SUMMARY

To secure an Information Technology Management position in which acquired expertise, creative talents, and commitment to Customer Service Excellence will have valuable application.

RELEVANT EXPERIENCE

• Innovative professional with Fourteen plus years of progressive management and project management expertise in Information Technology, with demonstrated initiative, creativity, and success. Proactive leader/manager with experience in multi-domain and global enterprises.
• Expertise in resource management and planning, to include personnel management, budgeting, customer service, staff training, supervision and mentoring.
• Professional trained and certified in Project Management and ITIL Information Technology Infrastructure Library .
• Highly skilled in scheduling and management of personnel to meet the needs of high level government customers.
• Known for developing new strategies, and tools for deployment of hardware, software requirements within the Information Management Center.
• Experience in managing resources in excess of 200 Service Desk, Desktop Support, Managed Print Services Technicians and Engineers.
• Experience in large Service Desk environment to exceed 20,000 users collectively.
• Over 10 years' experience DoD environment.
• Proven track record of increasing positive customer care feedback.
• Proven Track record of increasing percentage metrics on Service Level Agreements.
• Daily operation of the Secure Mobile Workstation roll out and implementation Team Executive office of the President.
• Project Manager for CAC/BLACKBERRY implementation. Managed team for encrypted wireless device installation for the Department of the Army. Completed on time.
• Managed Project's to refresh over 20,000 PC's, Laptops, Print devices within the DoD, DoED. Completed on time.
• Managed project to deploy over 9,000 CAC encryption readers in the DoD. Completed on time.
• Managed project to migrate in excess of 7,000 users to new operating system, Department of the Army. Completed on time.
• Lead project to migrate 5,000 end users to new OS and physically move to new location for the Food and Drug Administration. Completed ahead of schedule.
• Set up and implemented, and completed, an ITIL Assessment for the Army Research Lab, Adelphi, Maryland. Research lab was ITIL aligned for IT processes.
• Local, Regional, National Desktop Services/ Managed Print Services Supervisor.
• Operational Support for the Office of the Secretary of Defense.

EXPERIENCE

Confidential

• Operational support of a large scale Service Desk environment for the Department of Defense DOD , Office of Secretary of Defense OSD .
• Manages a large 7x24x365 Service Desk environment, consisting of about 200 Service Desk Analysts, supporting over 20,000 users.
• Responsible for monthly Service Level Agreements and contractual deliverables.
• Trains, mentors, and coaches the Service Desk/Desktop Support Managers, Service Desk/Desktop Support Leads, Service Desk/Desktop Support Analysts in all aspects of providing technical support.
• Manages all personnel issues including staffing, performance management, evaluations, and training
• Develops and implements performance measuring tools to analyze the Service Desk call flow and incident management process to establish best practice techniques and strategies to facilitate outstanding customer support.
• Generates and presents metrics, reports, information, and improvement recommendations to upper management.
• Implemented ITIL service delivery within the OSD Service Desk environment.
• Recommended and assured compliance with policies, procedures, and standards.
• Initiated and Implemented HDI HelpDesk Institute personnel certification, 88 certified qualifying for Team certification award.
• Initiated and Implemented HDI HelpDesk Institute Service Center certification, self-evaluation. Service Center certification is in process.

Confidential

Senior Services Delivery Advisor

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7, regional, and nationwide basis, as the National Desktop Support manager. Responsibilities include the management and oversight of service delivery processes, incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during service engagements from tactical incident based to strategic Global Account Management Strategies . Overall management of local DC and Regional Technicians to include scheduling resources in all Department of Education locations in the U.S. and Puerto Rico. . In addition to the Desktop Services Manager position, manages the National Regional Managed Print Services. This consists of over 7,000 print related devices in all Department of Education locations in the U.S. and Puerto Rico. Manages Dell personnel as well as oversees the resource management of three on site subcontractors and vendors.

Confidential

Desktop Services Delivery Manager

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7, regional, and nationwide basis, as the National Desktop Support manager. Responsibilities include the management and oversight of service delivery processes, incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during service engagements from tactical incident based to strategic Global Account Management Strategies . Overall management of local DC and Regional Technicians to include scheduling resources in all Department of Education locations in the U.S. and Puerto Rico. . In addition to the Desktop Services Manager position, manages the National Regional Managed Print Services. This consists of over 7,000 print related devices in all Department of Education locations in the U.S. and Puerto Rico. Manages Dell personnel as well as oversees the resource management of three on site subcontractors and vendors.

