IT Program Manager - ITSM & DevOps Leader with SEC/Public Trust

Results-driven and highly accomplished IT Service Management (ITSM), IT Mergers & Acquisitions(M&A) Involvement, DevOps SaaS/PaaS systems data CI/CD pipeline, IT Cybersecurity Program, Project, and Product Manager with over 20 years of progressive experience delivering strategic initiatives and Enterprise IT Infrastructure Library (ITIL) solutions across government, healthcare, finance, and telecommunications sectors. U.S. Citizen with an active Secret and Public Trust Clearances, Certified PMP® (#2983640), Professional Scrum Master PSM I® (#475016).

Federal Program Management: Directed multimillion-dollar programs (>$7M) supporting over 2,000 end users for Health Care, IRS, SSA, DoD, and other federal agencies. C-level executive, supervised corporate initiatives, IT Service Management (ITSM), IT Mergers & Acquisitions(M&A) onboarding/offboarding, training, forecasting, and application development (AD) compliance, DevOps, SaaS, and PaaS environments.

Technical Leadership: Worked and managed project artifacts (RFPs, SOWs, DFRs, WBS), resource planning, workflows (Visio), change control board (CCB), governance across projects OTExstream, Oracle/SQL Server DB Schema ODBC, Splunk, Dynatrace, TIBCO BPM, PEGA PRPC, FileNet, and RDBMS of automation and validation ad-hoc output. Managed PLM by communication, facilitation, and presentation skills, proven ability to influence and engage service level agreement (SLA) and stakeholders at all levels, and led integrated teams across multiple sites, promoting core values of agility, transparency, and shared ambition. Mentored RACI matrix across teams and advocated continuous improvement.

PLM Collaboration & Stakeholder Engagement: Facilitated collaboration with all levels of SAP Business Process Management (BPM), building Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Customer Relationship Management (CRM), and Warehouse Management System (WMS) stakeholders, and analyze the problem, mitigation of potential risk 360-degree analysis to ensure stakeholder goals.

Portfolio & Budget Oversight: Managed entire project portfolios and budgets. Prepared and delivered IT Service Management (ITSM) artifacts, including project PI, PP, PMO, tracking, Risk, WBS, closing, SLA, SOWs, Charters, Work Plans, WSRs, eTPRs, PMRs, and resource allocation plans.

PM & Artifacts: Prepared project initiation, planning, prioritization, procurement, PM essentials, PMO, Project tracking, Key performance index (KPI), Risk management, WBS, Cost, Staff Management, Operation & maintenance(O&M) within SaaS/PaaS and ITMS within ITIL framework. technical documentation such as process maps, BRDs, system flow diagrams, user experience (UX), maps, test plans, use cases, test cases, etc.

Project & Vendor Collaboration: Communicate and collaborate on IT Acquisitions with CCM, ERP, CRM, CMS partners, and vendors to develop solutions, define and track requirements, change control board (CCB) requests, resolve roadblocks, and project-related issues. Generates and delivers weekly, monthly, and quarterly project status reports for all stakeholders to meet PLM mission & vision, portfolio strategy alignment.

ITIL Incident, Problem, Change, Release, SLA, and Assets management: Proved a proactive approach to driving revolution, adopting risk, and leading change initiatives with minimum supervision to achieve strategic goals. Excels in compliance, applying strong analytical, problem-solving, consultative, and decision-making skills to navigate complex or critical situations independently within a dynamic, complex environment.

Digital Transformation & Modernization: Spearheaded IT modernization and digital transformation initiatives across client-server, DevOps in CI/CD pipelines, mainframe, and web-based systems, including Pega Cloud for Government (PCFG), PEGA, TIBCO, Splunk, HP, OpenText Exstream, Data Analytics Qlik Sense, MS Power Automate, Power BI, Net Hub to AWS S3 Cloud, FileNet, Data Center, Data Warehouse, ETL, etc.

