Summary
Overview
Work History
Education
Skills
Timeline
Generic

Denise M. Rawlings

Hanover,MD

Summary

Experienced professional with strong skillset in interpersonal, analytical, project management, and technical abilities. Known for resourcefulness and attention to detail. Proven track record of optimizing organizational efficiency, streamlining processes, and driving business growth. Expertise in leading and directing cross-functional teams to achieve operational excellence, surpass performance targets, and consistently deliver exceptional customer satisfaction.

Overview

27
27
years of professional experience

Work History

Program Manager

IT Concepts/TAYSINC-SSA
11.2021 - 03.2025
  • Provided the COR (Contracting Officer Representative) with timely notification of contract challenges, and proactive recommendations and solutions
  • Responsible for all deliverables related to the management of the contract (i.e.: budget reports, technical progress reports, invoices) as Defined in Section B-10.5
  • Managed contractor’s hours, time entry and SSA’s Task Manager approval for overtime hours
  • Approved payroll and hours worked by contractors and subcontractors
  • Participated in weekly leadership meetings- Express ideas to the team effectively and made sound judgements when trying to improve outdated processes
  • Met with stakeholders to discuss program status and goals
  • Prepared sustainable goals for the organization and assist contractors with meeting their annual performance goals by holding quarterly meetings
  • Worked with the Leadership team and HR with recruiting new contractors and employees
  • Demonstrated strong relationships at all levels of the organization
  • Analyzed and formulated agency requirements for resource management
  • Identified problems, determines accuracy and relevance of information for the Leadership Weekly Report that includes recruiting, suitability, and candidate status
  • Listened to contractors, client, and employees when issues are brought forth, and use sound judgement when making final decision
  • Managed projects that lead to development or modification of existing automated systems such as excel spreadsheets with analytical graphs
  • Met with the Project Financial Control Analyst weekly to review the weekly forecast to assure contractor’s allotted hours were within range, and timesheets were submitted with accuracy
  • Participated in the Monthly Progress Review Meetings, Weekly Status and Business Meetings, and Monthly Performance Review Meetings
  • Mentor project team and business analysts
  • Stayed abreast of technology updates
  • Reviewed monthly variance reports to make sure the Option year budget that included annual hours, budget hours and variance dollars percentages were being spent efficiently
  • Carried out special assignments directed by the COR
  • These assignments include attending briefings with SSA and the incumbent contractors, conducting research, preparing reports, and making presentations
  • Managed and conducted orientation sessions for new program staff
  • Orientations included an introduction to SSA organization and work orders to which the resources are assigned
  • Reviewed work order and work activity deliverables, and other technical documents for technical accuracy and completeness
  • Review for non-technical quality (spelling, grammar, format, etc.)
  • Prepared and delivered Monthly Technical Progress Reports, and other reports listed as formal deliverables and work products for the work order

IT Specialist-Connectivity Branch

OBXTEK
06.2009 - 11.2021
  • Provided ongoing technical evaluation, advice and support in the development and administration of the agency’s unified telecommunication project
  • I work closely with my team and vendor in initiatives related to the effective management, operation, and future direction of customer service objectives, migration deployment of the legacy and new audio conference platform
  • Assisted MetTel in design, testing, analysis, and implementation from concept to deployment on the new ACS systems platform for the Agency
  • Provide technical guidance for and with the vendor and SSA users
  • Attended weekly conferences to express information to the vendor, client, and team to assess their needs and meet expectation from the product provided and management by DITM
  • Expressed information to staff and vendor effectively, considering the audience and nature of information
  • Analyzed monthly reports to look for user trends to assist in billing management during the migration from the legacy audio conference vendor to the new vendor
  • Monitored current and potential users for the ACS migration project to assure increased operational efficiency
  • Maintained a close working relationship with management; create reports, conducted briefings, and commentates with OHE on best practices for new products, such as Verizon, Lumen and MetTel’s audio conference service and features
  • This includes cost, training, and benefits for the users
  • Reviewed and analyze weekly ACS reports for billing, service impairment and usage trends to identify problems and determine accuracy
  • Lead Project Manager on the Headquarters Telephone Switch (HTS) SIP Transition
  • Attention to detail while providing the benefits of the SIP transition, demonstrates how the SIP design flows with SSA’s current infrastructure
  • Trained users through MS Teams on the new audio conference platform; making clear and convincing oral presentations, while continuously listening to other’s concerns
  • Participated in customer relations working groups on behalf of the SSA; providing guidance to both customers and to the SSA to resolve audio conference issues
  • Provided ongoing technical advice and support in the development and administration of telecom applications and initiatives
  • Participated in the distribution, operation, and maintenance of voice service communications
  • Participated with other DITM personnel in developing work and budget plans that ensure SSA is strategic in spending, cost savings and usage utilization by reviewing monthly invoices and invoice reporting from SSA’s toll free trunks, PRIs, and audio-conferencing vendors, to service eligible for disconnect due to usage, identify inventory challenges, plan discrepancies, and recommend voice/data plans more suited to our business needs
  • I actively worked on the newly awarded Grand SLLAM contract, which includes new toll free, audio conferencing, VoIP networks and other telecom services using the all-in-one unified communication agency wide
  • Applied analytical processes to planning, designing and implementation of new or improved information systems to meet requirements for the new Grand SLLAM audio conference project
  • Implemented corrective actions for the new audio-conferencing vendor for systems deficiencies discovered because of user contact, post-implementation review, and quality assurance reviews or other fact-finding methods after validating our inventory data
  • Experienced querying databases or files to perform data analysis to fulfill business requirements or answer business questions
  • Identified problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations that best suit the agency’s customer needs

