SUMMARY:

• I have been an IT Manager for 12 years with experience handling large scale government projects and four years of Managed IT services management.
• I bring dedication to the project and 110% drive to ensure my Program Management skills are used to complete projects successfully.
• My achievements have included the design and implementation of two large scale service desks and reducing cost while improving efficiencies within my operations components.
• I have an overall working knowledge and hands on IT experience of 15years.

PROFESSIONAL EXPERIENCE:

COO/ Director of Operations

Confidential, Towson, MD

• Responsible for 14 technicians on a daily basis to include ticket review, scheduling, quarterly reviews and audits, HR action, and training issues.
• Provide day to guidance with network, server, and help desk issues.
• Provide hands on representation for 75+ clients nationwide. Issues ranging from basic service desk troubleshooting, to agreement and contractual needs.
• Provide budget and allotment of scheduling hours to the owner of the company.
• Work directly with the IT teams to establish functional environments for all of our clients and ensure our automated systems are in place to proactively identify any issues that would inhibit the client's production.
• Introduced an automated system tied to our ticketing systems that monitors servers, desktops, firewalls, and routers to ensure all devices are functioning and providing working environments for our clients.
• Established SOP and SLAs for the company as a whole where there were none prior to me taking over.
• Establish flow charts on procedures to ensure effective service desk troubleshooting and challenges.

Service Desk Manager

Confidential

• Successfully merged 2 major components into one entity within the Secretary of Defense to provide more efficient coverage for helpdesk and desk side support.
• Worked directly with IT stakeholders to provide strategies to resolve merger of 2 independent service desks while controlling costs
• Provided business plans and analysis of providing in house support of the Blackberry servers and exchange group
• Manage a 75 man crew with 4500 customers for the Secretary of Defense
• Worked directly with 7 remote sites daily throughout the DC and VA areas where I had a total of 8 people located to provide hands - on support.
• Act as a liaison between the government and the customer for service desk related issues and server related programs.
• Provide in-depth analysis of the contracts, deliverables, and writing of the proficiencies for the program.
• Project cost estimates on a monthly basis for manning and mission critical issues.
• Schedule staffing on a monthly basis.
• Maintain and chart the daily/weekly/monthly SLAs that are required deliverables.
• Weekly reporting on staffing issues
• Compile monthly reports on projects and ensure adequate project documentation.
• Reduced a back log of 2700 tickets to 298 in a 90 day period.
• Manage the wireless team of 5 persons including Blackberry mobile devices, BAS, BES, and VPN or wireless laptop technologies
• Manage a 12 blade VM server that hosts all internal applications.
• Write and implement Standard Operating Procedures (SLAs) for the multiple projects and day to day operations.
• Supervisor of the Joint Staff's Service Desk
• Maintained a staff of 53 persons
• Directed projects for mission critical for the Joint Staff VIP members
• Implemented IDMS process for authentication.
• Assisted in the setup and deployment project of a 2500 machine tech refresh program
• Supported the Haitian crisis for all senior military and 1000 users for successful completion reporting directly to ADM Mullen, Chairman Joint Staff.
• Program Supervisor for all Special Projects to the Joint Chiefs of Staff

Tier III support/ Team Lead

Confidential

• Six Sigma Training Specialist for Program Management
• Lead IT support for International Government contracts.
• Lead support for Satellite GeoEye Global Programs.
• Systems Administrator for 25 technicians
• Level II and III technical support for onsite group
• Level III support for remote access, SMS, blackberry, and Citrix
• Maintain budget for IT support for 5 offsite areas and onsite locations.
• Lotus notes support

Service Desk Manager

Confidential

• Perform security and virus protection to domain controlled user accounts
• Perform computer support for 180,000 + users
• Lead System Administrator for 12 analysts
• Use remote access, SMS, SAP, Citrix, and Peregrine tracking software.
• Set up of Wired and Wireless Networks
• Lead the study of Spy ware issues using Spybot, ADAWARE, and other pop-up blocking software.
• Perform daily profile restores for users
• Troubleshoot Outlook 2000/2003, MS Office 2000/2003, Blackberry, Remote Access (Cisco VPN), Quota issues, Internet proxy settings, and DNS configurations.
• Set up and configure network nodes, printers, and online faxes.
• Perform network sends of new programs and software upgrades, hardware installs and new computer connections to the network.
• Subject Matter Expert that designed and maintains an online database for the entire IT community with Confidential.