Summary
Overview
Work History
Education
Skills
Certification
Timeline
Receptionist
Tonya Tate

Tonya Tate

Experienced IT Technologist
Stone Mountain,GA

Summary

Experienced IT Project Manager with over 18 years of expertise, providing unique oversight for critical information technology programs. Resourceful and tech-savvy approach developed through handling complex hardware and software installations. Offers valuable insight into IT equipment planning, installation, troubleshooting, and maintenance. Expertly navigates potential risks associated with cost, allocation, and technical considerations for successful project outcomes.

Overview

18
18
years of professional experience
6
6

Certifications

Work History

Senior IT Project Manager | Program Manager

Bank of America（Contractor）
04.2024 - 07.2024
  • Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of IT projects.
  • Streamlined project delivery by implementing Agile methodologies and improving collaboration among team members.
  • Facilitated communication among team members to solve complex technical challenges efficiently and effectively.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Negotiated contracts with vendors that led to cost savings while maintaining high level of service quality.
  • Developed project management roadmap to define project objectives, timelines and milestones.
  • Built and maintained strong relationships with stakeholders, resulting in increased trust and collaboration on future projects.
  • Implemented risk mitigation strategies to minimize potential issues impacting project deadlines or budgets.
  • Reduced software development timeframes by identifying bottlenecks and optimizing the development process.
  • Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
  • Coordinated with stakeholders to gather requirements and provide updates on progress throughout projects’ lifecycles.
  • Developed detailed project plans, outlining clear objectives, timelines, and deliverables for IT projects.
  • Managed budgets for multiple projects concurrently, tracking expenses and reallocating resources as needed to stay within budget constraints.
  • Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
  • Championed change management initiatives by incorporating feedback from end-users into future project plans and improvements.
  • Improved resource utilization by analyzing performance metrics and adjusting staffing levels accordingly.
  • Led and managed staff of 50 plus team members engaged in administering complex IT infrastructure.
  • Organized internal audits and led efforts to determine and remedy deficiencies.
  • Designed, documented and executed system upgrades and patch management using update manager.
  • Identified plans and resources required to meet project goals and objectives.
  • Provided detailed project status updates to stakeholders and executive management.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Planned, designed, and scheduled phases for large projects.
  • Coordinated with external vendors to deliver IT project components.
  • Wrote, updated and maintained project documentation.
  • Managed various IT projects to meet deadlines and customer requirements.
  • Updated customers and senior leaders on progress and roadblocks.
  • Generated reports for IT project progress and performance.
  • Resolved staff conflicts and identified potential areas of improvement.
  • Managed cross functional team in the APAC region (Philippines, Taiwan, Japan and China) ranging from entry level analyst to VP's and collaborated with Sales, Legal, Marketing and the Professional Service team for Capital projects。
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Identified program obstacles and communicated possible impacts to team.
  • Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
  • Met with project stakeholders on a regular basis to assess progress and make adjustments.
  • Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Built teams to address project goals and objectives for multiple projects.
  • Optimized resource allocation, effectively balancing priorities and managing competing demands.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
  • Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
  • Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
  • Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
  • Designed and developed programs and projects for dissemination to personnel.
  • Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Launched quality assurance practices for each phase of development
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Senior IT Project Manager

FIS Global（Contractor）
09.2022 - 05.2023
  • Developed project plans identifying key issues, approaches and performance
  • Coordinated with external vendors to deliver IT project components.
  • Assessed and analyzed customer requirements to develop effective IT project plans.
  • Negotiated and managed project budgets to meet goals.
  • Devised test plans to validate accuracy of IT projects.
  • Monitored and tracked project progress to support timely completion.
  • Manage a portfolio of complex initiatives that span one or multiple lines of business.
  • Develop and deliver progress reports, proposals, requirements documentation and presentations to various audiences, including project team, sponsors, CIO, and key stakeholders.
  • Provide on-site leadership for project teams by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.
  • Full project life cycle ownership: successful project delivery will include full implementation from initiation to deployment for one major or several minor initiatives simultaneously.
  • Manage all aspects of multiple related projects to ensure the overall program is aligned to and directly supports the achievement of strategic objectives.
  • Report on project success criteria results, metrics, test, and deployment management activities
  • Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.
  • Participate in establishing practices, templates, policies, tools, and partnerships to expand and mature these capabilities for the organization.
  • Managed $30M+ budget through best practices including monthly, quarterly, and semi-annual reconciliation, review of portfolio priorities, and realignment based on accounts payable actuals.
  • Managed multiple Internet applications and software development projects utilizing HTML, MS SQL, JSP, Java Script, VB Script, UNIX, Python and C+ development techniques.

