Project Manager Management

Natasha Hawkins

**** ********* **., ***********, ** 22150

Cell 334-***-****

Email **********@*****.***

PROFESSIONAL HIGHLIGHTS:

Experienced and certified professional with a successful career in the Information Technology and Telecommunications industries • Excel at interfacing with others at all levels to ensure organizational goals are attained • Possess excellent interpersonal, analytical, technical, and organizational skills • Excel within highly competitive environments where leadership skills are the keys to success • Effective leader with the skills necessary to direct, train, and motivate staff to its fullest potential • Business Analysis experience • Proven change management skills • Strong decision maker • Possess Secret security clearance.

CERTIFICATIONS

Project Management Professional (PMP) Certification August 2007

Project Management Institute (PMI)

ITIL Foundations v3 December 2011

CompTIA Security + November 2009

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EDUCATION

Master of Science, Business Management May 2003

Faulkner University, Montgomery, AL

Bachelor of Science, Mathematics & Computer Science December 2000

Troy University, Troy, AL

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CAREER SUMMARY:

Service Program Manager, April 2011 to present

Verizon Business, Ashburn, VA

• Confirm attainment of client service levels and service deliverables based on contractual commitments (Contract

management and compliancy).

• Ensure Change Management processes are documented, in production, and operations meet contracted requirements.

• Proactively develops & maintains executive client relationships as well as building new relationships within

assigned client base.

• Mature & maintain ongoing Service Improvement Plan for key performance metrics at risk.

• Advance business & service solutions for complex business & client challenges; ability to solve complex problems

and proactively develop and document risk mitigation strategies for Client services.

• Drive online & eMedia tool enablement and adoption.

• Provide financial management support relative to contractual commitments and SLAs (Service Level Agreements).

• Guarantee incident management and problem management process is communicated for day 2 operation based on

contractual requirements.

• Establish & maintain client governance communication and Customer Service Improvement roadmap.

• Monitor supplier KPIs (Key Performance Indicators) and ensure OLAs (Operating level agreements) exist based on

contractual requirements.

• Interface with key functional support teams within Verizon as it relates ongoing customer support

• Implement solutions based on the ITIL methodologies for Verizon on the telecommunications arena.

• Facilitate Governance implementation and reviews for the Verizon customer to maintain and exceed expectations,

grant power, and verify performance

Program Manager/Project Manager, June 2009 to present

Qinetiq North America, Fort Rucker Army Base, Ft. Rucker, AL

• Coordinate activities and functions for US Army Accident Reporting Operations and Maintenance program to ensure that goals and objectives specified for the program are accomplished in accordance with established priorities and time limitations.

• Participate and recommend processes for Change Control Board activities and ensure practices are implemented across the IT department.

• Prepare and schedule program work plan in accordance with Army specifications; Oversee daily operations and coordinate activities for program; Determine priorities.

• ITIL knowledge

• Software Development Lifecycle (Waterfall / AGILE) framework knowledge and use

• Develop and maintain both Communications Plan and Risk Management Plan for the US Army Accident Reporting Operations and Maintenance which was approved by Army officials.

• Responsible for coordinating 50% of activities with interrelated activities of other IT programs and departments within DoD to ensure optimum efficiency and compliance with appropriate official Army policies, procedures, and specifications.

• Prepare weekly executive status reports for program activities, progress, status, risks, or other special reports for the Army Director of IT programs.

• Facilitate workshops, meetings, and training sessions for the government/users; Coordinate logistics, scheduling and participant communications.

• Perform monthly review of applications with upgrades/ enhancements in conjunction with the IT team to determine acceptance or make decisions pertaining to the applications.

• Liaison for Developers, Business Analysts, Testers, Project Manager’s and other governmental agencies to facilitate program objectives.

• Coordinate major program changes with sponsoring government agencies.

• Provide annual updates for long range strategic program plan for the expansion of the Army Safety Center IT program in keeping with the Joint Logistics Commander’s Program Charter.

