SUMMARY

• Strategic Project Manager/Coordinator offers 20+ years of success managing operational infrastructure to foster on - time and under-budget project completion. Skillfully leverages Leadership and lean methodology to promote budget adherence and milestone achievement.
• Accomplished in coordinating IT and construction personnel workflow and proactively addressing project delays with actionable solutions

PROFESSIONAL EXPERIENCE

Quality/Production Coordinator

Confidential, Gibsonia, PA

Responsibilities:

• Organized resources and professionals to achieve construction production goals.
• Oversaw work of production assistants and delegated assignments to accomplish goals.
• Prevented avoidable delays by maintaining project workflows and documents with impeccable accuracy.

Network Operations/Center Supervisor

Confidential, Canonsburg, PA

Responsibilities:

• Responsible for service provider restoration and customer interaction.
• Daily communication with direct reports, leadership, stakeholders, and external customers regarding service interruptions or projects as needed.
• Manage analyst and engineers to reduce service impacts.
• Manage network outages, interface with various lines of business and product owners as needed.
• Build and maintain customer relations.
• Create and compile customer RCA efforts.

IP Global Network Operation/Center Manager

Confidential, Broomfield, Colorado

Responsibilities:

• This position primary focus was incident management, escalations, and customer relations with an emphasis on Mean Time To Repair (MTTR).
• Managed a team of 10-40 tier 1 and 2 technicians centrally engaged in IP service delivery voice and data related incidents encompassing customer edge (CE) to provider edge (PE) IP devices and digital transport.
• Responsible for service provider restoration and customer interaction.
• Manage technicians responsible for ensuring customer production IP issues and requests are handled.
• Identify appropriate metric reporting and manage outcomes.
• Drive MTTR to meet or exceed SLA and SLO expectations.
• Interface with various lines of business and product owners as needed to refine processes.
• Create and compile customer RFOs.

IT Operations Manager

Confidential, Harrisburg, Pennsylvania

Responsibilities:

• This position primary focus was the overall IT Service Strategy to deliver voice, video and data services to the Commonwealth of Pennsylvania and all of its agencies.
• This included, change, release and configuration, incident, problem management and service desk processes.
• In addition to managing these teams and groups, the Security Operations Center (SOC) and software development teams were incorporated under IT Operations.
• In total, I managed a dynamic technical staff of 60 - 100 IT professionals, including project managers.
• The transformational changes made during my tenure included introducing and restructuring these teams to function under the ITIL and Waterfall frameworks, thereby reducing project cycle time, MTTR and Operational Expense (OpEx).
• Core projects and processes initiated and completed during the tenure included:
• New technology infrastructure assessment, planning and implementation (Infrastructure Tech Refresh).
• Incident management system replacement with BMC Remedy ITSM Suite.
• Introduction and use of knowledge management.
• Introduction and use of modular coding practices.
• Introduction and use of a Configuration Management Database (CMDB).
• 94% of staff trained at the ITIL Foundation level.

National Repair/Center Supervisor

Confidential, Coudersport, Pennsylvania

Responsibilities:

• This position primary focus was incident management, escalations and customer relations with an emphasis on Mean Time To Repair (MTTR).
• Managed a team of 25 - 40 tier 1, 2 and 3 technicians centrally focused on voice related incidents including the digital and analog transport.
• Developed a comprehensive, new-hire, training program for the National Repair Center.
• Resolved telephony repair service problems (PRI, BRI, Centrex, LNP, etc.) with LEC, CLEC and IXC.
• Oversaw the analysis and repair coordination of customer on site telephony problems.
• Coordinated repair activities for Lucent 5ESS switches, and elements of the SONET network.

Field Service Technician

Confidential, California

Responsibilities:

• This position primary focus was specialized tactical hardware readiness, mission planning and collaboration for domestic and international deployments.
• Required to performed on-call on-site emergency maintenance and training as required on worldwide basis with an SLA requirement to be airborne or in transit in under 24 hours for non-US destinations.
• Planned and troubleshoot military digital telephone networks.
• Planned military tactical network cryptography topology.
• Performed equipment specific technical translations services.
• Performed on-call emergency maintenance or training as required for a proprietary family of military communications hardware.

Base Telephone Chief

Confidential

Responsibilities:

• Base Telecom confidential, confidential Corps Base Primary focus was to ensure the commander and the staff have robust, reliable, and transparent to the user voice, video and data communications networks in support of both the confidential base and of regional tactical missions in the south pacific or as requested anywhere in the world.
• Managed repair activities for the GTD-5 EAX switch, Nortel PBX, Key systems, and outside plant hardware.
• Maintained, tested and managed base telecommunications systems.
• Generated weekly, quarterly, and annual department chronologies.
• Developed a relational database that imported sorted and distributed cellular, POTS and dedicated circuit billing.
• 13 years total of enlisted service as a United States Marine as grunt, machine gunner, technician, and technical advisor.