Agile Delivery Manager

Paya, Inc.（FTE）
11.2021 - 09.2022
  • Managed resources effectively to avoid unnecessary delivery delays.
  • Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
  • Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
  • Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
  • Supervised delivery staff and general productivity.
  • Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
  • Enhanced team performance by providing regular feedback, coaching, and training opportunities.
  • Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
  • Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
  • Coordinated efficient routes and schedules for 25-DevOps team members.
  • Reduced customer complaints by implementing proactive communication strategies with clients.
  • Mentored junior team members to develop their skills and advance within the organization.
  • Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.
  • Conducted regular audits of internal processes to identify inefficiencies or gaps in compliance with established protocols.
  • Developed a streamlined onboarding process for new hires, decreasing ramp-up time and increasing productivity.
  • Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
  • Supported customers via telephone, email and at sites to handle escalations and product concerns.
  • Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
  • Introduced innovative technology solutions that improved tracking accuracy and boosted operational efficiency.
  • Transitioned clients from sales processing to delivery team by effectively assigning roles and responsibilities and facilitating kick-off activities.
  • Integrated new technologies and best practices to improve Application Development management.
  • Established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success.
  • Created and enforced detailed organization processes to increase quality and service standards.
  • Worked with cloud-based infrastructure of Amazon Web Services (AWS) Azure, and computed AMI virtual machines on Elastic Compute Cloud (EC2)
  • Supported the PCON platforms.
  • Coordination of invoices & Supporting documentation from call centers & invoicing
  • Conducted interviews, performed analysis to create business cases and future process maps for project.
  • Successfully delivered $1M client technology refresh project, on-time/on-budget by leading cross-functional team utilizing project management best practices.
  • Created documentation such as requirement documents, policies, procedures, workflows, and user guides.
  • Familiarization with the International Mobility Framework and Modular Mobility Framework, Assignment Categories, Mobility programs and the Exception Process
  • Managed multiple Internet applications and software development projects utilizing HTML, MS SQL, JSP, Java Script, VB Script, UNIX, Python and C+ development techniques.
  • Planned and led engineer is developing Restful web services to manipulate dynamic data sets.
  • Developed Hyperion reporting and KPI / KRIs for project delivery across different methodologies.
  • Oversaw all stages of product delivery including discovery, design, development, User-acceptance testing, go to market, commercialization, production, and validation.
  • Led online payment migrations via PAYA's Virtual Terminal, by offering recurring payments, shopping carts and online charitable donations. The ERP and AWS cloud-based infrastructure platform solutions included Acumatica Cloud ERP, Sage, and Intuit via On-Prem via AWS.
  • Directly led multiple projects surrounding On Prem, Hybrid and AWS Cloud migration efforts.
  • Knowledgeable in the main tools for deployment automation are configuration management tools, CI/CD, and version control systems such as Kubernetes, Jenkins, GitLab and Chef.

