OBJECTIVE:

• To enrich technical, organizational, interpersonal and communication skills for maximum application within a faced - paced environment
• To successfully apply these skills in leading and empowering elite support teams through diverse, intricate solutions
• To achieve superior levels of performance, customer achievement and satisfaction worldwide through original thought and practical innovation.

SUMMARY:

• Technical Operations Manager with over 18 years’ experience directing cross-functional teams of technical experts to analyze systems security processes and implementing infrastructure improvements.
• Twenty-five years of recognized leadership in project planning, scheduling, prioritization, security, contingency and risk planning, work assignments, and definition of scope for enterprise information systems projects and personnel. Demonstrated ability to focus on high-payoff improvements, that achieve immediate bottom-line benefits.
• Proven record of success in developing and implementing solutions to improve efficiency of IT and business operations in a global environment, going beyond customers’ expectations.
• Available to travel up to 75% - Travel out on Monday and back late Thursday night, with work out of home office on non-travel days
• 25+ years of professional IT experience
• 15+ years Project Management experience leading and delivering on all aspects of technical projects including full life cycle activities
• 15+ years working in a Network Operational role and IT Solution Delivery and Architecture Analysis experience
• 15+ years technical experience in one or more aspects of Information Systems Development or Business/Information Systems areas
• 15+ years of experience working with IT and BPO (ITO/BPO) functions in consulting, account management, implementation or similar client interacting roles
• 15+ years of experience working in a large organization/matrices environment
• 15+ years of experience in an external client-facing role providing solution and delivery
• 7+ years’ experience working in the Health Care Industry

KEY COMPETENCIES:

• Influence and Negotiation. Communicating a clear and compelling vision; presenting a compelling case for ideas and strategies.
• Presentation Skills. Demonstrating skills with the expertise and sophistication, credibly representing complex solutions and programs clearly and concisely to clients.
• Program Management. Delivering assigned programs and projects within scope, budget, schedule, benefit, and quality commitments. Coordinating with other teams as necessary to resolve schedule and other interdependent challenges.
• Subject Matter Expertise. Providing subject matter expertise in areas including BPO and ITO program delivery, program management, project management, project scope definition, risk identification, delivery methodologies, resource allocation, facilitation, and other project management areas.
• Leadership and assertiveness. Guiding, directing, and influencing teams, driving risk/issue resolution and appropriate escalations; understanding “the bigger picture” of the program and business impacts to initiatives; tactfully communicating difficult and sensitive information.

TECHNICAL SKILLS:

SDLC Experience: Agile, SCRUM, Waterfall, ITIL

Security Software: HP Fortify, HP WebInspect, TripWire, AlienVault, OWASP, Wireshark

Security Standards: NIST ( rev4), FISMA, ISO/IEC 27001-2, HiTrust, ITIL, COBIT, SAS70 and SSAE16

Cloud Services Experience: Verizon Federal Cloud (Terremark), Amazon Cloud, Rack Space, Adobe Cloud and Microsoft Cloud (Azure)

Operating Software Experience: DOS, OS/2, UNIX, Linux (CentOS/RHEL), Novell, Windows

Server Software Experience: VMWare 6, Snort IDS, Microsoft Server, Microsoft Exchange 2010, Microsoft Office Suite, Microsoft Visio, Microsoft Project, MSSQL 2014, MySQL, Oracle 10G, Norton Utilities and Anti-Virus, Great Plains Accounting, Asterisk and SER VOIP, NMS Systems: ZenOSS, WhatsUp-Gold, Cacti, Nagios, OpenNMS, FogLight, NetOps and HP Open View, Net Cool and Remedy, Apache, Glassfish JBOSS, OpenDJ (LDAP), Windows AD, DNS

Hardware Experience: Cisco routers, switches and ASA Firewalls, IPS Firewalls, Juniper Firewalls, TACCS II Combat Computer and Telecommunications System, IBM/HP/Compaq/Dell (Servers, Workstations), Sun Spark Workstations, NewBridge Switches, Adtran and Orion CSU/DSU/TSU, Cascade 9000 Switches, Foundry routers and switches, Juniper routers and firewalls, Hardware and Software Firewall/IDSs, Wireless Devices, Nortel VPN Platform, Samsung WSM, ACR and RASs