Confidential

Workstation Project Manager

• Duties include but not limited to the overall daily operation of the Secure Mobile Workstation roll out and implementation Team. Responsible for reporting the weekly and month progress and accountability of the Implementation Team. To insure timely delivery of secure encrypted laptops to VIP customers in the White House Office, East Wing Office, West Wing Office, and the Office of Administration. Responsible for collaboration with government personnel on scheduling and reporting of installations, and maintaining and meeting the project milestones. Coordinates and manages a group of twelve engineers that customize, configure and install the secure laptops.
• Training and mentoring the new incoming Service Desk Manager and Service Desk Lead.
• Participated in an Incident Management startup program to better ITIL align the EOP. Did a baseline assessment of current workflow and provided recommendations.
• Insured the Service Desk and Desk Side Support personnel were HDI certified by working with the Corporate Trainer and the L-3 IT University Mind Leaders .
• Insuring Quality Assurance was in place for process work flow and expeditious ticket routing, by implementing a Quality Assurance Manager at the Service Desk level. This resulted in a low 80 FCR First Call Resolution , to a mid-90 FCR.
• Overseeing the Asset Configuration Management position for the EOP. Insuring assets are properly inventoried in data bases as they are deployed for each of the 7 components of the EOP. This includes blackberry devices, workstations MAC's and secure mobile laptops.

Project Manager - Confidential

• Duties include but not limited to the overall daily operation of the IMEN VTC Engineering Team. Responsible for reporting the weekly and month progress and accountability of the Engineering Team. To insure proper preventative maintenance task and scheduling are conducted. To oversee all vendor related installations of VTC equipment as defined as requirements and all warranty and service agreements. To work closely with the Requirements and Analysis division as required, determining Agency and Customer need. To perform walk through and design analysis to insure accurate requirements for the customer. Responsible for collaboration with government personnel on cost quotes to vendors for submission to bid.
• In addition to the daily operation Reports on emerging technology to managing every detail of conference room integrations. Provides technical advice on current technology as well as advising the customer on the pathway forward to stay on the cutting edge of technology. Analysis of customer requirements for VTC/Multimedia room designs and recommendations on a preferred solution that optimizes engineering, management, and cost parameters. Creates detailed parts list once a solution has been decided on by the customer. Analyze business processes, and develops plans for re-engineering and replacing legacy systems to improve customer productivity, enhance maintainability, and reduce costs. Prepares engineering designs for VTC systems and networks. Creates test plans which will allow for a proper evaluation of hardware and software being considered for implementation. Evaluates Vendor submissions for compliance with customer's specifications. Verifies all products are JTIC approved and alerts the customer if something is not DISA compliant. Coordinates and manages a group of six engineers that integrate small to medium video conferencing rooms. Develops and implements detailed project plans for these projects, coordinates with the customer for timelines. Prepares and presents training information to technical staff and user personnel. Created and Maintains a SOP for the VTC Branch.

Confidential

Project Manager - CIOC Corporate Information Operations Center ARL Army Research Laboratory

Duties include but not limited to, oversight of day-to-day operations, including after hour emergencies, CIOC Activities and Change Management of the CIOC Network Operations Center NOC . Process and procedure development and maintenance. Interface with functional groups. Facilitated and tracked all ARL IT related projects as they pertain to CIOC, and coordinate periodic progress reviews to key staff. Maintain professional appearance of CIOC facility. Participate in generating and ensuring that staff adheres to Service Level Agreements SLA's . Responsible for the Network Monitoring and overall health the Army Research Laboratory at three additional sites, Army Research Office, North Carolina, Whitesands Missile Range, New Mexico, Aberdeen Proving Ground, Maryland. Set up and implemented, and completed an ITIL assessment for the Army Research Lab, Adelphi, Maryland. Research lab was ITIL aligned for IT processes. Additional duties included overseeing the Tier I and Tier II Service Desk at the Adelphi site.