Senior IT Project Manager

Cox Communications（FTE）
01.2019 - 10.2021
  • Updated customers and senior leaders on progress and roadblocks.
  • Generated reports for IT project progress and performance.
  • Resolved staff conflicts and identified potential areas of improvement.
  • Identified and implemented cost-saving measures in IT projects.
  • Established and enforced project timelines and deadlines.
  • Utilized lean practice management techniques to design and develop process maps for improvements, eliminating the need to utilize manual process.
  • Managed numerous cloud-based services projects designed to make the management Of IT infrastructure simple for businesses. These services and implementations were focused on Sales force CRM, Desktop as service (DaaS), Infrastructure as a Service (IaaS), Network as a Service (Naas) which specifically speaks to the Las Vegas Raiders stadium initiative where I led the Implementation of AWS setup and services related to On-Prem, Hybrid and Cloud technologies for the NFL organizations and their IT teams.
  • Developed, maintained business process documentation, considered compliance in all business process analysis, and redesigned activities.
  • Developed process enhancements through automation including workflow, approval processes, and escalation rules.
  • Directly led multiple projects surrounding On Prem, Hybrid and AWS Cloud migration efforts including Sales force CRM with AI.
  • Created requirements, assisted to prioritize work, and determined acceptance criteria for the development team.
  • Worked with Software Developers and collaborated on cross-functional teams in software design and development.
  • I directed and mentored a team of EITs and planners in multiple offices, and was responsible for the workload distribution, coordination, quality and delivery of all traffic deliverables in the cross functional departments.
  • Reported directly to Senior Managers & delivered communication strategies for internal / external stakeholders.
  • Developed analytical solutions in support of personalization analytics and next-best-action frameworks. Developed / maintained end-user training documentation and delivered training to users as required.
  • Utilized Java / HTML (Power BI) coding language to interpret data and piloted business process automation.
  • Developed test cases, strategies, plans, and scenarios to ensure comprehensive test coverage.
  • Inferred business meaning of results and provided recommendations for action.
  • Assisted process team on improvement of existing / current process mapping.
  • Managed data migration using SNMP, Splunk, and New Relic。
  • Maintained audit, compliance, and governance deliverables.
  • Led Enhanced 911 (E911) is the enhanced version of 911 services. E911 service automatically sends the location and the phone number to emergency services personnel. Cross collaboration with Federal, State, and local governments for compliance and regulatory adherence. This allowed network traffic rerouting via On-Prem, Hybrid and Cloud in the event of an actual event in real time.
  • Knowledgeable on the creation of MIB’s, Alarm Dictionary, and monitoring tools.
  • Develop and maintain business process documentation and consider compliance in all business process analysis and redesign activities via Runbooks and SOP’s。

Senior Scrum Master

Equifax USIS（Contractor）
01.2018 - 01.2019
  • Managed risk effectively through comprehensive assessment, mitigation strategies, and contingency plans throughout the project lifecycle.
  • Consistently exceeded performance targets by diligently tracking project progress and proactively addressing any deviations from planned objectives.
  • Increased stakeholder satisfaction by maintaining transparent communication channels and providing regular updates on project progress.
  • Streamlined project delivery by conducting daily stand-ups, sprint planning, and review meetings for multiple projects simultaneously.
  • Enabled efficient knowledge transfer across the organization by developing comprehensive training materials and conducting informative workshops on Agile best practices.
  • Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
  • Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
  • Applied agile methodology to shorten cycle time and achieve target margins.
  • Streamlined and optimized workflow and communication by implementing Agile frameworks.
  • Worked to provide continuous improvement for product development lifecycle.
  • Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
  • Managed product backlog and supported Scrum framework for monthly sprint releases.
  • Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
  • Led sprint reviews and planning meetings to promote full team engagement.
  • Updated customers and senior leaders on progress and roadblocks.
  • Wrote, updated and maintained project documentation.
  • Communicated project updates to stakeholders at all levels.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Identified program obstacles and communicated possible impacts to team.
  • Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
  • Led the release process for products / features developed by team.
  • Worked on managerial role and led cross-functional project teams in the capacity of Project Manager, SBA, SME, and Product Owner
  • Owned / managed backlog grooming, management prioritized user stories, created acceptance criteria, drove testing, and delivery.
  • Managed multiple Internet applications and software development projects utilizing HTML, MS SQL, JSP, Java Script, VB Script, UNIX, Python and C+ development techniques.
  • Took ownership of all technical aspects of Force.com implementation, including custom development, custom systems integrations, and AppExchange products
  • Developed test cases / strategies / plans / scenarios to ensure comprehensive test coverage.
  • Assisted team to remove impediments by understanding the control and release processes.
  • Organized / facilitated project planning sessions, daily stand-up meetings, reviews, retrospectives, Sprint, release planning, demos, and Scrum-related meetings.
  • ERP Financial Applications (Oracle EBS/ERP Cloud)
  • Worked with product management to create and maintain a solution process / roadmap.
  • Responsible for software enhancements, upgrades, data conversions, and release updates
  • Led team of developers with implementing Equifax Ignite and upgrading the pre-existing Interconnect credit decision platform into an AWS cloud-based infrastructure with also included ERP and Back-office features and functionality.
  • Assisted Product Manager in managing release dates and plans.
  • Assisted with prioritization and resolution of software defects.
  • Developed / supported code and configuration repository.
  • Worked primarily in domain of banking applications for JPMorgan Chase, Bank of America, Wells Fargo, and SunTrust Banks regarding their clients credit worthiness standards and requirements.

