IT Local Support Manager Pacific Rim Resume Profile

Objective

To secure a management position in an information technology environment, where I am afforded the opportunity to utilize and enhance my technical skills and those of the technicians working with me while helping to contribute to growth of my employer.

Background Summary:

ITIL Foundations and Intermediate Certified pursuing Expert Level ITIL Cert IT MANAGER with Project Management PMP Certification, hands-on technical skills and extensive experience in leading IT operations staff including Service desk, Desktop support, network engineering, application development, email and server engineering and administration for the federal government customers. I have a history of hiring and growing quality IT professionals and building them into a strong team where everyone's skills are appreciated, shared and developed. Along with day to day assigned support operations, my teams have successful completed projects in the following areas:
Server Consolidations
Active Directory Implementation
Network Migrations
Mail Migrations
Workstation Migrations
Enterprise Patch Management
Security Vulnerabilities Remediation
Storage Area Networks SAN
Disaster Recovery / Continuity of Operations
ITIL process improvements
Product Engineering
Quality Control
Productivity Improvement
Cost Reduction Programs
Matching IT with Business Needs

Work Experience

IT Local Support Manager Pacific Rim

Confidential

As Region 9 IT Local Support Manager for the US Government Services Administration GSA , I manage a team of 13 IT Professionals providing support for all local resources Desktop Support, Smart Phones/Tablets, WAN/LAN, IP Phones for all GSA resources in the Pacific Rim, including Mainland, Hawaii, Japan and Korea offices.

IT Manager / Project Manager

Confidential

As Project Manager, on three simultaneous government contracts including the US Department of Interior, Bureau of Reclamation Denver Office and US Environmental Protection Agency I was responsible planning and manage of multiple projects and a team of seventy UNIX, Novell and Microsoft server, GroupWise, Lotus Notes, Microsoft Exchange, software developers, database administrators', IT Security, Service Desk and Desktop Engineers. My team provides support for electronic mail, application and web hosting, server farm engineering/management, SAN engineering/management, Desktop support and Service Desk functions. Other responsibilities include: managing workstation and server hardware upgrades, Workstation OS image management including security patching, operating system upgrade migrations Windows XP unmanaged to Managed Windows XP and Windows XP to Windows 7 at multiple government sites US BOR and EPA Region 8 , meeting with group managers to meet special requirements and working with government management planners to ensure continuity of operations in the event of any emergency. Worked to improve client service delivery using implementation of an ITIL based support organization. Other responsibilities include all aspects of contract financial management, such as budget, monitoring burn rates, conducting project reviews, staff hiring/firing, coordinating with corporate senior management and support staffs, invoicing and building routine financial reports.

IT Manager / Service Desk Manager

Confidential

As the IT Manager/Service Desk Manager for the US Department of Transportation I was responsible for the management of 16 IT Professionals providing support for Desktop support, electronic mail and all servers and storage engineers. Notable accomplishments included a migration of over 3000 users from a Novel environment to a new Microsoft Windows domain structure including workstations upgrades Windows XP with Novell Client to Windows XP in Microsoft AD Forest and moving users from a Unix based electronic platform to Microsoft Exchange.

Senior Systems Analyst/System Integration

Confidential

Manager of four-person team working on deployment and management of specialized government client computer systems.

Senior Watch Officer

Confidential

Managed all operation for the National Response Center a federal level information and communications center serving the public and the National Response Team. This position required both managing the call center staff, ensuring accuracy of information, coordinating with IT Support Staff, as well as providing the Federal On Scene Coordinator with specific information for initiating a federal response to Oil, Chemical, biological and terrorist incidents.

Computer Analyst

Confidential

Maintain National Transportation Safety Board NTSB Communications Center computer systems while serving a Communications Center Watch Officer coordinating response and providing support for NTSB Go Teams for major transportation related incidents, including TWA 800.

INTRANET - Webmaster

Confidential

Designed, deployed and maintained web based application for managing information flow for all USCG Command Center and National Response Center a federal level call center operations.

National Response Center Operator

Confidential

Answered incoming calls, taking reports of oil and chemical spilled and passing information to federal response officials. Assisted in the migration from a USCG proprietary computing system to windows based workstations.

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