Maximizing customer engagement for new technology roll outs. Implementing NIH-wide customer awareness programs to increase knowledge of new services, programs and SLAs to enhance customer relationships and increase customer satisfaction ratings by establishing and monitoring performance measures. Improving operational efficiencies by utilizing ServiceNow’s automated workflows.
Program Management Advisory services: Enhanced compliance, quality of service, accountability, and transparency; increased productivity and improved efficiencies. For Digital Transformation, utilized ServiceNow to automate processes for standard service offerings, prioritized project intake, expedited incident resolution and request fulfillment, improved resource alignment and customer service. Enhanced accountability, performance, and customer satisfaction by implementing quantifiable SLAs that measured performance. Designed management dashboards for real time reporting and decision making.
Designed and developed Program Management Office (PMO) for high visibility Capital Investment Funds (CIF) initiatives with a total annual budget of $70M. Developed KPIs for Executive Dashboards real time, accurate, consistent and timely reporting. Coached CIT Directors on project planning, management, and execution. This program is now expanded to include management and performance reporting of 400+ projects.
As Prime Contract holder, delivered real time advanced facial recognition using live video streaming for anti- drug trafficking efforts in the DR. Managed multiple stakeholders, vendors and subcontractors for on-time on-budget procurement, Customs clearance, design, installation, configuration, integration, testing, technical documentation and training.
Provided Program Management support for developing Digital Diplomacy enterprise architecture for IT services requirements.
Prime Contract Holder, Directed Operations and Management Division (OMD) of a $250M/YR branch office with 55 full time staff. Provided 24X7 support to 750 employees worldwide through IT, Finance, HR, Contracts, Office Support, and Travel Units. Developed and executed 18-month Technology Refresh Roadmap to modernize enterprise IT applications and cloud infrastructures.
Throughout the years, Paralime consultants have been instrumental in assisting over a dozen Federal Government, commercial clients, and non-profit organizations.
Award-Winning Excellence Engagements
Our dedication to customer success and exceptional service has garnered us multiple Service Excellence awards. These accolades represent our high customer satisfaction rating and our ability to deliver timely, innovative solutions that add significant value to our clients’ ventures.