Senior Business System Analyst

Global Payments Company (FTE)
01.2013 - 01.2018
  • Streamlined operations for increased productivity with thorough system evaluations and adjustments.
  • Provided and supported implementation of business solutions by identifying business needs and carrying out necessary practices and processes.
  • Determined operational objectives by studying business functions, gathering information, and evaluating output requirements and formats.
  • Improved systems by studying current practices and designing modifications.
  • Enhanced data integrity by implementing advanced validation techniques and error handling procedures.
  • Documented ongoing system performance, verifying data, and quantifiable metrics.
  • Improved business process efficiency by analyzing and optimizing existing systems.
  • Enhanced overall system performance by identifying bottlenecks and implementing targeted optimizations based on detailed analysis findings.
  • Identified areas of possible system improvement to enhance overall business performance, accounting for budgetary concerns and business goals.
  • Participated in acquiring and maintaining vendor contracts.
  • Conducted interviews with potential clients to assess system performance needs, budgets and other factors.
  • Led efforts to ensure compliance with regulatory guidelines in system design and implementation processes across the organization.
  • Conducted meetings with junior staff members to discuss program specifications and process models.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Developed diagrams to describe and lay out logical operational steps.
  • Re-engineered existing computer systems to promote ease-of-use and improve system security.
  • Offered input for complex documents to support client-ready final versions.
  • Led requirement discovery sessions, functional walkthrough to identify gaps between client requirements, and company’s product.
  • Created business-focused deliverables for each release or set of projects objectives.
  • Directly led multiple projects surrounding On Prem, Hybrid and AWS Cloud migration efforts including Sales force CRM with AI specifically Call Center agents, Sales, and Marketing.
  • Led the global EMV contactless implementation project (sometimes referred to as “tap-and-go”) the project incorporated the collaboration between the security features of EMV technology combined with the ease, speed and convenience of NFC (near-field communications).
  • Allowing credit cards to communicate with an NFC-enabled terminal at close range. It drives the functionality behind popular mobile payment platforms like Apple Pay, Google Pay, and Samsung Pay® via cloud based infrastructure.
  • Utilized Mainframe on banking platform applications, core migrations AWS, Azure on Prem, Hybrid and cloud-based infrastructure, and customer Hyperion reporting / data maintenance.
  • Worked on Mainframe to support massive simultaneous transactions.
  • Produced technical focused deliverables such as functional / non-functional specifications, use cases, and creation of SIT & SAT test cases / scenarios.
  • Led / managed BA’s, production support, and NOC teams for IVR analytics report implementation.
  • Assessed and revised test sequence and scope based upon test results and/or changes in product design.
  • Managed multiple client projects, coordinated with internal teams to accomplish client needs.
  • Managed a team to design a purpose-driven platform designed for the needs of ISVs. We used various API’s and SDKs for our cloud based (AWS) integrations with our 70 + vertical market partners. These platforms incorporate technology focused on SaaS, Client Server, Mobile, Ecommerce, Unattended, Deployed Applications and Internet of Things (IOT).
  • ERP Financial Applications (Oracle EBS/ERP Cloud)
  • Implemented projects focusing on cloud-based infrastructure migrations, data center migrations, ERP and Global EMV implementations.
  • Created / maintained dashboard analytics and reported via Sales force.
  • Implemented various cards, charge type data functionality for merchant enablement system.
  • Used Visual Studio, Sales force, and SQL Server for analysis & development of online systems.
  • Created infrastructure, disaster recovery, and data backup requirements.
  • Identified all stakeholders, systems, and data formats throughout the entire SDLC of the Heartland / GPN company acquisitions.
  • Evaluated processes, batch / real-time conversion to streamline the process.
  • Reviewed unnecessary / outdated steps in process far enough upstream / downstream through risk and data analytics.
  • Evaluated and analyzed data in SQL Server environment including writing and pulling queries from SQL database.
  • Ensured proper General Ledger coding of expense reports for back-office code review while working with Oracle DBA’s and cross functional team tech leads.
  • Communicated with both internal and external parties to reconcile account problems within a pre-defined SLA period.
  • Third level escalation point for Accounting / Accounts Receivable, Accounts Payable, General Ledger billing issues experienced with end users internal and external.

