Senior Program Manager, IT Project Manager Tennessee Valley Authority
The Tennessee Valley Authority is an agency in the U.S. Federal Government that is dedicated to bringing low-cost energy, environmental stewardship, and economic prosperity to the Tennessee Valley.
Senior Program Manager
• Spearheaded enterprise-wide KCS® implementation in ServiceNow, achieving 85% adoption across IT teams, resulting in 40% faster resolution times and 35% improvement in first-contact resolution
• Crafted and sustained knowledge bases (10,000+ articles) in ServiceNow with 95% availability and 4.5/5 user satisfaction, while reducing search time by 60% and duplicate tickets by 25%
• Established quality framework delivering 92% knowledge accuracy and 88% findability scores, with quarterly updates maintaining 95% compliance rate
• Empowered 200+ staff members (95% certification rate) through 50+ sessions, achieving 90% satisfaction rate
• Developed automated reporting infrastructure with 20+ dashboards (98% accuracy), reducing reporting effort by 80% and improving strategic decision-making efficiency by 35%
• Formulated and executed KCS® roadmap delivering 90% of initiatives on schedule, implementing 100+ process improvements leading to 25% increase in service quality
• Partnered cross-functionally to achieve 30% improvement in resolution rates and 40% reduction in escalations
• Orchestrated continuous improvement initiatives generating $500K annual cost savings through 45% productivity gain and 75% reduction in reporting time
• Sustained 99% documentation currency across 1,500+ process documents while achieving 95% role fulfillment rate and 85% performance targets
IT Project Manager
• Guided 6-person cross-functional team implementing $65M enterprise content management software project (OpenText), achieving 98% user satisfaction rate and 30% reduction in system-related support tickets across 10,000+ end users
• Instituted enterprise-wide best practices framework resulting in 40% improved project delivery consistency across 25+ concurrent projects
• Authored comprehensive 50-page change management playbook adopted by 15+ directors, leading to 25% faster change implementation across departments
• Supervised Vault and Cleanup track delivering 100% of milestones on schedule, processing 2M+ documents while maintaining 99.9% system availability
• Orchestrated valley-wide training program reaching 3,000+ employees with 95% completion rate and 90% positive feedback
• Accelerated project timeline by 28% through effective resource negotiation and optimization across 4 departments
• Enhanced cross-functional communication efficiency by 35% through standardized protocols reaching 500+ stakeholders
• Headed 12 continuous improvement initiatives generating $800K annual savings through process automation and optimization
• Unified IT-business communication gap by creating 20+ process maps and technical guides, reducing requirement clarification cycles by 45%
• Developed and implemented change management strategy resulting in 90% employee buy-in across 3 major organizational transitions
• Documented 35+ best practices and lessons learned, achieving 50% faster onboarding for new project team members and 30% reduction in common project pitfalls
