PROFESSIONAL SUMMARY

• Experienced people and technology manager in large and small environments, project and program management and client relationships with an infrastructure engineering and customer service background.
• My management style is to standardize, create and optimize process and use quantifiable data metrics to make key decisions.

PROFESSIONAL EXPERIENCE

Current CWPS Chantilly, VA

Program Manager, Enterprise Services

Responsibilities:

• Responsible for managing customer relations, customer satisfaction and all facets of service delivery for a $2m contract based in Arlington, VA
• Manage, mentor and train onsite service desk engineers and managed remote service desk support, project services, procurement and billing processes
• Responsible for the customers infrastructure, including regional office networks throughout the country, colocation hosting, cloud hosting environment and Google G Suite
• Responsible for asset management and inventory of computers, network and infrastructure related software licenses
• Worked extremely closely with the CIO as their technical strategic advisor with a “seat at the table”
• In less TEMPthan two years of tenure, some of my accomplishments include: upgraded Meraki firewalls at all 26 locations, managed network refresh upgrades, moved server workforce from the datacenter to AWS, consolidated server resources which yields $100k annual savings over forecasted budget, replaced half the workforce laptops to upgrade from Windows 7, stood up or relocated 6 regional offices, setup 30 - 40+ construction jobsites with internet, and re-staffed the entire dedicated onsite staff to better align with customer needs, implemented new security solutions including anti-virus and web content filtering, standardized and streamlined security audits and assisted with the disposition of a property in California

Confidential, VA

Senior Manager, Field Operations

Responsibilities:

• Responsible for day to day operations, scheduling and technical oversight for all field engineering and professional services team
• Responsible for defining job descriptions, defining salary ranges, recruiting, hiring, training field engineers
• Defined and performed all facets of employee performance management, staffing, and defined updated salary ranges.
• Was a key stakeholder in defining the service delivery model for user-based unlimited support model and onsite services.
• Defined and implemented processes, procedures, standards for technical solutions while within the company-wide technical KB.
• Designed and overhauled ticket workflow throughout the entire company including service desk, field operations, professional services and customer experience teams.
• Redefined customer onboarding process, procedures and standardized documentation requirements
• Doubled the field engineering team during my tenure. Direct manager for 45+ system engineers, system administrators, and project engineers
• Worked with non-technical Account Managers to properly address customer technical escalations
• Assisted the Account Managers with aligning technical skillsets of Sys Admins and Sys Engineers with specific client needs
• Served as a technical escalation for all field, defined engineering and implementation standards, providing technical tips, workshops, training and mentorship
• Performed complex root cause analysis, post-mortem analysis, engineering and network assessments, as well as worked with senior engineers to perform the same assessments and defined standards around each
• Acted as a Subject Matter Expert delivering production ready project services to clients
• Coordinated other engineering resources as needed to complete projects
• Conformed to Statements of Work, maintained client and project expectations, and called “time-out’s” when projects go amiss
• Specialized in Vmware and Hyper V virtualization projects, P2V’s, migrations, hardware refreshes, Active Directory & DNS migrations and upgrades, file server migrations, Exchange migrations, office moves, and site build-outs
• Acted as the technical lead to halp facilitate client office relocations while successfully having the network and users fully operational by the predetermined deadline

Confidential, MD

Virtual CIO / Technical Program Manager

Responsibilities:

• Interfacing with clients at all levels of an organization and communicating with management.
• Provided strategic IT guidance and consulting, budgeting and planning for clients
• Responsible for management of over 1200 user endpoints, 170 servers, nearly 100 network devices and a number of SANs and over 60 monthly onsite engineering hours across multiple clients
• Responsible for over $600,000 annual revenue in client contracts
• Participate in project planning and revise as appropriate to meet changing needs and requirements.
• Ensure project documents are complete, current, and stored appropriately.
• Work with Remote Support to identify and resolve persistent and lingering issues by conducting root cause analysis.
• Identify resources needed to resolve issues in a timely manner.
• Develop a strong understanding of how a client uses or could use technology to grow its business
• Provide monthly statistical reports, reviewed ticket trending and provided monthly meetings with clients discuss the performance of their network and other customer satisfaction concerns
• Scoped solutions to fit changing business needs and halped devise statements of work for projects
• Manage task lists for recurring onsite engineer visits and convey them to the client
• Manage client expectations