JOHN WINFREY

301-***-****

ad0lfr@r.postjobfree.com

John Winfrey LinkedIn

SUMMARY OF QUALIFICATIONS

Analytical and operational Leader with strong technology and staff transformative skills.

Over 30 years of strategic IT planning, project, support, operations, and project management experience at ManpowerGroup, Microsoft, and other extraordinarily complex and critical information technology organizations. Managed projects valued at more than $15 million.

Experience includes.

- Deployment of complex Cloud environments - Section 508/Accessibility

- Security Assessments (NIST/CMMC) - Network and AD design

- Deployment of systems health tools - Manage Large Consulting and support staff

- implementation of support structure ITIL - Implemented technical mentoring

- Implemented MDM Intune environment - Implemented real-time systems monitoring

WORK EXPERIENCE

Sr Service Delivory Manager Falls Church VA OCt. 2001 to Sept 2023

ManpowerGroup Public Sector

Service Delivery Manager IT for ManpowerGroup Public Sector (MGPS) primarily focuses on supporting the business organization's IT priorities. Among those were day-to-day operational reactive support, custom project consulting, and responding to various government IT requirements. In addition to these functions as the Service Delivery Manager I oversaw the operational actions of a team of IT support/Infrastructure engineers.

Overview of Accomplishment

Oversee operational review of the ManpowerGroup Public Sector IT infrastructure with a focus on security and simplification thus reducing critical issues by 80%

Provided Project management design & deployment oversight for the implementation of Active Directory.

Managed the design & deployment of Azure to support corporate and government customer Disaster Recovery planning requirements.

Provide managerial support as it relates to IT customer-facing projects.

Implemented numerous controls to support the various internal and government-based audits such as NIST 800-171 and CMMC

Established a set of standard operating procedures in support of reactive incident management processes based on ITIL reducing the time to resolution by 50%, and increasing end-user satisfaction score by 70%

Performed support engineer skills assessment to identify and document the skills gap.

Fostered better communication between the ManpowerGroup Public Sector business organization and the ManpowerGroup North America IT leadership improving strategic IT planning and business coordination.

Improved Team Organization Health Index score by 40% by formalizing and coordinating a technical mentoring program.

Managed the implementation of Intune mobile device/application management in accordance with NIST security guidelines.

Developed and implemented a set of systems monitoring solutions to support real-time operational health, thus reducing systems downtime by 30% and achieving 99.9% systems uptime.

Sr Customer Success Account Manager Washington DC Sept. 2000 to Sept 2020

Microsoft Corporation

Overview of Accomplishment

Project – Using ITIL concepts assess and develop a strategy to improve Support Desk functions, using focus areas such as first contact closure, Time to close, and customer satisfaction rate as measures for success.

Project – Lead team to research, develop, document, and present a short and long-term IT strategic roadmap for several Farm Credit Bank customers.

Project – Section 508/Accessibility Subject Matter Expert

Project – Lead service delivery team to develop a series of Intellectual Properties to support customer service deliveries.

Project – Provided consultive support for the client’s development of a Section 508/Accessibility Lab to support users with varying disabilities.

Project - Operations oversight of Farm Credit of Texas mobile banking CRM application

Project - Operations and support management of the EPA’s migration to O365

Project - Managed assessment and implementation of EPA support response (Helpdesk) processes to support the new Cloud infrastructure.

Project - Coordinated Microsoft’s Emergency Response activity in support of the King Gold Mine disaster

Project - Lead team to deploy SCOM/SCCM for EPA, FCB TX, CoBank

Business Development – Successfully negotiated a 102% increase in services for the EPA representing 5 years of 30%+ of account growth across my entire account space.

Internal accomplishments – Promote Coordinate Accessibility/Sec 508 activity and education for PubSec organization.

Internal accomplishments – Oversee onboarding activities for new TAM team members.

Sr Customer Success Account Manager (CSAM) duties include Identifying IT strategic priorities and removing technical blockers to successfully deploy and operate customer complex systems. This includes managing and coordinating operational improvement projects and technical support for large government clients. Most recent accounts consist of the U.S. House of Representatives, Architect of the Capital, Environmental Protection Agency, and National Archives and Records Administration. Lead a team of Premier Field Engineers for each client. Serve as Project Manager for projects of consultants for Microsoft Consulting Services (MCS).

Have also supported the U.S. Senate, Executive Office of the President, Bureau of Alcohol Tobacco, and Firearms (ATF), and the Federal Deposit Insurance Corporation (FDIC). Also responsible for delivery of supportability reviews and technology support workshops, to reduce operational costs and improve the general efficiency of the technologies and the engineers supporting them.

