SUMMARY:

Significant experience as a hands - on leader working successfully at all levels of an organization to create and implement projects that drive mission and business strategies. A solid reputation for effectively planning, designing, and developing technology solutions in complex, multi-platform environments. Consistently delivers quality solutions with constrained resources and timeframes in matrix organizations with a collaborative team-oriented approach.

DEMONSTRATED STRENGTHS IN:

• Project/Program Management
• Client/Vendor Management
• Strategic IT Planning
• Application Architecture
• Budget Planning/Management
• Staff Mentoring/Development

• Security Hardening
• Health IT
• Data Analytics
• System Conversion & Implementation
• Business Relationship Management

TECHNOLOGIES:

Operating Systems: Windows 7/10. Server 2008/2012, Apple Mac OS 10.12, Linux (Ubuntu, CentOS)/Unix, iOS 10, Blackberry OS.

Productivity/Collaboration Tools: MS Office 10/13/16, O365 - All office applications in Windows and Mac versions, Adobe Acrobat Pro 11, Adobe CC, SharePoint 13 (development, management, and data migration).

Applications: BigFix /Tivoli Endpoint Management, Microsoft Configuration Manager (SCCM), Hyena, Bomgar, Parallels, VMware, vSphere, Symantec PGP Encryption Desktop, FileVault 2, Active Directory (Account provisioning, Deprovisioning, Share/file storage and Distro creation), Active Roles, McAfee & Symantec Antivirus, Surveyor, Adobe CC Package Configurator, KeePass Password Management, HealthRX.

ITSM (Configuration, Reporting, and Utilization): ServiceNow (Modules Incident, Request, Problem Management, Knowledge Management, Asset Management), Magic, HEAT, Remedy.

Unified Communication (Utilize, Configure): SIP, VoIP Gateway, open PBX, Asterisk, Elastix, Tadiran, CISCO.

Network (Configuration and Management): LAN, WAN, WWAN, VLAN.

PROFESSIONAL EXPERIENCE:

Confidential, Fairfax, VA

Associate / Senior Manager

Responsibilities:

• Led the creation of a Support Center from inception, including: service transition, incumbent capture, and staff hiring/training/management resulting in $1M annual revenue increase.
• Advised Senior Executive-level clients on infrastructure, process, and technology improvements.
• Implemented changes resulting in new services and value for client and contract.
• Analyze prospective business and technical requirements and design solutions to meet client requirements to promote pre-sales/business development. Identify revenue opportunities within current Accounts. Conduct product demonstrations for customers and communicate the value of proposed solutions.
• Negotiate and establish Service Level Agreements ( Confidential ), Operational Level Agreements (OLA) and Underpinning Contract ( Confidential ) for mission-critical client applications and services.
• Serve as technical and managerial liaison with the client organization. Provide management guidance and administration for Team Leads and technical teams, including mentoring and monitoring activities. Manage program financials including staff time allocation for accounting and invoicing.
• Plan improvements to the technical infrastructure of Confidential Systems.

Technical Site/Account Manager

Confidential

Responsibilities:

• Onsite leader and point of contact for the prime contractor, Confidential, of three project teams consisting of 25 staff members. Key input responsible for $6M revenue increase and $28M contract renewal with the Confidential .
• Led the creation of the architecture and engineering to develop of Confidential Systems’ Business Intelligence Software (ServeOptics) software and cultivated $1M+ new revenue within the first year.
• Presented senior-level briefings on project status and problem resolution, as Project Manager. As Senior Lead Engineer, successfully managed operational objectives, service and project delivery across all teams including supporting smooth transition during 4 senior management changes.

Help Desk Manager

Confidential

Responsibilities:

• Managed 18 IT Support Staff on a daily basis.
• Established goals and objectives ensuring adherence to Confidential contract requirements.
• Achieved 98% Response and Resolution time, reducing ticket backlog by 75%. Successfully completed all deliverables and support functions utilizing ITIL methodologies.
• Implemented new solutions, including: Customer Self-Service Portal, Symantec PGP encryption, PowerBroker app management for standard account rights escalation, and Service Desk internal knowledgebase.
• Led multiple initiatives and projects, including migrating 900 Windows XP workstations to Windows 7 and Homeland Security Presidential Directive 12 ( Confidential ) deployment across workstations.
• Utilized performance metrics to produce weekly reports for Incident Management and staff productivity and status updates for deployments, migrations and support projects.

Senior Technical Support - Technical Team Lead

Confidential

Responsibilities:

• Trained and guided team on technical procedures, issues, and projects.
• Developed project plans for Windows OS security hardening and compliance, workstation lifecycle refresh and modernization, and application virtualization.
• Provided onsite and remote technical support to 3,000+ customers, tracking incidents through incident tracking system, documented new solutions and updated knowledgebase portal.
• Managed installation and maintenance of hardware and software, evaluated new software and hardware, and recommended improvements or upgrades for clients.
• Tested and verified successful workstation OS and third-party software patching and update deployments. Recommended workstation security and configuration improvements.
• Created test, development, and stage environments for various platform testing.

Confidential

Manager, Network Infrastructure and Hardware Support

Responsibilities:

• Provided board input on business proposals, potential business growth, and technology trends.
• Led multi-million Euro projects such as Integrated Border Management System, Data center development in accordance to TIA 942 Standard, Active Directory/Exchange migration from 2003 to 2007/08, digitalization of scholar institutions, installation and configuration of passive and active networks, Confidential system development for digitalization of financial records.
• Architected and deployed systems as a new line of business that resulted in over €1M in cost savings and increased efficiency, including: Fleet Management Systems, Surveillance Systems, and system integration/modernization for multiple clients.
• Managed project budget and resources while minimizing risks, including: Infrastructure optimization and virtualization, security enhancement, domain change and integration, access control/time and attendance systems, and Call Center and Help Desk development.
• Consulted, developed, and implemented companywide IT policies and procedures, Confidential ’s, and system security enhancements for financial institutions and organizations such as the Ministry of Finance, private banks, and financial consulting firms.

Confidential, Tysons Corner, VA

Application Security Analyst

Responsibilities:

• Maintained Sarbanes-Oxley and HIPAA compliance, ensured appropriate security controls are achieved, and worked with internal and external compliance auditors.
• Administered account and security support for 3,000+ users of production application systems and met all defined Confidential ’s, including Mission Critical applications.
• Defined and maintained: Security Matrix, Role Definition documents, Security fact sheet, Procedure guides, Security technical guides, Workflows, Support, Knowledge Base, and other documentation.
• Monitored and tracked all Incidents via incident tracking system and communicated ticket metrics.
• Identified, reported and resolved security violations for supported applications.
• Provided status reports to the Director of IT for all project key milestones and security compliance.