Sonya Lucas
Tappahannock,VA
Summary
Enthusiastic leader offering many years of exceptional experience in project management, process management and staff development. Polished and highly educated with a desire to work within the customer experience domain. Deep understanding of operational dependencies of applications, networks, systems, security, policy, and people.
Detail-oriented project/program manager by profession with impressive blend of technical expertise and people skills. Committed to providing excellence, quality and consistent technical support to staff, colleagues and customers.
Overview
14
14
years of professional experience
16
16
years of post-secondary education
Work History
System Engineer II
Fairfax County Government
Fairfax, VA
06.2022 - Current
- Lead the implementation of system configurations, workflows, enhancements, and etc., for the ServiceNow platform.
- Collaborate with cross-functional teams to address technical issues and solutions.
- Manage software updates and patches for the ServiceNow platform and lead the five- person Team.
- Assist in developing system documentation and user manuals for staff training.
- Participate in project meetings to ensure alignment with departmental goals.
- Communicate with clients and coworkers about analysis results.
- Coordinate activities with clients, customers, and end-users to ensure accuracy and satisfaction.
Director of Service Delivery
CDI
New York, New York
03.2018 - 06.2022
- Maintained an up-to-date knowledge of industry trends in order to identify potential areas for innovation or improvement in service offerings.
- Managed staff responsible for delivering services to customers including hiring, training, coaching, motivating, evaluating performance, and providing guidance as needed.
- Led initiatives focused on improving operational efficiency by streamlining processes or leveraging automation technologies.
- Established relationships with key stakeholders in order to ensure successful coordination of service delivery across departments.
- Developed and maintained a service delivery model for the organization, focusing on customer satisfaction and efficiency.
- Collaborated with teams across the organization to develop new services that meet customer needs while ensuring profitability goals are achieved.
Program Manager
Mary Washington Hospital
Fredericksburg, Virginia
02.2015 - 03.2018
- Managed budget allocations and resource planning for multiple projects.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
- Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
- Provided guidance and support to team members in order to achieve targets within defined deadlines.
- Guided the strategic planning and goal-setting process for programs, aligning initiatives with organizational vision and priorities.
- Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
Program Manager
HCA Healthcare Inc.
Richmond, VA
02.2012 - 05.2014
- Managed budget allocations and resource planning for multiple projects.
- Managed external client and business partner relationships.
- Contributed to corporate strategy initiatives management across teams through accountability, communication and reporting.
- Negotiated scope changes with stakeholders, managing expectations and ensuring program deliverables remained aligned with strategic goals.
- Guided the strategic planning and goal-setting process for programs, aligning initiatives with organizational vision and priorities.
- Conducted risk assessments, developing and implementing risk management strategies to minimize impact on program objectives.
Education
Ph.D. - Organizational Leadership
Liberty University
Lynchburg, VA 09.2023 - 09.2025
D.Min - Theology
Virginia University of Lynchburg
Lynchburg, VA 10.2017 - 05.2020
Master of Arts - Christian Education
Virginia Union University
Richmond, VA 08.2014 - 05.2016
Masters of Divinity - Hermeneutics
Virginia Union University
Richmond, VA 08.2012 - 05.2015
Master of Science - Information Technology
Virginia Commonwealth University
03.2010 - 05.2011
Master of Science - Organization Development And Knowledge Management
George Mason University
Fairfax, VA 08.2004 - 05.2006
Bachelor of Arts - Political Science
Howard University
Washington, DC 08.1995 - 05.1999
Bachelor of Arts - Political Science
Howard University
Washington, DCSkills
- Project management
- Cross-functional collaboration
- Customer relationship management
- Service delivery optimization
- Team collaboration
- Client relationship management
- Personnel training and development
- Conflict management
Certifications
- Project Management Professional (PMP)
- Certified Scrum Master (CSM)
- Information Technology Information Library (ITILv4)
- Lean Six Sigma (Green Belt)
Timeline
Ph.D. - Organizational Leadership
Liberty University
09.2023 - 09.2025
System Engineer II
Fairfax County Government
06.2022 - Current
Director of Service Delivery
CDI
03.2018 - 06.2022
D.Min - Theology
Virginia University of Lynchburg
10.2017 - 05.2020
Program Manager
Mary Washington Hospital
02.2015 - 03.2018
Master of Arts - Christian Education
Virginia Union University
08.2014 - 05.2016
Masters of Divinity - Hermeneutics
Virginia Union University
08.2012 - 05.2015
Program Manager
HCA Healthcare Inc.
02.2012 - 05.2014
Master of Science - Information Technology
Virginia Commonwealth University
03.2010 - 05.2011
Master of Science - Organization Development And Knowledge Management
George Mason University
08.2004 - 05.2006
Bachelor of Arts - Political Science
Howard University
08.1995 - 05.1999
Bachelor of Arts - Political Science
Howard University