SUMMARY:

• Network Operations Technical Manager/Project Manager with 20 years of experience developing programs for the integration and deployment of network infrastructures, servers, LAN/WAN topologies, while providing managerial and leadership skills adept in building strong cross - functional technical teams that are customer focused in forming and implementing innovative and creative strategies to meet mission goals.
• Dedicated to the principle of continuous improvement, skilled in core processes, Six Sigma methodology, ITILv3 processes with a strong network engineering background ensuring proven results.
• Tier 2/3 Managerial and Network Technical support
• Disaster Recovery/COOP initiatives
• Issue escalation and status reporting to Service Delivery Managers/Directors
• Monitoring, prioritizing, escalation and status reporting of LAN/WAN Issues to Change Management
• LAN/WAN Troubleshooting
• Management of a Network team or Subject Matter Experts
• Network refresh and project coordination of Confidential ’s Maryland and Virginia sites
• Project Management Delivery supporting the U.S Customs and Border Patrol initiatives
• Network Manager supporting the Department of Education network
• Network Manager supporting the Ascension Health contract and their LAN/WAN infrastructure
• Network Operations Manager supporting ITIP/TSA contract
• Daily Service review meetings with hierarchical managers
• WAN circuit troubleshooting and provisioning
• Project Management planning
• Utilization of Lean Six Sigma, Green/BlackBelt methodology
• EVM Earned Value Management
• Remedy ticketing escalation
• Asset Management/Sarbanes/Oxley
• SolarWinds, SMARTS, Spectrum, Concord e-Health, Lucent QIP, WhatsUpGold monitoring administration skills

CORE COMPETENCIES:

• Network Engineering and Design Asset Management Project Management Planning
• EVM (Earned Value Management) Network Operations Bandwidth Analysis
• Problem Resolution Implementation/Delivery Management
• Diagnostic/Troubleshooting Incident/Change Management Core Processes
• Six Sigma Methodology Green and Black Belt, ITILv3 Foundation Network Management

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Responsibilities:

• Provide RaaS (Remedy as a Service) team support with specifications for workflow enhancements
• Modified written and virtual SOP’s (Standard of Procedures) to reduce workloads
• Analyzes and reports on ACD call metrics
• Addresses DSR (Daily Service Review) meetings to Confidential management
• Manage Tier 1 staff in daily updates of the OneNet situational awareness reporting
• Mentor Tier 1 team members in technical procedures and troubleshooting
• Initiated gap analysis and risk assessment by initiating daily checklist to reduce mistakes
• Attend multi-component meetings and call bridges to facilitate outages impacting 500 or more DHS users, services and resources.

Confidential

Incident Manager, Arlington, VA

Responsibilities:

• Utilize ITIlv3 core processes when escalating to upper management, customers and internal clients.
• Create incident, update work log, prioritize and categorize the incident.
• Obtain and record all relevant details, capturing minimum required information as indicated in the Knowledge base
• Ensure tickets are assigned correctly if unable to resolve within the service desk
• Engage corporate incident management when a major Incident is identified or when clients request escalation.
• Responsible for providing status, managing caller’s expectations by providing current service level
• Apply first call resolution using Knowledge base, indicate article number used, and provide feed-back on the article if applicable
• Identify trends on high call volumes that indicate Major Incident is in Progress
• Engage support teams as required for critical and high priority tickets
• Contact the service desk by e-mail or phone to report a new issue or a request status update or Expedite/Escalate an existing request.
• Provide all information relevant to the incident: what action is required, by when, and what is the business impact
• Participate and provide additional information wherever client input is required

Confidential

EMOC Network Operations Manager, Arlington, VA

Responsibilities:

• Manages a team of 80 to 140 subject matter experts in Arlington, VA and Fort Worth Texas, supporting functional groups such as Blackberry, Messaging, VoIP, SAN, Tape Operations, Network Operations, Wintel, UNIX and SQL/DBA. Demonstrated the implementation of COOP initiatives within the EMOC (Enterprise Management Operations Center), meets aggressive network availability MTTR statistics for the Network Operations monitoring team, developed and re-fined Network Operations polices, processes, procedures and associated system requirements in preparation for RFC (Request for Change) implementation. Coached and mentored senior and junior Network administrators to ensure personnel are working issues as efficiently and accurately as possible. Provides daily reporting statistics on the Daily Service Review calls and weekly bandwidth analysis reports to the customer. Ensures SLA (service Level agreements) metrics are maintained based on ITILv3 practices.
• Responsible for establishing policy and planning initiatives for EMOC (Emergency Management Operations Center) subject matter experts and Tier1/2 technical staff.
• Provides Incident management operations to establish service level reporting metrics to management represents first stage escalation for incidents, completes root cause analysis documentation for customer and management review.
• Initiates oversight, guidance and situation analysis to various technical components and peer managers.
• Co-authored the writing of technical network related SOP’s for the VoIP and technical teams. Assisted with UNIX, BES and Wintel SOP documentation and uploaded to our shared folders.
• Successfully managed Cisco switch IOS upgrade project for Cisco 4500 and 6500 models, encompassing over 1500 devices within the TSA (Transportation Security Agency)
• Coordinated with staff members when submitting SOP’s (standard of operating procedures) detailing troubleshooting, change management, implementation and configuration procedures for servers, and network devices within the TSA (Transportation Security Agency) network infrastructure.
• Assisted with initiating COOP (Continuity of Operations Project) objectives for the entire EMOC with the authority to release personnel in the event of an internal/external power failure or other impending outages affecting network operations within the EMOC.
• Advises management and staff members on improving core processes, technical network improvements and improved ITILv3 initiatives.
• “Brainstorms” difficult network related SLA impacting outages with the staff to identify and resolve network problems impacting services for customers internally and externally within the contract.
• Responsible for facilitating and managing over 2000 networking devices within the TSA network infrastructure
• Implemented RFC (Request for Change) procedures, PowerPoint slides, Visio documentation, word documentation and security policies for internal and external customers
• Reviewed technology requests to schedule and complete projects within deliverable time frames.
• Create and execute operational procedures and audits in compliance with company regulations
• Evaluated IT initiatives supporting modern technology.
• Utilize bandwidth metrics to determine proper provisioning of TSA sites
• Provides employee conflict resolution when necessary, maintains a team building accomplishment database encompassing completed projects, certifications and special assignments. Interviews and hires new personnel, submits recommendations for merit increases or bonuses.
• Assisted the information management and cybersecurity monitoring system for TSA operations and systems engineering
• Began a Six Sigma Lean Black Belt project in 10/2013 with the asset management reconciliation team to locate and identify Network/Server devices that are not monitored or annotated within the Confidential (Consolidated Management Database), to confirm their location, asset information, serial number and assign a fixed cost associated with each device.

Confidential, Springfield, VA

Project Delivery/Senior Network Engineer

Responsibilities:

• Responsible for initiating “kickoff” meetings and forming teams as resources for each project utilizing the expertise of software and engineering groups, implementing core processes, multi-phase planning initiatives and coordination between multiple Confidential and Border Patrol divisions to establish a consensus amongst ur customer base.
• Prepared proposal documentation, Visio diagrams, PowerPoint slides and MS Project scheduling
• Submitted weekly status reports to Confidential stakeholders and initiated peer review with engineers
• Coordinated with Sun Systems, Cisco and Dell vendors to install 10 secure and unsecure racks which included several production and SAN servers, switches and cabling. the cabling team, facilities power team, quality assurance and assistance from the Sun Systems team, Coordinate installation, technical requirements, detailed cabling connectivity, visio topology diagrams, power calculations to support each device.
• Conducted data migration and internal customer collaboration to ensure their data and applications met Confidential compliance policies as defined by the Confidential data center team.
• This major task was completed under budget and well within the deliverable scheduled completion date. Our team was awarded a monetary bonus and recognition on the Confidential internal intranet web page.
• Prepared a demonstration for the Confidential management team by installing ( Confidential ) network access control appliances within the Confidential testing data center to monitor and control unknown network devices installed within the Confidential network infrastructure without prior approval. This demonstration aligned with Confidential policy based guidelines configured on the Confidential appliances ensured each laptop, network device and peripheral was quarantined within an assigned VLAN on the network, until each device was updated with the proper “Big Fix’ patches and updates.
• Instituted project planning techniques, team building, cost variance, risk assessment, matrix testing and

Confidential, Baltimore, MD

Security Operations Engineer

Responsibilities:

• Senior Network Engineer/Network Manager maintaining a 4500 node Cisco homogeneous network supporting various departments within the St. Agnes hospital, such as Emergency room, Nuclear Medicine, Pathology and surgery. Initiated new design and architecture requirements to Confidential and St. Agnes managers for review and approval.
• Responsible for the overall core process driven procedures used to ensure reliable communications, latency free data throughput and implementation of the entire network.
• Coordinated conference calls between engineers, managers and staff to remedy all outages from applications, to network devices, servers and monitoring of the entire network infrastructure. Provided 24/7 on-call duty.
• Implemented and installed WhatsUpGold and Solarwinds monitoring tools. Initiated new circuit provisioning and circuit troubleshooting procedures for over 20 remote locations by renewing the entire 10.16.x.x IP scheme of the St. Agnes internal network and remote sites.
• Prepared new SOP (standard of procedure) documentation to support the accessibility, configuration and coordination between multiple departments located within the St. Agnes hospital. Submitted new HIPPAA (Health Insurance Portability and Accountability) technical standards for the St Agnes network services group detailing access control, audit control and transmission of data. Identified missing equipment and peripherals missed during past audits while recovering over 40 devices.
• Installed Cisco ACS/Cisco Works to properly manage all Cisco devices within the St. Agnes network infrastructure
• Replaced Cisco legacy devices and upgraded with state of art Cisco layer 2/3 switches. Installed new Cisco routers at each location connected to the St. Agnes hospital.
• Implemented a new WAN circuit provisioning project by removing legacy ISDN circuits and replacing with T1 or DSL connectivity, reducing WAN Vendor prices from 24,000 per year to 16,000 per year in cost savings. ( Supervisor’s name: Matt Sundstrom