Manager, Government Solutions, Astor & Sanders Corporation          2015 – Present            Provided business development support, capture, and project management for multiple federal government clients.  Served as a Solutions Architect to develop systems and infrastructure to serve the needs of various agencies.

·               Led multiple initiatives to map client's modernization goals to the latest IT technologies and methodologies.

o        Deployed Amazon Web Services (AWS) and Microsoft Azure cloud technologies to align with government migration to the cloud.  Led the initiative to achieve partnership with AWS.

o        Formulated Master Data Management strategies for the Department of Labor.  Developed a road map to achieve a unified data architecture for the Employment & Training Administration.

o        Built multiple Content Management Systems (CMS) and analytical solutions for the Department of Labor and Federal Aviation Administration.  Analyzed and developed Drupal, Joomla, and SharePoint CMS applications for multiple agencies.

o        Developed Agile Integration Software data solutions to significantly reduce Extract, Transform, and Load operations for government agencies using data warehousing technologies.

o        Formulated and presented grants modernization architecture utilizing cloud technologies and BPMS tools.

o        Identified solutions to bring financial and performance reporting requirements in compliance with federal Workforce Innovation and Opportunity Act.

·               Authored multiple proposals to clients resulting in contract wins and multiple sole sourced opportunities.

o        Produced technical response to Federal Aviation Administration RFP for quality assurance and business intelligence solutions resulting in first contract win at that agency.  

o        Expanded corporate footprint at existing client agencies.  Developed solutions and delivered presentations resulting in multiple sole source contracts.

·               Served as Project Manager for contracts at the Federal Aviation Administration and Nuclear Regulatory Commission.

·               Achieved CMMI Level 3 Maturity.  Served as an appraisal team member for a SCAMPI A in the CMMI-SVC model.

·               Led the migration of corporate website from on-premise hosted WordPress site to a modern, cloud-hosted Drupal website.

Systems Lead, Texas Instruments               2014 – 2015 Led the development of an issue tracking solution for the American Sales organization to satisfy a company-wide initiative to improve products and customer support collateral.

·               Served with TI’s Customer Support Integration team developing business processes and technology to systematically identify products and support collateral requiring enhancement or creation.

o        Developed business processes to analyze over 250,000 yearly customer questions, specifically identifying problems and gaps in products, documentation, and training collateral.

o        Identified escalation and reporting needs, evaluated over 30 candidate solutions, and presented recommendations to management.

o        Defined and developed all reporting and business intelligence assets for the American Sales organization.

o        Led the development of TI’s Closed Loop system using Atlassian’s Jira.  Built a custom interface leveraging Jira’s REST API and JavaScript to satisfy the stakeholder’s specific needs.

·               Managed multiple pilot tests of new support processes and the Jira system with 6 different business units.  Developed training, documentation, and business readiness strategy.  Conducted lessons learned workshops to improve data quality and system functionality.  Facilitated agreement on strategy, system design, and implementation amongst distinct business units.

·               Formulated a productization strategy to deploy Jira to all TI support staff.  Negotiated with vendors.

·               Closed Loop tracking system improves product portfolio and customer support collateral, lowers operating costs, and increases revenue.

Project Manager & CRM Administrator, Texas Instruments            2004 – 2015

Directed all aspects of an international customer relationship management (CRM) implementation for the Embedded Processing application support organization including strategy formulation, project management, business analysis, system development, contract negotiation, vendor management, and worldwide deployment.

·               Enhanced customer communications, decreased problem resolution time, lowered operating costs, improved internal performance tracking, and increased customer retention and revenue using information technology. 

·               Project lead for Siebel 8.1 system upgrade.

o        Presented detailed roadmap options to senior management and negotiated project budget. 

o        Negotiated all contract terms. Interviewed and selected contractor candidates. 

o        Procured and configured hardware and software. 

o        Gathered upgrade requirements and created technical design for new functionality. 

o        Led upgrade team and performed complex development and integration activities.

o        Coordinated upgrade tasks among multiple business groups. 

o        Designed and delivered training and business readiness materials. 

o        Successfully deployed the latest Siebel product on time and under budget.

