Project Management, Data Analytics, Problem-Solving, Communication (Oral, Written, Presentation), Internal/External Customer Service, Research, Negotiation Work Experience

IT Vendor Management Specialist

IT Vendor Management Office, HHS, Washington DC

May 2019–Present

● Managed agency-wide enterprise software portfolio valued at $2.6B. Portfolio products: VMWare, Omnissa, Linux Support (Oracle and IBM), Salesforce, Microsoft, Java, Adobe, Docusign, Cisco, Oracle, SAS institute. Portfolio management activities include contract prep, requirements-gathering, and post-award operationalization

● Cultivated relationships with IT Industry Partners to work on Enterprise deals

● Actualized $400M in savings by eliminating 2,000+ redundant contract actions

● Founded the first HHS-wide software purchasing program to manage enterprise agreements for all HHS Operating Divisions and Staff Divisions

● IT planning and management, including guidance and governance, and creating and implementing timelines, action plans, data collection methodologies, and evaluation procedures

● Created and implemented team SOPs, workflows, process maps, spreadsheets, data reporting, and documentation processes to improve management operations, financial oversight, and identify opportunities for efficient consumption

● Presented enterprise agreement recommendations and proposals to high-level federal government decision-makers

● Enhanced customer experience and operational outcomes by leading the redesign and relaunch of a Salesforce-based VMO business app (converted from servicenow): revamped data dashboards, optimized user experience by using dynamic search, incorporated automated renewals and license count processes, expanded portal for vendors (to interact with HHS IT users, update price books, and communicate with requesters on quotes for new software needs) Management Analyst

Office of Acquisitions & Logistics Management, National Institutes of Health, Bethesda, MD June 2013–May 2019

● Directed web communication strategy and digital consolidation efforts by managing the office website and intranet, and leading enterprise-wide unification of web platforms in compliance with HHS policy

● Led organization-wide succession planning with leadership to create action plans for professional development, knowledge retention, and future hiring strategies for high-risk, high-impact roles

● Established training and knowledge management systems by designing a comprehensive SOP framework and companion guide to ensure consistency, usability, and long-term information retention

● Collaborated across the agency to develop and deliver projects focused on employee engagement, program analysis, digital communications, business intelligence, SharePoint governance, and process improvement

● Chaired the Workplace Flexibilities Group to drive the development and implementation of policies for remote work, hoteling, alternative schedules, and shared spaces to support a future-ready workforce

Public Access Support Center Analyst (detail position) NIH Office of Extramural Resources, NIH, Bethesda, MD June 2015–November 2015

● Managed correspondence with NIH grantees and grants management specialists at NIH to meet

“public access compliance” requirements

● Used analytics to enhance operational efficiency and engagement strategies to implement data-driven communication plans and create SOPs and document workflows

● Applied reporting and analytics tools and specialty databases, including QVR, PubMed, MyNCBI, and ticketing systems, to resolve compliance questions Public Health Analyst

Office of Health IT and Quality, Health Resources Services Administration, Rockville, MD Februar 2013–June 2013

● Provided database support, federally compliant record management plans, and SOPs for Health Services Administration Medical Claims Review Panel

● Coordinated monthly Federal Health Collaborative meetings, including sourcing presenters, web content, agenda preparation, handouts, membership

● Developed quality measure plan aligned with the National Quality Initiative Administrative Associate

Maternal and Child Health Bureau, Health Resources Services Administration, Rockville, MD January 2011–February 2013

● Coordinated 50+ webinars annually, and recorded nationwide, industry-specific meetings for up to 1,000 participants

● Developed best practices document as a guide to developing an effective website for grantees

● Developed recommendations for evaluation and consolidation of technical assistance and resource centers funded through grants and cooperative agreements

● MCHB website relaunch: converted old content, new content, new content strategy, and a new content management system

● Communications liaison for social media posts related to MCHB grants work

● Managed calendars for the Associate Administrator and Deputy Associate Administrator

● Timekeeper, travel planner, records management liaison, FOIA liaison

● Coordinated executive correspondence as Executive Secretariat for MCHB Lead Extramural Support

National Cancer Institute (NCI), NIH, Bethesda, MD February 2007–January 2011

● Oversaw the administration of support to externally funded research programs, including arranging for local and international travel, conducting policy analysis, and monitoring for and implementing process improvements.

● Responsible for managing reporting, tracking systems, training/professional development, meeting planning (local and national) for all MDs and PhDs in the NCI Division of Cancer Treatment and Diagnosis

● Served as Team Lead, monitoring and coordinating the activities of nine subordinate team members

Education:

B.S. Fine Arts, area of concentration: Painting

Towson University, Towson, Maryland

Academic Honors: Cum Laude

Special Certification: Contracting Officer’s Representative Level III (3) (Active), S.A.F.E Agile training Personal Attributes

Creative, Efficient, Collaborative, Adaptable, Perceptive, Reliable

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