SUMMARY:

• Project Management
• Communications
• Team Building
• Enterprise Operations
• Technical Refresh
• PROJECT MANAGER with an active Confidential Secret Clearance, Specializing in Managed Services
• A tried and true Program Manager with 10+ Years of IT experience and leadership in both Confidential classified and commercial mission critical environments. Proven Experience in cradle - to-grave Managed Services implementation with an emphasis on End User Collaboration, Mobile Device Administration, and Client Relationships. Experience in Technical Writing, Training, and Application Testing.

TECHNICAL SKILLS:

Mobile Device Administration: Airwatch Mobile Device Administration, BoxTone, GOOD for Enterprise, Blackberry Enterprise Server, (BlackBerry Administration Service, BlackBerry Management Studio, and BlackBerry Device Service), Citrix XenMobile Device Manager

Mobile HW: iPad, iPhone, Android devices, Blackberry, mobile data devices

Desktop HW: Confidential and Macintosh desktops and laptops, printers, projectors

OS: Windows XP/7/8/10, OSX/macOS 10.6-10.12, iOS, Android OS

Software: Apple Mail, Adobe Audition, Adobe Photoshop, Atempo Live Backup, CrashPlan PROe, Google Drive for Business, Jabber Client, Lync 2010/2013, Microsoft Office 2007/2010/2013 , Microsoft Office Communicator 2005, Microsoft Outlook 2007/2010/2013 , Nitro Pro 10, Office for Mac 2011, Parallels, PKard for Mac, ProTools Audio Production, Skype for Business 2016, Symantec Ghost, VMWare Fusion

Sys Admin SW: EMC RSA SecurID, eTrust Admin by CA, Microsoft Active Directory 2003, Microsoft Exchange 2003/2007, Microsoft Powershell/ISE, Microsoft System Center Operations Manager (SCOM), SAP 7.3

CRM/SCM: Confidential Buyer/Procurement, Deltek GovWin CRM, Deltek Vision CRM, PeopleSoft

Encryption: Access Enterprise Manager (for IronKey), Bitlocker Drive Encryption, Credant Mobile Guardian, CheckPoint FDE, PointSec HDE

Resolution Mgmt SW: Footprints Incident Tracking, HEAT Service Management, JIRA + Confluence, Remedy Incident Resolution, ServiceNow, Symantec Service Desk, TechExcel Incident Management

PROFESSIONAL EXPERIENCE:

Business Analyst

Confidential

Responsibilities:

• Managed business development cycle for a $2B Pipeline
• Generated concise reporting to support VP business development efforts
• Led weekly and monthly business cycle productivity meetings to foster team collaboration and capture efforts
• Implemented and upgraded CRM solution to streamline and track business development activities

IT Manager

Confidential

Responsibilities:

• Lead a local team of 6 technicians across 2 field locations, in support of a local user-base of 1500 customers.
• Served as Asset Manager for $750K+ worth of computer and AV equipment
• Functioned as Project Manager for 800-unit laptop refresh project.
• Served as Technical Coach, providing oversight, technical documentation, training, and mentorship to 100 field techs across more than 30 locations.
• Managed a $300K/yr human resource budget.
• Served as System Admin and Jr. Network Admin for local incidents.

Mobile Operations Lead

Confidential

Responsibilities:

• Promoted to Engineer after only 3 months of service
• Supervised a team of 11 junior technicians in a 24/7 support environment
• Managed BlackBerry 5 and BlackBerry 10 servers, BES, BAS, BMS
• Provided training and advanced troubleshooting for State’s local administrations at international US Posts and Embassies.
• Managed and administrated XenMobile, RSA SecureID, and XenDesktop accounts and SCOM server monitoring activities.
• Kept CONUS and OCONUS user community and technical teams aware of server outages and system failures.

Technical Support Manager

Confidential

Responsibilities:

• Monitored SCCM and tracked anti-virus protection, application server, and policy connections in support of Confidential laptops for over 10,000+ local and client-facing end users.
• Managed end-of-lease laptop refresh and Windows 8.1 roll-out of nearly 5,000 Dell and HP laptops.
• Responsible for provisioning and deployment of 300+ iPhone, iPad, Windows phone, and Android mobile devices.
• Provided asset tracking and protection for mobile hardware.
• Developed training for Confidential ’s internship program.

Senior Technical Analyst

Confidential, Bethesda, MD

Responsibilities:

• Maintained Confidential and Macintosh desktop and laptops for over 400+ doctors, lab techs, and administrators
• Assisted customers with issues with software, hardware, and network connectivity.
• Managed LAN closets and orchestrated LAN drops.
• Configured and troubleshot printers and peripherals.

Lead Apple Macintosh Engineer

Confidential

Responsibilities:

• Led a team of 5 engineers
• Responsible for Macintosh desktop and laptop refresh project for replacement of 100+ machines
• Developed and streamlined the image and deployment process for migration from OSX 10.6 to OSX 10.8 including standard, encryption, VPN, virtualization, and CAC software.
• Designed and wrote Macintosh hardware and software support documents for help desk and end users.
• Provided extensive training for VIP and Executive clients. Configuration, deployment, and remote management of Apple iPhones and iPads including IMEI swaps, international provisional, asset protection, security, and replacement.
• Testing policies in Airwatch for mobile security compliance of mobile iPhone and iPad devices.

Web Application Support Engineer

Confidential

Responsibilities:

• Performed Confidential Buyer, Confidential Procurement and PeopleSoft account administration in support of mission-critical US Embassies.
• Spearheaded customer service and user-experience improvement initiative
• Resolved coding discrepancies.
• Performed technical writing of training materials and support scripts for call-center and support analysts.
• Tested and vetted system updates and code fixes for the system developers.

Macintosh Support Specialist

Confidential

Responsibilities:

• Supported of hundreds of end users
• Performed troubleshooting for Confidential systems. Imaged and configured Confidential desktops and laptops using Symantec Ghost.
• Led training initiative for userbase on iWork and Office for Mac
• Created and maintained training materials for use by help desk management.
• Developed and implemented asset tracking effort that better utilized asset space and resulted in 50% faster ticket resolution due to streamlined asset preparation standards.

Lead Application Support Analyst

Confidential

Responsibilities:

• Led a team of 5 technicians
• Assisted more than 10,000 grant customers in successfully applying for grants through the Grants Management System.
• Guided customers through grant reporting, progress reporting, and financial reporting and reconciliation.
• Developed escalation procedure.
• Fostered relationship between Support Desk and Development Team to streamline interactions between teams.
• Represented Support Desk in meetings with government client and program management.
• Developed process that helped clear trouble ticket backlog and overall ticket processing times by more than 50%.
• Assisted in several marketing and employee training projects, including office decorum and performance goal achievement.