University of Tennessee at Martin

Strategic Consultant at Tennessee Valley Authority

Chattanooga, Tennessee, United States

Tennessee Valley Authority

Strategic Consultant

- Manage and lead IT’s journey through Tennessee Center of Performance excellence utilizing the Baldrige framework.-	Lead cross functional improvement teams through process improvement projects via Lean Six Sigma tools and resources, specifically DMAIC.-	Provide process improvement consulting (process mapping, decision models, templates, SIPOC, etc.) as needed.-	Facilitate technology implementation initiatives and manage suite of interface tools for our strategic partners.-	Develop relationships with peers to create an atmosphere of open, transparent, and honest communication among the teams to foster a culture of continuous improvement and collaboration to drive cultural change.-	Support the development of a standard format and cadence for delivering clear and consistent communications to TVA Leadership focusing program progress, gaps and key performance indicators.-	Propose solutions to mitigate identified continuous improvement knowledge and skill level gaps

Program Manager, Enterprise IT

- Built and maintained partnerships with internal customers to understand business requirements and goals and identify appropriate technical solutions -	Represented TVA to the vendors in negotiating and purchasing services from Cloud Service Providers.-	Oversaw TVA’s workload migration to cloud computing models and communicated status updates to the leadership on regular basis.-	Identified issues, escalated when needed, and drove resolution to avoid schedule impact.-	Collaborated with Subject Matter Experts (SME) in applicable groups and Leadership to ensure cloud migration work practices and policies adhere to applicable regulatory compliance and governance.-	Ensured each cloud migration use case complies with FISMA, NIST and FedRAMP standards.-	Coordinated work activities of technical SMEs to completion, continuously improving plans and methodologies and leading diverse teams through specialized tasks and daily operations. -	Served as a liaison between Cloud Brokerage, Service Management, Vendor Management, and Security & Compliance Monitoring to ensure cloud adoption success, while minimizing risk to the agency, TVA customers, and the public. -	Stayed abreast of emerging cloud technologies, architectures, and industry trends. -	Realized efficiency gains in TVA IT Hardware and Services maintenance budgets (~$8M). -	Led IT EAG to improve IT organizational culture and strengthen partnerships across the organization.-	Coordinated cross-collaboration efforts with peers ((other EAGs and ERGs) across TVA to support and maintain an open feedback loop for IT EAG excellence.

Program Manager, Cloud Brokerage

- Coordinated Infrastructure Delivery’s organizational change, outage and resource capacity management. -	Developed and implemented IT Infrastructure Work Week Schedule, a process for resource capacity planning. -	Processed resource requests and analyzed the potential impacts / conflicts to prior committed work, schedule and budget.-	Developed training plans, material and training delivery schedule. -	Led infrastructure delivery teams, through education and training, to understanding and adhering to the processes.-	Launched Operations Solutions Delivery Agile Release Train with emphasis on (Component Team) allocating the infrastructure resources necessary to achieve incremental releases.

Program Manager, Coordination Change Management

- Provided governance and oversight for IT Service Manager Incident and Change Management process. -	Accountable for enforcing adherence through education, monitoring and training to the ITIL Incident and Change Management process. -	Developed training plans, material and training delivery schedule.-	Served as the subject matter expert for business partners and IT in regards to Manage Changes, IT-SPP-12.900.-	Led continuous improvements efforts to ensure the process remained effective and efficient for the end user.-	Responsible for providing proper response and evidence to audit and benchmarking request.-	Served as the subject matter expert for business partners and IT in regards to Incident Management, IT-WI-12.06.20 and IT Emergency Operations Center, IT-WI-12.09.03.001. -	Managed the incident and change management process throughout the lifecycle for trending and reporting analysis.-	Accountable for the development and maturation of several IT Customer Operations programs and processes; Incident Management, Escalation Management and Outage Coordination.-	Led technical teams through the development of outage execution plans, pre-job briefs and dry-runs prior to production execution.-	Facilitated, communicated and monitored outage progress, day of, while maintaining highest standards for safety, compliance, and quality.-	Prepared documentation and facilitate cross-organizational teams through lessons learned, post implementation review and Corrective Action Plan (CAP).-	Fulfilled on-call rotations.

Program Manager, ITIL Service Change Manager

- Responsible for monitoring system alerts and resolving or escalating issues as they arise. -	Assisted in problem solving with the intention of increasing the first call resolution. -	Maintained awareness of the incoming and outgoing call loads, delivering quality customer service, and balancing the call awaiting queue by distributing the time spent evenly among each call.  -	Promoted production application changes once user acceptance testing has been verified.-	Level 2 technician with elevated privileges as well as focus on problem management via ITIL process.

Phebe Fleet