Senior Business Systems Analyst

American Express Co. Inc.（FTE）
12.2007 - 01.2013
  • Led training sessions for internal staff members, boosting their technical knowledge and skills in key areas of expertise.
  • Resolved critical technical problems for clients, improving overall customer satisfaction.
  • Optimized network infrastructure by performing regular system maintenance and updates.
  • Streamlined support processes, increasing efficiency and reducing response time for client issues.
  • Increased first-call resolution rates by providing clear communication on technical concepts to non-technical users.
  • Strengthened relationships with clients through consistent follow-ups post-resolution to ensure ongoing satisfaction with support services.
  • Evaluated new technologies for potential implementation in the company’s support strategy, improving overall effectiveness of the team.
  • Devised custom solutions tailored to specific client needs, ensuring successful integration with existing systems while minimizing disruptions in operations.
  • Collaborated with outside departments to implement system-wide improvements.
  • Resolved technical issues promptly and effectively, providing exceptional support to Salesforce users across the organization.
  • Enhanced Salesforce system efficiency by optimizing workflows, automating processes, and streamlining data management.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Collaborated with cross-functional teams to gather requirements, design solutions, and deploy custom Salesforce features tailored to business objectives.
  • Promoted a culture of continuous learning through regular knowledge sharing sessions on new features and best practices within the Salesforce community.
  • Customized user interfaces according to specific departmental needs while maintaining a consistent overall experience across the platform.
  • Proactively identified opportunities for process improvement within the Salesforce environment by staying current on industry trends and best practices.
  • Ensured data integrity and accuracy through regular audits, timely updates, and meticulous record maintenance.
  • Played a pivotal role in successful system integrations, working closely with IT and business stakeholders to ensure seamless data flow between platforms.
  • Reduced manual workload for sales team members with the creation of time-saving automated email templates and document generation tools.
  • Implemented effective backup strategies to ensure data protection in case of unforeseen disasters or failures.
  • Maintained high levels of security and compliance by enforcing strict access controls, monitoring user activity, and performing periodic vulnerability assessments.
  • Supported organizational growth by configuring scalable solutions within Salesforce and providing guidance on best practices for future expansion.
  • Championed data-driven decision making through the development of advanced analytics capabilities using native reporting tools in Salesforce.
  • Boosted user adoption rates by developing coherent training materials and conducting personalized training sessions.
  • Spearheaded the development of a comprehensive knowledge base that empowered users to troubleshoot common issues independently, reducing reliance on support teams.
  • Optimized lead nurturing efforts with targeted marketing campaigns designed within Salesforce.
  • Streamlined communication channels with seamless integration of third-party applications into the Salesforce ecosystem.
  • Set up and controlled user access levels across databases to protect important data.
  • Created and updated database designs and data models.
  • Designed and developed analytical data structures.
  • Conducted tests to identify issues and make necessary modifications.
  • Implemented security measures to protect vital business data.
  • Implemented BI solution framework for business intelligence projects.
  • Developed and updated databases to handle customer data.
  • Adhered to set schedules to test databases for flaws and reduce downtime.
  • Wrote and maintained technical and functional specifications to document database intentions and requirements.
  • Modified databases to meet needs and goals determined during planning process.
  • Knowledgeable in SQL, Perl / Shell scripts, and Oracle logic for issue resolution.
  • Expert in application feature processing of ACH, Purchase Card EMV, Virtual Payment Processing, Multi-currency processing.
  • Foreign Exchange Specialist.
  • Expert experience working with the US Treasury teams.
  • SAP, Check printing processes.
  • Strong organizational skills, including the ability to focus simultaneously on long and short-term priorities.
  • Knowledgeable of Java, J2EE, and Java EE 5 technology and Application development tools.
  • Experience in Salesforce Testing and Administration spanning all facets of package software and SaaS application implementation.
  • Demonstrated competencies, dependability, and attention to detail, proven ability to manage change and lead teams.
  • Experience with external application integration through SOAP and REST APIs and troubleshooting integration issues.
  • Examine Salesforce error and debug logs for any performance issues
  • Ability to understand existing Apex classes, triggers, Lightning Web Components and Visualforce
  • Look at the login history table to spot any user lockouts, excessive login errors, and unexpected IP addresses
  • Skills also include UAT/Quality Control Application, data testing and ERP reporting functionalities.
  • Knowledgeable in Secure File Transfer Processes to include File Processing and Data Mining techniques for research purposes.
  • Knowledge of CPQ and DocuSign required
  • Manage all technical communication between the support team and client
  • Resolve Salesforce issue tickets and actively participate in Outage bridge meetings.
  • Develop support Knowledgebase to be used by the support team
  • Provide great customer service for users across the organization in response to reported issues in the production environment.
  • Incident and service request ticket creation, updating and closure. Familiarity with an incident tracking application such as HP Service Manager.
  • Experience with remote access tools for troubleshooting issues with end users.
  • Troubleshoot and identify gaps with existing systems/processes such as, but not limited to, manual processes that can easily be automated, lack of appropriate tracking systems, security risks, and vulnerabilities.
  • Buyer Initiated Payments and B2B Implementations.
  • Lead a team of 20+ people on various application deployments
  • Designed and developed training program for 20+ new hires ensuring consistent knowledge transfer incorporating a rigorous performance evaluation process for resource assessment.