Confidential

Project Manager

• Duties include but not limited to the overall daily operation of the IMEN VTC Engineering Team. Responsible for reporting the weekly and month progress and accountability of the Engineering Team. To insure proper preventative maintenance task and scheduling are conducted. To oversee all vendor related installations of VTC equipment as defined as requirements and all warranty and service agreements. To work closely with the Requirements and Analysis division as required, determining Agency and Customer need. To perform walk through and design analysis to insure accurate requirements for the customer. Responsible for collaboration with government personnel on cost quotes to vendors for submission to bid.
• In addition to the daily operation Reports on emerging technology to managing every detail of conference room integrations. Provides technical advice on current technology as well as advising the customer on the pathway forward to stay on the cutting edge of technology. Analysis of customer requirements for VTC/Multimedia room designs and recommendations on a preferred solution that optimizes engineering, management, and cost parameters. Creates detailed parts list once a solution has been decided on by the customer. Analyze business processes, and develops plans for re-engineering and replacing legacy systems to improve customer productivity, enhance maintainability, and reduce costs. Prepares engineering designs for VTC systems and networks. Creates test plans which will allow for a proper evaluation of hardware and software being considered for implementation. Evaluates Vendor submissions for compliance with customer's specifications. Verifies all products are JTIC approved and alerts the customer if something is not DISA compliant. Coordinates and manages a group of approximately six engineers that integrate small to medium video conferencing rooms. Develops and implements detailed project plans for these projects, coordinates with the customer for timelines. Prepares and presents training information to technical staff and user personnel. Created and Maintains a SOP for the VTC Branch.

Confidential

Directed all deployments of all new workstation, laptop computers, and operating system upgrades for the DOD, Department of the Army. Tasked with the total deployment of installations and upgrades in excess of 250 workstations per week. Responsible for the imaging of all computers in accordance with DOD directives, maintaining strict guidelines for DOD security and compliance of approved software. Responsible for, and directing the management of 15 team members within the branch, to include scheduling of installations, and personnel and maintaining databases to track all work performed and the reporting of all work to the Federal Contracting Representative within the branch.

Confidential

Implementing and deploying wireless devices Blackberry to Senior Level end users within the DOD community. Providing encryption, through the use of PKI/CAC level encryption. Responsible for maintaining Databases to track and implement the installation of the wireless devices. Responsible for the scheduling of a Team consisting of in excess of 15 team members. Program enables end users to digitally sign and encrypt e-mail messages on the portable devices as required by DOD directives.

Confidential

Developed strategies and tools for the back up of data in preparation of the migration of end users from Windows NT-4.0 and Windows 2000 operating systems to Windows XP Professional, in an end user enterprise in excess of 7,000 users. Managed a team of 14 engineers that utilized the PTPRO migration tool and the ghost 8.0 program, which was then utilized for the re-imaging of the workstations.

Confidential

Developed and orchestrated the deployment and configuration of local workstation encryption and log on devices common access card to the National Capital Region, Department of the Army, in an enterprise of over 9,000 users. Managed a team consisting of 8 Technicians. Program enabled end users to digitally sign and encrypt e-mail messages as required by DOD directives. Project included the deployment of hardware and software consisting of 4 different CAC readers and 3 software packages.

Confidential

Duties included, but not limited, the daily response to end users request for assistance and or hardware, software configuration, utilizing the MAGIC program.

Project Lead

Fulfilled the position of Project Lead PRIME for the backup and migration of 5,000 end users for the FDA, from their downtown Washington, DC location, to a new facility in College Park, Maryland. Supervised a team consisted of 5 technicians.

Confidential

Computer Electronics Technician, Team Lead

Functional role Hands On as the on-site Technical Lead. Directly responsible for, but not limited to, the installation of switches, routers, personal computers, laptops, to State and Local government agencies as required. The Team installed the Computers in the Classroom program for the Baltimore City school system, consisting of over 70 public schools. The Team installed and maintained the network infrastructure at each school. Experienced with terminating Fiber Optic connection and media transceivers, setting up switches and routers for configuration and setting up the subnets, and internet protocol addresses for use on the network.

TECHNICAL SKILLS

Helpdesk Management. Staff and end user technical training, Resource planning, hardware, software installation and configuration. Ghost imaging, data migration and back up. Public key, common access card installation. PC installation, Server installation, and configuration. MS Exchange, MS Outlook, MS Office Suite. Citrix configuration, wireless networks Access Point . Bay switches, Nortel, Cisco concentrators, Dameware Remote Admin, SMS, Hyena, Remedy, Magic, HP OpenView, Active Directory, Computer Associates Unicenter ServiceDesk ServicePlus, Unicenter Network System Management, Unicenter Asset Management, Unicenter Software Delivery, Primavera- Team play, MS Project. VTC design engineering, implementation. ITIL Service Delivery. Data Armor disk encryption.