OBJECTIVE

• Management/IT Consultant with 20+ years of experience.
• Designing, developing, and implementing business operations solutions.
• Providing Executive and Program Management Support.
• Supported industries in education, healthcare, insurance, law enforcement, pharmaceutical, technology, non - profit, and telecommunications.
• Managing program application development, data warehousing, e-business, and IS strategies.
• Supporting and supervising a highly dynamic service desk environment, development and enhancement of desktop and laptop standards geared toward customer increase customer satisfaction, and customer experience.

PROFESSIONAL SUMMARY

• Highly qualified, performance-driven, and results-focused leader leverages 20+ years of progressive experience, including subject matter expertise in IT consultancy, management, and information security. Oversees program application development, data warehousing e-business, and IS strategies while also administering mission-critical executive and program support. Offers competitive edge, unique value, and a transferable skill set for the Lead Information Technology Specialist.
• Skilled in turning around operations with process/quality improvements and strategic plans for systematic procedures. Boosts production and career development of employees by designing and delivering leading-edge training curricula. Develops and implements state-of-the-art security programs, policies, and strategies and technologies. Able to lead in the preparation and administration of security system and/or program test plans. Evaluates and assesses test results while also taking leadership initiative for instituting improvements.
• Reviews proposed policy, regulations, and procedural changes to determine impact on staff responsibility and catalyze staff ’s optimal productivity and efficiency. Ensures adherence to all security policies and procedures at all levels of an enterprise, including access management, oversight of IT security policy, enforcement, investigation, identity management, compliance, and oversight of all IT security processes.

TECHNICAL SKILLS:

Programming Languages : Visual Basic 6.0, ASP, Java, VB.Net, C#, XML, HTML, JavaScript, Perl, Foxweb-CGI, PL/SQL

Database Environments : Oracle 7/8i, SQL Server 7.0/2000, MS Access, XML

Components/ Libraries : ADO, ADO. Net, COM+, Active Directory, ADAM, DTS

Reporting Environments : Cognos 7 Series, Crystal Reports 8.5, HTML, Business Objects

Application Servers : IIS 5.0/6.0 Web server, Web Trends, SAP Basis 6.2, Windows 2000/2003 servers, Snow Leopard Sever, Lion Server

Project Management : Project Management Institute (PMI) PMBOK, IBM Summit Ascendant Project Methodology, RUP, OBJECT ORIENTED (OO), and Carnegie-Mellon SEI-CMM

Tools/Operating Systems : MS Office, Visio, Microsoft Image Composer, Dreamweaver, Microsoft FrontPage, TOAD, FileMaker, Windows (98, 2000, NT, XP, Vista, 7), Mac OSX, Unix, Linux, Remedy

Data Management : Encryption using RJindael (AES) Security Algorithm

AREAS OF EXCELLENCE

• Operations Management
• Account Management
• Project Management
• Performance Optimization
• Network Infrastructures
• Customer Service
• System Implementation
• Issues Management
• Staff Development/Training
• Design Standard Development
• Building Relationships
• Troubleshooting

EXPERIENCE

Confidential, Washington D.C.

Executive/Platinum Support Manger

Responsibilities:

• Manage a team of platinum level Technical Support team members providing service to Executives 24 X 7.
• Plan and organize activities to ensure successful completion.
• Develop, lead, and motivate a team of platinum level team members to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness.  
• Instill a sense of accountability in the team on supporting our customer.
• Provide great leadership and communication skills to manage the team.
• Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction to customers across locations.
• Communicate meaningful information, allowing management to make good decisions. To be effective, information must be clear, concise and accurate.
• Communicate in a timely fashion.  
• Lead and participate in Executive Level projects.
• Developed and maintained marketing campaign to stabilize and increase Executive/Platinum customers
• Developed meaningful data interactive reports
• Develop and demonstrate an understanding of customer and business needs.
• Resolve escalated customer issues.
• Resolve daily issues of a complex scope that impact the team and overall business objectives.
• Manage resources for optimal performance consisting of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.
• Participate and assist in driving the knowledge management process.
• Maintain a high level of employee morale within the team.
• Develop and update plans for new product/service releases.
• Prepare the support team for new product/service releases.
• Develop and enhance cooperative interdepartmental relationships and communications.
• Maintain current knowledge of industry trends and potential impact on the support business
• Manage a team of professionals, lead professionals, and supervisors/team leads.
• Practice Total Contact Ownership.
• Perform interviews for new professionals and provide feedback for promoting professionals.
• Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
• Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, and coach and assist team members to deliver quality support.Task as Subject Matter Expert for all Help Desk related analytics and customer service