·               Performed system analysis and design.  Examined implementation alternatives, reengineered business processes and developed technical designs to meet the needs of multiple business units. 

o        Conducted cross-department requirements analysis and business process definition workshops. 

o        Identified operational inefficiencies in customer support processes, created communications strategies and escalation procedures, and proposed areas for improvement.

o        Developed alternative system designs and identified the organizational, management and technical implications resulting from each design. 

o        Performed cost-benefit analysis, provided recommendations and developed consensus among corporate leaders to select the most beneficial system solution.

·               Developed and deployed automated reporting, data mining and data analysis tools.

o        Delivered reports using Actuate eReporting Suite and Oracle Business Intelligence Publisher.

o        Utilized Excel Pivot Tables to satisfy business needs and reduce investments in expensive analytics software.

o        Product trends and time-to-closure metrics enabled management to make critical support-related decisions and product improvements.

·               Deployed CRM solutions to 1,000 TI employees and 4,000 customers.

·               Directed all enterprise system development activities for the Embedded Processing, Communications Infrastructure, and VoIP application support teams. 

o        Defined the development methodology, produced documentation for business and technical audiences, wrote code, developed workflows, and performed system configuration.

o        Coordinated development and implementation operations with various IT departments in multiple regions.

o        Assigned developer responsibilities and mentored team members.

·               Led major system release deployments and training worldwide. 

o        Configured custom system functionality for business units in the US, Europe, Israel, India, Japan, and China.

o        Created training collateral and personally delivered instructional workshops for organizations throughout the world.

·               Negotiated and administered all software maintenance and consulting contracts. 

o        Evaluated and approved vendor proposals and managed contractors in developing system functionality.

o        Directed, collaborated on, and approved all system deliverables. 

·               Performed hardware, software, IT infrastructure, and database maintenance.  Implemented and maintained enterprise-level system security, including the integration of Siebel with LDAP and the Sun Access Manager Security suite. 

·               Managed intellectual property transfers for business divestitures while conforming to export control standards.  Identified, isolated, and delivered data to major semiconductor manufacturers and provided data modeling and support to each company’s IT teams tasked with importing the data into their respective CRM systems.

·               Provided technical support to system users, managers and other key stakeholders.

Systems Analyst, Texas Instruments                2001 – 2004

Transformed failed CRM implementation into a successful worldwide system now designated a Texas Instruments best practice.  Responsible for numerous system implementation activities associated with enterprise software deployments.  

·               Defined new business processes and configured functionality to facilitate system use and improve user-adoption and ROI.

·               Built and deployed pilot self-service application to customers worldwide.

o        Led the marketing strategy to promote self-service website as a replacement for email communications.

o        Trained initial customers and conducted feedback gathering sessions for future system improvements.

·               Performed full range of system development activities including requirements gathering workshops and individual interviews with key stakeholders, translating requirements into system design, system configuration, database administration, generating custom Visual Basic code, user acceptance testing, and system deployment.

·               Completed a major upgrade to Siebel 7.5. 

·               Led a pilot program integrating CRM system into the enterprise-wide corporate security architecture. 

o        Worked with corporate security management and subject matter experts to define business processes and technical requirements for securing CRM system with the Entrust corporate single-sign-on system. 

o        Successfully planned, developed and deployed single-sign-on security.  The knowledge gained from this pilot program was used to integrate other enterprise applications with the corporate security architecture.

·               Demonstrated leadership and ability to work independently on multiple initiatives.  These include the development and successful execution of a data quality assurance process, and the creation of technical documentation to facilitate future implementation activities.

Business Clerk, Institute for Systems Research at the University of Maryland   1998 – 2001

Supported the business office in grant management, accounting and reconciling, procurement, and facilities management.

EDUCATION