Sidney R. McCall

**** ******** ***

Fredericksburg, VA 22407

540-***-****

ad36pf@r.postjobfree.com

Objective

Seeking an operations leadership opportunity within your organization supporting your corporate mission and client requirements.

Clearance: Active Top Secret/SCI

Certifications:

Security+ CE Certified – Dec 2026

Microsoft Certified Professional (MCP) – Jan 2019

ITIL Foundations v3 Certified – February 2008

HDI Certified Desktop Support Technician – May 2011

Certified Field Support Technician (March 2004)

Education: Virginia Polytechnic Institute and State University, B.A. Political Science, August 2020

Work History/Experience

Leidos (October 2022 – Present)

Joint Base Andrews (JBA) Site Operations Lead serving as direct operations liaison for the 744th Communications Squadron overseeing provision of the following services: network administration; desktop support services; routine requirement services; mobile device services, and video teleconferencing services.

Daily/weekly briefing of JBA operations posture, including systems, Information Security/Assurance, and Change Management Activities

Remedy ticket analysis

Process improvement activities

Mentoring of junior leaders

Staffing management

Customer advocacy

Driving escalated requests for service to resolution

Leidos (March 2019 – October 2022)

Provision of AFDW enterprise service desk operations services with provision of 24/7/365 contact center services to the United States Air Force 744th Communications Squadron

Leading a team of 26 service desk and remote support analysts providing Tier 1 and 2 support services to a customer base of 17000

Leading the transformation from call center to solutions/contact center methodology

Service Level Management

Incident management process development

Provision of Tier 1 and 2 incident management and request fulfillment support for Air Force National Capital Region networks (unclassified and cla1ssified)

Basic user administration of T-Metrics Automatic Call Distribution (ACD) system

Call handling metrics reporting via CISCO UCCX Automatic Call Distribution (ACD) system.

Management of staffing schedules in accordance with contract requirements

Customer Service project management

Metrics development and analysis

Continual Service Improvement

Problem management lifecycle process contributor

Strategic assessment and implementation of service support structure

Development of productivity reporting model in support business finance

MPF Federal (June 2018 – March 2019)

Assisted DiLorenzo TRICARE Health Center (DTHC) Information Management Department (IMD) Chief and/or Team Lead in the creation and maintenance of DTHC Emergency Management Center (EMC) plans and documentation to support setup and maintenance of communications required to conduct EMC functions including the successful execution of Mass Casualty (MASCAL) exercises and/or events providing support to the Command Staff including the setup and maintenance of STE Phone and Key during EMC operation as required by Command Staff (TOP SECRET CLEARANCE REQUIRED).

Supported the application of set-up procedures and end user training for the programming and use of Motorola portable radios, mobile radios, and changing radio ids. Tracks all incoming and outgoing radio equipment on a daily basis, as well as coordination with Logistics Department regarding shipping and receiving of equipment being sent off for repair. Interact with Motorola on tracking radio repairs as required.

Provided support to DTHC Physical Security as well as IMD Chief in maintaining clinic GSA rated safes

Daily monitoring and auditing of safes in accordance with DOD regulations

Troubleshoot, prioritize, research, and document user problems thoroughly and accurately within tickets. If unable to resolve an issue, escalate to the proper higher tier team

Responded to escalation tickets generated by the Enterprise Service Desk ESD and take the necessary action towards resolution of the request or problem reported.

Provided support to DTHC DAR and/or TSCO in order to assist in the development, deployment, and maintenance of the inventory of telecommunications equipment, both wired and wireless, as well as communications services available to DTHC and its Remote Sites.

Worked directly with vendors to request routine services (electronically or via fax) such as line installations, line and station disconnects, moves and rearrangements, and wireless service requests.

