SUMMARY:

Versatile and innovative professional with extensive network and system management experience across multiple technical environments. Analytical strategist skilled in successfully implementing processes that enhance organizational initiatives. Collaborative communicator focused delivering in - depth user support. Proven record of leading complex projects from inception to completion. Highly regarded for expertise on technical products.

AREAS OF EXPERTISE INCLUDE:

• Information System Management
• Comprehensive Technical Support
• Project Administration
• Strategic Analysis & Development
• Software & Hardware Platforms
• Data Management & Reporting
• LAN/WAN Network Administration
• Cost & Budget Planning
• Knowledge of design & development
• Business & IT Planning
• Staff Training & Leadership
• Scheduling
• Requirements Gathering
• Enterprise wide Implementation
• Troubleshooting & Resolution
• Resource Planning
• Process Improvements
• System Migration / Integration

TECHNICAL PROFICIENCIES:

• Apple iBook & iMac Systems
• Avaya
• Blackberry
• Cisco Catalyst Ethernet blades
• Cisco Routers 1841, 2620MX
• Cisco Switches 2950, 2960
• DELL Laptops, Desktops & Servers
• HP LaserJet
• PC & Android Tablets
• Personal Digital Assistants
• PowerConnect 2708/2716/2724
• Xerox Laser & Ink Printers

• Active Directory Administrative Center
• Citrix Receiver
• Flexera AdminStudio
• GoToMeeting
• Lync 2012 &2013
• Microsoft Active Directory Computers
• Microsoft Active Directory Users
• Microsoft Office 97, 2003, 2007, 2010 Microsoft Visio 2007 & 2010
• SAS 9.4
• SCUP
• WSUS
• XenApp & XenDesktop

• Distributed Resource Scheduler
• ESX Server 3.5
• Fault Tolerance
• High Availability
• Standalone Converter 3.0
• Update Manager 1
• VCloud Suite
• Virtual Desktop Infrastructure
• Virtualization
• VMware View
• Vsphere 3.5/4.1/5.0
• Workstation 6/7

• Linux-Ubuntu
• Mac OS X Snow Leopard 10.6.8
• Windows XP, 7, 8.1 & 10

• Internet Explorer 11
• Lotus Notes 4.6 - 6.5
• Lotus Domino Server
• MS Outlook & Express
• Microsoft Office 365

• Ad-Aware
• BitLocker Drive Encryption
• CheckPoint
• Credant
• EnCase
• ForeScout
• Malwarebytes Anti-Malware
• McAfee
• Norton Antivirus
• Norton Utilities
• PC Tools Spyware Doctor
• Vipre Antivirus

• ADM
• Adobe Creative Cloud
• AdvanceInstaller
• Android Devices
• ARCSERVE Data Backup
• Blackberry Manager 4.0
• Call Center Dialer
• Cisco AnyConnect
• Cisco Desktop Agent
• Cisco Meeting Place
• Cisco System VPN Client
• Cisco Unified Communications
• Cisco Unity Voicemail
• CRM
• Deltaview
• Desktop Central
• Disk Warrior (MAC)
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol
• F5 VPN
• FireBird
• Five9
• Ghost 8.5, 11.3
• GSM
• Guardian Edge Protection iManage iPhones
• IP PBX
• ITSM 6.2
• JAMF
• LANDesk
• LYNC
• MBAM
• Microsoft Deployment Toolkit
• Microsoft IIS 6.0/7.0
• Microsoft Remote Desktop
• Microsoft Sysprep Tools
• MS Active Directory 2003/2008
• MS LiveMeeting 2007
• MS Office 2011(MAC)
• MS Office 365 (PC)
• MS Office Communicator 2005-2007 R2
• Office Converter Technology
• Partition Magic
• PGP Encryption Software
• Pointsec 6.1.3
• Pointsec Device Protector R73
• RealVNC remote control software
• Remedy 6.3
• RemedyForce Console
• ReportIT
• RSA ACE Server 6.0
• Shavlik
• SEPM
• SCCM 1511, 1606, 1706
• SMS Admin Console 2003
• SNS
• SuperDuper (MAC)
• Swimage Encore Conductor
• Symantec’s Enterprise Vault Client
• Symantec’s PcAnywhere 11
• Symantec Endpoint Protection
• Software Center
• Solar Winds
• Timbuktu 8.6
• TrueCrypt
• VERITAS WinINSTALL LE
• Vicidial
• Virtual Box
• V Logger
• WDS
• WSUS

