Strategic and results-driven professional with nearly a decade of experience in IT governance, process engineering, and Enterprise Architecture (EA) alignment leveraging TOGAF principles and supporting EA modelling (Arch…
Strategic and results-driven professional with nearly a decade of experience in IT governance, process engineering, and Enterprise Architecture (EA) alignment leveraging TOGAF principles and supporting EA modelling (ArchiMate). Expert in conducting AS-IS/TO-BE gap analyses and process reviews to ensure large-scale systems remain compliant with rigorous institutional policies and strategic digital goals. Proven track record of managing technical documentation including BRDs and technical specification for high-stakes federal programs, ensuring 100% audit readiness and adherence to governance board standards. Adept at coordinating with cross-functional stakeholders to assess project feasibility and maintain EA repositories, while leveraging a highly analytical, structured, and process-driven mindset to streamline complex organizational workflows.
<p>Defined the product vision and managed the prioritized backlog for a federal IT infrastructure modernization project, translating stakeholder needs into epics and user stories that guided a team of 12 developers.<br>
Maximized development efficiency and ROI by owning backlog grooming and sprint planning sessions in JIRA, resulting in a 40% reduction in rework and consistent on-time delivery of sprint goals.<br>
Championed the user's voice by creating user journey maps and wireframes to visualize customer-centric workflows, ensuring development efforts aligned with user needs and business value.<br>
Acted as the key decision-maker for product scope and requirements, managing stakeholder expectations and communicating the product roadmap to secure ongoing buy-in from executive leadership.<br>
Validated product quality and business value by leading the UAT strategy, resulting in a successful launch with zero critical incidents and high user adoption.</p>
<ul><li>Led end-to-end business analysis for mobile application development, translating complex business needs into structured user stories and acceptance criteria aligned with product vision </li><li>Partnered closely with UX/UI designers to validate wireframes and prototypes, ensuring seamless alignment between user experience and business requirements </li><li>Managed product backlog and facilitated Agile/Scrum ceremonies (sprint planning, daily stand-ups, retrospectives), ensuring consistent delivery velocity </li><li>Spearheaded AS-IS / TO-BE process mapping and value stream analysis, identifying optimization opportunities that improved user retention and digital journey performance </li><li>Defined KPI frameworks and developed Power BI dashboards to support executive decision-making and performance tracking </li><li>Led UAT strategy and execution across 30+ stakeholders, reducing post-launch defects by 60% </li><li>Acted as primary liaison between business stakeholders, mobile development teams, and system integrators to ensure successful app delivery </li><li>Supported system integration by defining data flows, business rules, and functional dependencies across platforms</li></ul>
<p>Owned the product backlog for a customer-facing mobile application, prioritizing features based on business value, technical feasibility, and feedback from 3 distinct business units.<br>
Drove a 20% reduction in post-launch support tickets by re-architecting and documenting core CRM workflows, enhancing the customer experience and reducing operational overhead.<br>
Collaborated closely with UX/UI designers to validate prototypes and wireframes in Figma, ensuring the final product was both intuitive and aligned with the strategic product vision.<br>
Secured product-market fit by validating 125+ business requirements through UAT with 50+ end-users, directly leading to a successful production launch.</p>
<ul><li>Led business analysis for multiple citizen-facing mobile applications as part of a $900M+ federal modernization program. </li><li>Translated complex regulatory and business requirements into detailed user stories and acceptance criteria, improving development efficiency by 40% </li><li>Designed and executed UAT strategies for multiple releases, identifying 90% of critical defects prior to deployment </li><li>Managed product backlog and prioritized features to align with government service delivery objectives </li><li>Facilitated Agile ceremonies and coordinated cross-functional teams including developers, designers, and QA for mobile app releases </li><li>Established end-to-end traceability linking business objectives to system implementations using Azure DevOps </li><li>Identified AI and automation opportunities including predictive insights and process optimization use cases </li><li>Developed KPI reporting structures and supported data-driven decision-making through structured analytics outputs</li></ul>
<p>Improved stakeholder satisfaction scores by 30% and reduced average case resolution time by 30% by optimizing a flagship Salesforce Cloud product through user workflow re-engineering and API integrations.<br>
Accelerated feature release cycles by 25% by engineering and optimizing end-to-end CI/CD pipelines in Azure DevOps, enabling faster and more reliable deployments to production.<br>
Secured internal buy-in and funding for a large-scale vehicle fleet management initiative by authoring technical proposals and solution architectures that demonstrated expertise in IoT and telematics data integration.</p>
<ul><li>Led requirements engineering for enterprise system enhancements including ERP integrated solutions and CRM platforms </li><li>Defined functional and non-functional requirements including security, scalability, and performance </li><li>Performed BPMN-based process modeling and identified automation opportunities reducing processing time by 40% </li><li>Supported data analysis and validation to ensure consistency and integrity across systems </li><li>Contributed to AI-driven solution evaluations and vendor selection through structured RFP processes </li><li>Documented Process Discovery Documents (PDDs) and functional specifications for automation initiatives </li></ul>
