Program & Project Manager - Data-Driven Analyst (5+ yrs)

Deva Adumanisa

Washington, DC *************@*****.*** Linkedin.com/in/devaadumanisa 240-***-****

PROFESSIONAL SUMMARY

Results-driven Program and Project Management Professional with over 5 years of experience supporting federal, IT, and customer-focused operations. Skilled in project coordination, data analysis, and process improvement with a proven ability to streamline workflows, optimize performance, and enhance client satisfaction. Proficient in Power BI, JIRA, ServiceNow, SharePoint, and CRM platforms to automate reporting, manage deliverables, and enable data-informed decision-making.

AREAS OF EXPERTISE

Project Coordination Process Improvement Data Analysis Workflow Optimization KPI Tracking Agile Methodologies Cross-Functional Collaboration Client Management Customer Retention Regulatory Compliance

TECHNICAL SKILLS

JIRA Power BI Zoom Slack Microsoft Teams Notion Confluence Google Workspace Zendesk Microsoft Dynamics 365 macOS/Windows Administration ServiceNow HazMatics (PHMSA Hazardous Materials Information System) PHMSA Portal (DOT Systems) SharePoint Visio Power Apps Microsoft Office Suite HIPAA/PII Compliance Tools

PROFESSIONAL EXPERIENCE

Data Analyst November 2022 - September/2025

Puyenpa (Govt Contractor :Department of Transportation Washington, DC

●Designed and implemented Power BI dashboards to visualize hazardous materials incident data, uncover compliance trends, and improve decision-making for federal oversight programs.

●Consolidated and validated large datasets across multiple databases to ensure 99% accuracy, consistency, and timely access for reporting.

●Automated recurring compliance reports using Power Query and SQL, cutting manual reporting time by 35% and improving reliability.

●Reviewed incident reports for SOP and regulatory compliance, identifying reportable cases and maintaining data integrity.

●Maintained strict adherence to HIPAA, PII, and FISMA standards to safeguard confidential information and ensure data governance.

IT Support & Customer Service Specialist September 2021 - October 2022

Kaiser Permanente Fulton, MD

●Delivered Tier 1 and Tier 2 IT support, resolving system, software, and access issues through ServiceNow and CRM tools with a 95% first-contact resolution rate.

●Guided members through KP.org setup and digital troubleshooting, boosting self-service adoption by 30% and reducing repeat inquiries.

●Resolved billing, claims, and system access escalations with zero errors and compliance with HIPAA standards.

●Collaborated with IT, billing, and clinical teams to improve the Post-Stabilization Notification (PSNAP) workflow, reducing turnaround time by 25%.

●Documented all interactions to identify recurring issues and recommend improvements to enhance user experience and reduce downtime.

Quality Assurance Analyst January 2020 - August 2021

ID.Me McLean, VA

●Partnered with state agencies to verify claimant identities and prevent fraudulent unemployment claims, ensuring compliance with federal verification standards.

●Conducted document and identity reviews via live video, reducing verification errors by 25% and improving processing accuracy.

●Documented recurring technical and user issues to support engineering teams in optimizing system performance.

●Performed UAT and regression testing to validate platform updates and ensure system stability and accuracy.

●Maintained 100% adherence to data security and privacy policies during claimant identity verification.

Assistant Manager May 2014- December 2019

Enterprise Rent A Car Bowie, MD

●Managed branch operations, staffing, and a fleet of 200+ vehicles, maintaining 98% inventory accuracy and regulatory compliance.

●Increased branch sales by 25% year over year through effective team leadership and strategic sales execution.

●Developed cost-control strategies that reduced maintenance expenses by 15% through vendor management and process optimization.

●Trained and supervised staff to enhance productivity, customer service, and operational excellence.

●Ranked in the top 10% of regional performers, exceeding performance and sales benchmarks.

EDUCATION

Bachelor of Arts, Business Administration

Frostburg State University

CERTIFICATIONS

Professional Scrum Master (PSM I)

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