Data Pipeline Governance and Compliance: Lead DevOps SaaS/PaaS systems data CI/CD pipeline within NetHub and AWS S3, Python, DW on data mapping and gap analysis to analyze existing processes, analytics, Qlik Sense, Power BI tools, Tableau, following compliance guidelines to generate the DOD Grid system visualization and dashboard.

Data Analysis and Automation: Designed and optimized data models, DAX measures, and calculated columns to support advanced analytics and reporting needs. Integrated data from multiple sources, SQL databases, Excel, and APIs into Power BI and Tableau for centralized reporting. Automated recurring reports and implemented scheduled refresh to ensure real-time data availability for stakeholders, and implemented best practices in data modeling and visualization AI- assisted dashboard, translating requirements into AI-powered analytics solutions using ZenAI.

Cybersecurity Compliance & Governance Security Implementation: plan, coordinate, and deliver cybersecurity projects — ensuring they meet and manage scope, budget, schedule, and compliance requirements while managing risk. Align projects with frameworks like NIST, FISMA, ISO 27001, FedRAMP, or CMMC. Oversee deployments of firewalls, SIEM tools, endpoint protection, or identity management systems. Incident Response Support by coordinating responses to data breaches or security incidents. Working with the FedRAMP Authorization to Operate (ATO) process. Preparing documentation for System Security Plans (SSP), POA&M (Plan of Actions and Milestones), and Security Assessment Reports (SARs). Work closely with CIOs, ISSOs, and compliance auditors to ensure security posture meets OMB.

Product/Project Agile & Hybrid Expertise: Managed the intersection of user experience UX, Tech, and Business PM sits in the center to solve customer problems and products and their ROI success using SDLC and Prioritization. Orchestrated Scrum and Kanban Agile environment for project, Product Life Cycle Management, and implemented KPIs to evaluate project/product health, and team organization.

Technical Project Management & Domain Expertise: Developed Object-oriented Programming (OOP) and managed Client-Server, Data governance, Oracle RDBMS Data Warehouse, Data Centers, Web Applications, DevOps in CI/CD pipelines, PEGA, TIBCO, Splunk, FileNet, ETL and API Online Digital Transformation and validation process, OpenText Exstream Software license, Procurement, Mainframe, RDBMS projects within Government, Health Care, Insurance, Telecommunication, Childcare, and financial domain.

TECHNICAL SKILLS SUMMARY

Project Methodologies:

Agile (Scrum, Kanban), Waterfall, V-Model methodology

Technical Skills/Tools:

IT Project Management, Resource Management, ITIL, Qlik Sense, Power BI, Power Automate, Data Center, Data Warehouse, ETL, AI/ML, GenAI, Python, Machine Learning, PEGA, TIBCO, Splunk, SQL Server, DB2, Oracle, PostgreSQL, SharePoint, Confluence, Microsoft Office Suite, Visio, ServiceNow, ALM, SharePoint, OpenText Exstream, C++, XML, HTML, JAVA & Data Structures, Unix/Linux, Agility/VersionOne, Jira, Agile Studio, SOAP UI, Postman. MVS COBOL JCL, DevOps in CI/CD pipelines.

PROFESSIONAL EXPERIENCE

Department of the Treasury Internal Revenue Service (IRS), New Carrollton, MD (08/2024 – 09/2025)

IT Project Manager IRS – AD Compliance Team

Led IT modernization efforts for the Enterprise Case Management (ECM) Program, focusing on IT infrastructure Library (ITIL) IT Service Management (ITSM) and IT Mergers & Acquisitions (M&A) within EPPaaS Cloud migration DevOps in CI/CD pipelines for Pega Cloud for Government (PCFG), case management digitalization, and MS Project, MS Power automation, PowerPoint, with Artificial Intelligence (AI) infrastructure to enhance performance, SLA, OLA and CCM through API Getaway DEP, EDP, ECS, ETCP, ETCS, CSTP 360 and RDBMS validation.

