MINIMUM/GENERAL EXPERIENCE SUMMARY: Over fifteen years of experience in designing maintaining and troubleshooting data communications and video systems. Extensive project co-ordination and Project Management experience. Experienced Enterprise networking and communications engineer with hands-on network design and systems engineering. I most recently served the DC Government as IT Supervisor at the Department of Employment Services, DC Government. I have experience in supervising data, voice and video projects, local and national in scope. I Certified and acted as a federal government COTR and have experience in the District's public safety data systems.

WORK EXPERIENCE

Confidential

IT Supervisor, Help Desk

MANAGED TIER 1 / TIER2 TECHNICIANS: As IT Supervisor, I managed a team of Tier 1 and Tier 2 support technicians that provided day to day support of internal and external systems serving the employees and public in data communications requirements. Using my training in ITIL and over a decade of experience working with direct staff management and using ITIL structured automat ticket tracking systems, in this case Remedy, we were able to receive and coordinate day to day customer request for IT desktop services, server application and network trouble request, and audio visual support request. I assessed customer requirements and matched the correct employee to the task. In the event there were no employees capable to fulfill complex request, I responded and completed the task, and created technician notes to assist the staff in future responses to similar request.

MANAGED DATABASE: I managed the support request database and provided daily coordination of task such as desktop support, employee moves, and network deployment for field operations. When I started in this position, the Help Desk database was incomplete and in accurate. Automated emails could not be sent out, and various reports were not displaying accurate information. I corrected the incorrect information in important fields, added missing data from current agency employment data, and created new fields for data to be used in managing an expensive support contract. I prepared training documentation for the Help Desk staff including additional procedures to have the database maintained going forward.

MANAGED REMOTE AND ON-SITE SUPPORT: As a team we managed remote and on-site support for six DOES field offices. The Help Desk staff maintained a recurring weekly schedule of support to each site. During these visits, they would complete non-emergency customer request for service, and restock IT supplies as needed. When time sensitive or work stopping events would occur, I would have a technician respond as soon as possible, or I would respond myself either by using remote access diagnosis of PC Network or server issues, or by responding onsite myself to provide the necessary remedy and customer assurance that the department is working to resolve their issue..

PROVIDED NETWORK ACCESS: We provided network access with deployable public access systems and networks at job fairs within the District of Columbia. One of the missions of the agency was to assist the citizens of Washington DC to find and acquire employment. At each remote location, in the headquarters building, and in a full size bus, my staff maintained computer labs for use by the general public. These labs were used to facilitate formal training, search for employers, prepare resumes, and complete applications for employment. These computers were provided with Internet access and public users were allowed to use USB drives to save and transfer data such as resumes. Maintaining these systems to be secure and virus/malware free was one of my priorities to provide the best service to the customers. I replaced the router on the bus, and installed software to protect each public accessible computer at headquarters and on the bus with security software.

RESPONSIBLE FOR TRACKING EMPLOYEE FUNCTIONS: I was responsible for tracking employee supervision, employee personnel disciplinary procedures, and creating Standard Operating Procedures for the Support functions of the DOES OIT Department. When I arrived into this position, there were no formal standard operating procedures in use for day to day operations. After studying the processes and customs to complete task, I wrote a formal Standard Operating Procedure for the Help Desk, as well as SOPs for specific functions that this department was responsible. Employees were supervised based on this SOP which fine-tuned our customer response, standardized customer expectation, and created better communication between the Help Desk staff and the customers. I prepared staff evaluations and worked with staff to prepare goals for the next grading period.

PROVIDED RECOMMENDATIONS FOR TECHNOLOGY PURCHASE: I also made recommendations for department purchases of new technology, as well as supervised various technology refresh projects. When I started this position, there was a project to replace older PC's with newer inventory. I prepared project phases, timelines, and databases to coordinate staff, track assets new and old, and phase the project to be accomplished in concert with other department projects such as department relocations, and other department's projects such as Summer Youth Summer Employment Project. In another project that I initiated, I surveyed toner and ink supplies, and deployed printers for the entire agency. I completed a cost analysis of using small desktop printers as compared to using LAN Based group printers. Based on this analysis, it was determined to use up any stockpiles of ink and toner, but not to repair, replace, or order new supplies for the smaller printers. We began mapping persons to LAN printers so that they would be accustomed to using the larger facility, and be more accepting when their desktop printer ran out of supplies or failed. The cost saving was as much as 20 cents a color page to move the employees to the larger printers.

Confidential

IT Manager, Acting

• The Office of Unified Communication OUC is the main call center for many of the District's agencies including 911/311, DC Depart of Motor Vehicles, DC Department of Health, TRU, The Mayor's Call Center, and other DC departments. As IT Manager, I serve on many projects, Computer Room Manager, Audio Video Engineer, Agency Facilities Representative, and various other technical and administrative functions and responsibilities. I manage a small team of highly skilled engineers that are responsible for every aspect of providing capabilities to the administrative and Operations Management staff of the OUC. The OUC resides in two locations that provide primary and backup functionality for emergency telephone and radio communications to police, fire and EMS. Other co-located call centers are transferred to their agency's designated backup centers.
• There are several critical technologies that are meshed to provide call and radio dispatch solutions that provide the District with a state of the art communication center. A combination of government employee and contractor staff are used to maintain the centers, with several highly specialized work groups that work together under the direction of Technical Leads, Program Managers, and the CITO. I also serve as a technical representative to other departments under the CITO to specify and procure IT equipment, to manage all computer room concerns including power, space, and network interconnection.
• As an A/V Engineer with COMSEC experience, I am called on by various DC government agencies to consult, troubleshoot and maintain A/V and Video Teleconference installations, including the installations within the Chief of Police's conference room, the mayor's conference, and other high security command and control locations within the DC Government.

Confidential

Sr. System Engineer / Clearance: Top Secret

• As a Systems Engineer at Criticom, I supported the company's sales force in customer video network design and troubleshooting. My experience with various advanced network technologies made me valuable in application of current and developing network design standards as required in deployment of LAN based video and voice conferencing systems. I am a team player that can be placed into advanced troubleshooting scenarios to resolve technical and procedural problems with confidence.
• I served for one year as a Tier-3 Video Conference Engineer in the design lab for DISA's DVS-II Project. The DVS-II project designed and deployed a secure video conference network solution around the world for use by all branches of the military and various levels of security classification. Most of the information for this assignment is not available.