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Professional Summary
Current Defense Information System Agency (DISA)
Position Title Project Manager / Configuration Manager
Security Clearance Secret
Education
Certification Education
MS in Computer Science/MIS, University of New Haven, West Orange, CT
BS in Industrial Engineering, Bangalore University, India
CERTIFICATIONS
ITIL Expert V3
ISO 20000 (Consultant)
CPDE
PMI
Capabilities and Relevant
Experience Functional/Technology Management
? Technology Operations ? Project Management ? Program Management
? Budget/Cost Control ? Strategic Planning ? Solution Design ? Systems Integration ? Risk Management ? Process Optimization ? Offshore Development
System Architect & SDLC
? E-Commerce Design? Enterprise Application Integration
? Software Development ? Web based Application Design ? Service Oriented Architecture ? Client Server Architecture
IT Governance ? ITIL ? COBIT? ISO 20000 ? CMMI
Training ? ? EXIN Certified Instructor for ITIL
EXECUTIVE MANAGEMENT: Program/Project Management, Technology Op-erations, Software Development, ITIL Implementation
Experienced and Accomplished technology executive with 14 years expertise in software development, project and program leadership, solution development, and enterprise application integration. Managed million-dollar budgets, business processes, and turned around under performing programs. Strong Service Desk knowledge and ITIL process framework utilizing IT Service Management tools. Recruited and lead multi-country technical and marketing teams, supervised off-shore development groups, and directed the development and implementation of new technologies. Consistent record of streamlining operations to improve effi-ciency and facilitating product market launches. Experienced in multiple tech-nologies and project methodologies, including Waterfall, Spiral, Incremental, Ag-ile and ITIL framework.
PROJECT MANAGEMENT
? Managing all aspects of project delivery; including creating project charter, defining project scope, specifying deliverables, estimating duration/effort/cost, and creating detailed project plans;
? Ratify business and functional requirements, technical Approach, Design, Integration, Develop-ment and participates/runs Architecture Board and Project review/ Governance, Board Code reviews.
? Ensure that projects are completed on schedule, and delivered within budget. Identify and track project risks, which could impact deadlines, budgets, and/or resources.
? Coordinate and communicate project team?s tasks. Document, track, and communicate team deci-sions and actions. Ensure that problems are documented, communicated, and resolved. Allocate re-sources and build metrics including KPIs (Key performance Indicator) for multiple projects, set pri-orities for team members while the project is in Approach, Development and QA modes.
? Build scheduling activities, and develop a standard work breakdown structure and schedule tem-plates to improve tracking of large, multi-year project integration efforts.
? Provided hands-on project schedule management using MS-Project for a large process redesign project.
? Supervise development efforts, coordinate with IT Development, Interface, Networking and Quality Assurance teams to determine project timelines and assist in translating functional specifications into technical specifications and test plans.
? Provided project timeline with estimated project delivery dates for ?key? project milestones using MS Project.
? Provide post rollout support and knowledge transfer to maintenance & production support groups. Grade/Score team members? reviews on project completion.
? Proactive reporting to the management (Director/VP/Project stakeholders) at various stages of project completion.
Process Management
? Process Design: Requirement definition, process design, evaluation of existing processes, and implementation support for Incident (Failure Handling), Request, Problem (Root Cause Analysis), Service Level, Supplier, Change, and Configuration Management, as well as Continuous Im-provement processes and supporting procedures and systems;
? Process Assessment: Evaluation of existing, operational or proposed processes against best practice, specifically including both process and organizational staffing, training and design rec-ommendations.
? Change Management: Designed, with extensive staff and management input, a new process and supporting procedures, including end user documentation and software, in an environment that was not practicing change control, automated a manual Change system based on an existing Process, and implemented Change Management in a SOX environment;
? Service Level Management: Drafted key initial service agreements during outsourcing project for private enterprise
CHANGE MANAGEMENT
? Design, implementation and management of Change Management systems, including estimating and planning the task and resources involved, monitoring, tracking the progress and reporting on pro-gress based on existing plan.
? Define and agrees the scope of the Change Management processes, function and items. Developed Change Management policy and standards, plans and procedures.
? Conducted cost benefit analysis of Change Management tools and recommended those that best meet the business requirement, budget, resource and functional requirements.
? Define the guideline for Changes to be uniquely identified with naming conventions, ensures that staff comply with identification standards for every object types, environments, processes, lifecycles, do-cumentation, versions, formats, baselines, releases and templates.
