Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
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Micah Garrison, Sr.

Senior Program Manager
Washington,DC

Summary

Experienced Senior Program Manager with exceptional background in the technology and public sector industries. Proven success building and motivating cross-functional program teams to meet project goals. Demonstrated leadership in systems implementation, program execution and process improvement engagements. 15 Years of progressively growing responsibility supporting large-scale IT programs in the US Federal Government, leading cross-functional teams, and providing best-in-class service to the public and private sector. Passionate about coaching on and off the job with 15 years of volunteer youth athletic program development, from logistics and fundraising to coaching and recruitment. Organized Senior Technical Program Manager with a commitment to resolving customer issues through research and data. Proven history of driving efficiency improvements and cost reductions. Offering analytical problem-solving and strong critical thinking skills.

Overview

19
19
years of professional experience

Work History

Senior Technical Program Manager

Koniag Federal
Washington, DC
08.2023 - Current
  • Serves as primary program owner for a $15.1M unified communications federal contract that supports a large-scale, enterprise-wide unified communications program that is highly visible to agency stakeholders, foreign leaders, and business executives working with the USDA.
  • Leads development of customer-success strategies, builds strong relationships with customers and collaborates with cross-functional leaders internally and externally to deliver mission-enabling technology solutions.
  • Performs research and data collection to develop program improvements. Identifies ways to meet mission needs under budget by repurposing existing resources, consolidating costs, and negotiating procurement with various suppliers.
  • Collaborates with cross-functional team to develop appropriate change management approach with respect to new technology adoption and large-scale agency reorganization.
  • Creates governance, training programs, and on-demand materials that enable employees to adopt new technologies, tools, and mechanisms.

Senior Technical Program Manager

ASRC Federal
Washington, DC
04.2018 - 12.2022
  • Led a team that provided program management and white glove support – including issue resolution, hardware/software upgrades, executive support, and training – for IT systems supporting >16k end-users across global regions.
  • Provided rapid implementation of enterprise-wide unified communications solutions in response to the seismic shift from in-person ro remote work during the Covid-19 Pandemic. Managed and performed key tasks across market/data analysis and procurement through implementation and rollout.
  • Consulted customer and partners on programmatic needs and relevant product developments; managed new upgrades and implementations; analyzed business requirements; ensured end-to-end compliance; and architected service-level support models.
  • Evaluated relevance of new hardware and software to ensure it meets the agency's mission needs and requirements to save >$1M in new taxpayer-funded purchases. Detected new technology use cases and problems from agency policy, stakeholders, employees and business partners through interviews, focus groups, research, and surveys.
  • Grew team from 8 to 12 cross-functional professionals, maintaining inclusive environment through mentorship and training.

Senior Program Manager

The MIL Corporation
Washington, DC
11.2015 - 04.2018
  • Managed a cross-functional contact center team and program spanning Tier 1-3 support servicing federal systems with >20k end-users. Provided mentorship, career growth opportunities, and team development while promoting a culture of inclusivity.
  • Consulted with federal customer to ensure resolution to complex functional and technical changes for highly customized Financial, ERP, AV, and VTC systems (including Cisco, Microsoft, Salesforce, Oracle)
  • Improved quality assurance, service-desk, and end-user training metrics to achieve a measured “exceedingly satisfactory” customer rating and secured $550k in additional revenue for theproject team
  • Analyzed and prioritized new requirements and assessed technical issues in partnership with commercial off-the-shelf software providers and contractor integration teams
  • Reduced time to resolution of defects, data issues and change requests by 50% through implementation of progressive intake process and improved workflow of backlog items

Technical Program Manager

W3R Consulting
Washington, DC
05.2011 - 05.2012
  • Managed implementation and day-to-day operations of the first unified communications and web conferencing program for a large federal agency team
  • Consultative duties included issue tracking and resolution; training development and delivery; large-scale remote-event administration; and white-glove support for key government executives
  • Key functions and results include: Architected, piloted and executed the agency's first large-scale remote events program strategy spanning thousands of participants
  • Identified programmatic gaps such as training needs and knowledge management; developed SharePoint sites and on-demand job aids to close those gaps using previously developed skills and existing tools.

Senior Technology Analyst

Howard University
Washington, DC
06.2005 - 05.2010
  • Provided top-notch support for complex, wide-ranging IT issues, software implementations, multiple systems, and various software to students, faculty, and staff
  • Contributed to service-desk process improvements to include adoption of operations frameworks and standards and implementation of CRM systems
  • Key functions and results include: Led and managed information technology initiatives to improve client support such as developing helpdesk protocol, streamlining communication channels and increasing customer transparency into helpdesk operations
  • Partnered with business customers such as administration, faculty and staff ensure that proposed resolutions to complex technical issues met or exceeded business requirements
  • Provided end-users with expert technical guidance.

Education

Bachelor of Science - Civil Engineering

Howard University
Washington, DC
05.2001 -

Skills

Program Managment

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Volunteer Experience

  • Program Coordinator, New World Basketball, Adidas Youth Team, Present
  • Director of Regional Scouting – Football, Archbishop Carroll High School, 2022, Present
  • Director of Football Recruiting, Woodridge Warrior Youth Org., 2018, 2021
  • Coach (Football and Baseball), Department of Parks and Recreation, 2018, 2022
  • Coach, McKinley Tech High School, Washington, DC, 2016, 2017
  • Coach, Perry St Prep High School, 2013, 2015
  • Coach, PG County Boys and Girls Club, 2008, 2012

Timeline

Senior Technical Program Manager

Koniag Federal
08.2023 - Current

Senior Technical Program Manager

ASRC Federal
04.2018 - 12.2022

Senior Program Manager

The MIL Corporation
11.2015 - 04.2018

Technical Program Manager

W3R Consulting
05.2011 - 05.2012

Senior Technology Analyst

Howard University
06.2005 - 05.2010

Bachelor of Science - Civil Engineering

Howard University
05.2001 -

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Micah Garrison, Sr.Senior Program Manager