EXPERIENCE & NOTABLE CONTRIBUTIONS:

Confidential, Washington, DC

IT Program Manager

Responsibilities:

• Responsible for maintaining connectivity for classified and unclassied Voice, Engineering, VTC and IT services.
• Ensured all reports and deliverables are prepared and provided on time to meet the Government requirements, and priorities by using Ivanti and Xtraction.
• Responsible for hiring, salaries, work assignments, performance reviews, recognition/disciplinary actions and development of all personnel
• Interacted daily with key customer personnel ensuring that contract requirement are satisfied; Ensured all changes to the infrastructure were documented in accordance to informational technology deliverables; the overall program/project plan
• Managed all scope and documentation. Drafted weekly/monthly project communication reports, presented at Director's meetings
• Organized and participated in facilitation of training sessions for business and technology teams, introducing new vendor's sales commission web tool
• Responsible for budget, resources, tasks and dashboard report management in Clarity
• Maintained project schedule, action and issues log, decision and change control matrixes while ensuring compliance with ISO 9000 quality documentation and process standards
• Spearheaded an initiative for achieving greater accuracy in resource demand planning.
• Meticulously monitored risks and proposed mitigation plans.
• Motivated and mentored the project team to deliver business critical projects within aggressive schedules.
• Conducted performance appraisals for reporting team members. Managed training and career development plans of the team.

Environment: Solar Winds, SCCM, Storage support, Microsoft Exchange, Windows 7, Windows 10, Server support, in-house ticketing system, Desktop support, Hardware Support, MDT, Imaging, Server support, Office moves, Cisco AnyConnect VPN, RSA Tokens, PIV cards, HP laptops, ForeScout, Check Point, Office 365, Office 2016, Microsoft SkyDrive, Skype for Business, Smart Card Authentication, VTC Support. Ivanti, Xtraction

Confidential, Washington, DC

IT Help Desk Manager

Responsibilities:

• Currently manages Tier 1 (help desk support), Tier 2 (desktop support), and Regional support, Tier 3, (System admins and engineers) of a total of 43 people. My staff focuses on fantastic customer support/troubleshooting user workstation issues and configurations to server and configurations. We also provide hardware support as well as software support. Provides leadership skills, training, motivation, performance evaluation, coaching, recognition and accountability for assigned employees and functions.
• Supervised and trained a team of 43 in customer support operations, basic network operations, planning and procedures. Directs and schedules all personnel and/or subcontractors as required for effective work completion of all tasks and functions.
• Is thorough when performing work and conscientious about attending to detail.
• Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Implemented and improved user workstation tracking system that resulted in 100% accountability and a faster turnaround time of repairs.
• Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
• Implemented and improved technical view of in house ticketing system that resulted into ticket being updated on a daily basis meeting our AQL.
• Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Placed emphasis on network security, make certain computer systems were 98% DoD compliant as well as our loaner machines for users.
• Established new processes and procedures on responding to various incidents, significantly increasing response time and improving overall customer service.
• Managed and monitored call center tools, voice mail systems and customer service tracking tools and made some adjustments to better meet our AQL.
• Maintained daily, weekly, and monthly statistical reports. Personnel accountability and performance management to include personnel reviews, timesheet review, leave request, counseling, coaching, disciplinary actions, and recognition for assigned staff members.
• Implemented processes and ensured helpdesk met ITIL standards.
• Interviewed, hired, and trained all new Help Desk employees in the National office as well as the Regional offices.
• Analyses situations, evaluates alternatives, and implement solutions within standards.
• Interpret guidelines and analyze actual information to adapt or modify processes in response to changing circumstances.