Confidential, Baltimore, MD

IT Project Manager Lead

• Created and developed Composable Data Center Infrastructure Transformation Multi-Year Multi-Progression RoadMap for all of CMS
• Lead Implementation of Composable Data Center Infrastructure Transformation
• Reported to Executive Level of progress of Data Center Transformation
• Developed Agency Wide Marketing Campaign for Data Center Transformation
• Developed Badge-less Collaborative Cohesive Communication Environment for Data Center Transformation
• Oversee Multiple Multi-Million Dollar Help Desk Contracts Supporting The Affordable Care Act
• Task as Subject Matter Expert for all Help Desk related analytics and customer service
• Point of contact for Regional/Central offices as well as key stakeholders for State Based Marketplace and Federally Funded Marketplace.
• Eliminate, and Mitigate Risk through Coordination of Stakeholder
• Coordinate Support with Maintenance and Release Schedule
• Development of near real time incident reporting
• Formulate budgets and spending plans
• Identify, understand and plan for organizational and human impacts of planned systems
• Develop technical requirements are properly integrated with existing processes and skill sets
• Create a system flow
• Interact with internal users and customers to learn and document requirements used to produce business requirements and documents
• Coordinate with CORs on procurement and acquisition planning and execution
• Oversaw the implementation of the Extended Data Gathering Environment (EDGE) Application in support of the Affordable Care Act (ACA)
• Direct Contractors & Staff in support of Issuer ’s EDGE servers used to perform Risk Adjustment (RA) and Reinsurance (RI) calculations
• Collaborate to refine, define and understand security requirements
• Analyzed the Communication Processes between CMS and Issuers inside and outside the Marketplace granting Issuers the ability to transmit back to CMS for payment calculations
• Monitored Contractors with the creation of the support model for the EDGE application employing the use of Account Managers which allowed for expedited communication, outreach and tracking of incident resolution
• Collaborate with the senior management to create and communicate strategic organizational concerns.
• Develop technical input on design feasibility for IT software and hardware
• Coordinate with internal/external stakeholders to implement sufficient capacity planning methods and appropriate service level requirements.
• Provide input to Contractors and CMS that has been a very well received concept by the Issuer community which in turn permitted 841 Edge Servers set up for the 2014 data collection period
• Established internal communications improvements as well externally with Issuers, Agent and Brokers, and States (overall 70K+ members)
• Able to streamline processes ultimately reducing issue resolution efficiency and backlog of aging incidents and enhancing customer experience
• Investigate policy issues with a long-term prospective benefits.
• Increased overall preparation/readiness of Help Desk capabilities in support of current and upcoming Marketplace activities Managed presentations and market materials essential to the division
• Created corrective measures for support services within the Marketplace
• Prepare long-range plans to accomplish strategic goals of the organization.
• Creating overarching Marketplace Support Model while maintaining and improving service levels and customer service
• Spearheading major Remedy upgrade usage to improve overall efficiency as well communication amongst all support Tiers increasing customer satisfaction
• Solely focused on oversight of overall Marketplace support
• Develop, oversee, and implement the governance aspect for policies and procedures

Confidential, Baltimore, MD

CMS IT Services Analysts Lead

• Developed, implemented and maintained 24x7x365 service desk supporting federal agency of over 10,000 employees + contractors
• Developed, implemented and maintained 24x7x365 schedule for service desk for over 45 service desk analysts
• Trained and prepared over 45 Service Desk Analyst for HDI Support Center Analyst Certification
• Determine resolutions associated with tier 1 and 2 help desk support
• Developed, implemented and maintained processes for email request to provide quick, accurate and customer service focus turn around
• Maintain frequent communication with customer to determine areas of opportunity to increase customer satisfaction.
• Develop strategies, and procedure for the oversight and regulation of projects.
• Implements security improvements by assessing current situation; evaluating trends; anticipating requirements
• Improved policies related to IT investment management methods at the enterprise level.
• Applicably used policies related to IT investment management methods at the enterprise level.
• Determines security violations and inefficiencies by conducting periodic audits.
• Oversee the operations of security solutions through management of the organization's security protocol
• Developed security stance through policy, architecture and training processes
• Tasked with the selection of appropriate security solutions, and oversight of any vulnerability audits and assessments
• Monitors and oversees desktop support problems and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed.
• Facilitate implementation strategy for replacing the existing Cisco ACD system
• Develop management-reporting tools associated with metrics of help desk operations and issues.
• Maintain task tracking to ensure resolutions in a timely manner with a high degree of customer service and technical expertise to end-user and administration.
• Developed an environment of open communication throughout the service desk in order to gain analyst prospective and buy in
• Supervise, and provide course of action for Service Desk staff; provide guidance to expedite workflow and ensure work is completed in a timely fashion and in accordance with established policies and procedures
• Determine efficient staff for influx of calls while maintaining staffing budget
• Communicate with other functional area groups to create effective processes of communication to service the customer efficiently