Technology Protocols: TCP/IP, HTTP, HTTPS, SFTP, SSH, SSL, TLS, NTP, ISIS, BGP, OSPF, POP3, IMAP, SMTP, VOIP, SIP, SCCP, H.323, G.711, G.729, GSM

PROFESSIONAL EXPERIENCE:

Confidential, Woodlawn, MD

Technical Operations Manager

Responsibilities:

• Accountable for all security, operational and strategic metrics that drive overall operational effectiveness
• Manage the NOC and provide support 24/7/365 for all escalated issues
• Manage the Help Desk Operations and Engineering staff both USA and Overseas based
• Manage, Maintain and Develop business continuity & disaster recovery strategy, Secure and Optimize hosting infrastructure to provide for efficient operations and compliance with expected performance criteria
• Support Project Directors in overall Project Planning of applications, systems and security controls
• Manage all SLAs (Service Line Agreements) were being met and was the Third Level Escalation Point for all Technical and Non-Technical Issues 24/7/365
• Manage, lead, teach, and mentor teams of Technicians/Engineers with escalations and troubleshooting
• Oversight of QA Audits for network security, systems management and monitoring for networks and applications
• Responsible for coordination between Helpdesk, Application support teams NOC Teams and customers
• Architect, monitor and improve the Network security, Network operational systems and circuits, processes and policies in support of projects missions
• Provide Tier Three Engineering support for all circuits, systems and applications
• Play a significant role in long-term project planning, including efforts aimed at maintaining operational excellence
• Release management and configuration management (developing and implementing procedures)
• Support business process development and management (HIPAA, NIST, FISMA, SAS70, SSAE16, disaster recovery, change management, order management, hardware/software/security audits)
• Setup, configure and Monitor all network components using FogLight and ZenOSS
• Managing, configure and troubleshoot infrastructure software / hardware updates (SAN/NAS, VMware Server 6, Cisco ASA Firewalls, Cisco and Dell Switches, Microsoft Servers, MSSQL Servers, MySQL Servers, MS Web Servers and Linux CentOS Servers
• Managing, configure and troubleshoot infrastructure connectivity for both External network circuits, BGP, DNS, and Internal VLAN connections and Point to point Circuits
• Overseeing data base administration and performance tuning
• Coordination of End user training of new enhancements
• Oversight of testing of software modifications in accordance with Configuration management procedures and security standards
• Optimize hosting infrastructure to provide for efficient operations and compliance with expected performance criteria and security
• Manage and monitor hosting staff for both primary, back-up and DR Facilities
• Develop business continuity & disaster recovery strategy
• Monitor and improve the operational systems, processes and policies in support of projects mission -- specifically, support management reporting, information flow across reporting units, business process and organizational planning

Confidential, Herndon, VA

Senior Technical PM - QA/QC PM

Responsibilities:

• Technical Consultant QA/QC for Department of Health and Human Services (DHRS) IT/IS for the Assistant CIO of the State of Maryland
• Senior Program coordinator and Program Developer/Implementer for Montgomery County, MD DHRS Program Management Office
• Perform QA Audits for network systems management network security and monitoring for client networks
• Review and recommend Systems integration management and processes for client organizations
• Analyze Customer Service performance statistics and metrics for clients organizational groups
• Review and analyze RFPs for completeness, feasibility and risk
• Review and revise proposals for technical aspects and completeness
• Manage project communications and analysis with delineation to competitors

Confidential, Washington, DC

Operations Manager

Responsibilities:

• Direct management of all NOCC (Network and Operations Control Center) and IT/IS staff
• Responsible for implementation and management of special projects (independently initiated; directed by management)
• Manage Day to Day Tasking for the Network Operations and IT/IS Departments, including quality oversight, Labor utilization, and coaching
• Report to VP of Operations and Engineering
• Manage excellent customer services, using proactive problem solving issues in a high quality, professional and timely manner and manage corrective action planning
• Program manager for all change management and manager of the CMC (Change Management Committee)
• Manage all SLAs (Service Line Agreements) were being met and was the Third Level Escalation Point for all Technical and Non-Technical Issues 24/7/365
• Project Manager for Supervising, developing, and evaluating the performance of assigned personnel and Vendors; develop long-range plans; review and communicate information systems and telecommunications policies
• Provide leadership in the area of professional development of assigned personnel
• Prepare Quantitative Monthly Metrics reports to include monitoring inventory and order tracking
• Work with HR to identify staffing needs, including, hiring/firing decision and new position justification
• Analyze Service Delivery activity and identify bottlenecks plus implement plan to reduce install backlog
• Recommending areas for Customer Care improvement, NOCC and Service Delivery functions
• Manage stake holders and internal staff to improve daily work flow in order to increase affiances and effectiveness to task
• Provide one-on-one training to help team members prioritize installation and support time intervals
• Plan, organize, control, and direct the day to day operations of the Allied Telecom Group network infrastructure support teams
• Project Management for Implementation and Migration of Corporate IT/IS infrastructure to Cloud based technologies
• Project Management for Carrier Grade VOIP Deployment to meet all FCC compliances

Confidential, Herndon, Virginia

TAC Manager/Senior TAC Engineer

Responsibilities:

• Managed the TAC (Technical Assistance Center) Group personnel, scheduling and tasking.
• Reported to VP of Advanced Network Technologies and Director of Operations.
• Conducted training classes and seminars for Samsung WiMAX Technologies to customer’s (NOC, NTAC, management and field technicians).
• Wrote new, or updated existing, Processes and Procedures for operations and assisted the Director of Operations with all aspects of TAC operations.
• Created Daily, Weekly and Monthly Performance reports for Senior Management using MS PowerPoint and Visio
• Created, managed and maintained customer billing reports, personnel schedules and project schedules and timelines
• Provided Tier Three support and managed escalations to Samsung from Sprint NOC and NTAC teams
• Managed proactive diagnostic evaluation of Samsung 4G ASN modules RAS (Radio Access Control) and ACR (Access Control Router) using WiMAX Mobile Station Manager (WSM) in support of the Sprint NOCC and NTAC
• Managed the executed commissioning tests as part of the TAC team and prepared quantitative site activity report, involving all activities, outstanding issues, customer comments and problems encountered during installation
• Provided support to engineers for backhaul, backbone troubleshooting and resolved physical layer issues and TCP/IP routing issues (BGP and OSPF) and security firewall issues
• Assisted Sprint in acceptance testing including testing and verification of new cell sites
• Also provided remote office IT support with Point to Point DS-3 connection between Texas and Virginia, Setup 802.11 Network (WLAN) for Customer and Office use

Confidential, Sterling, Virginia

Sr. Director Network Operations and Facilities

Responsibilities:

• Project Manager for Building, Moving and Managing the Cloud, Collocation and Hosting, Dedicated and Hosted VOIP Program platforms
• Project Manager for CMC (Change Management Control) for all security, network and software design and implementation
• Managed, lead, taught, and mentored team of Technicians/Engineers in escalations and troubleshooting
• Responsible for all escalations for customer, Telco, other departments/groups and senior management
• Drafted the Engineering Standards for the company, which encompasses the industry and standards for ILEC, ISP and ASP build outs for Facility, HVAC, Power (AC/DC), Equipment Layout and Co-location Specification
• Project Manager for Build out of a 5,000 sq. ft. Tele-Com Data Center. Responsible for the full build out from Power, Data, NOC, Call Center, the Gig WAN and WLAN infrastructures
• Configured, troubleshoot and managed all Network Routers, Switches, Servers and Applications
• Project Management for the Building and management of dual Wireless 802.11 Wan Link for 21 Mile back haul for Luckets.net pushing 30 Mbps
• Program Manager for the Design and implement VOIP Services for USA to USA, International to USA and USA to International Termination
• Wrote and executed contracts for Service with Customers

Confidential, Herndon, Virginia

Migrations Manager/Senior Engineer

Responsibilities:

• Project Manager, responsible for migration project of 3,500 sites (new and existing sites) to the TNII Network
• Worked closely with Stake Holders (Customer, BellSouth Provisioning, Migrations Managers, Wave Leaders, Field Engineers/ Technicians and TNII NOC Engineers) to provision and schedule migrations
• Managed and lead the TNII NOC migrations team to isolate, troubleshoot network hardware, software and circuit connectivity problems during migrations
• Managed the coordination scheduling for all migrations with Stake Holders, BellSouth, Migrations Managers, Wave Leaders, Field Engineers/Technicians and TNII NOC Engineers to insure proper delivery and prioritization of sensitive deadlines
• Generated quantitative reports for tracking problems, daily activities and overall progress to Customer, BellSouth and Migrations Management
• Created new and modify existing Processes and Procedures to meet Migration needs
• Trained, managed and mentored team members
• Responsible for all escalations for customer, telco, other departments/groups and senior management
• Maintained an enterprise WAN for the State of Tennessee consisting of six hub sites and more than 500 nodes
• Isolated and troubleshot network hardware, software, routing, security and circuit connectivity problems
• Performed Layer 1, 2 and 3 troubleshooting of MPLS, Frame Relay, ATM, ISDN and IP. Identify hardware/software configuration problems on Cisco routers, MGX 8220 and BPX 8600 switches in-addition to routing and security problems
• Worked closely with Telco to test the integrity of ISDN, DS0, DS1, DS3, and OC3 circuits, CSU/DSU’s, smart jacks and IMA groups
• Configured Cisco routers running OSPF, BGP routing protocols and IPX and RIP routing.
• Coordinated new end-site turn-ups with the Telco and field engineers
• Utilized HPOV, CiscoWorks and Remedy to monitor network health and to track network outages
• Generated reports for NOC activities for the day

Confidential, Germantown, Maryland

Senior Network Engineer

Responsibilities:

• Consolidated three Network Operations Centers into a single unit
• Monitored network events, isolate and fix troubles, escalate to vendors and provide level 3 support to the Confidential Network Operation Centers and Data Centers
• Analyzed, installed, managed, maintained and troubleshoot connectivity with Cisco Routers/Switches, Foundry Switches, TACACS and PIX/Raptor firewalls, SAT Muxes and SAT Gateways
• Installed, tested, troubleshot and maintained all WAN links (DS-3’s to Satellite Gateways)
• Worked with customers, engineering teams, vendors, sub-contractors and installers to ensure design specifications are met and change requests were merged into the project design/work schedules
• Taught and mentored junior engineers and technicians for troubleshooting.
• Assisted with the current and future network build out and design
• Troubleshot IP routing, switching and bridging, VLANs and trunks, BGP4, OSPF, DNS and network security issues

Confidential, Arlington, Virginia

Technical Project Manager/ Senior TAC Engineer

Responsibilities:

• Responsible for all areas of project management for site build/upgrade for customer
• Interacted with customer, vendors and subcontractors to ensure all timelines were met from the network engineering, site surveys, vendor selection, site installation, site acceptance and final turnover
• Worked actively with customers, engineering teams, vendors, sub-contractors and installers to ensure design specifications are met and change requests were merged into the project design/work schedules
• Gathered and consolidated all reports, monitored and reported all past and present project timelines to Corporate Officers, delegating work areas for Junior Project Managers to assist with problem areas and escalations to ensure project workflow
• Drafted the Engineering Standards for the company, encompassing industry standards for ILEC, ISP and ASP build outs for Facility, HVAC, Power (AC/DC), Equipment Layout and Co-location Specification

Confidential, Arlington, Virginia

Senior TAC Engineer

Responsibilities:

• Monitored network events, generate tickets, isolate and fix troubles, escalate to vendors and provide Level Three support in the TAC group
• Prepared group and network status reports to upper management for daily, weekly and monthly performance
• Provided Level Three support with installs and upgrades for circuits and routers
• Gave Level Three support for migration and integration of new and legacy systems (e.g., Bay to Cisco conversion and from NewBridge to Static Serial connections)
• Analyzed, installed, managed, maintained and troubleshoot connectivity with Cisco and Bay routers to the Internet (World Wide Web) and the private Intranet
• Assisted field and site engineers to evaluate, set up, install and troubleshoot their routers, CSU/DSU, G703, IMUX, and other network systems and connectivity problems at both hardware and software levels to insure project completion
• Troubleshot GTS backbone connectivity at OC3, E3, E1 and T1 levels.
• Troubleshot Dial Access, ISDN, VPN, DNS and TCP/IP routing (RIP1 and 2, OSPF, EIGRP), DNS, DHCP and security issues
• Set-up/configured audio/video conferences between multiple national and international sites using the Accord platform to connect 32 locations with over 10,000 participants
• Implemented the network monitoring, ticketing and reporting systems

