SUMMARY:

• Dedicated Project Manager with 8+ years of experience in the technical management area. I am highly trained in client satisfaction and dispute resolution with over 12+ years of customer service experience.
• I have successfully managed and maintained multiple projects with budgets over 500,000 dollars while leading the companies projects to completion.
• I consistently achieved record - high customer service rankings, always dedicated to learning new technology and teaching it to others.
• I have always given creative technical networking and programing ideas that have turned around underperforming operations, products and systems.
• Leading by example and ensuring the execution of all programs and polices of new projects, technical problems is my goal.
• I have also created, designed, developed, tested and approved more than several new programs, systems and polices that vastly improve company function and improved an underachieving customer service department.

SKILLS:

• AWS Architecture
• MySQL
• PMP/PMBOK
• Scrum
• Agile/Waterfall Methodologies
• Scheduling
• Linux
• Unix
• Windows 1995 - 10
• Incident Management
• Mac OSX
• Network Systems
• Remedy 6.3 - 7.6
• World Span/Sabre/Amadeus
• Software Installations
• Teambuilding and Training
• Advance Hardware Troubleshooting and Diagnostics
• Network Troubleshooting and Resolution
• Customer Service
• Switch Configurations and Replacements
• Microsoft TFS
• Development Testing
• Adobe Cold Fusion

EMPLOYMENT HISTORY:

Confidential, Washington, DC

IT Lead/Project Manager

Responsibilities:

• Maintain and evolve data management and stakeholder information sharing/collaboration tools in a federal government-approved IT environment.
• Plan and manage requirements analysis, design, development, integration, testing, deployment, and sustainment of new information technology solutions.
• Author and contribute to requirements documents, concepts of operations, capability development plans, acquisitions strategies and plans, test plans, transition/deployment plans, cost estimates, and other management artifacts.
• Evaluate solution developers’ technical, cost and schedule performance.
• Create and manage Data Center Migration plan.
• Maintained SharePoint and Active Directory
• Set up AWS infrastructure for Jira, Development environments.
• Set-up and maintain Data Center Infrastructure.
• Assisted the Quality Management Team with developing new policies on how to govern and control SharePoint.
• Assisted in the re-design and development of SharePoint.
• Create Quality Management SharePoint Policy Guides.
• Created, planned and managed all related projects IMS
• Helped change current developing team into using Agile and Scrum methodologies.
• Ran weekly Scrum meetings.
• Assisted in the creation of a CCB.
• Managed customer communications and expectations, including clients, partners, and other stakeholders.
• Participated in, co-facilitate, and facilitated interviews, working groups, and requirement gathering sessions with business and IT stakeholders to define and implement enterprise architecture governance.
• Created, reviewed, and updated documentation, as needed, including but not limited to meeting minutes, status reports, portfolio and project management artifacts, analysis/reports, and manage documentation repositories (SharePoint, Google Drive, Workfront).
• Identified and analyze data related continuous process improvement opportunities; recommend and implement approved recommendations.

Confidential, Washington, DC

Senior IT Business Analyst / Project Manager

Responsibilities:

• Managed the Peace Corps Infrastructure Portfolio that included projects like, Microsoft Exchange Upgrade, Network Re-design, Mobility refresh for domestic and international sites, and Hardware refresh for domestic and international sites which is budgeted for 5 million dollars.
• Managed 3 different teams within Operations, Networking, and Engineering that ranged from 5 to 10 different employees.
• Assisted in the creation of a Building move plan and design.
• Assisted in the analysis, setup and design of the DR to the cloud project.
• Assisted in the set up and release of HSPD-12 LACs services
• Researched HSPD-12 LAC encrypted services, single sign on services, and higher elevated functions.
• Researched and analyzed the impact and change implications of HSPD-12 PACs.
• Organized and prioritized all CIO PO&I work which included all approved and funded projects, operations and maintenance, and other work related items.
• Created, planned and managed all related projects IMS
• Managed customer communications and expectations, including clients, partners, and other stakeholders.
• Participated in, co-facilitate, and facilitated interviews, working groups, and requirement gathering sessions with business and IT stakeholders to define and implement enterprise architecture governance.
• Created, reviewed, and updated documentation, as needed, including but not limited to meeting minutes, status reports, portfolio and project management artifacts, analysis/reports, and manage documentation repositories (SharePoint, Google Drive, Workfront).
• Identified and analyze data related continuous process improvement opportunities; recommend and implement approved recommendations.

