SUMMARY:

Excellent time management, communication, and analytical skills. Instrumental in establishing processes and procedures contributing to identifiable and increased levels of mission success. Experienced with building and managing trusted client relationships and ability to communicate across multiple layers of an organization. Highly motivated and energetic in pressure packed environments.

COMPUTER SKILLS:

Windows - MS Word / Excel / Power Point / Outlook / Visio, MS SharePoint, Lotus Notes, RSA Archer

EXPERIENCE:

Confidential, Alexandria, VA

Metrics & Analytics Manager

Responsibilities:

• Assist with management activities: New Hires, Job Requisitions, Forecasting, Timekeeping activities, personnel management
• Meet regularly with Coast Guard team leads and system administrators to review 17 enterprise service grooming plans and ensure they are updated and meet industry standards and customer expectations
• Create and manage grooming execution reports to ensure quarterly grooming SLA is met
• Utilize Remedy to gather reports/metrics and identify and report potential problematic trends and roots causes
• Assist with developing and maintaining processes and procedures in accordance with project requirements and industry best practices to ensure contract requirements and SLAs are met
• Participate in the transition process of new services to the Operations and Maintenance team

Senior Project Manager

Confidential

Responsibilities:

• Responsible for all activities associated with management: New Hires, Job Requisitions, Forecasting, Timekeeping activities, clearance and badge processing, personnel management
• Developed and maintain processes and procedures in accordance with project requirements and industry best practices to ensure SLAs are met
• Participated in the transition process of new services to the Operations and Maintenance team, review customer and contract requirements as part of acceptance.
• Reviewed and update enterprise services grooming plans and created and manage grooming execution reports to ensure quarterly grooming SLA is met
• Utilized Remedy to gather reports/metrics, identify and report potential problematic trends and roots causes

Senior Business Process Analyst

Confidential

Responsibilities:

• Worked closely with customer to establish viable and measurable Operational Level Agreements (OLA).
• Reviewed the Service Design Package and identified required documentation for service transition

Confidential, Stafford, VA

Deputy Operations Manager

Responsibilities:

• Responsible for directing and managing a 9 - person staff of Customer Management Team members
• Developed and maintained Standard Operating Procedures, Desktop Procedures and Activity Checklists
• Supervised over 250 Range Events, ensuring Customer requirements for cyber, testing and exercise support requirements were satisfied and that Range resources where effectively utilized.
• Led the redesign of the Range SharePoint Knowledge Management System to better meet the needs of managing the demands of a high Ops Tempo, Customer Driven mission. Instituted a cross-functional SharePoint ticketing system that kept both Customer Management and Technical Teams informed on activities impacting their mission areas.

Confidential, Chantilly, Virginia

Deputy Project Manager

Responsibilities:

• Monitored contract-level deliverables and ensure timely response to the Contracting Officer
• Monitored requests for access to the IDIQ Portal, a SharePoint site linked to Confidential 's Task Order Tracking & Management System (TOTMS), maintained vehicle fulfillment charts, created other PMO reports

Network Operations Manager

Confidential

Responsibilities:

• All activities associated with management: New Hires, Job Requisitions, Forecasting, Timekeeping activities, clearance and badge processing, personnel management
• Developed and maintained processes and procedures in accordance with project requirements and industry best practices to ensure critical SLAs are met
• Responsible for ensuring Confidential support systems (Remedy, Netcool, Confidential OpenView and Ciscoworks, Confidential Webpage, and ACD system) availability are in compliance with the Confidential Service Availability SLA
• As a member of the Engineering Change Review Board, suggested recommendations and solutions as part of the Continuous Improvement Process
• Led the Confidential relocation project; coordination with Corporate CIS & facilities and NOC engineers to move staff and infrastructure, a successful move met deadlines and within budget.
• Maintained Confidential COOP/DR SOP and conduct scheduled tests
• Transition team lead for Service Desk area on new Confidential contract
• Participated in obtaining and maintaining the ISO 20000 - Incident and Service Continuity Manager

Operations Support Manager

Confidential

Responsibilities:

• Assisted the manager in all management activities: New Hires, Job Requisitions, Forecasting, Timekeeping activities, personnel management
• Confidential support tools included Remedy, Netcool, Ciscoworks, and CentreVu ACD
• Assisted in overseeing day-to-day Confidential activities and managed Remedy requirements
• Created and updated procedures and other documentation
• Assisted in Obtaining the ISO 9001 for WAN, Help Desk, and Ticket Analysis

Help Desk Operations Manager

Confidential

Responsibilities:

• Responsible for an 8-person Help Desk team providing worldwide customer support for multiple government contracts.
• Responsibilities included hiring,, scheduling, and evaluating personnel.
• Managed NOC Remedy requirements and updates.
• Maintained procedures and other documentation.

Task Supervisor

Confidential

Responsibilities:

• Responsible for gathering statistics and customer deliverable reports for multiple programs.
• Ensured quality and productivity standards were maintained and deadlines were met.
• Utilized Remedy and Confidential CMS Supervisor to extract trouble ticket and call reporting d Confidential and developed reports using Microsoft Word and Excel spreadsheets.

Confidential, Reston, Virginia

Help Desk Coordinator

Responsibilities:

• Responsible for assessing customer problems, routing calls to appropriate personnel and creating trouble tickets in a Remedy ticketing system.
• Monitored alarms using MAX/Enterprise system.
• Updated information in an Access DB.

Confidential, Mesa & Tempe, Arizona

Wafer Process Operator & Manufacturing Associate

Responsibilities:

• Equipment Operation in the production of microchips for telephonic equipment, pagers, etc. Self-directed environment: team building, troubleshooting, trained new associates, and tracked work in a tracking system.