SUMMARY

• Proven Technical & Management Expertise in a Career Spanning 20+ years
• Well - organized, process driven and results-oriented Senior Manager and change agent focused on achieving bottom-line results while formulating and implementing advanced technology and business solutions to meet a diversity of needs. Solid record of successful coaching/mentoring and delivering projects on time and under budget. Exceptional communicator with a focus on building strong customer - internal and external relationships. Highly skilled and knowledgeable on all aspects of the SDLC, PMI, ITIL/ITSM, COBIT Governance, HDI, 6-Sigma and eCommerce methodologies. Public Trust Clearance.
• technology & business strategy - business intelligence - technology infrastructure - business development - financial management & cost control - market analysis - it governance - regulatory compliance (hipaa, sox, pci)

PROFESSIONAL EXPERIENCE

Confidential, Herndon, VA

IT Services - Senior Service Delivery Project Manager, ITSM

Responsibilities:

• Served as the Acting CDE (DSFG) / Program Manager for the Department of Transportation (DOT) contract - leadership and direction of all DSFG IT Service Delivery teams (Tier 1 thru Tier 4)
• At the request of the Office of the DOT ACIO (OCIO), serve as a key PM of the DOT ITSS Service Desk and Incident Management Center (IMC- NOC/SOC) teams to form a 24x7x365 Service Center providing Network Enterprise Monitoring and Service Desk support
• Acquired Service Desk that was inconsistent in meeting SLA requirements; restructured reporting and delegation of team. Team immediately met or surpassed all monthly SLA requirements for 30 consecutive months.
• Partnered with DOT Federal Task Leads for Service Desk inclusion in the ITSM/Change Management process (process improvement strategy)
• Improved modal/ OA service delivery as shared via customer satisfaction surveys and tier partners
• Improved First Call Resolution (FCR), Abandonment Rates (ABR), Average Handle Time (AHT), and Average Speed to Answer (ASA) each year since assuming leadership role all while handling approximately 160,000 service requests and incidents each year
• Developed processes to monitor trends based on customer calls, issues, queries and recommended ways to improve the quality of technical service as well as reducing repeat incidents
• Partnered with Dell Senior Program Management to create a performance based development pipeline for analysts to move to next technology levels; evolved “Walk In My Shoes” program that expanded to Tier 3 and Tier 4 levels of support that also improved service delivery and support
• Implemented ‘softphone’ technology that has been adopted by other teams in the ITSS organization. Service Desk team has been lauded repeatedly for seamless transition to softphone technology in maintaining business continuity (most notably during the Federal Government furlough and Hurricane Sandy)
• Implemented Service Desk micro-project program to allow tier 1 analysts opportunities to develop in-depth triage skillsets while assisting partner tiers with known issues in the enterpriseAdditional Responsibilities include:
• Interface with DOT mid-to-executive management stakeholders as well as in-house technical and business staff (to include providing formal presentations to DOT OCIO Leadership and OA Managers)
• Develop metrics and reporting for management of internal and external SLA/OLAs
• Facilitate and drive process integration activities to onboard new customers
• Develop, update and maintain SOP documentation to ensure successful customer implementation and knowledge transfer.
• Train staff and customers on service delivery processes, procedures and use of ITSM customer portals
• Project management support of DOT initiatives to include: Mobile Device Management (MDM), Virtual Desktop Infrastructure (VDI), Bring Your Own Device initiative (BYOD), Remedy re-org and PIV/ HSPD-12 (Personal Identity Verification) Initiative

Confidential, Potomac, MD

Senior Operations Manager

Responsibilities:

• Recruited, trained and mentored a team of Business Analysts supporting new business initiatives (RFID, eCommerce, Inventory Management, Process Improvement, and Customer Care).
• Subject Matter Expert (SME) for new Customer Contact eCommerce Center initiative in support of new corporate website and customer experience model utilizing new technologies including cloud-based solutions.
• Developed and implemented new roles and responsibilities for store functions with reporting line to retail operations. Partnered with Human Resources to develop new objectives for roles (i.e., Fulfillment Center Manager, eCommerce Customer Experience Manager).
• Senior-level presentations surrounding retail operations and support and status updates regarding launch of new Customer Contact Center

Confidential, VA

ITIL Architect/ Service Operations Support

Responsibilities:

• ITSM Consultant and Advisor to the USDA International Technology Services (ITS) leadership team
• RFP, Technical Proposal writing and support
• Consulting and planning strategic technology solutions for distributed and large scale data center environments
• IT Service Management (ITSM) based/ ITIL best practices
• Business Based Macro Level Capacity Planning
• Business Impact Assessment and Business Resumption/Disaster Recovery
• Enterprise Infrastructure Architecture and Distributed Systems Management, Application Design Reviews, Storage and Data Modeling and Migration, Data Center Consolidation, Operations Review and Managed Care Services

Confidential, Baltimore, MD

Senior IT Manager

Responsibilities:

• Key Functional/Line PM in major data center move that resulted in the successful relocation of over 300 servers/ 350 employees, rebuilding and testing of wireless system, and liaising with Operations to ensure connectivity and space needs; ActivIdentity SSO project implementation.
• Selected by CIO to develop, implement and administer new IT “pipeline of talent” to reduce overall IT resource and support costs. IT Deployment Team project had departmental cost savings of over $200K in its first year and $325K over 2 years while placing 25 analysts in permanent positions.
• Consolidated remote site support operations from 8 Regional Managers to 5 with a cost savings of over $215K and improved customer satisfaction (from 3.8 to 4.6 out of 5).
• Management of IT Service Desk: Led a team of highly skilled Service Desk analysts; maintained first call resolution rate average (FCR) of 85% while receiving an average of 6,000 contacts/month (service requests/ incidents and while also assisting with tier 2 deskside support). Implemented extended call service hours (24x7) and balanced staff assignments to meet company demands.
• Member of IT Governance team that led overall adoption of ITIL and CoBit best practices for the IT Dept.
• Led staff trainings on ITIL Problem Management, which consisted of developing staff SOP’s, OLA’s and SLA’s that vastly improved key relationships between IT service desk incident management/problem management and change management workflow.

Confidential, Owings Mills, MD

Senior Network Engineer

Responsibilities:

• Managed all aspects of Network Operations and Support at Confidential, including multi-site support, asset management, contract negotiations (including licensing) and strategic planning for scalability. Managed a 24x7 4-person help desk and IT support team.
• Reduced network frequency of incidents by 40%, and meantime to repair by 70% by introducing new security procedures, adjusting vendor expectations, and monitoring standards. Implemented new Cisco technology to aid effort.
• Led a very successful Microsoft Exchange/ Active Directory remote project. Project came in 3 months ahead of schedule due to effective time management, systems analysis, and coaching/ mentoring junior engineers.
• Ensured compliance with corporate security policies and security best practices (Sarbanes-Oxley) by implementing new control measures.
• Performed systems analysis to determine effectiveness and inefficiencies, and prepared written recommendations for improvements (SOP’s); implemented new network technologies into current operating environment and performed capacity planning tests.
• Provided weekly reports on essential metrics (uptime, bandwidth and networking equipment usage, trends) to Executive Management.

Confidential, King of Prussia, PA

Project - Engagement Manager / IT Managed Services Consultant - (Principal Client: Erickson Retirement Communities)

Responsibilities:

• Strategic management of long-term onsite contract for Help Desk, Onsite Support and Desktop Services. Requested by Erickson (client) to manage/lead Help Desk services. Immediately cut costs by 22% by implementing new SOP’s and gained an additional $50K to contract for after-hours support services. Facilitated quarterly teaching sessions for users on equipment use and troubleshooting from remote locations. Created, published and distributed monthly Help Desk newsletters to users at client partner site(s). Established new SLA’s, processes and procedures, refined call categorization process, and hiring practices that improved overall performance and metrics.
• Managed a seven-member team providing Tier I and Tier II Help Desk support in a secure Windows environment of over 15,000 end-users and 150 servers; average monthly call volume – 5,300 incidents/service requests monthly.
• Project Manager – SharePoint and System Management Server (SMS): assisted with the design, development and implementation for systems patch management, monitoring, and asset management. Lead Consultant- SME for Client SMS daily monitoring and management.
• Liaised in an enterprise upgrade of over 8000 workstations/ laptops from Windows 2000 to Windows XP.
• Developed, augmented, and delivered ITIL, Microsoft and HDI training to team based on industry best practices.
• Reduced staff turnover by 90%; introduced incentive program and cost effective measures to ease load on analysts.
• Instituted ITIL best practices at the service desk for service, incident and problem management. Orchestrated efforts in the IT Dept that resulted in service desk centralization for all incident/problem management.