Environment: Solar Winds, SCCM, Storage support, Dame Ware, Windows 7, Windows 10, Server support, in-house ticketing system, Desktop support, Hardware Support, MDT, Imaging, Server support, Office moves, Cisco AnyConnect VPN, RSA Tokens, PIV cards, HP laptops, ForeScout, Check Point, Office 365, Office 2016, Microsoft SkyDrive.

Confidential, Washington, DC

IT Project Manager

Responsibilities:

• Oversee multiple projects across all phases of development. Communicates status of program/project to internal and external stakeholders via SharePoint tools and/or meetings minutes
• Manages the evaluation of risk and opportunity impacts to existing or proposed projects and implements risk mitigation actions
• Led teams across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.
• Defined processes and tools best suited to each project. Moved between agile and waterfall approaches depending on project specifics and client goals, creating detailed project road maps, plans, schedules and work breakdown structures.
• Monitor workflow and make timeline adjustments as well as provide cost estimates and resource plans.
• Develop and maintain Status reports weekly or by request by management through SharePoint Project Management tools and/or MS Project.
• Led design and multinational rollout of robust, scalable and secure electronic data interchange (EDI), enterprise resource planning (ERP) and point-of-sale (POS) systems for clients
• Manages the execution effort for the project to control scope, schedule, quality, risk, and customer satisfaction in accordance with the stakeholders’ requirements while ensuring success of Confidential 's strategic objectives for the program
• Creates and manages Project Schedule and/or Work Breakdown Structure as the instrument to convey plan, progress, delays, risks, and mitigation plan to get back on track.
• Implement and maintain development best practices and contributes knowledge for SOP’s or instructions.
• Serve as liaisons between technical and non-technical departments in order to ensure that all targets and requirements are met by conducting project meetings for proper project tracking and analysis.
• Reviews invoices and providing approval/disapproval recommendations to Contracting Officer’s Technical Representative(s) (COTRs)
• Directed global rollouts of new software and systems
• Manages the development phases of the Systems Development Life Cycle (SDLC)
• Ensures that the appropriate personnel review deliverables and provide comments in a timely manner Resolves any relationship problems or conflicts that impede progress, insuring that contractor staff work effectively toward timely completion of projects
• Project-managed large-scale initiatives involving the transition of programs to new platforms and the merger of disparate systems for the client.
• Develops information systems testing strategies, plans, or scenarios, as well as develops and implements information systems security plans and procedures
• Analyzes urgent problems and issues; calls attention to potential advantages or disadvantages of utilizing particular courses of action under varying situations; and recommends alternative actions as solutions to problems.
• Conducts research, develops facts and, on the basis thereof, develops courses of action to resolve special problems referred to the Division Director for objective executive determination

Environment: Quad Reporting, Custom software developments, Database developments, System Integrations & Migrations, Enterprise Implementations, Microsoft Project, Microsoft Access, Microsoft Excel, Microsoft PowerPoint, Smartsheet, Slack, Workfront, Sprints.

Confidential, Washington, DC

Network Engineering IT Manager

Responsibilities:

• Oversees the Network Engineering Team of 17 Engineers, while handling the day to day escalations to remove an impediments for the team to be successful
• Ran Sprint meetings to stay up to date with projects and assigned work according to each individuals strengths
• Devise recommendations for senior leadership on technical products that advance security and anti-hacker programs.
• Administer systems troubleshooting and SCCM patching packages across the entire enterprise.
• Initiate SCCM remote control desktop software to improve operational functioning across the entire department.
• Investigate installer packages utilizing Install Shield with VB Script and PowerShell scripting.
• Provide training and technical reporting for Tier 1 and Tier 2 and additional groups for new network systems.
• Administer troubleshooting for MACs and JAMF patching packages across the entire enterprise.
• Benchmarked, analyzed, reported on, and made recommendations for the improvement and growth of the IT infrastructure and IT systems
• Communicated regularly with stakeholders regarding pertinent IT activities
• Communicated updates, service times and usage best practices throughout the company
• Confirmed effectiveness of solutions by interacting with user base and understanding their challenges
• Defined and implemented disaster recovery and backup procedures for systems managed by the team
• Defined delivery and support plans for implementing appropriate information technologies
• Developed and implemented all IT policies and procedures
• Directed IT Department operational and strategic planning, including fostering innovation, project management, and organizing and negotiating the allocation of resources.