? Plans population and management of the Change database, central libraries and tools, ensures regu-lar housekeeping of the Change database.
? Reviews and approves scope of Configuration Management process, Items and referenced Informa-tion, which needs to be recorded.
? Develops and manages Configuration Management standards, plans, registration procedures, access controls rights and privileges.
? Plans and executed population of Configuration Management Database (CMDB); manages and main-tains Configuration Management Database (CMDB), central libraries, tools, common codes and data.
? Proposed/agreed interfaces with Change Management, problem management, release management, computer operations, logistics, finance and administration functions.
? Ensures any changes to change authorization records are subject to Change Management proce-dures. Performs configuration audits to check that the physical IT inventory is consistent with the Con-figuration Management Database (CMDB) and initiates any necessary corrective action.
? Assists auditors to audit the activities of the Configuration and Change Management team for compli-ance with laid-down procedures; ensure corrective action is carried out.
? Implements the CobiT, and ITIL internal controls and frame work to provide the value of service to us-er?s and Business community
PROFESSIONAL EXPERIENCE
Defense Information System Agency (DISA), Arlington, VA July2009 ? Present
Configuration Manager
DISA Information System Agency (DISA) provides IT Service Management Support for its support personnel to facilitate command and control capabilities in providing enterprise level infrastructural readiness support. DISA is also engaged in providing telecommunications and Infrastructural operational support for the DISA Headquarters, the National Capital Region (NCR), and 38 remote facilities worldwide.
My responsibility includes:
? Setup and Plan and define ITIL compliant Change/Release Management Process and Configuration Man-agement Process.
? Plan, Identify and propose enhancement to existing Configuration Management Tools/Process.
? Propose and define baseline classification and priorities.
? Define change review and milestone process.
? Initiate and propose Request fulfillment process and enhancement.
? Authorize standard and minor change.
? Authorize emergency change.
? Schedule and Monitor changes and ensure those SLA thresholds are met.
? Define Release management process and Hold Post deployment change review.
? Review back out changes depending upon change type.
? Establish configuration items, manage and review them.
? Deploy and populate CMDB, manage CMDB and build change configuration baseline.
? Build and Maintain Service Catalog.
U.S. Department of the Interior, Herndon, VA March2009 ? May 2009
ITIL Process Design Consultant
The Financial and Business Management System (FBMS) is the cornerstone to the Department of the Interior?s future. It is key to the department?s financial management modernization strategy and meeting future business needs. The implementation of FBMS will allow the department to realize the benefits of common processes, a common technology platform, integrated real-time data, and improved operational decision-making. I am responsible in an advisory capacity to study the following Challenges and provide the recommendation.
? Conducted detailed assessment of DOI current IT environment and processes and procedures to deter-mine the current state. This will include assessments of critical areas such as configuration management, system development, system deployment and system operations.
? Assessment of current Baseline service levels .
? Identify opportunities for standardizing IT processes and/or adapting industry best practices based on ITIL Prepare ITIL Assessment Report containing results of the detailed assessment
Ethicon, Inc., Somerville, NJ October2008 ? March2009
Process Design Consultant
ETHICON is a global medical device company and part of Johnson & Johnson Company. The effort is geared towards building a process driven system (software tool) capable of defining the design process and building its Design Requirement Matrix for a given product. This software tool will document the cus-tomer requirements and design input characteristics for a particular product and then show the relation-ship to design output specifications The Design Requirements Matrix and associated design flow down chart is a part of the Ethicon Product Development Process and is a foundation for understanding the re-lationship of customer requirements to the detailed product and process design requirements.
This system will serve the following purpose.
? Document the customer requirements and source of those requirement
? Show the relationship of the product and process requirements to the customer requirements
? Provide a tool and aide for the generation of the product design relationships during the development cy-cle to provide a more coherent and logical indexing of product and process requirement for teams making future product modifications
Fannie Mae. Reston, VA July 2008 ? October 2008
IT Project Manager
? Supervising a Abinitio support team of 12 people at Fannie Mae, which is the leading participant in the U.S. secondary mortgage market with multi trillion dollars market sahre.
? Managing all aspects of project delivery; including defining project scope, specifying deliverables, estimat-ing duration/effort/cost, and creating detailed project plans.
? Ratify business and functional requirements, technical Approach, Design, Integration, Development and Code reviews.
? Coordinate and communicate project team?s tasks. Document, track, and communicate team decisions and actions. Ensure that problems are documented, communicated, and resolved. Allocate resources and build metrics including KPIs (Key performance Indicator) for multiple projects, set priorities for team members while the project is in Approach, Development and QA modes.
