Accomplished IT Professional with over 15 years of experience leading cross-functional teams and driving operational excellence through project management and process improvement initiatives. Proven expertise in stakeholder collaboration, requirements gathering, and creating comprehensive project documentation. Skilled in leveraging agile methodologies to ensure successful delivery of high-quality solutions. Strong communicator adept at conveying complex technical information to diverse audiences. Committed to continuous learning, professional development, and optimizing team performance through tailored training plans. Adept at troubleshooting issues, conducting impact analyses, and implementing preventive measures to mitigate risks. Experienced in fostering a collaborative environment and optimizing team performance through tailored training plans.

Project Management | Technical Liaison | Project Documentation | Business Impact Analysis | Continuous Process Improvement | Cross-Functional Team Leadership  | ServiceNow | JIRA | Training & Development | Agile Methodologies | Requirement Analysis & Gathering | SharePoint | Confluence | Microsoft Office

Infosys, Wayne PA  | Project Manager & Technology Lead                                                                      2020 – Present

• Troubleshoot system issues and prioritize tasks within a dynamic production support environment, collaborating closely with the business team.

•  Communicate effectively with both business and IT stakeholders, leveraging strong written and verbal communication skills to convey diverse points to different audiences.

• Develop tailored training plans for team members based on their strengths and preferred learning styles, fostering knowledge sharing and optimizing team successes while also conducting team member training sessions and managing project documentation, code testing, and gathering business requirements to ensure alignment on proposed solutions.

• Prioritize and manage daily work tasks, analyzing downstream impact and testing affected processes to minimize risk and ensure successful outcomes.

• Continuously assess team processes, documentation, and workflows to identify improvement opportunities, facilitating retrospectives and promoting idea-sharing to drive collaboration and innovation.

• Liaise with other technology teams and manage the JIRA board, ensuring efficient task management and alignment with project goals.

• Developed and integrated enhancements into the organization's core recordkeeping system, tailored to meet specific operational needs without relying on external software solutions.

• Currently part of the Production Center of Excellence (PCE) since 2015, specializing in production support, issue analysis, solution development, and code elevation.

• Facilitate daily Kanban meetings, addressing team challenges and fostering inter-team communication for timely task completion.

• Work on multiple short-term projects managed through tickets on JIRA board, demonstrating efficiency in resolving issues within tight deadlines.

Vanguard, Malvern, PA | Technical Project Administrator                                                                                 1996 – 2020

• Spearheaded one stream of a large-scale, multi-year modernization project that automated processing workflows, resulting in a significant reduction in processing errors and operating costs.

• Played a key role as one of the core team members on the modernization project among a few hundred individuals, demonstrating collaborative skills and technical expertise.

• Utilize front-end system expertise to inform decision-making and drive the development of automation components.

• Led multiple technology projects to build out new functionality and enhance applications, from capability definition to delivery.

• Led the establishment and training of a Subject Matter Expert (SME) Group within the department, ensuring knowledge retention and ongoing support post-project completion, facilitating comprehensive knowledge transfer and effective support within business units.

• Engaged end users in training sessions, empowering them to act as SMEs and facilitate seamless system knowledge transfer and peer support.

• Maintained a zero-defect rate as I developed and executed test cases to identify production issues and validate software fixes, ensuring quality and reliability.

• Analyzed potential downstream impacts of code changes to prevent unforeseen issues and maintain system integrity.

• Authored procedures and technical documentation, delivering comprehensive training to affected users to facilitate smooth implementation and adoption.

Note: Division was sold to Infosys in October 2020.

American Red Cross, Philadelphia, PA | Disaster Action Team Captain                                                         2005 – 2016

• Led a team of 60 volunteers in preparation for and rapid response to disasters within Chester County, PA and neighboring areas.

• Established and maintained partnerships with the Chester County Department of Emergency Services and other county, state, and federal agencies for effective coordination and disaster response.

• Negotiated contracts and Memorandums of Understanding with partner agencies to streamline collaboration and resource allocation.

• Served as Shelter Manager during disasters, coordinating shelter operations and overseeing staff.

• Assisted in coordinating and planning disaster exercises with agencies like PEMA and FEMA to enhance preparedness and response capabilities.

• Recipient of the Clara Barton Outstanding Humanitarian Award for Community Service.

• Honored with the Chester County (PA) Heroes Award.

LaSalle University – Bachelor of Arts, Communication, Philadelphia, PA