Program Management Specialist
Resume:
Patricia Massey
Hyattsville, MD
*************@*****.***
Dear Hiring Manager,
I am writing to express my interest in opportunities with your company that align with my background in program management, IT systems support, and technical analysis. With more than a decade of experience supporting federal agencies—including the Department of Justice—I bring a strong record of Agile project delivery, SQL-driven analysis, system administration, and clear, actionable documentation.
From 2023 to the present, I stepped away from full-time employment to attend to personal matters and to focus on professional development and to reassess the direction of my career. During this period, I completed advanced coursework in Agile methodologies, Kanban, Six Sigma, and CAPM-aligned project management. I also maintained and expanded my technical skills through independent study, hands-on troubleshooting, and structured learning. This intentional pause has strengthened my capabilities, sharpened my analytical approach, and clarified the type of roles where I can deliver the most value.
Prior to this period, I served as a Senior Program Management Specialist and System Administrator for NTT Data in support of the DOJ. In that role, I led system upgrades, coordinated Agile delivery cycles, improved service desk performance, executed zero-defect data migrations, and authored technical documentation used across teams. I am known for my structured thinking, clear communication, and ability to translate complex technical requirements into practical solutions.
I am now fully ready to re-enter the workforce and contribute immediately. I am particularly interested in analyst, IT, operations, program coordination, or technical writing roles—whether remote, hybrid, or based in Maryland or Washington, DC.
I would welcome the opportunity to discuss how my experience, refreshed skill set, and renewed focus can support your clients’ needs. Thank you for your time and consideration.
Sincerely,
Patricia Massey
Patricia Massey
Senior Program Management Specialist Federal IT Systems Expert
Hyattsville, MD *************@*****.*** 301-***-**** https://www.linkedin.com/in/patricia-massey
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, and IT system administration. Expert in managing system upgrades, user support, and enterprise software integrations for high-security environments such as 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
SQL Server, Apache Tomcat Administration
ServiceNow, Remedy AR, JSTARS
Data Visualization, Dashboards & Reporting (Tableau, MS Excel)
Stakeholder Communication, Documentation & Presentation
Test Planning, Regression, and UAT
Team Leadership & Service Desk Support
PROFESSIONAL DEVELOPMENT
Jan 2024 – Present
Completed advanced coursework toward CAPM certification; strengthened Agile, Kanban, and Six Sigma expertise.
Continued hands-on technical growth through independent troubleshooting, system support, and skills-based training.
Maintained proficiency in SQL, documentation, and project coordination through structured self-study and applied practice.
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
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.
Participated in Agile sprint planning, backlog grooming, and milestone tracking using Smartsheet and Microsoft Project.
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, maintaining a 90%+ first-response resolution rate for three years and supporting 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 and reporting.
Created and managed user accounts and conducted regular access audits.
Migrated millions of sensitive records for FBI and U.S. Marshals with zero data loss.
Created system surveys that drove key operational improvements.
Received annual customer service awards (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.
EDUCATION
M.S. in Information Technology (Database Systems Technology)
University of Maryland University College
B.S. in Computer Information Systems (Minor: Business Management)
Strayer College
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