? Provided project timeline with estimated project delivery dates for ?key? project milestones using MS Pro-ject.
? Ensure that projects are completed on schedule, and delivered within budget. Identify and track pro-ject risks, which could impact deadlines, budgets, and/or resources.
ERUTAN Inc. Torrance, CA October 2007 ? June 2008
Program Manager (ITSM)
? Analyze and evaluated infrastructure processes and workflows.
? Design, ITIL based process documentation and training that aligned with ?Infrastructure Best Practices ? ITIL V.3?.
? Reviewed infrastructure and provided ?ITIL ? Best Practice? recommendations to be also used for training and guidance of Engineers hired for Infrastructure Operations.
? Collaborated with all streams across the enterprise, wrote operational ?ITIL ? Best Practice? handbooks with Visio diagrams that related to Event, Incident, Problem, Change, Release and Configuration Management.
? Additionally, recommended the expansion of the Help Desk ?Trouble Ticket Role? as currently used, to a workflow management, and automate the RFC process, along with implementing CMDB. Thereby reducing critical time and resources currently used to mitigate abnormal system operations.
? Managed Configuration Change Requests (CCR) and part of the Configuration Change Board (CCB)
? Managed the design, implementation and audit of the core service delivery processes as assigned to the service desk
? Planned, executed, monitored, controlled and developed quality improvement plans as it relates to the service desk area
? Provided guidance and leadership to the IT Service Management team.
? Established and managed policy, processes, and procedures for the IT Service Management Organiza-tion.
? Implemented and executed an initial ITIL/ITSM framework for the enterprise.
? Managed and optimized the functions and roles of the IT service management organization.
? Managed, developed, and implemented service metrics and KPI?s designed to measure the effectiveness of IT services groups.
? Developed and managed executive dashboards and other service management health metrics.
? Coordinated operational and service activities with other IT Teams and other business units in the enter-prise.
? Supervised the ongoing activities of IT services staff, including Service Desk, PC services groups, and other operational service groups.
? Documented processes and procedures for common problems by contributing articles to knowledge bases and wikis.
? Performed advanced service assistance to all users, performs problem reporting, advanced trouble-shooting, problem assignment, and user follow-up through problem resolution.
? Managed the processes assignment of prioritization within the IT services sphere.
? Implemented service desk based on ITIL best practices.
? Successfully negotiated SLA?s, Incident Management, Problem Management, Change Management, Business Continuity, setting Policies, Release Management, Internal/External communication.
CAPITALONE, Richmond, VA August 2006 ? September 2007
Senior Project / Program Manager
Supervised 24-person, cross-functional team for $10.69 billion global financial firm.
? Worked with senior management to develop strategic plan for assurance of consultation and coor-dination with multiple bank divisions and projects.
? Directed build of multi-tier architecture solution as core for future data integration initiatives and cur-rent transaction processing integrated into SOA (service-oriented architecture). This also facili-tates to the back office IT processing system that handles position keeping, clearance, and set-tlement.
? Managed Pro C, J2EE and .NET development teams. Used SharePoint to archive Data.
? Led MIS and enterprise data policy requirement compliance program, ensuring all corporate audit, FFIEC, and CoBIT regulations met.
? Completed project 12% under budget by utilizing Agile Methodology.
? Overall responsible for ITIL framework and ITIL readiness.
? Ensured that incidents and service requests are completed in a timely manner, handled escalations from the users including after-hours, and coordinates with other IT departments in ensuring that user needs are met on a timely basis and within Service Level Agreements (SLA).
? Identified the areas that need improvement through statistical analysis, performance metrics reporting and identifying consistent and persistent problems from the trouble tickets.
? Developed and write ITIL compliant processes and procedures as needed to improve the quality of ser-vices performed and delivered by the Service Desk team. This included, monitoring reports from Remedy, ACD, IVR and individual tickets for quality control.
? Made necessary recommendations to the appropriate customer liaison(s) regarding changes in proc-esses, procedures and any conditions that may be causing unnecessary trouble tickets.
? Assured compliance with organizational objectives and service level agreements in areas such as inci-dent management, problem management and change management.
? Assisted in operational-level troubleshooting activity, identify root causes of problems, and provide solu-tions to prevent future occurrence.
? Provided the process for documentation and tracking activities regarding the status of customer inquir-ies, coordinate appropriate responses, and follow up to ensure customer satisfaction.
? Ensured Service Level Agreements are being met.
