SUMMARY:

• CompTIA Security+, ITIL V3 Foundations Certified Professional, highly motivated, quality focused Manager with 28+ years of telecommunication, information system technology, and service desk management experience.
• Encompasses strong leadership, successful team building capabilities combined with excellent technical, communication, presentation, and customer service skills.
• Resourceful and innovative problem solver with proven ability to bring quick resolution to challenging situations as well as building lasting relationships with fellow contactors and customers alike.
• Experienced with most popular business computing platforms and proper handling of classified materials.
• Experience includes 12 years of managing the Confidential Service Desk providing service to over 11,000 clients worldwide, and direct Confidential interaction as an EDS Site Deployment Lead.
• A Site deployment lead was responsible for the successful Confidential conversion for an entire geographical region to the Confidential Environment.

PROFESSIONAL EXPERIENCE:

Confidential

TEAM LEAD

Responsibilities:

• Provide Subject Matter Expert support to the SPAWAR Enterprise Service Desk for the Confidential ’s helpdesk team.
• Incident Manager for priority issues experienced by the Confidential Command. Implementation of Integrated Product Team command rollout within the Enterprise Service Desk.
• Provide recommendations to Confidential for incorporating changes into their ticketing software tool Confidential ’s Remedy.

Confidential

Task Manager

Responsibilities:

• Manager Responsible for the daily operations and performance of the Confidential ’s helpdesk. Providing direct supervision guidance and training of up to 16 agents that provide customer support for LAN/WAN, desktop/portable computers/servers and peripheral issues for over 11,000 users worldwide.
• Instrumental in the design and development of the replacement helpdesk ticketing software produced by Confidential Remedy.
• Assisted in the development of design requirements, Operational and Product categorization creation, group definitions, and Concept of Operations for the new helpdesk environment.
• Operate existing helpdesk software, open trouble tickets, resolve customer’s problems or issues.
• Update trouble call database, produce reports on system status, and answer customer questions/concerns.
• Routinely review and create new SOPs as required. Ensure the customer receives quality customer service by performing Customer Satisfaction Surveys.
• Results of the Customer Satisfaction Surveys are used as one of the inputs into the monthly performance metrics.
• Compile statistics for the performance metrics.

Confidential

Systems Engineer

Responsibilities:

• Provided direct management and oversight to subcontractor personnel during the workstation creation process consisting of Microsoft (MS) Windows 2000 and numerous legacy applications.
• Performed research and resolve issues resulting from errors introduced during the Object Creation Module (OCM) process.
• Coordinated workstation creation to support site deployment schedules with site management teams from through out the enterprise.

Confidential

LAN Specialist

Responsibilities:

• Provided direct supervision and management of up to 60 Dell subcontract personnel, fellow Confidential employees and EDS personnel.
• Interfaced daily with Navy/Marine Corps EDS customers to ascertain requirements and desires then transfer those into contractual requirements for EDS.
• Provided daily status and reporting to EDS program management.
• Responsible for the day - to- day operation and performance of the deployment teams.
• Built, configured and deployed workstations consisting of MS Windows 2000 and legacy applications using Active Directory, Radia software distribution and other deployment tools.
• Provided on-site support using troubleshooting skills developed to assist in problem resolution during deployment process.
• Verified switch configurations to ensure that workstations and printers had been assigned to the correct Virtual Local Area Networks (VLANs) and that the configurations were correct.
• Provided technical input to EDS regarding enterprise deployment processes and procedures. Planned and coordinated activities of site-specific desktop rollout teams during deployment. Assisted in managing user-profile development, asset identification, and evaluation of desktops.

Confidential

Computer Specialist

Responsibilities:

• Assigned to the United States Department of State ( Confidential ) contract.
• Traveled to United States embassies worldwide to analyze, modernize, and integrate the newly acquired Department of Public Diplomacy into the State Department WAN. Prepare network design documents for use by installation teams.
• Recommend a preliminary Bill of Material ( Confidential ) to accomplish network integration proposed for each post.
• Interfaced with embassy personnel to determine end user training requirements.
• Performed hardware and software installation, configuration and testing of newly installed network equipment.
• Configured Dynamic Host Configuration Protocol ( Confidential ) scopes, troubleshoot connectivity issues. Installations consisted of Category 5 (CAT 5) and fiber cable installation and terminations, installation and configuration of Cisco routers and switches, Channel Service Unit/Data Service Unit (CSU)/(DSUs), Backup Domain Controllers (BDCs) Exchange Servers and multiple workstations and Keyboard, Video Monitor, Mouse (KVM) switches per Post.
• Built and configured standard equipment racks for equipment being installed.
• Provided detailed briefings for Ambassadors and provided daily status reports to the Program Office at the State Department.

Confidential

Network Administrator

Responsibilities:

• Provided a wide range of customer service functions such as coordinating the company’s electronic office systems activities including personal computers, client servers, e-mail, internet resources, LANs, WANs, and standard office software packages.
• Design, implementation and maintenance of two class “C” networks within the facility. One network consisted of Primary Domain Controllers (PDC), BDC, various member servers and approximately 150 NT 4.0 workstations. The other network consisted of a PDC, a BDC and approximately 30 client computers configured with a combination of MS Windows 95, 98 and NT 4.0.
• Performed hardware and software upgrades of facility computer equipment.
• Provided network monitoring, implemented helpdesk trouble call system and provided technical support to end-users.
• Trained and supported internal users. Interacted with users and analyzed vendor products for possible in corporation into systems to be delivered to the Government.

Confidential

Senior Systems Analyst

Responsibilities:

• Team member for Test & Evaluation: Responsible for final production testing and configuration control required to accomplish testing to ensure customer acceptance and buy-off. Provided technical expertise as required in support of customer testing. Conducted MK-116 Mod 7 Safety testing and Combat System Interface Testing in support of Naval Surface Warfare Center, White Oak ( Confidential ).
• Engineering Liaison for Naval Undersea Warfare Center Detachment Norfolk (NUWC Det. Norfolk): Was the single point of contact in the Tidewater area, responsible for resolution of technical issues pertaining to engineering, quality, test procedures, or general questions concerning the AN/SQQ-89(V).
• Project Manager for the Integrated Test Facility: Was responsible for the design, construction, and operation of a multimillion-dollar Integrated Test Facility. Duties included detailed planning and scheduling. Interface with facility engineers and subcontractors to ensure schedule commitments were met.
• Project Manager for the facility operations group: Responsible for the day-to-day operations of the test facility. This task included: Scheduling, security, Configuration Management (CM), and providing technical assistance to users as required.