Confidential, Arlington, Virginia

NOC Manager/Supervisor/Senior Data Network Engineer

Responsibilities:

• Managed, lead, taught, and mentored team of Technicians/Engineers in escalations and troubleshooting
• Responsible for all escalations for customer, Telco, other departments/groups and senior management
• Analyzed, installed, managed, maintained and troubleshot connectivity with Cisco, Juniper and Cosine, Ascend routers to the Internet (World Wide Web) and private Intranets.
• Assisted customers to evaluate, set-up, install and troubleshoot their routers, CSU/DSU, IMUX, and other network systems and connectivity problems at both hardware and software levels
• Tested circuits at DS0/DS1 level for connectivity, errors and insure the proper mapping/routing of telco circuits using React 2001 and routers
• Troubleshot Confidential backbone connectivity at OC192, OC48, OC12, OC3, DS3 and DS1 levels
• Troubleshot Dial Access, ISDN, VPN, Frame-relay, ATM, DNS, BGP4 and TCP/IP routing.
• Assisted with integrating new networks (hardware/software) by developing new processes for contacts, escalations and troubleshooting.
• Created new processes and procedures for NOC workflow and interoperability with other groups and departments; revised and streamlined existing processes and SOP’s
• Assisted development teams and consulting firms with work process and procedures. Interconnecting the development teams to a common goal and reported the current status of operations to project management

Confidential, Reston, Virginia

Network Technical Engineer

Responsibilities:

• Analyzed, installed, managed, maintained and troubleshot connectivity with Cisco routers to the Internet (World Wide Web) and private Intranets
• Acclimated customers to evaluate, setup, install and troubleshot their routers, CSU/DSU, IMUX, and other network systems and connectivity problems at both hardware and software levels
• Troubleshot DNS, News, BGP4 and TCP/IP routing problems
• Managed, maintained and troubleshot the SPRINT backbone

Confidential, Bethesda, Maryland

Senior LAN/Data Network Engineer

Responsibilities:

• Managed and maintained a WAN between Las Vegas and Bethesda (Three T-1 connections)
• Designed, analyzed, installed, managed, maintained, troubleshot and built LAN/WAN components and PCs
• Set-up, installed, optimized Clients and Servers for DOS, Windows 3.x/95, WinNT 3.51/4.0, SQL Servers, Exchange Servers, Citrix Winframe 1.6 and Novell 4.x for a 500 node network supporting 575 users
• Designed, analyzed, installed, managed and troubleshot software applications, maintained system/network security and total network backups
• Configured TCP/IP, IPX and SPX protocols (LAN/WAN) for point-to-point frame-relay connections

Confidential, Bethesda, Maryland

Network Manager

Responsibilities:

• Managed Accounting and Auditing Patient Records Applications to validate authenticity of claims
• Worked with Applications Security Consultants to make systems meets with new HIPAA Compliances requirements
• Implemented new auditing of applications to meet the New HIPAA Rules
• Managed four LANs between Cincinnati and New York and a WAN between New York City and Bethesda
• Managed six network administrators at seven site locations
• Designed, analyzed, installed, maintained, diagnosed, repaired and built LAN/WAN components
• Set-up, installed, optimized Clients and Servers for Windows 3.x, WinNT 3.51/4.0 and Novell 3.x/4.x for a 150 node network

Confidential, Rockville, MD

Systems Administrator/Student

Responsibilities:

• Managed and maintained a WAN based on a Novell 3.12 and Microsoft Networks
• Set-up network hardware/software and established user connections and environments
• Administered, monitored and tuned the network server, network applications, printer operations, system security and backups for optimum performance
• Designed, implemented, diagnosed and maintained inter-operability/compatibility between different applications
• Fixed/repaired/upgraded workstations and servers
• Installed Operating systems and applications

Confidential

Staff Sergeant

Responsibilities:

• Managed for the morale, health, and training of a 48 man Rifle Platoon
• Responsible for the maintenance, accountability, and effective utilization of all platoon-assigned weapons, night observation devices, communications equipment, and individual equipment worth over $7,000,000
• Responsible for counseling, disciplining, and developing soldiers and NCOs into competent leaders
• Maintained the highest state of combat readiness regardless of conditions and personnel changes