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Work Background
IBMProgram Manager
Dec. 2021Program Manager, Verizon Federal Program
* Manage team of 6, consisting of Project Managers, Security Engineers, Software Engineers
* Provide technical leadership and guidance to Verizon Federal team
* Manage completion of all security clearances for team members
* Define project scope, goals, and deliverables in collaboration with IBM cross-functional teams
* Identify and mitigate project risks and issues as well as escalate those issues with other teams within the IBM organization to meet customer deliverables and timelines
* Manage customer expectations and deliverables to help meet government timelines in the most efficient manner
IBMSenior Technical Project Manager
Oct. 2021 - Dec. 2021None · Remote
SevOneSenior Technical Project Manager
Nov. 2019 - Oct. 2021Remote●Manage relationship with outside vendors used for installation, and ongoing maintenance of all virtual HW within customer environment ●Define project scope, goals, and deliverables in collaboration with IBM cross-functional teams
●Identify and mitigate project risks and issues as well as escalate those issues with other teams within the IBM organization to meet customer deliverables and timelines
●Manage customer expectations and deliverables to help meet customer timelines in the most efficient manner ●Responsible managing the schedule, implementation, and any issue resolution for all Software Upgrades within customer environment
●Responsible for the overall project plan, budget, structure, schedule and staffing requirements for Verizon and Verizon Wireless customer
Matlen SilverTechnical Project Solutions Manager, Bank of America
Jan. 2019 - Nov. 2019● Drive Feature solicitation and elaboration on projects that are transforming from Waterfall delivery to Agile delivery
● Manage Project scope, timeline, and funding for multi-million dollar projects
● Engage required technical teams and Lines of Business to ensure a comprehensive understanding of all features
● Mentor and Coach business partners in Agile Delivery process as the Bank continues its Agile transformation
● Translate requirements between business partners and technical teams, helping each understand the impact to the customer
● Drive defect resolution during testing cycles, mitigating impact to deployment timelines
TDAgile Senior Change Manager
Nov. 2017 - Jan. 2019Mt. Laurel, NJ●Drive Change Management activities for the Delivery Transformation Program within the US segment of the bank. This includes activities to move from Waterfall Methodology to Agile Methodology as well as merge Development and Operations into DevOps
●Create ongoing Change Management Plans that include communication strategies as well as training curriculum and engagement strategies ●Develop and direct internal communications mechanisms such as videos, Newsletters, Bulletin Boards, and Leadership presentations to engage and update the US Segment on Transformation progress
●Create metrics to assess effectiveness of the Delivery Transformation within the bank and report metrics with Senior Leadership
●Lead various communication forums, such as Lean Coffees and Roadshows to engage the US segment community and drive the mindset shift
●Create and facilitate relationships with Project Management Office, Architecture, DevOps, Governance, and Senior Leaders to help foster champions of change within each group
●Create and maintain Confluence page to provide customer information across the US segment ●Mentor Interns and Associates that take part in TD’s Intern program
JPMorgan Chase & Co.Service Delivery Manager
Sep. 2016 - Nov. 2017Wilmington, DE●Managed all Service Delivery activities for the Chase Pay group within the bank
●Led partnership meetings with Application Developers, Monitoring teams, and Infrastructure teams to ensure alignment for all Chase Pay initiatives ●Championed process improvements to reduce customer impacts, improve system availability/resiliency, monitoring capabilities, change success and cost efficiencies
●Responsible for maintaining infrastructure hygiene (environment consistency, HW & SW EOS / EOL upgrades, patching and reboot schedule)
●Delivered Trend Analysis and Service Delivery deck to CIO and CTO monthly which includes application health, application performance initiatives, and trend information on all applications associated with Chase Pay
●Tracked and managed resolution of issues that arose during Release cycles for Chase Pay application
●Participated in Daily Stand-up and drove completion of user stories during each Sprint, so as to meet business objectives
●Tracked and escalated defects on Kanban boards to ensure Sprint backlog items that were planned for releases were completed in a timely manner
●Tracked QA testing and UAT testing, capturing any issues that arose and drove those issues to resolution
●Created a Confluence tracking page that was adopted across multiple teams to track and communicate product improvements over time
SevOneProgram Manager
Jan. 2015 - Aug. 2016Wilmington, Delaware●Established the Hardware Refresh Program for the company to refresh out of warranty appliances to newer hardware across the entire customer base
●Led team dedicated to upgrading hardware and software of the SevOne product to the most newest hardware and most current version for all customers ●Wrote Statements of Work for existing customers and new customers covering cost, scope, and schedule for hardware and software upgrade engagements
●Managed 3rd party and internal SevOne resources to deliver projects across North America, EMEA, and Asia Pacific
●Managed customer sign-offs on completed projects to allow for invoicing of revenues
●Ensured customer satisfaction on all assigned accounts
●Advised and guided partners and customers on all aspects of upgrading the customer environment ●Trained and mentored new employees in all aspects of the team directives
CSCService Delivery Manager
Aug. 2001 - Jan. 2015Newark, DE●Represented CSC’s Remote Management Services in New Business pursuits that won CSC multi-million dollar contracts. That included cost estimations for services rendered
●Mentored Network and Server monitoring analysts to ensure the best possible service was given to all of Remote Management Service’s customers
●Hired, trained and mentored new and existing Service Delivery Managers on all tasks associated with the position
●Consistently led efforts for emerging services to reduce cost and increase productivity in monitoring efforts across all customers subscribing to Remote Management Services
●Led multiple projects for accounts in trouble. These efforts uncovered opportunities to better enhance monitoring already in place for existing accounts
●Analyzed new tools being considered for use in the network and server management space
●Diagnosed and resolved operational and process problems that impacted service quality or customer satisfaction
●Developed new processes to support business expansion, ensuring ISO-awareness and compliance in all work activity
●Coordinated and executed tour, presentation and tool demonstrations for CSC outsourcing prospects with potential new clients and identify and pursue opportunities of business expansion with existing clients
●Consistently drove both CSC teams and customers to engage and collaborate to meet agreed deadlines and attain best implementations of subscribed services
●Worked with functional area managers (Tools, Performance Management, Network Operations, Backup Monitoring, and Server Operations) to obtain resources and achieve skill readiness for specific new and existing business support
●Responsible for successfully transitioning Network and Server monitoring services to CSC’s offshore Remote Management Services
●Recommended financial updates to accounts subscribing to Remote Management Services
US ArmyNetwork Switching Systems Operator
May. 1994 - May. 2001●Supervised the installation, operation, deployment, and direct support systems maintenance of small to large scale electronic switches, node management facilities, associated multiplexing and combat net radio interface equipment, short-range line of sight radio systems, and communications security devices
●Trained new personnel in Operations of Network Switching, communication security operations, Combat Net Radio Interface procedures, and associated computer related technical tasks
●Interpreted orders and compiled system statistics for the Shift or Node
●Requested logistical support for switching teams or shifts
●Implemented network control center generated changes to support operational requirements ●Established and monitored large area WAN/LAN networks supporting data and voice customers
●Participated in debut rollout of new equipment such as CISCO routers and Sun/Solaris monitoring tools
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