SUMMARY:

• System Engineering Manager with hands on strong Operations and Program Management experience with Commercial and Government accounts.
• A seasoned professional, experienced in the application and sustainment of IT Service Management, Performance Based Contracting, Service Level Agreements (SLAs), Organization Change Management (OCM) and deployment of ITIL processes into an operational environment.
• Extensive experience in developing and executing Change, Incident, Service Desk and Capacity Management processes.

AREAS OF EXPERTISE:

• On premise Virtualization Services
• Shared or dedicated IaaS platform
• Private platform as a service PaaS
• Configuration Management
• Amazon AWS Cloud Platform
• Service design and architecture
• ITSM operational with Agile scrum work progress
• Service design and service architecture
• Corporate datacenter operation and management
• Strategical service planning and implementation
• Incident management monitoring and alerts
• Knowledge management

TECHNICAL SKILLS:

Tools: Service Now, Remedy, Plan - View (KanBan), Scrumban, TFS, JIRA

Virtualization: VSphere ESXi 6.0, 5.5, 5.1, VM Convertor, vCenter, VM Heart Beat, VM Turbo, SRM, Zerto, vRealize/ vROPS, vCAC, VMware VDI, PowerShell PowerCLi, Microsoft Hyper-V 2008 and 2012

Microsoft: Azure AD, Office 365, Windows 2012R2, 2008 R2, Active Directory, SQL server, SCCM, Win 10/7

Non - windows Setup: Citrix, Citrix XEN Server; Solaris 10 to Linux Redhat Enterprise in AWS Cloud

Monitoring system: OPNET, Solarwind, SCOM 2007, HP Insight Control Environment

Storage: HP 3PAR, HP P9500, EMC VMAX, VNX, Pure Storage, NetApp FAS 6080; ONTAP system 8.X /7.X

Security Vulnerabilities & Patch Management: BigFix, ECORA, Shavlik Security compliance, GFI LanGuard, nCircle, Nessus, Tenable, LanDesk

Hardware: HP C7000 & C3000 Blade Enclosures, IBM Blades, Cisco UCS, Dell

Security and Spam Control: Symantec Endpoint 12.1, McAfee Enterprise, Checkpoint, Bitlocker, Symantec, Barracuda, Websense, Cisco Ironport, Secure Computing

Back-up Operations: CommVault, NetBackup, Arc Serve, Acronis backup, Veeam

EXPERIENCE:

Confidential

Enterprise Systems Engineering & Service Delivery Manager, Arlington, VA

Responsibilities:

• Project Managed large scale enterprise, developing and maintaining detail project plans, budget, reports, charts, and resource planning. Communicate issues, risks, mitigation plans to all stake holders as needed.
• Lead multiple project tasks from start to finish working closely with Solution Architecture team and Project Managers. Ensure all solution are engineered and implemented in the LAB to successful hand off to IT Operations along with documentation and SOP
• Chair the RCA meeting and oversee the RCA process for critical incidents to analyze the root cause and determine the permanent fixes
• Manage server, storage, network infrastructure that includes (Windows, Linux, Solaris) both physical and VMware virtual environments.
• Work with vendors assigned to gather, analyze and report upon performance metrics and root-cause analysis of any issues pertaining to any servers/peripherals in the environment.
• Responsible for developing and coordinating the implementation of work flow activities with Engineering & Operations team, documenting logical and physical architecture which involve enterprise servers, large scale SAN storage, backups, systems security, configurations, manageability, automate and operations
• On Demand Service (ODS) engagement - Development and presentation of the Statement of Work (SOW) content, including work being performed, milestones, and timeline and generated approximately $5 to $10 million dollars in business annually outside of the CPAF
• Deliver Point of View (POV) documents and development of reference architectures for all infrastructure service delivery whereby the engineering team provided recommendations to senior management to resolve systemic issues or modernize systems to current industry standards.
• Collaborate with IT Operations and Security team to manage and oversee enterprise wide standards, security, audit & regulatory compliance. Redesigning and redefining Service KPI, SLA, OLA, baseline, integration and automation to ensure all the SLA are met for the client by demonstrating with KPI and Metrics.
• Working with business leads to develop multi-layer service operational IT infrastructure ready to meet requirements of the modern distributed cloud based IT.
• Manage a team of 40+ direct reports for task order 5 - Engineering & 150 + indirect reports for the program located within the United States, providing IT Services to the customer.
• Project Manager and technical lead for developing plan and strategy for Application Segmentation, Data Center build out and migrations
• Implemented PIV enforcement for all Government Furnished Equipment ( Confidential ) systems which consists of thick Clients, Virtual Desktops, and Remote Access services.
• Migrated email to the cloud - Developed system design for Hybrid Microsoft Office 365 for high availability system design between on premise Infrastructure and Microsoft Azure Cloud., Email Archive, MaaS 360 and Azure-AD RMS
• Developed strategy to utilize system data analytics to provide a transformation from legacy monitor / reporting to leveraging a big data analytics approach, which address the following use cases requirements: Security Operations Centers (SOC), Root Cause Analysis (RCA), System Audits, System Operations (Virtualization Systems, Citrix NetScaler L4- L7, Federate Services ADFS, & Capacity Management). Technologies supported consist of Citrix NetScaler MAS, Splunk, CA platform of tools.
• Storage consolidation - Migration of VMAX & NetApp to Pure storage
• Install, upgrade and migrate virtual infrastructure - VMware 5.x to 6.x
• Planning, Developing and Implementing transformation of the VDI resources to DaaS (Desktop as a Service) hosted platform VMware Horizon View 7.x
• Migration of agency website from on-premise to gov-cloud, migration of Solaris to Linux in AWS cloud
• Windows 10 and office 2016 migration, SCCM to Big Fix, Mandiant Least Privilege Service Account project.
• Network & Server Field Office Refresh (HP, Riverbed, Juniper), Windows 2003 to 2008/2012 Server, Secure Office Network / CyberArk upgrade.

Confidential

IT Manager, Washington, DC

Responsibilities:

• Managed eight Confidential delivering 24x7 operations for corporate servers and desktops/desktop applications for 300 end-users.
• Participate in the formulation of all business continuity and disaster recovery planning, test and update plans and procedures as required to ensure efficient recovery strategies are in place and work at both our primary and backup facility.
• Ensures optimum hardware and software system performance.
• Resolve quickly all operational issues, identified root causes, researched and tests solutions, and documents findings.
• Ensure the IS department is providing high quality client support services.
• Proactively monitored and solicit feedback from business units, respond to growing bandwidth, CPU, or storage. Identify best products, practices, make recommendations and coordinate with vendors

Confidential

Manager, Enterprise Technology Architecture, Jacksonville, FL

Responsibilities:

• Enterprise roadmap and develop overall strategy for systems development, hardware acquisition and integration.
• Influence strategic business decisions regarding the use of technology. Interact with internal and external customers to ensure continuous customer satisfaction.
• Manage IT operating and technology budget, manage and govern the outsourced vendors and contracts, in cluding applications development, Enterprise architecture, Operations and enterprise security.
• Collaborate with IT Operations and Security team to manage and oversee enterprise wide standards, security, audit & regulatory compliance. Leading the development of standards, policies and procedures relative to use of technology company-wide.
• Review and provide guidance for Agile/Scrum prioritization using JIRA and extensive experience in all ITIL process including Change Control and Audit items.
• Daily oversight and administration of Tier 1 and Tier 2 staff and processes including the triage, monitoring of tickets for completeness and timeliness of completion in accordance with support level agreements

Confidential

Infrastructure Systems Manager, Jacksonville, FL

Responsibilities:

• Responsible for the Data Center platform services for Compute, Storage, Networks, Voice, Video and IT Services. Responsible for budgetary accountability for projects and cost centers focused on internal IT development activities.
• Plan and manage strategic IT initiatives including application portfolio. Align the IT team with the businesses performance objectives, defining metrics to track performance
• Monitoring and reporting on the status of all projects, ensuring deadlines, budgets and milestones are met.
• Evaluate requirements for relevancy to, and impact on the systems being installed to ensure that the system and software architecture properly address persistence. Successfully deploy resources and manage IT project initiatives
• Produce related contents of deployment and operational documents including the Deployment Plan, Change Control Documentation, and Installation Guidelines and Maintain proper build processes
• Manage performance, availability and capacity planning for server, storage and network environments for multiple data centers. Focus on improving system efficiencies by implementing automation solutions
• Comply and enforce established security standards and computing controls in order to satisfy Financial Audits, Change Management, IS Security Controls.