Serving as Product Owner, Scrum Master, and Data Analyst, supporting Agile Studio in the PEGA system data governance, Application Development (AD) compliance app mod, and development migration team, executing PL/SQL data validated scanning output documents QA.

IT Mergers & Acquisitions (M&A) managing budget, audit PEGA system consumption reporting; Cybersecurity vulnerabilities for legacy systems, coordinating with release management on O&M for ECM activities for Exam, Whistleblower, RPO, E-Trak, EIM OPR EIM, DIM, CI, CS Applications.

Working on Pega Cybersecurity vulnerabilities with the FedRAMP security incidents Authorization to Operate (ATO) process.

Collaborating with EOPS, UNS, ES, Cyber, SP, and EPMO technical leads and CDRP for DocBridge to AFP, the AD on intake requests, enablers, timelines, and release planning using MS Project, PowerPoint, and Power Automate flows and dashboard, JETCS apps, and ELM tool.

Kearney & Company (Client DOD), Pentagon, Alexandria, VA (01/2023 – 08/2024)

Senior IT Program Manager

Provided PM support to the Secretary of the Air Force (SAF) Financial Management and Budget Systems (FMBS) division, Oversaw Financial Management Suite (FMSuite), data integration with Detail Budget Requirements (DBR), Execution Plan (ExPlan), and the FASTR community space data visualization dashboard on the Advancing Analytics (ADVANA) platform, FACTS, ACC, FMBOS, DEAMS, and AFM systems.

Enabled development of the Financial Data Analytics reporting tool in Qlik Sense and led the decommissioning of legacy Power BI tools.

Integrated data from multiple sources, SQL databases, Excel, and APIs into Power BI and Tableau for centralized reporting. Automated recurring reports and implemented scheduled refresh to ensure real-time data availability for stakeholders.

Provided IT infrastructure Library (ITIL) program, managed SLA, RACI matrices, and collaborated with stakeholders across OSD, O&M, FMBI, RDT&E, MILCON, MFH, MILPERS, SAF, and MAJCOM dashboard to support evolving program and cybersecurity requirements.

Worked with the FedRAMP Authorization to Operate (ATO) process. Preparing documentation for System Security Plans (SSP), POA&M (Plan of Actions and Milestones), and Security Assessment Reports (SARs). Work closely with CIOs, ISSOs, and compliance auditors to ensure security posture meets OMB.

Supported Department of Homeland Security (DHS) Transportation Security Administration (TSA) systems as a Scrum Master, collaborated with the Scrum team to orchestrate agile ceremonies, board using the JIRA tool, and accomplished 30% project performance.

IT Concepts (Client: Social Security Administration), Baltimore, MD (10/2022 – 01/2023)

IT Project/Product Manager

Partnered with SSA infrastructure teams to support project goals, delivery under OEIS and DTSAF divisions.

Analyzed data from SSA systems to define integration requirements and guide project decisions effectively.

Supported SDLC within Agile methodology for eLAS Notices and Appointment systems, wrote PL/SQL queries, including SIT, UAT, Regression, and Smoke Testing within Relational Database Management Systems (RDBMS) and TOAD tool.

O&M Risk management, SLA, release, Incident CAPRS tickets for frontend/backend systems and service validations.

Utilized VersionOne/Agility in Agile environments to create functional and technical documentation using BPM tools.

Peraton / Northrop Grumman (Client SSA), Baltimore, MD (03/2020 – 09/2022)

IT Project/Product Manager

Supported SSA clients on OEIS, DMP, and ODT API projects with cross-functional teams using the Agile JIRA tool to meet sprint and release goals.

Managed Agile, Waterfall, and hybrid projects, capturing retrospective sessions and best practices to mitigate risk with a cross-functional team.

Led payer integration project post-acquisition, analyzed RDBMS tables and data, wrote PL/SQL queries using TOAD, delivering key functions like claims re-routing, eligibility, credentialing, and portal operation in User Experience (UX) in Java. Data validation using SOAP call and Post master.

