Marva G.D Headlam

• Led planning, coordination, and delivery of complex IT infrastructure, Data Center, Operational Technology, and network projects within a large enterprise environment. • Managed cross-functional project activities involving IT, Building & Systems Engineering, Operations, Governance Architects. vendors, and business stakeholders. • Coordinated Operational Technology and Data Center infrastructure projects approved by Governance for execution, upgrades and technology refreshes, managing schedules, dependencies, resources, risks, issues, deliverables, and implementation activities through project completion. • Tracked IT infrastructure project costs, managing technology, equipment, and implementation expenditures to ensure cost control and timely project delivery. • Managed project schedules, milestones, dependencies, risks, issues, resources, and deliverables while providing clear status reporting and stakeholder communication. • Created Operational Technology Management Dashboard in ServiceNow to streamline resource requests, enhance project visibility, and facilitate executive reporting and accountability. • Established and maintained the Operational Technology SharePoint for project documentation, SOPs, training materials, templates, and standardized processes. • Built and guided a team of Project Coordinators, establishing consistent project-management processes, standards, best practices, a forum for collaboration, training and coaching. • Collaborated with IT resources, Building & Systems Engineering, operations support, and vendors to resolve issues, manage dependencies, and mitigate project risks effectively. • Applied Agile and Waterfall project-management methodologies to complex technology and infrastructure initiatives.

• Oversaw scheduling of UPS Information Technology projects, ensuring alignment among business and technical stakeholders.
• Managed service request and workflows using ServiceNow.
• Organized meetings and delivered executive status updates while coordinating changes for IT projects.

• Managed 24x7 help desk operations, supervising 50 to 100 technicians per shift while overseeing staffing, incident escalations, and service desk performance.
• Supported enterprise-wide platform and hardware infrastructure to maximize system availability and ensure performance stability.
• Executed daily tasks to maintain operational efficiency.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.