<p>Treated the SharePoint platform as a product, leading its migration and optimization which increased system uptime by 20% for over 5,000 users, significantly improving productivity.<br>
Shipped automated workflow features that cut manual process redundancies by 40%, directly improving operational efficiency and audit compliance scores.</p>
<ul><li>Managed access controls, permissions, and data lifecycle policies</li><li>Supported cloud infrastructure and ensured system uptime</li><li>Applied ITIL practices to improve service desk performance</li><li>Conducted AS-IS / TO-BE analysis and applied DMAIC methodology to improve operational workflows </li><li>Delivered process optimization initiatives that increased efficiency by 40% </li><li>Administered Active Directory (user accounts, permissions, security policies)</li><li>Supported system and process alignment across business units ensuring governance and compliance adherence </li></ul>
<p>Managed the end-to-end IT operational budget of $850K for infrastructure and services, delivering all projects within 5% of the allocated financial plan and demonstrating strong fiscal accountability.<br>
Improved service delivery operations by supervising a team of 17 support staff and implementing a new tiered support model, which reduced average ticket resolution time by 25%.<br>
Streamlined the IT asset lifecycle and procurement process, reducing overhead costs by 15% and improving compliance with federal asset management regulations.</p>
<ul><li>Role: Senior Product Owner / Business Analyst</li><li>Project Goal: To modernize and consolidate legacy IT infrastructure for a federal government department, improving system reliability, security, and long-term maintainability while reducing operational costs.</li><li>Key Responsibilities & Actions:<ul><li>Defined the product vision and created a phased roadmap for the modernization effort, securing executive buy-in.</li><li>Conducted over 50 stakeholder interviews and workshops to elicit and analyze business and technical requirements.</li><li>Authored the Business Requirements Document (BRD) and managed the product backlog in JIRA, comprising 200+ user stories and epics.</li><li>Served as the primary liaison between business stakeholders, architects, and a 12-developer Scrum team, clarifying requirements and managing scope.</li><li>Designed future-state process flows and wireframes to visualize new workflows for both technical and non-technical audiences.</li><li>Developed and executed the UAT strategy, creating test cases and coordinating testing with business users.</li></ul></li><li>Tools Used: JIRA, Confluence, Lucidchart, Figma, Microsoft Teams</li><li>Outcomes & Measurable Results:<ul><li>Reduced development rework by 40% through meticulous requirement documentation and continuous backlog refinement.</li><li>Achieved zero critical incidents at launch by leading a thorough UAT process, ensuring a smooth transition for end-users.</li><li>Improved project transparency and alignment by implementing a structured ticketing and reporting system in JIRA, leading to on-time delivery of all sprint goals for 6 consecutive quarters.</li></ul></li></ul><p></p>
<ul><li>Role: Product Owner</li><li>Project Goal: To design and launch a new mobile application to improve customer self-service capabilities, reduce support ticket volume, and enhance user engagement.</li><li>Key Responsibilities & Actions:<ul><li>Owned the product vision and prioritized the backlog based on business value, customer feedback, and technical dependencies.</li><li>Collaborated daily with UX/UI designers in Figma to create wireframes and prototypes, validating user journeys before development.</li><li>Elicited and consolidated requirements from 3 different business units, resolving conflicts and building a consensus on feature priorities.</li><li>Wrote and groomed 125+ user stories with clear acceptance criteria for the development team.</li><li>Planned and coordinated UAT with a pilot group of end-users.</li></ul></li><li>Tools Used: Figma, JIRA, Confluence, Slack</li><li>Outcomes & Measurable Results:<ul><li>Reduced manual ticket escalation by 20% within three months of launch by introducing intuitive self-service features in the app.</li><li>Successfully validated and met 100% of the 125+ business requirements during UAT, leading to formal sign-off and on-schedule production deployment.</li><li>Streamlined internal processes by documenting new, optimized CRM workflows into Standard Operating Procedures (SOPs).</li></ul></li></ul><p></p>
<ul><li>Role: Technical Product Specialist</li><li>Project Goal: To optimize the existing Salesforce Service Cloud platform, improve agent efficiency, enhance reporting, and integrate with external systems via APIs.</li><li>Key Responsibilities & Actions:<ul><li>Analyzed user pain points and performance metrics to identify key areas for improvement in case management.</li><li>Prioritized and defined a backlog of feature enhancements and API integrations.</li><li>Worked with developers to re-engineer core user workflows and automate manual steps.</li><li>Engineered and optimized the CI/CD pipeline in Azure DevOps to enable faster and more reliable releases.</li><li>Created training materials and conducted sessions for over 100 end-users.</li></ul></li><li>Tools Used: Salesforce, Azure DevOps, REST APIs, Power BI</li><li>Outcomes & Measurable Results:<ul><li>Decreased average case resolution time by 30% by streamlining agent workflows and automating data entry.</li><li>Improved stakeholder satisfaction scores by 30% through enhanced reporting capabilities and faster service delivery.</li><li>Reduced deployment time by 25% by automating the build and release process, allowing for more frequent value delivery.</li></ul></li></ul><p></p>
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