Analyzed and documented functional and technical specs using BPM practices within SDLC frameworks.

Prepared weekly infrastructure reports by coordinating Power BI, ServiceNow, mobile, and SharePoint teams.

CareFirst BCBS, Washington, DC (01/2012 – 03/2020)

Senior Technical Product Delivery Manager Software Operations & Enterprise Solutions

Managed IT infrastructure Library (ITIL), IT service management (ITSM), IT Mergers & Acquisitions (M&A) activities, end-to-end software O&M, including project planning, procurement, IT assets, Software Licensing, budgeting, Regulatory exposure (HIPAA), Cybersecurity vulnerabilities, scheduling, risk management, SLA, release O&M, IT assets, Incident, Service, process improvement in Agile, Waterfall and hybrid SDLC.

Collaborated cross-functionally with product owners, sponsors, SMEs, developers, DBAs, QA, and validation teams to ensure compliance with change control board (CCB) requests and deliverables of sprint release goals for SBC, EOB, NOP, REEMIT, Vouchers, Invoices, and checks apps.

IT Mergers & Acquisitions (M&A) led the Document Automation Center (DAC) team's SDLC implementation, and coordination among stakeholders, vendors, and business partners of 12+ onshore and offshore resources. Directed on/offboarding processing.

Worked and managed project artifacts (RFPs, SOWs, DFRs, WBS), resource planning, workflows (Visio), change control board(CCB), governance across projects OTExstream, Oracle/SQL Server DB Schema ODBC, Splunk, Dynatrace, TIBCO BPM, PEGA PRPC, FileNet, and RDBMS of automation and validation ad-hoc output.

Acted as a developer and SME on HP/OpenText Exstream modules, including Live, Live Editor, Content Author, and Command Center, with content generation focused on ADA (508 Compliance) daily batch, ad-hoc/on-demand jobs.

Migrated legacy Apps (EOB, NOP, REEMIT, Vouchers, Invoices, checks, etc.) into PEGA, integrated with HP/OpenText Exstream, TIBCO, and FileNet.

T. Rowe Price (CSC), Owings Mills, MD (09/2011 – 01/2012)

OpenText Exstream Lead IT Developer/Analyst

Led development on the FONASU Retail project, leveraging OpenText Exstream (v7.0.605) to developed real-time PDF/PS generation using OpenText Exstream, integrating with JSP-based VANTAGE via SOAP/XML

Designed and built complex HP Exstream applications, including PDF/PS output formatting using advanced tag sets, initialization data files mappings, templates, tables, and flow pages, and pass-through PDF configuration.

Executed unit and integration testing; prepared and released Exstream PUB files for SOAP integration; collaborated with Quality Testing and UAT teams, ensuring compliance with form governance standards.

Allstate Insurance Co. – Jacksonville, FL (12/2010 – 09/2011)

Senior IT Systems Analyst

Collaborated with the ACSS team on migrating the Letters Application to HP Exstream Dialogue, ensuring seamless transition and system integrity, modified MVS JCL, and used File-AID for test data simulation.

Uploaded exception entries to Prebill and production using CPI tools.

Verizon Wireless, Warren, NJ (08/2008 – 10/2010)

Senior IT Developer/Analyst

Supported ongoing IT Billing Systems under the Universal Invoice Management (UIM) team.

Provided development and support for Exstream Dialogue Billing Applications, operating in a mainframe environment, and was responsible for generating over 30 million individual invoices monthly.

Led the Spanish Bill Redesign initiative, modified components in TCOM and XCOM application objects (e.g., tables, data files, and business rules).

Completed integration and migration of redesigned billing components within the MVS production environment.

Nationwide Insurance – Columbus, OH (10/2007 – 07/2008)

IT Application Developer Analyst

Developed RTF policy forms for Word, PDF, and text formats across TLE, NOP, and MRDF applications.

Supported COBOL/JCL updates, splitter programs, and production migrations in the MVS TSO environment.

