SUMMARY:

• IT Infrastructure Operations Manager with over 15 years of Information Technology experience interfacing with IT operations groups to ensure that security standards and requirements are met.
• Work closely with CIO and ISSO to govern the access and acceptable use of the systems.
• Contributes to IT Security policies, procedures and standards.
• Ensure that the IT Security Policy is implemented for new installations and system upgrades.
• Communicate and work proactively and professionally with internal and external auditors as well as other groups responsible for ensuring that an organization is properly protecting organization data.
• Mitigate escalations of major incidents and issues.
• Assess and troubleshoot, consult with vendors, and coordinate with other teams for problem resolution.
• Created and customized major incident processes and procedures.
• Strong working knowledge of Tokens, PII, Encryption and cloud technology.
• Highly organized, adjusts well to all types of environments, learn new procedures quickly.
• Strong communication, project management, troubleshooting, and performance optimization skills.
• Consistently recognized for technical troubleshooting skills used to rapidly and cost - effectively resolve challenging technical and operational issues.

TECHNICAL SKILLS:

• Strategic Business Planning Staff Training and Development
• Multi-Site Operating Management Customer Relationship Management
• Procedure/Policy Development ISO/ITSM/ITIL Implementation
• Major Incident/Problem Mgmt. Risk Management
• Project Mgmt. life cycle Security Monitoring and Escalation
• Vendor Management Knowledge Management
• BMC Remedy

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

ITSM Business Process SME

Responsibilities:

• Implement new service catalog using BMC MyIT
• Lead engagement as the Subject Matter Expert (SME) on ITSM best practices
• Lead business process definition, re-engineering, improvement and gap analysis of current/to-be processes
• Developing required documentation such as workflow charts, presentations, gap analysis reports, process flow diagrams, roles/responsibilities to manage the catalog
• Identify areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Advise the customer throughout the engagement
• Promote continuous process improvement practices
• Manage and communicate ITSM process and business requirements to the delivery team as a bridge to ensure that the proposed solutions meet the customer's expectations
• Drive the customer roadmap discussions and decisions.

Confidential, Greenbelt, MD

IT Director Enterprise Operations

Responsibilities:

• Worked closely with C-level executives to find solutions to manage IT business activities
• Managed service desk team and work closely with management, external vendors and advisors -
• Oversee technical projects in alignment with organizational goals -
• Researched and recommend new products
• Led efforts to improve IT processes - using ISO and ITIL framework
• Identified risk management, functional design, process design (including workflow mapping), testing, and training.

Confidential, Bethesda, MD

ITSM Enterprise Service Desk Manager

Responsibilities:

• Managed and directed technical staff
• Created and managed ITSM/ITIL process rollout
• Developed and maintained the ITSM strategic plan;
• Managed data security encryption.
• Approved and monitored projects, procedures, and overall IT performance;
• Contributed to IT Security policies, procedures and standards. Ensure that the IT Security Policy is implemented for new installations and system upgrades.
• Created and modified enterprise process and procedures for technical staff
• Coordinated priorities between the IT department and user departments;
• Reviewed the adequacy and allocation of IT resources in terms of funding, personnel, equipment, and service levels.

Confidential

IT Service Manager

Responsibilities:

• Worked closely with government client to identify business requirements to improve daily operations.
• Identified risk management, functional design, process design
• Frequently implemented testing and training for patches and updates.
• Defined support procedures and support service operations.
• Used RDP/3389 to manage Apache Tomcat services
• Worked closely with security team to managed security services and access to GTM, telnet/23
• Contributed to IT Security policies, procedures and standards. Ensure that the IT Security Policy is implemented for new installations and system upgrades.
• Served as liaison between business and technical aspects of projects.
• Customized and create Remedy reports for management and government client’s
• Managed and created change request for infrastructure changes in primary data center and disaster recovery data center
• Worked closely with project personnel to identify and resolve problems
• Scheduled and facilitate meetings related to information technology projects
• Participated in periodic Disaster Recovery (DR), Business Continuity Planning (BCP)

Confidential

IT Service Manager

Responsibilities:

• Provided weekly training sessions for staff on operational tools and improving processes.
• Serviced over 5000 customers within EPA nationwide.
• Hired service desk staff utilizing internal and external resources. Trained and supported team members and temporary staff.
• Presented special awards and recognition, to employees for making organization goals effectively communicated with customers verbally and in writing, in a courteous, professional and timely manner.
• Managed e-business team to migrate new equipment
• Lead and managed data encryption and security processes.
• Served as liaison between business and technical aspects of projects.
• Monitored progress to assure deadlines, standards, and cost targets are met
• Developed or updated project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, schedules, funding, and staffing
• Managed project execution to ensure adherence to budget, schedule, and scope

Confidential, Washington, DC

T Service Desk Mgr

Responsibilities:

• Facilitated weekly staff meetings; communicated with all team members nationally and locally
• Developed and implemented policies and procedures for the Tier 2 Service Desk.
• Managed Incident Management process
• Customized and created Remedy reports for management and government client’s.
• Reviewed Service Level Agreements, and ensured quality of service delivery.
• Participated in periodic Disaster Recovery (DR), Business Continuity Planning (BCP) exercises