Confidential, McClean, VA

Project Manager

Responsibilities:

• Efficiently synthesize project information and accurately established project scope.
• Successfully manage and controlled budgets up to $800,000 for 3 different companies.
• Managed, driven and communicated with client counterparts to ensure a successful delivery of an Enterprise Software implementation.
• Managed a development team of 25 employees.
• Worked with different companies and helped manage their departments that ranged from 10 to 100 employees.
• Driven project initiation through full completion; which includes planning customer engagements, managing business requirements, review & signoff process, managing the execution of deliverables while controlling scope, executing the change management process when needed and ensuring timely resolution of discrepancies and project roadblocks.
• Advised clients on best practices for change management and business practices as they pertain to software uses inside and outside the organization.
• Plan, manage and communicate the progress of the project, achieving project milestones and maintain momentum of the project and outside the organization.
• Maintained clear and frequent communication paths with the cross functional teams within and outside the organization to ensure the project is progressing on schedule.
• Facilitated final client acceptance of deliverables at all stages of the projects.
• Assisted client with implementing Tableau agency wide.
• Provided regular reports to leadership and accounting on project performance.
• Monitor and address risks and issues as appropriate.
• Making sure to influence the stake holders and teams to work together to reach an end goal.
• Managed Multiple Projects while dealing with conflicting priorities.
• Solved critical issues in a time-sensitive environment.
• Proven quality assurance, risk management and change management expertise.
• Developed good working relationships with stakeholders at all levels to build consensus.

Confidential, McClean, VA

Business Analyst

Responsibilities:

• Working as a part of Agile development team to custom build CRM 2011 to 2015 and SharePoint 2010 to 2013.
• Worked with and managed 3 different teams that spanned 25 to 100 employees.
• Supporting business process re-engineering efforts to support workflow development.
• Create/maintain business process workflow diagrams for the different supported units.
• Utilization of a strong working knowledge of an experience using SharePoint and other COTS applications in the MS office suites.
• Reviewing, analyzing and modify SharePoint custom requests which include but are not limited to: List, Libraries, Web parts, Team collaboration pages, work flows, etc.
• Assisting in requirements gathering and visualization for site development/configuration/testing.
• Validate different requirements against the business process.
• Prototype for changes to the current system or new features.
• Demo to the end user to ensure we are meeting requirements and expectations.
• Identify bugs, issues and track all findings via test manger and TFS for new updates and releases.
• Perform testing to ensure functionality accuracy.
• Assisting the user, Admin Team, and Development Team in the SEVPAMS site management as provided in the SEVPAMS Governance Document.
• Assisting in development of specialized tools using Microsoft Office Suites/Adobe Acrobat/etc.
• Section 508 Compliance Certified.
• Coordinating with the project manager to provide support for acquisition of IT hardware/software.
• Providing reporting/charting/analysis.
• Provide O&M/SR support to end users and the development team.
• Plan, schedule, conduct initial training and contact UAT.

Confidential, Dulles, VA

NOC Analyst / Hardware Technician

Responsibilities:

• Serve as a Back-up Manager on Duty (MOD) in conducting and running High Severity Outage conference call and executive officer communication.
• Managed a team of 20 over 4 different networking desks.
• Open, update and close trouble tickets for Confidential vendors using Remedy and Jira.
• Perform traffic tracking & trend analysis using proprietary & non-proprietary tools.
• Monitor and track security events, real-time systems, and applied system change.
• Provide Tier 3 support to Service Desk and use proper escalations methods when escalating trouble tickets to the next level as needed.
• Respond to vendor, carrier, and customer emails, phones calls, and other forms of communication in a professional and timely manner.
• Monitor UNIX based applications that support the entire Confidential mail system including IMAP connectivity.
• Monitor Confidential Portal and Web Platforms used for Desktop, Tablets, and Mobile Phones.
• Assist Ops teams in Disaster Recovery and Host builds.
• Monitor the entire AIM complex which consists of UNIX based applications
• Provided support in a 24x7 Environment.
• Responsible for a Dayshift team of 10 people in making sure they adhere to NOC policies and escalations procedures as well as providing outstanding customer service. Serve as their coach in growth and improvement.
• Assist NOC Managers in creating training material or documentation for current employees and newer analysts.
• Responsible for monitoring and surveillance, incident management and resolution, technical support, scheduled maintenance, network configuration, and change management for the support of the Confidential network infrastructure.
• Hands-on experience with different server & network hardware platforms (e.g. Confidential, HP, Cisco, Juniper, etc.)
• Replaced Hard Drives, Raid Controllers, Chassis, PCI’s, DIMMs, and other out of warranty parts.
• Setup juniper switches for configuration.
• Ran temp cables in order to resolve server networking issues, Reconfigured Raid controllers, Rebuilt Drives after it was replaced.
• Collaborated with network engineers, field technicians, equipment vendors, and telecom carriers to troubleshoot and resolve various types of hardware and network related issues and outages.
• Actively walked the Data Center floors to check for physical issues, i.e. fault lights, pulled wires, turned off host, etc.

