SUMMARY

• Lead from the intersection of business and technology to provide top - level strategic planning, analysis and operations leadership for advanced technology systems, services and solutions.
• ­A Solutions-driven and customer-focused IT leader with success in leveraging technology assets to build corporate value. Combine strong business and financial acumen with the ability to lead technology teams through the complex processes of technology development, acquisition, deployment, and integration operations management.
• ­I maintain a track record of success in process improvement, productivity, quality, methodology and bottom-line financial results. Provide Top-flight performance in training and leading teams to peak performance and organizational success.

TECHNICAL SKILLS

• ­Active Secret Clearance
• BMC Remedy Knowledge - Remedy Support 6.3 and 7.1
• ­BMC Service Desk Express - Version 10.1.00
• ­SCCM 2007 - Workstation Imagery and Remote Login
• ­Active Directory - Create/Delete User Accounts and Login Access
• ­Secure Internet Protocol Router Network (SIPRNet)
• ­Non-Secure Internet Protocol Router Network (NIPRNet)
• ­Microsoft Office - MS Word, MS Excel (Highly Proficient), MS Access, MS Outlook, MS Power Point, Internet Explorer, Firefox
• ­Operating Systems - Windows XP, Windows Vista, Windows 7, Windows Server 2003/Server2008, Exchange 2003/2007
• ­Common Access Card PKI retrieval
• ­Blackberry Enterprise Server - Account creation/deletion and policy setup
• ­Blackberry Desktop Manager – Imaging of Blackberry Devices and Blackberry Common Access Card Readers
• ­Auto berry – Vulnerability scanning of Blackberry devices
• Retina – Penetration testing tool
• Languard – Software patch application tool

PROFESSIONAL EXPERIENCE

Confidential, Richmond, VA

­Asset Manager

• ­Senior IT support lead with strategic planning, development, operations and technology infrastructure for SAIC government technical support contract with client-facing service and walk in support center. Center assists End-user solutions for IT related problems that cannot be performed remotely and is offered as a convenience to the End-user who may not want to wait till a field support technician is available. Field Support is a client-facing service offered to over 3500 End-Users at their location to resolve technical difficulties within the service level agreement. Assist with leading a team of 15 direct reports and 35+ indirect reports overseeing 15000+ assets.
• ­Plan and direct IT development, operations and delivery including, data center infrastructure, hardware support (services, network devices, desktops, laptops), proprietary e-procurement applications, user training and support, help desk, quality, regulatory compliance, disaster recovery, backup operations, security and more. Career highlights include:­

­Organizational Development

• Developed variety of excel spreadsheets dedicated to process improvements, such as Daily Ticket assignment spreadsheet that allows real time updates to whom was issued tickets, timestamps of when the ticket was assigned and overall counts.
• Developed a digital semi-auto-filling tracking sheet that upgraded procedures from hand written tracking sheets yielding an increase in productivity by 4 hours daily.
• Developed Quality Control processes and on-going remedial training for junior and senior technicians.
• Developed weekly reports that to determine rate of errors from technicians daily during inventory check out/in procedures.
• Developed a Mass User ID search query tool and various other tools that also increased productivity by several hours.
• Managed the efforts from a team of 9 members to complete a 100% wall to wall inventory of over 15,000 assets base wide within 22 calendar days. Oversaw the project from the planning to completion with an end result of 98% accuracy.
• Managed through a period of data transitioning from Access to BMC Service Desk Express and once again to ITAM Remedy. Work collaboratively with executive management on key strategic business and IT initiatives.
• Managed the efforts of 15 direct reports during a Monitor upgrade deployment of over 1500 assets to be completed in 2 business days and coordinate with management to deploy the remaining assets.
• Managed the efforts of 15 direct reports to complete a User Move Project consisting of over 800 users to be completed in 3 business days.
• Proactively generating cost reports that resulted in finding an opportunity to save $5000-$9000 monthly from excess Verizon account costs – March 2012
• Developed and initiated new methods of approaching Quality Assurance which increased accuracy of daily tracking information by 36% and increased the ticket closure compliance by 60%.
• Created IT policies, procedures, standards and controls to achieve compliance with Government regulations and standards (contract requirements)
• Revised and updated internal documentations to achieve 100% audit readiness.
• Continually evaluated business processes to identify opportunities to streamline operations, standardize processes, eliminate repetition and accelerate productivity.

­

Confidential

System Administrator

• ­Ensured the integrity of all computer systems within my scope of responsibility by routinely performing Penetration tests against the network in order to locate vulnerabilities, and take appropriate action to remedy the issue.
• Managed and organized the downloaded software security patches from Microsoft, as well as maintained the design of the Active Directory Infrastructure. Provided routine server maintenance up to and including dismantling the server to clean fans to prevent overheating, replace bad hard drives, and replace/repair KVM switches.
• Verified access permissions to share folders within the Distributed File System (DFS) are correct and adhere to company policy. Routinely run reports to find stale accounts and take procedural action to purge inactivity, create and maintain records of system events, hard drive usage for both systems and procedural methodology.
• Work in conjunction with various leadership teams and Microsoft to develop a new architecture, leveraging the ADFS functionality of Windows Server 2003/2008, and solutions to migrate the current solution to the new architecture.
• Managed Exchange Servers to keep Outlook operational for mission critical data transfer, migration of user accounts and their associated mailboxes between sites. Checked Remedy for tickets that needed to be processed daily.

Bachelor of Science, Information Technology, Stratford University, Richmond, VA, Currently Attending

­Current GPA 3.87 (Oct 2012 – Present)

Member of the National Technical Honor Society