Confidential, Annapolis & Columbia, MD

Manager

• Inspire and lead staff to provide an unsurpassed customer experience on a daily basis.
• Continuously bringing new ideas to the table by making personal connections with all team members and customers to ensure complete satisfaction in all areas.
• Fix customers ’ equipment with technical advice and timely repairs, and provide white-glove treatment to customers.
• Communicate with customers technical concepts in layman ’s terms with a sense of urgency.
• Provide and trained frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis while juggling customer and product issues with a genuine sense of urgency.
• Plan the overall workload distribution, support coordinating priorities and prepare schedule of staffing for completion.
• Serve as the go-to for technical knowledge, customer service, customer experience enhancement and a commitment to exceeding expectations at all times.
• Personally developed training seminars to staff at Confidential .
• Personally help business to meet sales goals and objectives on a daily basis.

Confidential, Silver Spring, MD

Consultant

• Managing offshore business initiatives (including 3 rd party vendors).
• Managing and facilitating project activities and tasks and a team size of 5-25 members.
• Designing and defining creative and user-appealing solutions in a controlled infrastructure and development environment.
• Business requirements gathering and customer interaction.
• User Acceptance testing, HIPAA and SOX compliance (21 CFR Part 11)
• Administered complete revenue reporting and analysis, and reverse engineering the existing data model to scale newer business initiatives.
• Migrate data from various data sources to central data warehouse and manage report development.
• Worked on short-term assignment as a Software Consultant/Systems Specialist, providing expertise on data transformation and conversion from MS Access to Oracle databases.
• Supervise the complete conversion design and manipulation of data using native data types to Oracle.
• Directed IT projects related to infrastructure development.
• Provide recommendation for design and engineering projects to meet the IT control and criteria.
• Coordinate the development of security policies, standards, and procedures
• Proactively assesses potential items of risk and opportunities of vulnerability in the network
• Experience with software and security architectures
• Solid knowledge of information security principles and practices
• Develop thick-client based business solutions using Visual Basic and SQL Server databases.
• Support and daily maintenance activities for Lotus Notes Servers & Clients
• Provided the Helpdesk with assistance in troubleshooting and resolving Lotus Notes client issues.
• Performed daily administrator activities such as user creation, deletion, and access right modifications for all messaging related systems.
• Responsible for patch cabling, networking, routers, switches, hubs, gateways, etc …
• Engagement of vendors for hardware problems
• Participate in Service Desk development of escalation procedures and participation in 7x24 On-Call Support Rotation
• Direct appropriate documentation development as required to enable the conversion of design projects to production business level.
• Perform hardware reconfiguration, Hardware Lifecycle Management, and maintain and enhancing systems security
• Coordinate activities for areas of service delivery, such as Storage, backup, and other IT operations.
• Led development of reporting tools from Business Objects Crystal Reports for Kaiser Permanente web-based scheduling.
• Design of architecture to support full-lifecycle development of universes and reports for Senior level management as well as other
• Senior level stakeholders.
• Developed a proof-of-concept reporting system, established requirements of collection, refinement, and validation, and produced design documentation.
• Managed Migration of Data Center for Philadelphia Police Department in conjunction with Memex Terrorist Intelligence Integration
• Coordinated with facilities, and IT staff, determined critical network gateways for quick transition, and created vital standards for system assessment.
• Provided senior-level software, hardware, network, and project management expertise to many clients, such as; City of Philadelphia Police Department, Dow Jones, IBM, J&H Marsh & McLennan, Keystone Mercy Health Plan, Massachusetts Department of Human Resources, GlaxoSmithKline Beecham, and Verizon.