Confidential, Mclean, VA

Jr. Business Analyst / Senior Help Desk Tech

Responsibilities:

• Diagnosed and resolved problems in response to customer reported incidents via telephone or email access.
• Provided network services that support the office’s line and administrative program responsibilities.
• Applying new, difficult and complex assignments and developing new methods, approaches, and procedures on the help desk.
• Performed UAT’s when the client upgraded from Remedy 6.3 to 7.6
• Assisted client with creating user manual and user training guides via SharePoint.
• Responsible for creating educational training material.
• Meet with clients and team leads to go over user training requirements 2 to 3 times a week as needed.
• Performed quality control testing on different applications as needed.
• Conducted software test and implementation to ensure compliance with security protocols, policies and network specifications and requirements.
• Conducted task related to the network support and system deployment.
• Responsible for creating reports that detailed change requests, recommendations to current security policies, identifying and explaining current security threats and submitting to the operations manager.
• Troubleshooting hardware and software Windows 7 and XP, with different desktops and laptops
• Dealt with Confidential computers and HP computers, printers, and different devices (Blackberry, scanners, card readers, etc.)
• Provided direct end-user and network support for each of the following agencies located in both targeting centers: US Customs, Border Patrol, ICE, DEA, FBI, FDA, US Coast Guards and Homeland Security.
• Provided Direct IT and Network Support to the Office of International Affairs and Foreign Customs Agents.
• Working knowledge of service desk ticketing systems to enter, track, and report problems.
• Proficient in Remedy 6.3 and 7.6 System
• Managed day to day operations on all 3 shifts for a number of 70 agents.
• Worked with programming Remedy Templates and different functions within Remedy.
• Assisting users with software updates.
• Working knowledge of Active Directory creating, managing and troubleshooting network accounts.
• Working knowledge of disk encryption software for configuring, modifying, and troubleshooting devices.
• Working knowledge of different VPN clients, RSA Key Fobs, Fusion, Mobikeys, Windows Remote, Any connect, Direct Access.
• Troubleshoot PIV access on different Active Directory accounts.
• Trained new agents on Technology Service Desk process.
• Dealt with angry/difficult customers with ease, patients and great customer service.
• Created Technology Service Desk Training Guide/Manual.
• Dealt directly with site outages, application and software outages.
• Participated on bridge calls to determine the problem and the best way to fix the issue.
• Worked with management on different special projects, implementations, service changes and process changes.

Confidential, Washington, DC

Field Technician

Responsibilities:

• Working knowledge of rebuilding, repairing, and installing hardware for laptops, desktops, tablets, and printers.
• Effectively able to communicate with customers to schedule dates and times for repair, as well as explaining what is wrong with the system and how it will need to be repaired.
• Working knowledge of keyboards, I/O Devices, Card readers, Motherboards, Processors, Device Drivers, Power Supplies, video cards, optical drives, heat sink, fans, etc.

Confidential, Washington, DC

Customer Service Manager

Responsibilities:

• Created Customer Service and Companies Training Manual from scratched. Worked with different departments and all phases of the company to give all employees a detailed description of all duties and assignments.
• Trained customer service representatives and managers on new services, implementations and improvements.
• Managed 30 domestic agents and 75 international agents.
• Ordered, configured, installed and set up new computers, routers, server, VOIP system, for new building.
• Created new programs, task systems, and services to help Customer Service Representatives.
• Assisted with development of agent performance database and automated email system.
• Wrote ¾ of the company’s automated emails and company rules and regulations.
• End to end testing continuously validating all critical aspects of complex transactions, which may extend beyond the message layer through a web interface, ESBs, databases, and everything in between for a travel website using MS Visual Studio, Dreamweaver, JAVA, HTML, Unix, and Linux.
• Worked with Confidential to improve companies rating from “F” to “B”, working with the fraud and chargeback department, responding to chargebacks, and setting up online forms to improve company’s online reputation.
• Managed and maintained all security for computers systems and building.