This document contains a summary of a candidate's experience, including their contact information, 20+ years of experience in program management roles, expertise in Agile and waterfall project management approaches, and track record of turning around failing programs and implementing processes and metrics. Their experience includes roles such as program manager, project manager, and portfolio manager, and they list accomplishments such as reducing costs, improving processes, and standardizing services.

1. Joy L. McGovern
303-815-6343
joylmcgovern@gmail.com

2. Program manager with strong knowledge of both
traditional waterfall and Agile project management
principles who can leverage creative problem solving and
take decisive action when needed to achieve success.
Visionary business leader that has proven success in
turning around failing programs, implementing
governance structures for long term success, designing
and streamlining effective processes and implementing
controls and metrics for continual service improvement
of those processes.

3.  Large-scale program management
 Software and Infrastructure Project Management
 Leadership of global teams
 Process design and control
 Continual service improvement
 Organizational change management
 Cost analysis and reduction
 Governance of process and services
 ITSM Tools Implementation and Management (CA
Tools Suite)

4.  Infrastructure and Data  ITIL Processes
Center Management  Change Management
 ITSM Tools Suite  Configuration
Management
 Software Design Life
 Incident Management
Cycle (SDLC)
 Problem Management
 Microsoft Office Suite
 Knowledge Management
 Microsoft Project
 SharePoint

5. Positions Held:
- Sr. Manager ITIL and Governance
- Sr. Project Manager
- Customer Portfolio Manager
Key Projects:
 ITIL Tools Implementation (CA Service Desk Tools Suite) – Goals of the program are improve Change
Management, implement new tool set for Incident Management and Request Fulfillment, assess and
analyze tools for on call paging and ticket assignment notification, assess and implement a new ad hoc
reporting tool (Xtraction), design and implement a CMDB and Asset Management System.
 Global Delivery Program – transitioned work for over 100 FTEs across all technical areas (help desk, open
systems, network, mainframe, database, middleware, and project management) to be supported in India.
Involved understanding legal elements, HR management of reduction in force, governance process to
manage resources remotely and through matrix management, infrastructure set up, training and tracking of
workload that had been transitioned.
 Customer Portfolio Management – oversee a team of project coordinators and help manage portfolio
projects for three of our largest customers. Included standardizing processes and management of projects
to provide consistent service, implement metrics to track progress and provide status reports and project
accounting to senior management.

6. Accomplishments
 Recommended for promotion to Director of ITIL Tools and Governance - currently pending
 Added responsibility for ownership and administration for the Clarity PPM tool set
 Decreased contractor and consultant costs by approximately $1 million dollars for CA Technologies tools implementation
program
 Reduced time to enter a change by over 50% by streamlining processes
 Shortened time to onboard a customer from weeks to hours by implementing standard processes and templates used by all
Project Managers during new customer migrations
 Defined new go to market strategy for ITSM tools allowing tiers of service
 Successfully managed 2 projects with high risk to the service delivery organization by using sound organizational change and
program management methodologies
 Promoted to Senior Manager of ITIL and Governance and given HR responsibilities for 3 teams after success implementing
new ITIL-aligned Incident and Request tools and processes
 Moved 100 FTE of work to India in 1 year in offshoring program
 Developed governance model for managing resources in India and US jointly
 Prevented any jobs from being lost during off-shoring of work by analyzing organic growth opportunities, normal attrition and
off shore skill-sets and on-boarding times
 Reduced off-shore program travel costs significantly by setting up corporate apartment housing, negotiating international
hotel rates and setting up group shot clinics
 Identified $5 million savings in service delivery costs via monthly financial analysis and trending
 Standardized delivery of portfolio management services across all portfolio accounts, leveraging standard template and
reporting metrics

7. Positions Held:
- Measurements &Reporting Project Manager
- Configuration Management Lead
- Configuration Manager
- Project Manager
- Desktop Support Technician
Key Projects:
 Reporting Package Implementation for 2 customers – included requirements gathering, design, testing and
go live as well as management of resources and schedules.
 New Configuration Management Tool Implementations – There were multiple new versions of the CIM
(Configuration Information Management) tool, and responsibilities included requirements
gathering, design, release management, training for customers and internal users, process
enhancements, and finally migration of all customers (over 200) to the new tool set.
 Avaya Desktop Refresh – responsible for tools used to track the refresh of over 10,000 PCs and
Laptops, data reconciliation and progress reporting.

8. Accomplishments:
 Successfully implemented $200,000 business transformation reporting solution with an aggressive
schedule on time with a high degree of satisfaction
 Reduced data load time for large accounts by approximately 75% by identifying and applying automation
and process improvement points
 Improved data health on average 15% across 12 high dollar accounts through implementation of
continuous service improvement metrics and controls
 Managed design cycles and development projects for new Configuration Management Tool releases
 Managed the program of migrating over 200 clients to a new Configuration Management tool set
 Received maximum allowable number of Peer Recognition awards for three years straight
 Promoted to Configuration Management Lead within 4 months of joining the team
 Significantly reducing training time for both end users and new employees by designing and implementing
the first on-line user training for the Configuration Management service offering
 Created the initial process for managing configuration data using databases rather than spreadsheets
 Reconciled 98% of 10,000 assets deployed during a refresh project by carefully managing the tools and
processes used during the deployment
 Improved customer satisfaction and reduced the time to train new employees by documenting many
desktop support procedures, making them repeatable and consistent

9. Education:
 Westwood College of Technology
 Course emphasis: NT, Novell and UNIX servers and TCP/IP
networking, Microsoft Office Suite, C++ programming
language
 University of Central Florida – Bachelor of Arts
(cum laude)
 Major: Legal Studies
 Course emphasis: Legal research and writing, case
analysis, corporate law
Certifications:
 PMP
 ITIL Foundations v2