Information Technology Program Manager

Insightful, results-driven IT professional with notable success directing a broad range of customer IT initiatives while participating in planning, analyzing, and implementing solutions in support of business objectives. Excel at providing comprehensive design, systems analysis, and full lifecycle project management. Hands-on experience leading all stages of system integration and development efforts, including requirements definition, design, architecture, testing, and support. Recognized project and program leader able to coordinate and direct all phases of project-based efforts while managing, motivating, and guiding teams.

Areas of Expertise:

• Full Spectrum Leadership
• IT Service Management
• Project and Program Management
• Customer Relations
• Cost Benefits Analysis
• Policy Planning Implementation
• Risk Assessment Impact Analysis
• Network Management and Optimization
• Technical Specifications Development
• Information Assurance
• DoD 8570.01-M level 2 IAM and IAT certified

Professional Experience

Program Manager

Transferred to US Joint Staff contract to support critical program execution and close-out activities associated with contract end, and to support pre-transition, transition activities in anticipation of follow-on contract award. Provided direction for Customer Support and Asset Management teams execution of daily activities, coordination of time critical customer relocation efforts, and completion of initial IT mission systems inventory baseline. Coordinated with government leadership to develop and implement a project activity tracking dashboard, and associated processes, integrated with the Joint Staff SharePoint portal. All efforts were completed ahead of schedule and have been implemented across the full Joint Staff organization. As a result of these efforts critical, at-risk, deadlines and obligations were met prior to new contract award.

Confidential

• Served as Deputy Program Manager for the overall AIMD sustainment contract and as Functional Manager for the AIMD Data Management Branch. Served as Lead Systems/Network Engineer, Software Development and Data Warehouse Architect, as well as, the organization's Data Steward Representative supporting the US Army and TRADOC / AIMD strategic vision. Directed and supported configuration management activities related to Army architecture lifecycle and AIMD software development lifecycle. As focal point for the development and communication of the system architecture, I was responsible for maintaining knowledge of current and developing technologies, design and analysis methodologies. Accomplishments include:
• Directed final stages of, Base Re-alignment and Closure BRAC directed, physical infrastructure EMC SAN, VMware and Physical Server Environment moves from Fort Monroe to new Primary and COOP sites.
• Initiated and managed emergency change implementation and recovery actions to return U.S. Army MAC II System of Systems to production status after relocation of server infrastructure.
• Developed technical roadmaps, models and architectural guidelines for current and future system development.
• Identified heavy development and integration requirements and began transition from sustainment to development workforce resulting in:
• Establishment of new cost, schedule and technical baselines
• Negotiation of direct contract growth, increasing staffing levels from forty three to ninety six personnel.
• Negotiation of revised Letters of Direction LoD supporting the Performance Work Statements to document revised technical and schedule deliverables.
• Establishing hardware and software baselines and developing and implementing change management processes.
• Implemented iterative software development lifecycle processes and schedule.
• Directed all Information Assurance IA catch-up/get well activities including, but not limited to:
• Establishment of new program organization, processes and certification standards to support separation of duties and exceed all IA Workforce requirements.
• Completed all documentation and drawings required to secure re-instatement of DIACAP Authority to Operate AtO for classified system of systems.
• Developed and implemented an IA Vulnerability Management IAVM plan resulting in no findings during annual AtO review on both the unclassified and classified system of systems environments.
• Represented the Army Data Steward by coordinating and facilitating DoDAF Data Standards Working Groups and bi-annual publication of DoDAF Data Standards document.
• DoDAF Data Standard 1.8 was accepted, in its entirety, as the data standard for all Joint Staff.
• Provided design, development and oversight of system architectures, including complex systems design activities.
• Established subcontract partnering relationships to facilitate meeting contract deliverables and increased staffing requirements.
• Coordinated and directed subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions 52 Direct LM plus 44 subcontract staff .

Program Manager Associate

Confidential

• Led US Joint Forces Command contract team in successful effort to reverse problematic help desk and customer support activities on newly awarded IDIQ contract. Successful efforts emphasized acumen in program/project management, talent development, process improvement, organization, innovation and leadership. Led contract growth of customer support tasks, increasing staffing levels from twenty eight to fifty eight personnel, resulting in a contract value of 12 million. Responsible for
• Coordinated requirements development and implementation of automated call distribution ACD system for managing help desk call routing and controls.
• Transformed help desk performance first call resolution rate from below 25 to greater than 50 and reduced abandoned call rate of 14 to below 5 .
• Effectively directed Customer Support task orders transformation from red to green by driving incident ticket backlogs down from 500 Jan 2009 to below 20 by October 2009 and continued by exceeding all contract metric levels throughout the 2010 and 2011 contract years.
• Coordinated initial roll-out of Joint Forces Virtual Desktop Infrastructure VDI to customer NIPRNet and SIPRNet environments and managed VDI team and activities.
• Instrumental in developing, implementing and directing an IA Vulnerability Management IAVM plan identifying staff, tools, and processes required to patch, greater than, 300 Servers and 6000 workstations resulting in an Excellent rating on Command Cyber Readiness Inspections CCRI .
• Successfully spearheaded contractor efforts to meet DoD 8570.01-M certification compliance requirements, established baseline levels by moving 252 direct and subcontractor staff across 19 task orders from 47 to 98 compliance within six months and 100 within nine months.
• Developed and implemented a staff and certification tracking system resulting in an 85 reduction in administrative overhead by tracking personnel status and certification levels across all contract task orders.
• Assisted government leadership in development and implementation of similar certification tracking system for government employees.
• Implemented the use of forward supply points for all customer support locations decreased the cycle time for new computer delivery by days that enabled team to achieve LCM replacement requirements three months ahead of schedule.