• Monitor applications and databases with a view of consolidating databases for cost effectiveness where there are overlapping functions.

Deputy Program Manager/Project Manager/Lead Test Manager/B.A., April 2007 to May 2009

Westar Aerospace & Defense, Fort Rucker Army Base, Ft. Rucker, AL

• Agile Methodologies; SCRUM Process.

• ITIL Experience

• Identified, tracked, managed and resolved multiple project issues; Proactively disseminated project information to all stakeholders for the United States Army Safety Center.

• Documented functional and technical specifications for new application being developed for the US Army Ground and Aviation accident reporting application.

• Identified, managed and mitigated project risk & ensured solution was of acceptable quality.

• Proactively managed scope to ensure that only what was agreed to was delivered, unless changes are approved through scope management.

• Defined and collected metrics to provide project progress.

• Managed overall workplan to ensure work completed on time and within budget.

• Set reasonable, challenging and clear expectations, and held accountable for meeting the expectations. This includes providing good performance feedback to team members.

• Managed software system development and integration projects through all phases of project life cycle - analysis, design, development, testing, implementation, and post-production support.

• Project lead for a client/server application developed with Microsoft SQL and Oracle database.

• Participated in project and planning, budgeting, and requirement analysis.

• Worked with database team in database design and data modeling.

• Developed, gathered, and documented requirements for Army Accident database being developed. These include functional, non-functional, and system requirements.

• Lead Tester for QA testing. Developed testing plans and procedures for unit testing, system testing, and acceptance testing/criteria.

• Created testing scripts to automatic application interface testing.

• Performed business analysis tasks, including the gathering and documenting of high-level business requirements and detailed software requirements specification (SRS).

• Interviewed business users, stakeholders and subject matter experts (SME's) to elicit needs and translate into clear and concise functional and non-functional requirements.

• Iteratively refined requirements based on feedback from business, development and test teams.

• Proven change management skills including automated tracking of requirements, issues and defects.

• Proficient in use of automated tools for change management of requirements, issues and defects. This includes populating requirements repositories, establishing traceability and applying proven change management skills through the full systems development life cycle.

Project Manager/ Lead Application Developer, September 2005 to April 2007

SDS International, Maxwell Air Force Base, Montgomery, AL

• Project Manager for establishing technology standards for ACSC Air Force College Online Distance learning Master’s Degree Program, resulting in superior support by government’s 42nd Communications Squadron.

• Provided mid and long term SOA integration planning for ACSC DL Master’s Degree level network-centric courses, program portal interface, online student support services with an Oracle Warehouse and Datacenter, to establish an enterprise level service framework and environment for Air University online degrees.

• Defined methodologies to lower cost and time requirements associated with technology rollouts to increase project efficiency and reduce downtime.

• Served as Co-Project Manager implementing policies and procedures for ACSC Technology Applications Development and coursework that ensured compliance with government IT standards.

• Worked with newly established Change Management Team in developing methodologies for smooth transformations to new technologies and applications.

• Demonstrated ability of successfully working with operational resources to craft a workable IT supported solution.

• Managed and prioritized multiple requests to ensure timely response to the users.

• Provided strategic focus with oversight of tactical responsibilities; cross division/government wide software and Blackboard courseware knowledge.

• Continuously provided strategic improvement of project management standards and procedures. Worked with management to scope, plan and manage complex project efforts (e. g., divisional/ company- wide, multiple project teams, high visibility).

• Developed business objectives for a department or functional area; Participated as member of the management team that develops strategies for the final rollout and implementation of ACSC Online Degree Program.

• Established and assessed achievement of realistic, challenging objectives through regular communication and a formal performance management program.

Applications Administrator, September 2003 to September 2005

Computer Sciences Corporation, Maxwell Air Force Base, Montgomery, AL

• Senior Applications Administrator tasked with providing on-site support for 600 government personnel on Maxwell/Gunter AFB.

• Consulted with senior executives on future technology issues involving a monthly and quarterly statistical report to track progress of the IT Dept in accordance with Air Force contract standards.

