SUMMARY:

Results - driven professional with over 15 years of demonstrated success in the Federal Government Telecommunications and Information Technology Services industries. Successfully managing the delivery and oversight of IT Enterprise-wide Operations and Maintenance (O&M) services. Specific experience in leading people and project teams, designing and implementing telecommunications /network systems, and managing multiple budgets and resources within a fast-paced environment. Possess a deep understanding of existing/emerging technologies as well as a strong customer service orientation with demonstrated willingness to meet and exceed client expectations. Additional areas of strength and expertise include:

• Datacenter Operations /Infrastructure
• IT Service Delivery
• Program /Project Management
• Business Development
• Risk Management
• EVMS Methodologies & Techniques
• Enterprise level IT projects
• Fiber Optic Distribution Systems
• Central Office Operations
• Operations & Management (O&M)
• Classified/Unclassified Environments
• OSP/ISP Structured Cabling
• Government Contracting
• FFP, T&M and Cost Reimbursement Task Orders
• ITIL Service Release and Deployment Management
• Telecommunications
• Power Solutions
• Circuit Implementation

PROFESSIONAL EXPERIENCE:

Confidential

Program / Project Manager

• Designed, developed and provided comprehensive Information Technology Continuity of Operation, Contingency Planning, and Disaster Recovery Plan including failover for the Cherokee Data Center (CDC) to three additional servers at the National Tracing Center (NTC) for mission-critical applications.
• Developed and delivered a quarterly Capacity Forecast Report that documented performance and data capacity across the entire infrastructure to determine trends, throughput, bottlenecks, and to predict future requirements for system and network resources allowing for the enabled Capacity and Demand Management to consider all resources required to deliver the IT services for short, medium, long range business requirements.
• Monitored the ITIL implementation of the Enterprise ITSM Program Office supporting 7,600 globally-based users. Responsible for 13 Service Level Agreements (SLA) - e.g., Indent Response, Service Request Response, Customer Satisfaction (reported via Remedy and ServiceNow). Achieved 100% of SLA thresholds.

Confidential

Sr. Program / Task Order Manager

• As ITIL-certified Lead, actively used the EPA eBusiness and Remedy as part of the daily operational routine to plan, organize, and manage a staff of 40+ 20 sub-contractors that covered overall IT operations support 24/7 to ensure the stable operation of the organization’s IT infrastructure for 8,000 federal employees with a 99% up time.
• This includes developing, maintaining, supporting, and optimizing 12 key functional / task areas, particularly Network, RF, Cellular, Wireless infrastructure, and Avaya VoIP telecommunications systems at an Enterprise Level for The USEPA HQ at Federal Triangle and several remote sites to include EPA Coop site in Mt. Weather Va. Conducted research and made recommendations on all customer-facing IT in support of all infrastructure procurement and development efforts.
• Established a ten-member support team and delegated operational tasks to six junior managers to schedule and direct activities to resolve hardware and software problems in a timely and accurate fashion. Duties also included hiring of staff members, performance evaluations, overall financial management and various administrative tasks for the IDIQ -ITS-EPA II contract with a $30+ million budget. Additional duties:
• Design and implement short- and long-term strategic plans to ensure infrastructure capacity meet existing and future requirements.
• Develop, implement, maintain policies, procedures, and associated training plans for infrastructure administration and project management.
• Participate in the development of IT strategies in collaboration with the executive team.
• Conduct research and make recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development efforts.
• Establish service level agreements with business units.
• ITIL IT service management was used to demonstrate compliance and to measure improvement.
• Prepare RFPs, bid proposals, contracts, scope of work reports, and other documentation for infrastructure projects and associated efforts.
• Negotiate with vendors, outsourcers, and contractors to secure infrastructure-specific products and services.
• Assist with the planning and deployment of infrastructure security measures.
• Manage and set priorities for the design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, Telecom Services, VoIP, Neural Host, RF, Video, SMATv, Security, Secure Telecom Ctr. Wireless implementations. Network, VoIP and Wireless at an Enterprise Level.
• Customer Contact Center experience; to include experience in reporting metrics.
• Define hardware and software standards in conjunction with owners and stakeholders.
• Familiarity with Network technology: Experience identifying, ordering, conducting inventories and provisioning telecommunication resources.
• Test server performance and provide network performance statistics and reports; develop strategies for maintaining server infrastructure.
• Demonstrated success as a program manager most recently proven through the receipt of 4 Exceptional “Contractor Performance Assessment Reports” (CPARs) ratings while with Confidential .
• Developed strategic guidance to increase performance and durability. For example, performed research on EPA site network environments (including 500+ Cisco network equipment) to replace EPAs end-of-life equipment to increase performance and future-proof and stabilize the environment. Resulted in replacement in regional sites to include Cincinnati and client, Mr. Bruce Whittle, noting“…Thank you for support and efforts with Cincinnati’s Cisco implementation