Work with the Federal services marketing team to build a closer relationship with account executives, Microsoft Consulting, other Microsoft offices, and the Federal market, resulting in an increased market share. Also work with staff development, new account development, and inter-organizational coordination.

Responsible for business development and new account opportunity identification for my team. Directly increased the level of service and revenue of the ATF, FDIC, EOP, House of Representatives, and Senate projects. The most recent new account was the National Academy of Sciences. Have assisted other team members in Identifying new business opportunities at the Small Business Administration, Internal Revenue Service (IRS), Census Department, and Department of Labor.

Led the Public Sector New Hire On-boarding/Mentoring project and oversaw the project that reviewed and redesigned the onboarding process for new team members. Participate in the Public Sector field readiness team, which reviews training requirements for the various roles in the organization and develops a road map for each. Serve on the advisory council representing the TAM role working with Premier management to develop and implement programs and policies that would benefit the TAM role. Served as Public Sector lead for the Employee Action Team, which gives employees a mechanism for feedback to senior management.

Senior Associate/Project Manager Silver Spring, MD Oct. 1996 to Sept. 2000

Abacus Technologies

Overview of Accomplishment

Project – Project management of FDIC IT security assessment

Project – Technical project oversight DOL Clinger-Cohan (CCA) assessment

Project – Worked as Sr Technical lead for numerous projects relating to Active Directory, and MS Exchange

Internal project – Overseen implementation of Exchange email environment

Internal project – Developed plan and implemented Customer solution Lab.

As a Senior Associate/Project Manager, responsible for managing projects in the Information Security and Network Management areas. Managed several projects (Dollar value $15,000,000) to review the security components of major application and network support systems. Oversaw the technical design, implementation, and operational management of network systems. Planned, designed, and supervised the implementation of fifteen local area networks. Managed a staff of eighteen engineers and technical analysts, mostly Abacus staff but with some subcontractor staff.

Other Projects/Responsibilities

Worked with the sales organization to develop and implement marketing strategies. Worked with the proposal teams to assist in writing responses to RFPs and information requests.

For the General Services Administration (GSA) Public Buildings Service (PBS), designed implemented, and managed network architecture to support a national distributed database.

For the Department of Veteran Affairs, led a technical team to diagnose, recommend, and implement solutions to several infrastructure-related problems.

For the U.S. Air Force Air Mobility Command, as a Senior Network Systems Engineer, helped develop a long-term network strategy.

Network System Administrator Washington, D.C Nov. 1992 to Oct. 1996

Internal Revenue Service

Responsibilities included installation, configuration, and design of networks; on-site training; system administration; and technical support. Installed Windows NT, 95, and Windows 3x LANs that supported 800+ users. Supervise a technical support staff of twenty that provided on-site troubleshooting of network hardware/software-related problems.

Other Projects

As a Network System Administrator/Engineer, served as technical lead for Windows NT on the IRS-New Carrollton Network Design Team.

Supported several other IRS projects, including the Employee Tax Compliance project. Served as technical lead for the network design team. In addition to network responsibilities, acted as the technical point of contact between the network and application teams and the customer.

AWARDS AND OTHER RECOGNITIONS

Winner 2010 Q4 Services MVP award

Winner 2010 Top Revenue Percentage Growth

Winner 2009 Q1 Service Customer Partner Excellence (CPE) award

Winner 2009 H2 Top Revenue Growth Award

Awarded the 2006 Top Team award for leading the effort to recover the email system for the Executive Office of the President.

Industry Top Contributor award 2003 Q1 for efforts supporting the US Senate and their AD/Exchange migration.

Outstanding Contributors for Premier Public Sector 2003 Q4

VP award for contribution to several events that led to a 25% year-over-year increase in services revenue.

Received two Customer Satisfaction awards.

Received two special act awards and four Outstanding ratings (highest rating)

EDUCATION AND TRAINING

Systems Analysis & Systems Design Lions World Services for the Blind 12/91 - 11/92

Computer Programming

Training and Management Strategies Dale Carnegie 6/85 - 11/85

Basic Business Accounting Tulsa Junior College 1/85 - 3/85

Business Management

Certifications: Microsoft Certified Professional

Microsoft Desktop OS

Microsoft Security technologies

Microsoft Windows Server

Microsoft Certified Systems Engineer (MCSE), Windows 2000/2003

Information Technology Infrastructure Library (ITIL)

Microsoft Office Framework (MOF) Trainer

Microsoft Solutions Framework (MSF)

Project Management Professional

Cybersecurity Maturity Model Certification

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