Education

High School Diploma -

Southwest DeKalb High School (Graduated)
Decatur, GA

Received Globally Recognized IT Certifications - Information Technology And Computer Science

Omnitech Institute -（Graduated）
Decatur, GA
07.2003

Skills

  • IT Infrastructure Management
  • Scrum Framework
  • DevOps principles
  • Enterprise Architecture
  • Project Management
  • Agile Methodology
  • Software Development Lifecycle
  • Change Control Processes
  • Systems Design Documentation
  • Budgeting and forecasting
  • Systems Installation, Configuration, and Upgrading
  • Compliance Monitoring
  • Functional & Business Requirements
  • Disaster Recovery Methodologies
  • VmWare Virtualization
  • Documentation And Reporting

Certification

  • Certified Scrum Master (CSM)
  • A+ OS and Hardware
  • MCP Professional and Server
  • Network+
  • On track Agile Project Management


Timeline

Senior IT Project Manager | Program Manager

Bank of America（Contractor）
04.2024 - 07.2024

Senior IT Project Manager

FIS Global（Contractor）
09.2022 - 05.2023

Agile Delivery Manager

Paya, Inc.（FTE）
11.2021 - 09.2022

Senior IT Project Manager

Cox Communications（FTE）
01.2019 - 10.2021

Senior Scrum Master

Equifax USIS（Contractor）
01.2018 - 01.2019

Senior Business System Analyst

Global Payments Company (FTE)
01.2013 - 01.2018

Senior Business Systems Analyst

American Express Co. Inc.（FTE）
12.2007 - 01.2013

High School Diploma -

Southwest DeKalb High School (Graduated)

Received Globally Recognized IT Certifications - Information Technology And Computer Science

Omnitech Institute -（Graduated）

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Tonya TateExperienced IT Technologist