Confidential

Principal Engineer Systems

• Established a ITIL-based framework to effectively and efficiently evaluate the service capability and risk profile before a new or changed service or product was released or deployed. Provided strategic planning and deployment for infrastructure and network equipment upgrade projects for by coordinating and facilitating the installation of LANs and cabling infrastructure at existing, and new and renovated buildings.
• Coordinated across two customer entities - e.g., DHS and USCIS (including Agency Executives) and subcontractors, maintaining and promoting clear communication for smooth transition from the construction phase to an operational facility.
• Defined, developed and implemented project plans and work breakdown structures (WBS) to meet the business plan goals including those for Program Office, and Purchasing. Successfully led programs and projects worth over $50K-$50M to produce results that exceeded stakeholder expectations, worked effectively in matrix and functional organizations and balanced scope, time, cost, and quality considerations.
• Successfully separated United States Citizenship & Immigration Services (USCIS) from Immigration Customs Enforcement (ICE) by deploying new network equipment nationwide to all USCIS facilities and over 10,000 customers, on time and $350k under budget.

Confidential

Operations, Project Task Manager PENTAGON-PENREN Program

• Led the ITIL implementation of the Enterprise ITSM Program Office supporting 20,000 Pentagon staff. Supported all Managed Services, e.g., provisioning and activation of Transport/Telecom services and Data Communications; Tenant Upgrades/Change Requests and all Voice/IT, /Video Troubles, Moves, Adds & Changes within the Pentagon, supervising 100+ subcontractors.
• Led highly visible conference rooms and Command Centers refresh projects modernizing with state-of-the-art AV equipment and standardizing the rooms increasing ease of use and customer satisfaction. Supervised 20 Tier 2 & 3 Technicians for installation of Active Layer 2 Network equipment such as Extreme Gigabit switching gear, UPS, Routers Ethernet, IP, TDM and Data Centers / Server Farm relocations and build-outs. Additional, responsibilities oversaw the Pentagon’s entire outside cable plant infrastructure by using BICSI industry standards processes constructing new outside / inside plant fiber infrastructure for DWDM optical networking transport, with space and power build-outs in data centers and third party collocation facilities. Served as a mentor to less experienced personnel, coaching and training as needed to ensure contract/program guidelines are upheld. Monitored and evaluated project progress/performance, utilizing Earned Value Management (EVM) methodologies, claiming incremental task milestones through the completion of each project task. Developed and implemented start-up procedures for all new projects.
• Managed and directed activities for the re-build of the Pentagon including Wedge 1 post 9/11, which resulted in 30 consecutive 100% award fees and an “Outstanding” recognition rating for schedule performance, resource management, change management, customer relations and quality of work.
• Initiated, developed, and managed project plans and schedules, work breakdown structures (WBS) and drove project execution for the Pentagon Renovation Team by using the ITIL framework to demonstrate compliance and to measure improvement.

Confidential

Program / Project Manager

• Managed all technical, operational, and service-delivery aspects for 50+ technicians providing support to 200+ corporate clients including AT&T, SSA, GTI, and USPS. Provided auto quote documentation for sales, engineering and pricing of new PBX/Key systems, Circuit Implementation, Central office, Co-location centers and Fiber / Copper Cable infrastructure projects.
• As the Fiber Deployment Manager I was responsible for managing a team of OSP/ISP engineers and installers that understood all fiber deployment types and insured that diversity requirements that are required are met. Addressed complex issues with customers call receipts, and acted as a Telecommunications Manager for the customers at meetings to resolve service problems or discuss issues.
• Reported to upper management on progress of projects and performance of technicians and also directed helpdesk implementation and deployment center operators/technicians on priorities and resolved situational conflicts offering experienced advice. Advised technicians of best possible course of action, based upon situation. Analyzed, evaluated and reported renewals for customer maintenance support (O&M), including upgrades, moves, additions and changes (MAC).
• Successfully led programs and projects worth over $2M - $10M to produce results that exceeded stakeholder expectations, worked effectively in matrix and functional organizations and balanced scope, time, cost, and quality considerations.

Confidential

Vice President, Operations

• Directed all aspects of the organization's installation and maintenance functions. Manage network provisioning lifecycle processes and assisted PM’s with the capture of telecom infrastructure requirements. Coordinate with internal and external stakeholders to ensure the timely implementation of circuit requests. I have a deep understanding of the fiber construction process for all construction projects.
• I established and led an OSP team that was responsible for the day to day construction oversight and management of Sub- contractors preforming Fiber splicing, OSP Design, ISP Construction and system installation/commissioning work to the USPS on a National level. Ensured compliance to BICSI industry standards and customer specifications that all functions were completed on time and within budget.
• Experienced with accounting practices for FFP, T&M, and CP projects, as well as earned value projects. Consistently provided leadership and major contributions in defining the business plan developing/ implementing the strategic and tactical initiatives to meet the targeted goals. Provided input to the development of regional departmental policies and procedures and performed all duties inherent in the field supervisory role. Familiar with a variety of field concepts, practices, and procedures. Relied on extensive experience and judgment to plan and accomplish goals.
• Developed and implemented start-up procedures for all new projects; the largest was the United States Postal Service’s(USPS)Universal Wiring/National Wiring Plan ($10M).