Provided support to Information Management Department (IMD) in the tracking and documentation of clinical equipment age and condition and the ability to assist IMD regarding the research, identification, and recommendation of Life Cycle Replacement (LCR) solutions for End User and Clinical Support Systems including Telecommunications Devices, Automated Call Distribution (ACD) systems as well as Over Head paging systems

Supported DTHC IAM, IANM, and/or IASM in the analysis of requirements for the establishment of and maintenance of clinical Continuance of Operations (COOP) requirements and the successful completion of required COOP exercises

Tracked equipment used in conference rooms for availability and proper functionality including the ability to assist with the set up and recommendation of conferencing equipment in support of DTHC Clinical objectives\

Assisted IMD Primary Hand Receipt Holder in the collection, organization, and tracking of IMD equipment as required

Provided weekly Program Updates to IMD Chief. Deliverables must outline project status and SLA compliance with established SLAs on contract

Assisted IMD Help Desk in architecting and maintaining End User training documents regarding basic and advanced functionality of Microsoft Office and serve as escalation point for advanced Microsoft Office troubleshooting

Attended IMD meetings as required to support department objectives

Managed projects (via Microsoft Project) to ensure schedules are intact and proper risk management occurs; for example, implementation of a new solution given a requirement to transfigure the clinic’s existing telephone answering capability to a more robust call center solution, management of clinic’s end user device migration to compliant SHB version, lifecycle replacement of clinic multi-functional devices from Canon to Xerox platform, and clinical system “Authority To Operate” activities.

Deloitte Consulting (November 2017 – June 2018): Serving as the Deputy Customer Support Manager where I have direct supervision of teams that ae responsible for:

Direct leadership/oversight of 17 desktop and service desk analysts providing services that include Tier 0 self- help (i.e. virtual agent, remote desktop, etc.), incident and problem resolution for desktop, laptop, user peripherals (printers, fax, phones).

Oversees day-to-day incident management and request fulfillment (IMAC) operations for the Defense Security Service (DSS) MS-Windows desktop and mobile computing environments

Oversees services rendered in support of desktop and mobile computing devices (e.g. notebook computers and blackberry units), commercial and government off-the-shelf applications, and project management of large scale office moves

Oversees call handling services ensuring compliance with identified key performance indicators

Serves as the lead contractor technical subject matter expert for the government’s customer service functional representative, providing technical and process guidance services accordingly.

Service Level/Metrics development and management

VIP / Executive / Premiere support

Lifecycle Replacement Assessment and Management

Provides new technology recommendations to the client

Serves as “Acting” Customer Services Director when needed

Analysis of core and non-core metrics reports, providing requirements, detailed analysis and reporting to senior government and contract management

Ensures that internal systems operating procedures are documented, adhered to, and reviewed periodically, according to contractual obligations

Performance management

Process development and improvement

Information assurance

Customer outreach

Microsoft patch management for end user computing systems and servers.

Third party application patch management and software delivery

Software readiness, packaging, distribution and delivery

Image management and operating system deployment

Data collection via SCCM reporting

Tier 3 escalation for desktop and mobile computing issues

Vulnerability management and remediation

Problem Manager

Managing and overseeing projects that included large scale user relocation activities in support of space consolidation efforts, development of a problem management system, and vulnerability management activities

Ace Information Solutions, Inc. (August 2017 – November 2017): Serving as ITSS Service Desk Manager at the DEFENSE SECURITY SYSTEM (DSS) where I have Operational responsibility for service desk and desktop support operations, to include all aspects of customer service engagement efforts, and information assurance vulnerability remediation. Duties include:

Direct leadership oversight of 17 desktop and service desk analysts

Oversees day-to-day incident management and request fulfillment (IMAC) operations for the Defense Security Service (DSS) MS-Windows desktop and mobile computing environments

Oversees services rendered in support of desktop and mobile computing devices (e.g. notebook computers and blackberry units), commercial and government off-the-shelf applications, and project management of large scale office moves

Oversees call handling services ensuring compliance with identified key performance indicators

Serves as the lead contractor technical subject matter expert for the government’s customer service functional representative, providing technical and process guidance services accordingly.

Service Level/Metrics development and management

VIP / Executive / Premiere support

Lifecycle Replacement Assessment and Management

Provides new technology recommendations to the client

Serves as “Acting” Customer Services Director when needed

Analysis of core and non-core metrics reports, providing requirements, detailed analysis and reporting to senior government and contract management

Ensures that internal systems operating procedures are documented, adhered to, and reviewed periodically, according to contractual obligations

Performance management

Process development and improvement

Information assurance

Customer outreach

Managing projects (via Microsoft Project) to ensure schedules are intact and proper risk management occurs; for example, vulnerability management activities and large scale end user moves.