Task Lead Network Engineer,

Confidential

• Served as the Joint STARS Site Lead on IT contract at Robins AFB supporting the IT Directorate, 78th Communication Squadron, the 116th Air Control Wing, and the 560th Aircraft Sustainment Group. Responsible for cost, schedule and performance of Lockheed Martin IT contract. As well as, preparation and delivery of monthly reports and contract deliverables.
• Led team in the performance of technical planning, system integration, verification and validation, cost and risk, and supportability and effectiveness analyses for total systems resulting in successful development and delivery of the Web-based Incentive Strategy Collection and Reporting System WISCRS .
• Performed analysis at all levels of system production to include: concept, design, development, test, installation, operation, maintenance and disposal.
• Ensured the logical and systematic conversion of customer or product requirements into total systems solutions that acknowledge technical, schedule, and cost constraints.
• Performed functional analysis, timeline analysis, detail trade studies, requirements allocation and interface definition studies to translate customer requirements into hardware and software specifications.
• WISCRS recognized by the US Air Force as a Best Practice for collecting, tracking and reporting performance-based contract metrics, measures and activities.
• Authored comprehensive Configuration Management and Quality Assurance Plan.
• Served as organization spokesperson on advanced projects and/or programs.
• Acted as advisor to management and customers on advanced technical research studies and applications.

Site Manager Senior Systems Engineer,

• Served as local Site Manager on IT contracts at Robins AFB supporting the 78th Communication Squadron, the 116th Air Control Wing, the Space and Special Systems Management Directorate, and the Joint STARS Integrated Systems Support Division.
• Directed team that developed and implemented systems and system of systems, managed network access equipment, information assurance, custom graphics design, software development and customer desktop support.
• Developed and implemented server configuration plan for multi-server, best practice, LiveLink deployment, optimizing existing hardware for load balancing and effective processor utilization. Configuration included, but not limited to, Oracle Server, IIS Server, MS SQL Server, LiveLink Index Server, and LiveLink External Storage Server.
• Aggressively identified, monitored and applied DISA STIGS and Checklists, upgrades and patches to Local Area Network systems. Testing on non-production systems prior to going live resulting in 99.999 uptime of production network, server and workstation environments.
• Developed process and image for installing and configuring user workstations, through the use of Norton Ghost and ImageCast software, decreasing system deployment times by 50 .
• Increased network monitoring by employing built-in tools, software utilities and TCP/IP protocol that dramatically enhanced network utilization and provided technical users 24-hour network availability.
• Proactively ensured all mobile equipment was properly configured for immediate use, greatly expanding support to user deploying to remote sites. Reliably resolved customer trouble tickets within MIS team's service time goal of 24 hours.
• Rigorously applied licensed and revised software products to lock out computer viruses and outside hacker attacks. Division network selected as model for Unit Compliance Inspection that resulted in an Excellent rating for computer software and security observance.
• Employed Microsoft Systems Management Server to collect and distribute critical security and software updates/patches, saving an estimated 600 support hours.
• Developed infrastructure and security model used for the Integrated Digital Environment IDE , enabling Joint STARS Robins AFB to be the first to provide secure reliable Extranet data sharing and management throughout the geographically separated organization.
• Developed and implemented the Windows 2000 Server migration plan. Completed thorough research and testing to ensure stable, secure, reliable and seamless transition which resulted in the early deployment of Windows 2000 Server throughout the local environment.

Senior Network Specialist

• Network administrator for local Internet Service Provider utilizing Linux Redhat 5.1, i386 Servers, Cyclades multi-port routers, Cisco 2500 switched multi-megabit data service units DSU-CSU, multi-port hubs, Ascend MAX 4000 multi-protocol WAN access router.
• Designed / installed Ethernet 10/100baseT, BNC, Token ring, and FDDI network topologies.
• Provided hardware installation / troubleshooting / diagnostics of Intel and DEC File Servers, IDE and SCSI fixed disk, CDROM, tape drives, motherboards, video adapters, modems, serial devices, scanners, digiboards, hubs, routers, repeaters, switches, bar code readers, and printers.
• Developed custom software and scripts utilizing visual basic, CGI scripting, C , HTML, and Microsoft Access providing secure WEB access of multiple Microsoft SQL databases. Used various batch utilities to customize software installation procedures for hands-free software deployments / modifications.
• Analyzed various systems for implementation of new network installation, software deployment, hardware / software upgrades and RAID level requirements. Used various utilities and monitoring packages to benchmark and evaluate network utilization, IP resource utilization and DNS verification.
• Developed and delivered custom, hands-on, technical training for corporate clients on a wide range of office tools and applications.