Handled FTP transfers, UAT coordination, and Exstream Content output delivery to the Central Printer.

Collaborated with System Architect, DBA, and cross-functional teams to resolve issues and ensure successful deployments.

Fidelity Investments, Covington, KY (07/2007 – 09/2007)

IT Developer/QA Manager

Utilized Exstream Dialogue on a Unix system to meet a 2-hour SLA for output delivery. RDBMS Data analysis and validation for QA control.

Supported ERP transition by assisting the Exstream Dialogue team with ad hoc document generation and local print shop output validation.

Nationwide Insurance, Columbus, OH (10/2006 – 07/2007)

IT Application Developer/Analyst

Edited RTF policy forms for Word, PDF, and text formats within the Electronic Forms Request system.

Supported TLE, NOP, and MRDF applications; coordinated issue resolution with stakeholders.

Modified MVS COBOL JCL and splitter programs; managed FTP migrations to MVS TSO for production.

Handled UAT output and delivery to the Central Printer.

Accenture – Lansing, MI (08/2005 – 09/2006)

Senior Programmer

Contributed to the effective release of the Michigan Child Support Enforcement System (MiCSES) project, a CMMI Level 4 initiative DocGen Fast Track Forms development Team, optimizing form content generation within Process improvement CMMI level sigma three to four level.

Developed Establishment PA and Enforcement FOC forms in XML/TML, converting Oracle 9i Forms to XML for PDF generation, and conducted lifecycle testing using the V-Model. Utilized Exstream Dialogue v5.0.024 to create application objects, XOBs, PUB packages, and output reports.

ExIS Inc (Mitsui USA) New York, (03/2005 – 06/2005)

IT System Analyst

Provided multi-tier technical O&M production support and stakeholders' requests in a timely fashion.

Developed application Forms and wrote PL/SQL queries for Reports using SQL Server database. Prioritize incoming requests based on the guidelines provided by System Operations Management, reflecting the business impact of the issue.

Maintenance of the Back End SQL Server, Access Database. Update the GUI on VB 6.0 and test the application within the team environment.

Designed and manipulated data in relational databases. Using VB 6.0, interacting with end-users, and troubleshooting basic application issues. Follow up with the user to ensure satisfactory resolution and closure.

BUSINESS DISTINCTIONS

• Department of Defense (DOD) • Federal Government • Health Insurance

• Telecommunication • Investment • Government Child Support

EDUCATION

• Bachelor's in Business Administration (BBA) in Computer Information Systems – Monroe College, Bronx, NYC, June 2003. GPA: 3.80.

• Associate degree in Computer Science – Monroe College, Bronx, NYC, April 2001. GPA: 3.78.

CERTIFICATIONS

• Project Management Professional (PMP) ®-2983640

• Professional Scrum Master (PSM1) ®-475016

• Crucial Conversation (CC) Certification Provided by VitalSmarts

• Oracle eight modules Certification course on Oracle 8i/9i

TRAINING

• Contracting Representing Officer (COR1-FCR110)

• Project Management Professional (PMP) Course.

• PEGA SEA (System Architect essentials 7.2) Training by PEGA Academy

• OT Exstream Dialogue V16.0 Design Manager to generate documents in fast and efficient ways.

• Completed Oracle Certification course on 8i/v9i Fundamentals, SQL & PL/SQL, Oracle 8i/v9i Architecture & Administration, Backup and Recovery, Tuning &Troubleshooting, Network & Distributed Admin. A+ Certification, Career Center, J2EE Connector Architecture

• ATS/Services - Effective Technical Writing, ATS Application Programming II: Ensuring Programming Quality

• Artificial Intelligence (AI) and Career Empowerment (University of Maryland - Robert H. Smith School of Business)

• Data Landscape of GenAI for Project Managers- PMI

• Practical Application of Generative AI for Project Managers- PMI

• Talking to AI: Prompt Engineering for Project Managers- PMI

• Generative AI Overview for Project Managers-PMI

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