Confidential

IT Infrastructure Manager, Jacksonville, FL

Responsibilities:

• Responsible for IT Infrastructure which includes design, installation, system upgrades, maintenance and modifications at the Data Centers (Head Quarters & Disaster Recovery Site).
• Unix/Linux and Windows Systems Design and Engineering
• Established policy, procedures and ensured its conformance with information systems goals and company objectives.
• Responsible for provisioning and deploying products in test and production environments.
• Supervised assigned staff and directed in recognizing, identifying, isolating, and resolving problems with information systems products and services.
• Spearheaded various IT projects, which included implementation plans, allocate and assign resources, personnel, software, equipment, and facilities. Provide analytical support in synthesizing and reporting results
• Provide support and input for technology improvements. Plan, document, review, made recommendations for enhancements.
• Managed key internal and external relationships. Identify and resolve project issues, interdependencies, and conflicts. Ensure positive outcomes

Confidential

IT Physician Support Coordinator, Jacksonville, FL

Responsibilities:

• Serve as a primary Confidential IT&S contact point for physicians and physician offices. Primary responsibilities include the establishment and ongoing management of relationships with physicians’ offices. Provide support and input for technology improvements.
• Plan, document, review, manage and make recommendations for UI enhancements. Coordinate the implementation, training, support, and ongoing maintenance of all Confidential systems deployed.

Confidential

Director of IT, Washington, DC

Responsibilities:

• Directed operations and strategic planning of all Information Systems (IS) and Litigation Support in 3 offices
• Improved firm operations through the introduction of new technology and business processes; affected areas include Accounting and Finance, Business Acceptance, Word Processing, Records Management, Conflicts and Risk Management
• Responsible for all data center operations (lab, pre-production and test) which includes hardware and software.
• Negotiated multiple outsourcing agreements for a variety of IS functions, including Help Desk, Data Backup, Remote Hosting and Data Center Operations
• Conducted detailed business analysis of IS department processes and subsequently restructured IS Department to gain higher standard of customer service
• Conducted confidential internal investigations at the direction of Chairman and Executive Director
• Responsible for annual budget and manage staff of 23 personnel including recruiting, supervision, scheduling, career development, evaluation etc.
• Improved quality and cost-effectiveness of all Information Systems at the firm; reduced staffing by 50% while improving quality of service
• Restructured and consolidated IS budget; assisted in the development of new Chart of Accounts
• Directed implementation of networked voicemail, coordinated dialing plan, and Voice over IP telecommunications implementation
• Directed office construction projects in Atlanta, Washington and Greenville
• Centralized all computer operations into regional data centers with a redundant high-speed MPLS Wide Area Network

Confidential

Sr. System Engineer, Hartford, CT

Responsibilities:

• Duties included research & providing technical expertise in creating, implementing, investigating and learning new technology solutions for enterprise deployment
• Primary role in design, support and execution of various IT infrastructure components and maintain security & health of components. Provide leadership, direction and management of the server services group
• Recommend standards and changes of infrastructure to meet the company needs
• Responsibilities included Create Project plans using MS Project, track, monitor and leading project teams in a variety of LAN/WAN related projects
• Interface with internal and external solution providers and business partners
• Documentation of all projects and network infrastructure (operation support procedures, network upgrade/migration). Manage the operation Level troubleshooting activity, identify cause of problems and provide solution to prevent future occurrences.
• Create and maintain adherence to SLA (Service Level Agreements) and Coordinate office relocations, moves, changes in the infrastructure
• Provided third level technical support to Deployment and Operational sectors
• Communicate system updates (hardware and software) and their impact on the client and facilitate client system requirements input.
• Document, recommend, resolve and maintain the security standards on all infrastructure components (Servers, Directory, WAN, LAN devices).
• Perform periodic Audits, create reports and evaluate with Confidential Internal Auditors.