Leidos Corporation/Lockheed Martin/Perot Systems Government Services/QSS Group, Inc. (January 2006 – August 2017): Serving as IT Customer Service Manager at the DEFENSE THREAT REDUCTION AGENCY (DTRA) where I have and/or have had operational responsibility for service desk and desktop support operations, Network Operations and Security Center (NOSC), System Administration, Telecommunications, Network Operations, and Applications Development, and Customer training. Duties included:

Oversees managing Service Desk operations involving Tier 1 contact/call support, Tier 2 incident resolution and problem management for end user computing devices and peripherals, including Government Furnished Equipment (GFE) hardware, applicable Commercial Off-The-Shelf (COTS) software, Virtual Desktop Infrastructure (VDI) environments, and Virtual Private Network (VPN) connectivity.

Oversees day-to-day incident management and request fulfillment (IMAC) operations for the Defense Threat Reduction Agency’s MS-Windows and Macintosh desktop environments

Oversees services rendered in support of desktop and mobile computing devices (e.g. notebook computers and blackberry units), commercial and government off-the-shelf applications, and project management of large-scale space relocation efforts

Serves as the lead contractor technical subject matter expert for the government’s customer service functional representative (GFR), providing technical and process guidance services accordingly.

Direct leadership oversight of 22 desktop and service desk analysts across non co-located geographically dispersed regions

Operations Manager with oversight of all aspects of IT Operations (Service Desk, Desktop Support, Systems Administration, Network Operations, Telecommunications, Application Integration, and Network Operations Center)

Service Level/Metrics development and management

VIP / Executive / Premiere support

Lifecycle Replacement Assessment and Management while maintaining IT equipment inventory data in preparation for audit for all assigned GFE/GFP, including hardware maintenance/replacement, and local network troubleshooting of cabling and connectivity.

Disaster Recovery Partner

Responsible for management of $16M operations budget for 118 personnel

Provides new technology recommendations to the client

Attends a myriad of operational and customer outreach meetings in conjunction with and/or in the absence of the GFR where interface with internal and external vendors, customers, and peer teams is pivotal.

Serves as “Acting” / Deputy Operations Manager when needed

Served as an information resource (i.e. sounding board) for the Director of Operations in the area of operations improvements, staffing, project input, etc…

Oversees the home and office support of the agency’s executive customer base, providing timely response to identified issues

Assumes a project management, engineering, planning, and implementation role, interfacing with cross-platform partners on an as-needed basis

Analysis of core and non-core metrics reports, providing requirements, detailed analysis and reporting to senior government and contract management

Ensures that internal systems operating procedures are documented, adhered to, and reviewed periodically, according to contractual obligations

Identification, procurement, maintenance, and reporting of small cost and hot sparing item inventories as specified in the contract

Serves as a primary resource in the area of business continuity planning and continued service improvements

Change Management participant, stakeholder, and decision-maker

Performance management

Systems monitoring

Network Operations and Security Center (NOSC) Manager providing 24x7 monitoring and situational awareness support for agency network components

Process development and improvement

Information assurance

Customer outreach

Manage training services department

Managing projects (via Microsoft Project) to ensure schedules are intact and proper risk management occurs; for example, agency end user device lifecycle replacement activities, large-scale end user relocation efforts, and network printer lifecycle replacements, and mobile device migration from Blackberry to IPhone platform

Dynamic Technology Systems, Inc. (January 2006 – January 2006): Served as desktop support representative for the senior leadership of the Veterans Health Administration Central Office. Duties included:

First and second level analysis of desktop and laptop system issues

Resolution of core hardware and software issues

Developing an inventory of senior leadership systems

Bluegreen Corporation (July 2005 – January 2006): Served as Business Call Center Supervisor and Vacation Sales Counselor where my responsibilities included:

Leading a team of telephone agents in the direct marketing of corporate product

Fostering an atmosphere of team and unity amongst staff

Exceeding corporate minimum standards with regards to customer contact

Career development of telephone agents

Performance management

Group and personal presentation of corporate products and services

Analysis of client vacation habits

Presentation of a customized vacation package to client

Negotiating payment options

Conducting quality assurance follow-ups

Capital One Financial Services (April 2002-January 2005): Served as Executive Support Operational Manager, leading a team of 11 analysts in the operational support of our senior executive population. Responsibilities include:

Cost reduction through improved speed and agility of service delivery and strategic staffing

Operational support of all aspects of the senior executive’s work life (office, home, and travel)

Development of strategic direction of not only immediate team, but also expansion of executive support from a global perspective

