Experience

LEAPS Consulting, LLC

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Senior Consultant

  • May 2016 - Present

  Background: Successfully led the Department of Justice Office of the CIO to certification in IT Service Management best practices (ISO 20000). • Guided 14 Process Owners and 22 IT Service Managers in ISO compliant business process development and execution. • Coached executive leadership in the requirements and support needed for a successful ISO implementation. • Facilitated cross-functional teams to tailor ISO processes to their organization. • Coaching IT personnel in preparations for their ISO surveillance audit to maintain certification. Show less



CACI International Inc

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Business Process Expert, Principal

  • Aug 2008 - May 2016

  Background: Developing and implementing an enterprise IT governance process in a DoD CIO office. • Developed an enterprise IT governance approach, based on industry best practices, in collaboration with the Deputy CIO. • Focused the CIO’s IT governance board on enterprise level, mission relevant IT decision making. Division Directors noted it to be the best run of the eight governance boards. • Enabled performance and compliance tracking by working with portfolio management and IT security personnel to develop mission focused metrics. • Ensured a cohesive enterprise level governance approach by coordinating with the COO’s office to integrate IT governance into corporate governance. • One of two, out of 193, contractors mentioned by the CIO for excellence in work during a department address. Background: Business process analysis and improvement for a DoD agency • Gathered staff requirements to standardize and improve 14 enterprise level business processes. • Translated staff business process requirements for a technical process automation team. • Made CIO office performance data available to 10,000 member agency by creating a SharePoint site. • Reduced policy development turnaround time by three months through review and improvement of CIO office process. Background: Implemented ISO 20000 in CACI’s internal enterprise IT support organization. • Led design and implementation of ISO 20000 compliant business processes in an IT support center serving 13,000 end users. • Enabled process repeatability and auditability by providing requirements for, and guiding development of, a process asset library conforming to records management standards. • Reviewed process documentation and artifacts to ensured ISO requirements were met. • Trained 14 process owners and an internal audit team in ISO requirements fulfillment, quality related techniques, tools, and metrics. • Led 14 cross-functional teams in developing and implementing ISO 20000 compliant business processes. Show less



Catapult Technology

• United States
• Information Technology & Services
• 1 - 100 Employee

• Quality Assurance Manager

  • Nov 2006 - May 2008

  Background: State Department, 5-year, $50M award to provide server and network operations, IT security, engineering, help desk, classified operations, and quality assurance (QA). QA was applied across all functions and included service level agreements (SLAs), procedures, project plans, deliverables, process asset library, etc. • Managed a team responsible for configuration management, procedural documentation, training, and metrics efforts resulting in increased award fees on a performance-based State Department contract. • Identified, tracked, and ameliorated 26 project risks addressing configuration management, customer support, funding, and operations. • Established 13 new SLAs, devised measures, provided staff training, and developed reports to monitor SLA progress on an IT support contract covering help desk, servers, network, and software development. Managed 19 SLAs. • Led progress and completion of 32 process improvement efforts addressing emergency operations, configuration management, improved user support, and other issues. Show less



CherryRoad

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Project Manager

  • Oct 1997 - Oct 2006

  Background: Five year, $2.5M contract to provide the Immigration and Naturalization Service Records Office with business process improvement covering records research, processing, and automated system development. • Guided development of digital image system and ensured end user requirements were met. • Led end user and technical teams and conducted process analyses to establish digital image research and retrieval system requirements. • Reduced records research service level of effort by 50% through statistical process improvement. • Freed Immigration employees to focus efforts on mission critical tasks by identifying and eliminating twelve obsolete data production processes. Background: Four year, $1M Defense Logistics Agency (DLA) contract for business process improvement across a 5,000-person, global organization responsible for DoD fuel contracting, transport, and distribution. • Reduced software module installation time from more than a year to three months by leading teams to define more than 100 business processes and requirements for a DoD enterprise fuel purchase and distribution system. • Re-designed a DoD enterprise software organization to strategically focus on mission accomplishment. Show less



PRC, Inc.

• Quality Improvement Consultant

  • 1989 - 1997

  • Lowered costs, reduced turnaround times by 70%, and eliminated errors by leading and training data processing personnel in the use of process improvement methodologies for the Department of Education. • Developed policies and procedures to foster Software Engineering Institute (SEI) Capability Maturity Model (CMM) compliant practices in PRC, Inc., a 5,000 employee organization. • Designed a technical documentation development process that significantly reduced errors, increased client acceptance rates, and improved user manual clarity for the Department of Education. • Designed and tracked project quality metrics to ensure compliance with client requirements. • Planned and initiated a Department of Education data entry and mailing facility to ensure efficient production flow and an ergonomically sound work environment. Designed materials acquisition process. • Hired and trained staff in both quality improvement and production procedures. Show less



Cigna Healthcare

• Hospitals and Health Care
• 700 & Above Employee

• Intern

  • 1985 - 1985