Project Management Desktop Support

MILAP SHAH

Value-focused Solution-oriented Results-driven

●Azure

●PMI-PMP

●PMI-ACP

●ITIL

●B.S. Electrical Engineering

C:(202) ad647k@r.postjobfree.com://linkedin.com/in/milapmshah

PROFILE

Skilled professional in business analysis, technical leadership, and IT infrastructure and operations with a proven track record of successfully leading cross-functional teams, implementing innovative solutions, and delivering exceptional results in complex IT environments. Recognized for expertise in wireless infrastructure design, ITIL framework implementation, and project management methodologies. Agile Certified Professional (PMI-ACP) and Project Management Professional (PMP).

EXPERIENCE

Merchandising Execution Team (MET) @ Home Depot 2019 – 2024

●Supported continuous improvement of cloud-based applications for sales metrics and inventory management.

●Led the MET team in daily standups, ensured adherence to safety standards, mentored associates, and liaised with leadership to support store operations.

●Executed merchandising strategy projects guided by project documents and planograms to drive sales with price accuracy, product flow-through and availability, placement of marketing materials, and standardized store layouts.

Business Analyst @ By-Light Professional IT Services 2010 – 2014

“Generals at the conference were walking around with your 2-page report like it was a bar of gold.” [Re: The first enterprise-level IT metrics giving the Army data-driven insights and decision-making ability.] - Steve Fleming, PMP, CSM

●Veterans Affairs hospitals: Conducted onsite Wi-Fi surveys and used the

heatmaps to architecture RFID infrastructure to track medical equipment.

●Department of Justice (DOJ): Surveyed, planned, and replaced/enhanced Wi-Fi infrastructure with an Aruba network for the United States Attorney's Office (USAO) across the U.S.

●Army Enterprise Service Desk (AESD): Collaborated with cross-functional teams to modernize IT users’ experience through the conversion of legacy systems, create the first ever globally centralized U.S. Army IT services and processes, and establish comprehensive enterprise IT metrics collection, analysis, and reporting of call center key performance indicators (KPIs).

●Corporate: Conducted comprehensive business analysis to identify client requirements and translate them into functional specifications; sustained ongoing business development with proposal writing and responses to RFPs.

Network Operations Center (NOC) Team Lead @ Defense Information Systems Agency (DISA) Network (DISANet) 2009 – 2010

“We liked what you did with NetCool as it really increased the DSMC’s capabilities.” - Ed Palensky, NOC agent

●Directed daily operations for the 24/7 NOC "within a maturing ITIL framework, including Tier 1 and 2 level monitoring, troubleshooting, reporting, and escalations of classified (SIPR) and unclassified (NIPR) network alarms and outages – ITIL event and incident management processes.

●Gathered, analyzed, and reported on data for various network performance trends.

●Enhanced monitoring capabilities of all network services – connectivity, blackberry, email, server status, and internet - through Netcool engineering.

Operations Lead @ HP Navy/Marine Corps Intranet (NMCI) 2005 – 2009

thank and congratulate you on the recent extension of the [NMCI] contract . . . culminates the hard work and strong relationship you’ve developed with the Department of Navy . . . adds more than $3 billion to the program’s overall contract value.” - Mike Koehler, Enterprise Client Executive

●Network Operations Center (NOC): Coordinated personnel and resources during critical situations, troubleshooting classified/unclassified systems to swiftly resolve network outages impacting the world’s largest, most secure intranet within a very mature ITIL framework.

●Call Center / Helpdesk: Provided service level agreement (SLA) management to Navy / Marine Corps IT call center and technical leadership to agents supporting a vast user base of 600,000 (military, civilian, VIPs) through Tier 1 and 2 expertise.

ACTIVITIES

Math Teaching Assistant / Tutor @ Prison Teaching Initiative (PTI) through Princeton University 2018 - 2019

Division of Fire and Rescue @ Hampton, VA 1992 - 2006

●President, Volunteer

●Virginia certified firefighter

●Virginia-licensed Emergency Medical Technician (EMT-B)

SKILLS

Technology:

Wifi; RFID; LAN; Azure; SQL; Intermec, Symbol, Aruba; user acceptance testing (UAT) and scripting

Governance & Compliance: Corporate & IT Audit; Capability & Maturity Model Index (CMMI) Level 3; Risk Management; ServiceNow; ISO 9001; NIST 800; Federal Acquisition Regulations (FAR) / Joint Travel Regulations (JTR); EMS inspections iaw VA medical regulations

Platforms: Azure, Active Directory (AD); BMC Remedy; Netcool; Vantive; Sharepoint; Helpstar; Wide Area Workflow (WAWF); MS Office

EDUCATION

Azure Fundamentals (AZ-900) certification #AE2CN4-4254EA

PMI - Project Management Professional (PMP) #3774347

PMI - Agile Certified Professional (ACP) #3702761

Lean Six Sigma White Belt

ITIL Release, Control, & Validation

Bachelor of Science in Electrical Engineering (Controls) - Virginia Tech

AWARDS

Firefighter of the Year 2008

Boy Scouts of America (BSA) - Eagle Scout

TESTIMONIALS

M. Saetta - Cybersecurity Team Lead

promoted 3 times due to his excellent technical and people skills…He was able to see the big picture outcome and steer the result to the optimal outcome…”

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