ALFA TECHNOLOGIES INC., Falls Church, VA April 2005 ? July 2006
Program Manager
Led integrated global team of 30 technical and marketing professionals for $3 million startup US, Chinese, and Indian partnership focusing on providing wireless technology solutions in those 3 countries for ICTO infra-structure & Organization. Recruited staff and developed business plans, build IT infrastructure and Imple-mented ITIL Framework. Established hardware manufacturing unit in China and QA test facility in India.
PM ROLE:
? Increased business 37% in global telecom market while reducing operational costs.
? Improved product delivery time by reducing system testing process time 8%.
? Lowered maintenance costs 20% in 1 year.
? Improved schedule estimation accuracy to within 10% of actual.
? Delivered 6% increase in Earned Value Management.
? Implemented a Project Office Process that emphasize the company?s strengths and bridged the gaps on the company?s weaknesses.
? Developed and delivered customized Project Management training for the entire organization and specialized training for individual departments.
? Presented monthly Project Summary reports to the management committee.
? Provided concise project documentation, performing status reporting activities
ITIL Role:
? Developed and implemented ITIL Service Support Process Definition Documentation, Process Maps and related ITIL Best Practice Framework ? Processes. Documented processes, using industry-standard mapping formats: process flows Swim Lanes, Roles and Responsibilities Maps (*RACI* charts), etc. Excel and Visio.
? Developed Change Management Process on how approved changes are deployed with a minimum adverse impact on IT services and ensuring the traceability of changes. Developed Processes for key inputs to Change Management i.e., Request For Change (RFC?s), Urgent RFC?s, Forward Schedule of Change (FSC?s), Configuration Management Database (CMDB).
? Implemented Configuration Management Database (CMDB) from scratch.
? Managing and coordinating change implementation ? Monitoring and reporting on the implementation
Reviewing and closing changes ? Chaired Change Authorization Board (CAB), recorded minutes and actions as Requirements for Acceptance & Verification as part of process closure procedure.
? Rolled out Incident and Change Management based on ITIL V3 Frame work.
? Aligned the Change Management Process to ITIL framework. Organized ?Kaizen? events to lower the compliance burden. Make it a smooth, robust and easy to adapt process. Reduced the number of ?touches? in Change Life Cycle by 50%. Defined the success criteria and achieved > 98% change yield (50 changes in a typical week).
? Built the Production Services and Solution Delivery team responsible for Level 3 support and deployments. Defined and implemented transition and support process on ITIL V3 model.
CPJ Associates, Silver Spring, MD April 2004 ? March 2005
Project Lead
Directed IT implementations and upgrades of technology for civil engineering firm.
? Planned and led complete upgrade of IT system, allowing company to better provide clients with tools to enhance city planning & development, and for integrating data from satellite imagery.
? Facilitated 7% revenue growth by implementing newly-enhanced technology platform.
? Supervised team of 4.
VERIZON, Norfolk, VA July 2001 ? September 2003
Project Lead / Process Architect
Directed design team in creating registration and billing system to support national DSL launch by this $93.5 billion global telecom company. Implemented Net technology and comprehensive data systems.
? Reduced operational time from 12 hours to 15 minutes for order, billing, and registration services.
? Streamlined inbound/outbound, web-based, and phone-based ordering processes.
? Participated in implementation effort of CMMI from level 2 to Level 3.
TECHSPAN INC., Fairfax, VA May 1998 ? July 2001
Application Manager
Coordinated strategic plan for effective resource management by creating web-based systems to increase access to employee data, financial data, client information and project status. Managed construction of data warehouse for Cheshire Direct, which handles supply chain, technology integration, Internet, and Intranet needs for Bloomingdale?s, Macy?s, and 2 other Federated-own companies. Hired and led project team.
? Completed data warehouse that reduced inventory costs 30% in 1 year for client.
? Saved millions of dollars by recruiting and leading team that created client?s print and on-line catalogs.
? Designed and implemented ETL processes to store data in data warehouse system.
CAREER NOTES: Previously held positions of Consultant/Process Architect at SIEMENS AUTOMOTIVE (2003), Project Lead/Programmer at MBNA (1997) and Project Lead/Programmer at MFS INTELINET (1996). Details available on request.
AFFILIATIONS
Project Management Institute (PMI), Washington, DC chapter
TiE, Washington, DC chapter
Northern Virginia Technology Council
US India Business Council & Washington Network Group.
Source: http://www.resumemycareer.com/defense-information-system-agency-resume-sample/
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