SUMMARY:

• Results - driven management professional seeking operational and project management roles. Solid experience leading technical operations supporting large network / system architectures. Successful at motivating and directing highly-skilled technical teams that collaborate as focused units to achieve aggressive service goals. Highly effective at leveraging emerging technologies, process improvements, and resources to meet customer / performance requirements. Possess DoD Security Clearance.
• Technical Support Management Complex Troubleshooting & Resolution Technology Migrations / Integrations Continuous Process Improvements Customer Needs Analysis Team Leadership & Collaboration | IT Service Management

PROFESSIONAL EXPERIENCE:

Technical Operations Manager

Confidential, Fairfax, VA

Responsibilities:

• Consistently exceeded performance metrics by empowering and leading a high-performance technical team responsible for providing support for customers across Europe and Africa per service level agreements.
• Planned, scheduled, monitored, and reported statuses of multiple AFRICOM Headquarter and Horn of Africa (HOA) complex projects (5,000+ users). Performed risk analysis and communicated with stakeholders to develop risk mitigation strategies to close potentials service gaps. Developed and implemented separate Senior Leader (O-6 and above) migration plans.
• Local Service Desk transition to 5th Sig Brigade's Enterprise Service Desk
• EUCOM Remedy ITSM to 5th Signal NSS Remedy Ticketing System
• Defense Enterprise E-Mail migrations
• Joint Enterprise Network (JEN) migration
• Hardware Life Cycle and OS Upgrade
• Staffed tiger teams as needed to resolve major infrastructure and operations incidents and problems. Ensured appropriate technicians and management were available and participating as required. Provided regular informal and formal status updates to leadership.
• Managed IT support teams to quickly resolve senior leader incident service disruptions and requests. Ensured all senior leader service level agreements (SLAs) were consistently exceeded by establishing clear support guidelines, building trust equity with government support and leadership, and fostering a can do attitude within the team.
• Met SLA / customer requirements by developing and implementing standard operating procedures in support of enterprise improvement initiatives.
• Ensured best practices across the program by using continual process improvement reviews to evaluate and tweak processes. Oversaw development of CITS Problem Management process. Communicated significance of effective problem management to senior company and government leadership resulting in acceptance and enforcement of new processes. Performed high level incident management including analysis of aging incident and service requests, identifying program knowledge gaps and coordinating follow up incident management, review and provide input for incident management guidelines. Maintained open communication with department heads to develop and maintain accurate incident routing.
• Chosen to oversee and provide 24X7 extended support for multiple real-world events.

Network Subject Matter Expert (SME)

Confidential

Responsibilities:

• Identified stakeholders and scheduled weekly meetings with inbound and incumbent personnel. Performed risk assessment to identify potential transition service gaps. Created a roles and responsibilities matrix and assigned tasks accordingly.
• Forecasted potential service disruptions and submitted authorized service interruption (ASI) documentation as required. Managed configuration and deployment of replacement hardware.

Technical Lead / Senior Network Administrator

Confidential

Responsibilities:

• Improved system performance by leveraging a Remedy Ticket System to proactively troubleshoot and resolve network / workflow issues for multi-national force customers.
• Maintained 99% network availability by removing excessive daisy chains, creating maintenance schedules, and end-users on outage response procedures to optimize three networks for maximum performance.
• Developed policy / procedure manual to simplify processes for transitioning new team members in areas related to port security, baseline switches, outage reporting, blackouts, and monitoring tools.
• Exceeded service metrics for all data calls related to regional network operations / security center functions, policy implementations, security upgrades, and IP management.

UNIX Systems Administrator

Confidential

Responsibilities:

• Administered UNIX systems as a contractor supporting US Army’s tactical, strategic, and theatre specific networks.
• Oversaw daily functions of installing, integrating, operating, maintaining, and troubleshooting all aspets of Remedy Action Request Management System.
• Ensure smooth and efficient operation of WAN circuitry and CISCO VoIP Call Manager systems for the Korea Battle Simulation Centers.
• Installed, configured, tested, and uninstalled system components for network administrators and end-users stationed in Korea, Japan, Hawaii, and other American locations. Performed site survey to determine optimal equipment, established WAN/LAN systems and accounted for all equipment used during exercises.