• Provided Monthly and Weekly performance metrics for the IT dept for Senior Management to determine customer support activities.

• Responsible for Database Administration which resulted in the development and testing of government applications to determine usability, infrastructure, and positive or negative customer impact; in effect reduced trouble calls by 30%.

• Developed and managed software requirements, conducted site visits, produced prototype designs, developed and executed test scenarios, and launched product to market.

• Reengineered existing processes for managing software requirements, created systems models, and developed project documentation suite.

• Implemented internationalization and localization strategies for products.

• Managed creation of IT product solutions based upon customer requirements by gathering requirements, developing, implementing, deploying IT solutions and conducting post mortem review of product rollout effectiveness with both internal resources and customers.

• Gathered business requirements, wrote technical specifications, scoped releases, managed development and release cycles, and coordinated releases with other departments.

• Directly responsible for the creation of training manuals for Air Forces employees and installation manuals for IT employees in order to maintain the consistency and steady workflow.

• Solid understanding and proven experience implementing network and system "best practices" and procedures for network administration.

• Designed, implemented and deployed sound project / product management methodologies.

• Proven track record for delivering high quality, cost effective solutions; Saved 40% on budget for IT Dept.

• Conducted research on proposed system upgrades and identified potential incompatibilities that led to alternative system purchase.

• Earned reputation for on-time, on-budget completion of high-profile projects involving Air Force standard applications, some network operating systems, connectivity consultation, and problem resolution.

• Maintained database security and operational efficiency by performing maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.

• Worked directly with System Administrator to ensure level upgrades on the servers where the Air Force applications reside.

• Responsible for processing Air Force financial reports through specialized base wide software for government Financial Dept.

• Knowledge in maintaining and installing all standard Air Force government applications which includes Discoverer, Command Core, Aces, NetPlus, Autocad, etc.

• Database Administration on both two tier and three tier platforms that include SQL, JAVA, Unix, Oracle, and Linux.

• Assistant Database Manager for Core Automated Maintenance System (CAMS, SBSS, & MAPPER). Extensive experience and training in Oracle; UNIX; Java; MS SQL; Visual Basic; C++; HTML; Microsoft Word, Excel, PowerPoint, Access, Publisher, InfoPath; Windows 95, 98, NT, XP, 2000; C; COBOL; HTTP; DBMS, RUP, LAN Architecture, and Remedy.

Systems Analyst, January 2001 to September 2003

Electronic Data Systems, Birmingham, AL

• Analyst on the Bellsouth project where EDS provides all technical support to Bellsouth employees including the setup of LAN/WAN network services.

• Offered support and training for employees in setting up VPN accounts.

• 24x7 Data Center Computer Operations.

• Supported and managed PC Desktop Systems; Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.

• Assisted in Helpdesk operations to provide IT support to Bellsouth employees for a nine state area.

• Specialized in Bellsouth intranet and internal systems, learn to troubleshoot various Bellsouth Applications, network connectivity, & intranet systems solved troubles or isolated problem issues.

• Specialized in Bellsouth LAN Architecture for the IT Systems Network.

• Resolved Intranet, Internet, and Web Based Application issues with Internet Explorer and Netscape functionality.

• Administered MS Exchange e-mail system and Internet Information Server to meet all management, employee, and customer needs for corporate Web site.

• Advanced knowledge in Bellsouth Security Systems including: Bosip, Xsoftware, Datakit, Lmos, QMS, and March Switch Applications.

• Designed and architected global network and security systems including firewalls, IDS, proxies, policy compliance tools, routers, switches, VPN hardware / software, and other security devices as specified.

• Performed troubleshooting tasks in hardware devices including hubs, routers, web servers, proxy servers, personal computers, laptops, technets, printers, Unix Servers, and switches.

• Software responsibilities included Novell, NT Domains, PDA, OpenMail, Windows 2000&NT, Norton Utilities, Aventail Connect, Sun, ViewNow, Remedy, Solaris, Unix, Linux, and Cisco.

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