Project Manager/ NOC Manager

Nextel/Sprint
02.1998 - 09.2008
  • Gathered functional and system requirements, design reviews, project meetings, user acceptance test planning, Method and Procedures and/or SLA development, implementation and/or deployment support
  • Developed and monitored the program’s budget; oversaw financial well-being of the program by analyzing cost effectiveness and exercise cost controls; prepare, submit and justifies budget enhancement requests to the departmental Manager and/or Director
  • Performed detailed work with a high degree of accuracy and assimilated new processes and tools with focus on providing quality work
  • Assisted in implementing SGD (Sun Global Desktop) for NOC alarm surveillance, and supervised contractors and equipment vendors
  • Provision/ order Sonet, DS3, DS1, SS7, PSTN, and E911 USP MLC
  • Applied theory, principles, and procedures in assignments for VOIP, WIMAX, CALEA interconnect/dispatch surveillance, and Nortel DMS 100 and Passport 8600 projects
  • Developed program activities, goals, and objectives; creating program evaluation tools and evaluating the effectiveness of the program such as: Ticket Excellence program, KPI metrics, and Knowledge database
  • Monitored project activity to determine and ensure that vendors follow FCC regulations and proposed project plans were in accordance with the change control process
  • Perform work in server room for CISCO equipment
  • Responsible for assuring NOC standards, policies, and guidelines
  • Documented status of all projects in Livelink (document repository) for management review, tracking all phases concept, analysis, design, development, test, and launch
  • Identified core team; completed technical reviews related to project milestones, budget, Operational Impact assessments; initiated engineering standards, FIT (Field Integration Test) and Acceptance Test Plans
  • Managed the Network Operation Center; made sure all the network elements under surveillance monitored and alarms were reported properly through Netcool preventing and mitigating extensive network outages
  • (Techs sent out FLASH notification to network markets with severity levels: CRITICAL, MAJOR, and MINOR)
  • Focused on employee relations, performance management, and made all 3 shift supervisors conveyed updated information to their teams, to maintain uptime of 99.999%
  • Conducted weekly meetings with other departments to discuss best practices, network outage post-mortems, and weekly network issues and progress
  • (Used Abnormal Event Tool)
  • Proven record of accomplishment in successfully managing staffs’ high performance through monthly scorecard
  • KPI (Key Performance Indicators) 90 technicians, 3 shift supervisors
  • Acted as point of escalation for complex issues and problems
  • Ex: LECS, Hi-CAP and other special service circuit teams, CISCO, Motorola, and Tellabs Support Management staff, along with internal and external customers
  • Assisted the Law Enforcement with wiretaps and router configurations

Education

Bachelor of Arts - Business Management

Sojourner Douglass
Baltimore, MD

IDEN Technology Certified - Master Radio Engineer IDEN Technology

Motorola University
Schaumburg, IL

No Degree -

University of Maryland Global Campus
Hyattsville, MD

Skills

  • Analytical Problem-Solving
  • Program Management
  • Project Coordination
  • Detail-oriented
  • Operational Strategy
  • Knowledge of designing wireless networks, including capacity planning, traffic engineering and network topology

Timeline

Program Manager

IT Concepts/TAYSINC-SSA
11.2021 - 03.2025

IT Specialist-Connectivity Branch

OBXTEK
06.2009 - 11.2021

Project Manager/ NOC Manager

Nextel/Sprint
02.1998 - 09.2008

Bachelor of Arts - Business Management

Sojourner Douglass

IDEN Technology Certified - Master Radio Engineer IDEN Technology

Motorola University

No Degree -

University of Maryland Global Campus

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Denise M. Rawlings