Senior Federal IT Program Manager and System Administrator

Patricia Massey

Senior Program Management Specialist Federal IT Systems Expert

Hyattsville, MD *************@*****.*** 301-***-**** https://www.linkedin.com/in/patricia-massey

Professional Summary

Results-oriented Senior Program Management Specialist with 10+ years of experience supporting federal agency systems, specializing in Agile project delivery, SQL-driven data analysis, interpersonal skills, strong oral and written communication, and IT system administration. Expert in managing system upgrades, user support, and enterprise software integrations for high-security environments like DOJ. Proven ability to enhance operational performance, migrate critical data, and improve service desk resolution rates by 90%+.

Certifications

Certified Scrum Master (CSM)

Kanban System Design – Kanban Management Professional

Intro to Six Sigma (ALISON)

Leadership Program Certificate – NTT Data

Program Management Certificate – Gener8tor

Core Competencies

Agile Project Management (Scrum, Kanban)

Federal IT Operations & Compliance

System & Database Administration (SQL Server, Apache Tomcat)

ServiceNow, Remedy AR, JSTARS

Data Visualization & Reporting (Tableau, MS Excel)

Stakeholder Communication & Documentation and Presentation (PowerPoint, MS Office Applications)

Test Planning, Regression, and UAT

Team Leadership & Service Desk Support, Management and Knowledge Sharing

Professional Experience

Senior Program Management Specialist / System Administrator (Contract)

NTT Data U.S. Department of Justice, OCIO, SDS, JSTARS Washington, DC

Oct 2013 – Nov 2023

Project Management & Delivery

Led Agile sprint planning, backlog grooming, and milestone tracking using Smartsheet and Microsoft Project.

Oversaw full-cycle system upgrades, reducing system downtime by 25% through optimized patching and deployment.

Developed project plans, meeting minutes, training manuals, SOPs, implementation plans, risk management plans, requirement documents, release plans, release notes, defect logs to streamline workflows.

System Administration & Operations

Managed installations, upgrades, and backups for Apache Tomcat and SQL Server across test and production environments.

Created and executed SQL scripts to monitor case status, clean data, and uncover anomalies in the JSTARS system.

Used OPNET and BSM for proactive monitoring of server and application health.

Customer Support & Analytics

Led the JSTARS service desk in maintaining a 90%+ first-response resolution rate for three 3 years and supporting over 500 monthly service desk tickets.

Designed Tableau and Excel dashboards to report weekly and quarterly metrics to DOJ leadership.

Coordinated ServiceNow/Remedy enhancements to improve ticketing, reporting, and user experience.

Created and managed user accounts in accordance with established policies and procedures.

Conducted regular audits of user accounts and access levels to ensure compliance with company policies and regulatory requirements.

Migrated millions of sensitive records for FBI and U.S. Marshals with zero data loss.

Created system surveys that drove key operational changes.

Awarded for top-tier customer service annually (2013–2023).

Testing & Quality Assurance

Conducted regression testing, bug fixes, and UAT for system updates.

Authored test cases, test plans, step tables and end-user documentation for new features and releases.

Work closely with the development and cross functional teams to improve existing products.

Career Break – Professional Development

2023 – 2025

Completed coursework toward CAPM certification; advanced knowledge in Agile, Kanban, and Six Sigma.

Maintained technical proficiency through continuous learning and freelance troubleshooting projects.

Education

M.S. in Information Technology (Database Systems Technology)

University of Maryland Global Campus

B.S. in Computer Information Systems (Minor: Business Management)

Strayer College

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