Environment: SCCM 2012R2, SCCM 1606, MDT, BitLocker, PIV cards, LANDesk, WSUS, SCUP, XenApp & XenDesktop, Credant, ForeScout, JAMF, Remedy, SEPM, ADM, Flexera, XenApp, XenDesktop, Windows 7,8,10, Iphone, Android phones, Cisco AnyConnect, ITSM 6.2, Shavlik, Mac OS X, Citrix.

Confidential, Rockville, MD

Windows Workstation Systems Administrator, SCCM Engineer

Responsibilities:

• Structure the conversion from SCCM 2007 to SCCM 2012 with an emphasis on seamless operations in the transition.
• Monitor the integrity of all patching and update management at the Tier III engineering level with in-depth evaluations.
• Execute the troubleshooting of failed package deployments and lab installs and tests to validate of patch integrity.

Confidential, Tysons Corner, VA

WINDOWS ENGINEER/IT PM

Responsibilities:

• Oversaw between 20 to 25 projects simultaneously; managed full life cycle of projects from inception through completion.
• Developed and monitored project budget requirements; reviewed billing and contracts.
• Reduced infrastructure costs through revamping of existing program; introduced streamlined processes and procedures that incorporated HR and logistical improvements resulting in an annual cost savings of 20%.
• Successfully built highly flexible, diligent, collaborative problem solving teams from every department within the Capital One enterprise.
• Participated in PMO activities, including demand and project portfolio management, facilitated prioritization workshops and communicated with senior management and stakeholders.
• Developed and implemented a number of processes to improve quality and increase productivity in the areas of data quality, code maintainability and customer service.
• Led teams through the full software development life cycle, including requirements, design, development, and product testing and production deployment.
• Managed and directed the successful installation of more than 10,000 wireless access points, 40,000 switches/routers and more than 30,000 wireless desktop computers within different regional offices.

Confidential, Washington, DC

Windows Desktop Deployment Lead

Responsibilities:

• Travelled with a team of 8 to perform Windows 7 and Office 2010 deployments in several different states
• Trained users on POINTSEC security software, comprehensive encryption software, True Crypt, WinZip and Bit Locker.
• Troubleshot Bloomberg/Thomson Reuters Systems terminals, equipment challenges and software issues.
• Kept up to date on industry developments and best practices
• Maintained quality of service by establishing and managing to organizational standards
• Managed large data imported initiatives for new and existing customers
• Oversaw provision of end-user services, including help desk and technical support services
• Provided proactive analysis of key metrics, project milestones, and departmental priorities
• Recommended, engineered and managed office systems, including centralized productivity and communication systems such as e-mail and centralized desktop environments
• Worked effectively with various stakeholders (executives, department heads, end users, vendors, or consultants) to define business and systems requirements

Environment: USMT, Swimage Encore, MS Office 2010, Windows 7, enterprise migration to Windows 7, Virtualization, RDP, ADM, Microsoft Excel, Microsoft PowerPoint, Citrix, TrueCrypt, Winzip, ISO, POINTSEC, BitLocker.

Confidential, Greenbelt, MD

Desktop Support Manager

Responsibilities:

• Supervised deployment and upgrade of 1400 desktop systems in 5 regional offices streamlining Operating System environment along with distribution of new software applications, patches and updates.
• Established, documented and maintained organization's hardware and software standards allowing for a reduction in overall support call volume.
• Lead, develop and mentor providing career growth opportunities for all technical support staff.
• Manage customer relations and expectations and exceeding established service level agreements by 12% annually.
• Manage Physical Support for Data Center Operations resulting in an overall outage percentage of .05% monthly supporting 70% of Confidential Revenue's in my first year.
• Resolved 98% of assigned work orders on first call & trained agents on how to have better AHT.
• Continuously improve Equipment Management processes and tools to include Patch Management, Printer Management and System Management
• Provide work directions, mentors staff, and sets deadlines to ensure timely completion of work
• Establish and Maintain strong working relationships with various Department contacts both inside and external to MIS
• Create and maintain local network printing services
• Remain current on developments in desktop and network hardware/software offerings
• Ensure Work Order assignments are managed and resolved within SLA metrics
• Perform functions related to maintaining and improving IT infrastructure

Environment: ARC serve data backup, Blackberry Manager, MS Office, SMS, Ghost Server, CRM,, Virtual Desktop Infrastructure, office converter technology, Microst desktop, RDP, Micosort Offoce 2010, Symantec, MS Live Meeting, Partition Magic, PBX, MBAM, PGP Encryption software, Virtual Box, Lotus Notes.

Confidential

Junior System Engineer, Sterling, VA

Responsibilities:

• Managed control protocols for LAN / WAN infrastructure.
• Ensured proper DNS, IP, Firewall, VPN, and server configuration for customer networks.
• Performed T1/T3 testing and acceptance.
• Reported technical challenges and proposed resolution strategies to senior management.
• Installed, configured and supported DHCP, DNS, and GPOs through Active Directory.
• Performed VERITAS Backup and Net Backup to facilities for server backup and recovery. Planned and built test environment in IOT lab.
• Analyzed and documented complex issues arising from handset/network interaction.
• Hosted and collaborated with handset vendors in test planning, design, system integration, testing and troubleshooting
• Wrote a VBScript that tracks each instance of a vulnerability, automatically generated tickets, and automatically closed tickets when it is remediated.
• Wrote VBScripts that read from various files from different systems, and output highly detailed reporting data to Excel. Created scripts to test all device/phone functions to run on Mobile Complete software. Monitored functionality of in-house mobile applications and third party applications during peak usage hours. Provided statistics for test runs for review by Business Operations Department.
• Documented all batch operations steps and procedures as they were automated by System Teams. Provided training presentations for new hires and contractors and created the Knowledge Base.

Environment: VBScript, Mobile software, Citrix, Secure Notebook Solutions, DEA proprietary software, remedy, Firebird, Guardian Edge Protection, McAfee, MS Server software, tape backups, Timbuktu, Routers, Firewall, firewall change request, static IP requests.

Confidential, Chantilly, VA

HELP DESK & DESKTOP SUPPORT

Responsibilities:

• Installed applications and updates required to execute programs remotely. Included diagnosis and troubleshooting of SMA hardware and software concerns for a work environment of over 5000 end user workstations.
• Maintained Active Directory. Completed set up, maintenance of organizational unit and user accounts. Assigned permissions to local user accounts.
• Configured user account policies, password policies and configured account lock-out policies.
• Restored User profiles and configured and restored .PST files.
• Diagnosed user connectivity issues with the network not limited to email, web applications, virtual apps, and citrix.
• Researched and resolved issues/inquiries daily
• Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner
• Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management
• Documented all inquiry activities in the appropriate reporting system
• Provided responses to inquiries in writing using professional email skills

Environment: Web applications, RDP, Citrix, MS Office 2007, MBAM, Blackberry Manager, Virtualization, CM trace,

Confidential, New Castle, DE

Acting Manager

Responsibilities:

• Directly managed, developed, motivated and trained a staff of 16 call center reps.
• Led a process improvement analysis and implementation that reduced caller wait times from within hours to minutes.
• Generated weekly reports to monitor department and improve customer service
• Designed training programs to better provide exceptional customer care, monthly reports, and quarterly meetings as well as employee evaluations
• Operated numerous call center dialing systems to maximize contact ratios and customer sales
• Monitored software and back-end sales trackers, nuisance reports, performance reports and payroll
• Interfaced with general manager and vice president for performance, goals and budgets

Environment: MS Office 2007, Confidential Proprietary software, Comtrac, call center dialer software.