SUMMARY:

• Seventeen years of progressive experience in Information Systems as a Manager, and Operations Manager with demonstrated skills in Local and Wide area network design, implementation, support, maintenance, and managing highly technical staff.
• Helpdesk tools planning, design and implementation.
• Extensive practical experience of systems analysis, design & integration, Systems management and optimization, disaster recovery, security, client/server database management systems, team management, quality assurance, project management, product evaluation, research and procurement.
• Completed a M&A and IT integrations on schedule with minimal impact to the business.
• Coordinated infrastructure connectivity between companies with no disruption to current infrastructure.
• Led mail system integration between companies to one hosted mail system with minimal disruption to employee emails.
• Coordinated with Human Resource to maintain data integrity and security during personnel changes.
• Saved $1.5M by moving infrastructure into AWS cloud (with minimal hardware on premise) and email system in O365, implementing new policy regarding hardware requirements; upgrading core network infrastructure; evaluating Information Technology (IT) personnel.
• Coordinated with outside audit firms to create new policies and procedures for Sarbanes - Oxley (SOX) based on the Control Objectives for Information and related Technology (COBIT ) framework and implement within one year.
• Developed process for ITIL implementation.
• Led initiative to move email into Office 365 (Microsoft Cloud based email).
• Increased e-mail system availability to 99% up-time. Implemented additional antivirus and spam filters, reducing virus outbreaks by 99% and spam by 75%.
• Researched several help desk systems and created proposal for implementation which eliminated multiple resources working on single task. Help desk system provided more accurate audits of workstations, eliminating unauthorized software installations which led to increased productivity.
• Responsible for the Global IT Risk Management Budget and Forecast as the Business Operations Manager.
• Co-led the development, implementation and administration of financial services and programs to Operations Management with a team of seven.
• Provided counsel and assistance on related matters, and ensured the provision of appropriate financial information, procedures, and controls in support of day-to-day business decisions.
• Implemented improvement to financial processes in conjunction with the company IT process model.

AREAS OF EXPERTISE

SERVICE DESK TOOLS: Used Service Now, HEAT, and Remedy to manage Helpdesk tickets and processes and run reports to gauge performance. Used service now for service catalogues, Problem management, Change management, and Incident management.

STRATEGIC PLANNING: Collaborated with senior leadership to identify long- term IT initiatives.

TECHNOLOGY SOLUTIONS: Proven ability to construct effective technology solutions addressing diverse business complications.

CLOUD IMPLEMENTATION AND MANAGEMENT: Plan, migrate, and manage in AWS, and Microsoft Azure platforms.

EMPLOYEE MANAGEMENT: Implemented new hiring procedures for the IT Department, increasing staff quality.

PROJECT MANAGEMENT: Led multiple IT projects delivering all projects on time and under budget.

HARDWARE/SOFTWARE ANALYSIS: Evaluated and recommended software and hardware upgrades focused on increasing productivity and system availability.

SECURITY AND FIREWALLS: Managed firewall implementations delivering increased security for client data and intellectual property.

TOOLS/AUTOMATION: Developed pilot database application to track monthly forecast against budget to increase the forecast accuracy.

DISASTER RECOVERY: Designed and tested disaster recovery procedures for key systems, reducing downtime resulting from system failure.

TECHNICAL SKILLS:

Helpdesk Tools: ServiceNow, Remedy, and HEAT.

Project Management: Managing projects with Microsoft Project, JIRA, Smartsheet, Trello, and Asana

Public Cloud: Microsoft Azure, and AWS.

Private Cloud: VMWare, and Microsoft Azure WAP.

CAREER HISTORY:

Confidential, McLean, VA

Manager of Service Desk and automation

Responsibilities:

• Manage multiple teams of high tech engineers and technical support professionals at multiple locations supporting 20,000 users.
• Manage outsourced Service Desk team comprised of 65 engineers/technicians, including contractors, supporting users nationwide.
• Continuously identified repeated issue and automate tasks.
• Make sure vendors are meeting SLAs. Organized daily SCRUM stand up calls to set the expectation on a daily basis.
• Prepare quarterly, yearly, and 5 year budgets.
• Provide multi-channel to users to acquire help.
• Manage multi vendors for hardware, and software tools. Create POC for product evaluation.
• Prepare and forecast annual operating budget for IT Infrastructure.
• Prepare customer survey reports on a weekly basis for the management to review. Specifically used NPS numbers. Helped to improve NPS numbers from 40 to 80.
• Plan and review Business continuity (BCP) and DR sites.
• Implement ITIL v3.0 to improve the existing process for better customer satisfaction.
• Manage offshore development teams.
• Design security controls in IT infrastructure based on NIST 800-53.

Confidential, Ashburn, VA

IT Projects Manager

Responsibilities:

• Plan and manage projects and teams for clients.
• Negotiate contracts with vendors and streamlined procurement process.
• Assist in writing proposals on Federal and Commercials contracts.
• Manage offshore development team.
• Manage a service desk team and ensure that the call volume stays low by automation, self service, and training.
• Meet daily with internal team and vendors to be on track on SLAs.
• Manage a team of 15 highly skilled engineers.
• Act as a solution architect to resolve complex issues with customers.
• Maintain EMC CX300, SAN and NAS. Used Replistore for replication and snapshots.
• Manage IBM Blade servers with ESX 3 VMware running.
• Manage and maintain MS Active Directory 2008, MS SharePoint, MS SharePoint, and MS Exchange 2003

Confidential, Fairfax, VA

IT Change Manager

Responsibilities:

• Lead and implement clinical application projects and team. Coordinate with other team members to finish the project on time.
• Provided support to doctors, nurses, and other remote users.
• Manage a team of 12 engineers.
• Lead Novell to Microsoft migration project
• Manage multiple vendors in different technologies.
• Introduced ITIL within the organization.
• Manage Sonicwall and Checkpoint firewalls.
• Manage the project to migrate the SAN from EMC to NetApp.
• Manage Network Servers, Email system, and desktop from viruses using Symantec Norton Antivirus and Trend Micro.

Confidential, Washington, DC

IT Project Analyst

Responsibilities:

• Day to day responsibilities includes but not limited to administering two Netware 5.0 super servers based on IBM Netfinity hardware, 18 other NetWare 5, and 30 Microsoft 2000 servers performing various tasks for Confidential ’s offices. Manage and provide support to enterprise-wide local and wide area networks consisting of 700 nodes
• Trouble shoot existing and new problem arising in network, hardware, and software. solution.
• Lead projects of implementing new applications.
• Proficiency in all aspects of Windows 2000 operating system, including but certainly not limited to the following.
• Migration from NT to 2000, installation, remote and unattended installations, configuration, administration, remote administration, terminal services, networking, security, encryption, certificate services, group policies, remote application deployment, directory services, active directory, schema, implemented DNS, DHCP, RAS, RADIUS, IIS, VPN's, Forest, domain, and organizational unit structure, design and administration.
• Migrate from GroupWise 5 to Exchange 2000.
• Daily monitoring of backup jobs and restore as needed.
• Manage backup tape library.