LISA HARRIS
Franklinton,NC
Summary
Program Manager with extensive experience at Verizon Communication, specializing in Workday and ServiceNow optimization. Demonstrated success in leading cross-functional teams to enhance project delivery and achieve FISMA High compliance. Expertise in risk management and stakeholder engagement, resulting in improved operational efficiencies and customer satisfaction.
Overview
24
24
years of professional experience
Work History
Program Manager (Training Program Manager | Learning & Development Lead)
Verizon Communication
03.2019 - 09.2024
- Company Overview: Public/Private Sector (Remote)
- Spearheaded Workday and ServiceNow optimization initiatives to improve HR operations, ticket triage, and service delivery
- Led cross-functional global teams (25+) in delivering secure cloud and networking solutions supporting enterprise and federal clients
- Drove the security compliance of programs by ensuring adherence to FISMA High standards, including achieving U.S. Federal GSA Audit Approval for MTIPS Managed Security Services Product Platform
- Directed security remediation projects, reducing vulnerabilities and improving system availability across critical infrastructure
- Implemented process improvements that reduced operational inefficiencies by 15%, enhancing project delivery times
- Public/Private Sector (Remote)
Capacity Planning and Process Engineer
Verizon Communication
05.2018 - 03.2019
- Company Overview: Public/Private Sector (Remote)
- Conducted security assessments, improving protocols and reducing operational errors by 10%
- Led efforts to reduce service disruptions by optimizing maintenance processes and improving customer satisfaction scores
- Public/Private Sector (Remote)
Project Engineer/Floor Coordinator; Team Lead
Verizon Communication
05.2000 - 05.2018
- Company Overview: Public/Private Sector (Remote)
- Led technical teams in troubleshooting and resolving network issues across platforms (Cisco, ADTRAN, Juniper), ensuring high network availability and reliability
- Collaborated closely with cross-functional teams to ensure timely project completion and high customer satisfaction
- Public/Private Sector (Remote)
Education
BioWork Certification -
Vance Granville Community College
Louisburg, NC01.2024
Bachelor of Arts - Criminal Justice/Sociology
University of North Carolina
Wilmington, NC01.1998
Skills
- Workday (Core HCM, Talent, Learning) and ServiceNow (ITSM, HRSD, Change Management)
- LMS platforms and implementation
- Agile methodologies and Scrum framework
- Risk management and assessment
- Global project delivery and stakeholder engagement
- Cross-functional leadership and collaboration
- Microsoft Project and Jira proficiency
- Asana, Smartsheet, Trello, and Mondaycom project management
- Slack communication and virtual facilitation
- Instructional design and employee training
- Needs analysis and learning strategy development
- FISMA High compliance and GSA ATO knowledge
- Cybersecurity audits and security compliance
- Process documentation and improvement strategies
- Cloud solutions and capacity planning
Selected Projects
- GSA ATO Audit & Security Remediation, Spearheaded the GSA Authority to Operate (ATO) audit process for a FISMA High-compliant security platform, reducing high and medium vulnerabilities by less than 1% across 60 Federal Agencies and improving security posture and approval.
- ServiceNow Process Automation, Developed ticket triage workflows and knowledge base integrations to reduce support resolution time by 22%
- On-Premises to Customer Migration, Orchestrated the migration of customers off internal routers to improve network scalability and modernize infrastructure standards, achieving zero service disruptions and maintaining high customer satisfaction.
- Ethernet Training Platform Development, Designed and implemented an Ethernet training platform, equipping team members with enhanced technical skills to support evolving program needs. Fostered collaborative learning environment, improving team efficiency and problem-solving capabilities.
In Progress
- Google Cloud Computing Training – Coursera
- Product Management – Coursera
Certifications Professional Development
- NC Notary Certification, State of North Carolina
- PMP Certification, Heartland Community College
- Scrum Master & DevOps Certification, Heartland Community College
- Change Management Foundation Certification, Heartland Community College
- Negotiation for Business Leaders Certification, Heartland Community College
- CCNA Routing and Switching Boot Camp, Verizon Global Knowledge
- ITIL v3 (Information Technology Infrastructure Library), Verizon Global Knowledge
References
References available upon request.
Timeline
Program Manager (Training Program Manager | Learning & Development Lead)
Verizon Communication
03.2019 - 09.2024
Capacity Planning and Process Engineer
Verizon Communication
05.2018 - 03.2019
Project Engineer/Floor Coordinator; Team Lead
Verizon Communication
05.2000 - 05.2018
BioWork Certification -
Vance Granville Community College
Bachelor of Arts - Criminal Justice/Sociology
University of North Carolina
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