SUMMARY:

• IT professional looking to provide process - driven results and expert leadership abilities to an organization in the technology industry.
• Experienced with executive communications, operational management, people leading and development, project management, and continual process refinement and implementation.
• Focused on maximizing organizational growth by acquiring value driven talent coupled with sound business operations based on solid metric driven processes.

AREAS OF EXPERTISE:

• Project Management
• Systems Migrations
• Technical Writing
• Vendor Management
• Incident Management
• Change Management
• Requirements Analysis
• Testing/QA
• Voice over IP
• Systems Applications
• Network Operations
• KPI/Metrics
• ITIL v3 Foundations
• Kepner Tregoe
• SIP Certified

EXPERIENCE:

Confidential

Network Operations Manager, Ashburn, Virginia

Responsibilities:

• Government Contract supporting the United States Judicial Court System.
• Manage day-to-day operations of a team of 12 Confidential level Network Engineers supporting the Data Communications Network (DCN WAN/LAN infrastructure) at each court system responding to Tier I-II escalations for support through HEAT Ticketing system and Solarwinds monitoring tools. Normal routing/switching issues in relation to the health and management of each court’s WAN/LAN networks including VLAN, VDI, DHCP, DNS, Routing issues.
• Manage a Judiciary Firewall Service (JFS) project to distribute and install Palo Alto Firewalls to each court including the onboarding rack and stack and deployment of the firewalls at each site, scheduled completion of December 2017.
• Manage an Infrastructure Cyclical Replacement (ICR) Project aimed to update the legacy end-of-life routing infrastructure at each court in order to modernize network design and abide to industry accepted standards. Cisco 3950 series scheduled completion of November 2017.
• Manage and develop an organizational effort to provide LAN Health Monitoring and Management to the court system. Developing a 24/7 operations model to address the tier I- III support model required for this program.
• Single point of escalations for internal issues and external issues out to vendors Cisco, ATT, Level3.
• Facilitate documentation and process upkeep to support the Operational/Service level agreements for the Infrastructure Management Operations NOC.

Confidential

IT/Operations Manager, Herndon, Virginia

Responsibilities:

• Managed Tier II Network Engineers supporting Confidential ’s VoIP infrastructure for 6.5 million Residential and Business Class Digital Phone subscribers.
• Managed Tier II Network Engineers supporting Confidential ’s System and Application infrastructure including internal hosted tools and customer facing applications running on Oracle, Solaris, Linux/Unix hardware.
• Managed Tier I Network Technicians responsible for ticketing and troubleshooting of VoIP, Systems Applications, Enterprise Telephony, and Cyber Defense Center issues supporting Confidential network infrastructure and subscribers. 24/7 operations.
• Managed Network Operations Supervisory teams responsible for daily organizational and human resource issues for an organization totaling 100 employees.
• Managed various Cybersecurity related incidents impacting Confidential infrastructure or customers including Enterprise-wide Confidential (Distributed Denial of Service), phishing, SQL injection, host spam attacks coordinating with internal SOC/CERT teams. Utilized network monitoring/mitigation tools such as Arbor, Splunk, Wireshark, NetWitness.
• Experienced with Confidential ’s Digital Phone infrastructure including MTAs, Voice Gateways, eSBC, CMTS, IMS, Apollo TAS, HiQ TAS, BTS Voice Switch, BTS Tandem, SBC and MGX TDM Voice Gateways. Position required working knowledge of SIP Codes, SS7, DS3/DS1 circuit topologies as well as traditional routing protocols and technologies such as RIP, OSPF, BGP, DNS, and DHCP.
• Created, implemented, and trained an Enterprise-wide Incident Management process for four Network Operation Centers including an internal Incident Management training program.
• Created and implemented the Herndon NOC Disaster Recovery Process including the formation of a fully virtualized operations center leveraging multiple technologies including VMWare and Avaya CMS resulting in the decommissioning of a backup NOC location saving 750k in annual operations cost.
• Developed and maintained operational-level and service-level agreements to support the Confidential VoIP infrastructure between internal Operations, Engineering, Project Management, as well as external 3rd party carriers and companies.
• Performed routine MOP/SOP reviews and approvals for network impacting change maintenance work including Hardware replacements, Operating System upgrades, patching, and routine device maintenance.
• Developed tools and processes to improve overall operational efficiencies measured by departmental KPIs extracted via Remedy Ticketing System and Mars BI including MTTR, MTTRS, MTTN, MTTA as defined in organizational SLAs.
• Performed mid and end of the year employee reviews allocating and budgeting yearly employee pay bonuses.
• Communicated to Confidential C-Level executives on network impairments on a routine basis. Wrote executive level communications and performed post-even analysis in order to document best practices into Confidential Knowledge Management systems such as SharePoint and Wikis.
• Represented Confidential at annual Network Service Operators conventions in Tanzania, Italy, and Las Vegas.

Confidential

IT/Telecom Operations Analyst/Supervisor, Herndon, Virginia

Responsibilities:

• Analyst position to develop and create a dedicated Incident Management team to manage all Confidential network impacting incidents across four Enterprise Network Operations Centers.
• Created and documented all related tasks and group objectives. Implemented and trained all team members on group responsibilities including employee performance feedback to managerial levels.
• Performed supervisor duties such as schedule documentation, employee training programs, payroll timecard approvals, employee performance meetings, conducted employee onboarding/off-boarding.
• Created training documentation and worked with Internal Confidential Process teams to document job duties.
• Created and managed NOC Operations plans for large scale Confidential Network events
• Served as a supervisory escalation point for all Incidents Managed by the Herndon Confidential NOC.
• Conducted routine alarm inventory on Netcool and Granite databases.
• Served as the Confidential NOC SharePoint, Adobe Connect, JIRA administrator.

Confidential

Network Operations Technician, Herndon, Virginia

Responsibilities:

• Performed network element triage and troubleshooting for Confidential ’s Cell Tower Backhaul network.
• Engaged both internal and external fix agents to maintain service availability for Confidential ’s customers.
• Expert knowledge on troubleshooting Confidential ’s IDEN, Motorola, Lucent, Nortel, Alcatel DACs technologies including read access to Cisco routers. Troubleshooting also included steps such as T1 isolated testing, Confidential testing, SNMP testing.
• Performed network triage on Confidential ’s building management sites including Confidential, Commercial power, and generator power.
• Managed large scale network outages using Confidential ’s proprietary outage NMS.
• Used multiple ticketing tools such as Remedy, TRAMS, and Disaster Recovery Management.

Confidential

Junior Systems Administrator, Washington, DC

Responsibilities:

• Performed general IT help desk functions for a 100+ person organization.
• Monitored, administrated, and supported the IT infrastructure including Active Directory management for user access and email. Performed PC reformatting using Ghost.
• Installed and performed generalized Confidential cabling requirements for server rooms.
• Performed routine hardware inventory.
• Set up Ethernet and wireless access for large company corporate events and provided live IT support.