University Of MarylandCollege Park, MD, Expected in 05/2016 – –Bachelor of Arts:Political Science and Government - GPA:
Gonzaga College High SchoolWashington, DC, Expected in 05/2012 – –High School Diploma: - GPA:
Certifications
ServiceNow Certified System Administrator - ServiceNow
Certified Implementation Specialist - IT Service Management - ServiceNow
ITIL Foundation v3 - AXELOS Global Best Practice
ITIL Foundation Certificate in IT Service Management - AXELOS Global Best Practice
Work History
Engility Corporation - Problem Management Manager and Data Analytics & Reporting Analyst Panama City, FL, 01/2019 - Current
Oversee the Problem Management process by managing problem records as inputs, leading collaborative investigations or initiatives with multiple SMEs, delegating and tracking tasks for analysis, and presenting the problem Root Cause Analysis (RCA) to engineers, subject matter experts (SMEs), project managers, technical managers, program managers and executives as outputs for approval. Achieved 100% on target delivery of reports in XXX0.
Develop Tableau dashboards, Visio workflows, Splunk reports, and Excel workbooks as tools for trending, cross examining, and event correlating to deliver data based recommendations as an output for the Problem Management process, and for Data Analytics and Reporting (DAR) team assigned work. Received recognition from FDIC customer and Program Director for leading dashboard development and demonstrating dashboard capabilities.
Deliver excellent, on-time, and professional analytical reports, Service Level Management (SLM) presentation briefing, process artifacts and product demonstrations to customers by building business relationships and continuously communicating to meet Service Level Agreement (SLA) targets and fulfill requirements while seeking areas for improvement. Redeveloped a metric reporting process to reduce the Level of Effort (LOE) in hours from +8 hours to 1 hour.
Document process Standard Operating Procedures (SOP), or Work Instructions (WI) while maintaining documentation accuracy, accessibility and life cycle for Problem Management, and Operational and Asset Configuration metrics.
Promote metrics and performance improvements by briefing recommendations to program managers with data analysis to support, and presenting IT Service Management best practices to program resources through enterprise wide communication channels or team stand-ups.
Initiate and assign the Root Cause Analysis (RCA) to the function teams following the incident, and monitor outstanding problems and their status to facilitate introduction of corrective measures.
Coordinate with functional team leads and government technical managers involved in each problem to ensure the resulting analysis completely addresses the root cause.
Organize and validate the quality of performance metrics to finalize a consolidated monthly deliverable that assess performance and Service Level Agreements (SLA) with the FDIC.
Create performance measurements and metrics relating to the program’s process areas to determine met SLA targets for each incident and to determine the average of all met SLA targets per month.
Maintain an accurate inventory of IT software assets in accordance with FDIC databases and reporting tools: ServiceNow, System Center Configuration Manager (SCCM), and IBM BigFix.
Create and modernize Work Instructions (WI) and Standard Operating Procedures (SOP) that ensure the accuracy of IT asset inventory reporting.
Manage and Monitor various software entitlements, and examine end-user license agreements (EULA) to ensure the government’s compliance with software vendors and manufacturers.
Lead and deliver software asset risk assessments of all software within FDIC and quarterly assessments of Microsoft and Oracle software entitlements valuing over 7 Million USD.
Received recognition from Program Manager for analysis and presentation of End-of-Life software in the environment.
Awards
Honors & Awards , Employee Recognition: Hero Award - GDIT
In recognition of your support, commitment and dedication to delivering excellence for FDIC. Awarded for significant contributions to GDIT and customer success through leading and completing major projects, playing a key role in significant proposal efforts or providing complex, technical solutions which deliver on our promises to our customers.
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School Attended
University Of Maryland
Gonzaga College High School
Job Titles Held:
Problem Management Manager and Data Analytics & Reporting Analyst