Development and implementation of support process improvements for our executive population in the areas of home, office, and travel requirements

Managed the coordination and production of event staff for executive high-level meeting forums such as Board of Director meetings, Shareholder, Direct Reports, departmental all-hands

Vendor management to include rate negotiation

Development of vendor requirements for requested projects and contract requests for proposal

Development of staffing requirements in coordination with departmental guidelines while staying within budget

Assessment of staffing alignment on a regular basis to determine where my team best adds value to the enterprises’ mission

Provision of metrics to management in the areas of event and desktop support to assure alignment with current service level agreements

Trending and analysis of metrics data to aid in areas of root cause, strategic staffing, and solutions management

Performance management

Staff career development

Maintaining bi-monthly development and operational update sessions with staff

Build and motivate teams through various mechanisms

Serve as mentor to lower performers, outside of my area of responsibility in an effort to get them back to a level of meeting expectations

Versed in Solutions Delivery Methodology (SDM), a project management core

Behavioral Interviewing

Capital One Financial Services (August 2000-April 2002): Served as the Information Technology Site Operations Manager for the Fredericksburg call center. Responsibilities included:

Became a strategic business partner by leveraging IT services with the business objectives

Responsible for the career development of staff

Performance management

Contractor vendor management to include rate negotiation

Development and delivery of business service proposals

Development of service processes in order to maximize the efficiency of staff in support of business and enterprise goals

Liaison between IT and the business keeping the customer aware of pending changes in their networking environment and subsequent risk evaluation

Statistical analysis and communication of team performance to the customer and upper management using in-house toolsets

Behavioral Interviewing

Capital One Financial Services (June 1999-August 2000): Served as Business LAN Operational Manager leading a team of platform (Novell and NT) administrators. Responsibilities included:

Meeting and exceeding agreed upon service levels

Development of monthly budget requirements in the areas of hardware, software, and staff development

Staff career development

Performance Management

Development and implementation of electronic messaging vision for the enterprise

Build-out, configuration, management and administration of Novell 4.11, Novell 3.12 servers, and Microsoft Windows NT servers

TEK Systems, INC. (February 1998 - June 1999): Served as Platform Manager for Capital One executive offices and various business units where responsibilities included:

Maintained a 99% operational integrity

Capacity planning in reference to existing Novell 4.11 servers, cc:Mail, disk space, etc…

Lead technical resource for our LAN operations staff

Managed project implementation and operational improvements

Enforced company standards across the Novell and Windows NT platform

Build-out, configuration, management and administration of Novell 4.11 and Novell 3.12 servers

Server installations and implementations including NASI, FTP services for Intranetware and NFS

Installation and configuration of Microsoft Windows NT servers (DHCP and IIS)

Continued role as the lead third level point of contact for cc:Mail operations at CAPITALONE (CAP1)

Managed the CAP1 cc:Mail network consisting of 80 post offices world-wide

Migrated from cc:Mail DB6 environment to DB8

Developed cc:Mail routing scheme

Implemented Microsoft Windows NT routers throughout the organization

Analyzed the current post office configuration and implementing ways to enhance the current cc:Mail infrastructure to ensure optimal performance

Tested and implemented 3rd-party products to monitor the cc:Mail network, while collecting and analyzing data from such products and making recommendations to further increase the efficiency of the CAP1 cc:Mail network

Administration and management of pager and internet mail gateway services

Supported DB8 and DB6 versions of both cc:Mail LAN and CC:Mobile operations; development of instruction of cc:Mail Basic and Advanced training courses for Capital One sites world-wide were among other duties. Other basic cc:Mail administrative duties include addition/deletion of users, movement of user accounts from site to site, site administration training, new post office creation and documentation.

Dynamic Technology Systems, INC. (November 1995 - February 1998): Served as the lead electronic messaging (cc:Mail and Lotus Notes) subject matter expert for Dynamic Technology Systems, INC (DTS) on it's contract for The Office of the Army Surgeon General. Responsibilities included:

Development of a preventive maintenance plan for cc:Mail

Analysis of it's existing environment and development of a system improvement plan

Implementation of monitoring tools

Managing/upgrading it's smtplink from version 2.1 to release 6

Managed remote electronic messaging (cc:Mobile) dial-in functionality

CC:Mail post office directory administrative functions (addition/deletion of user accounts, transfer of accounts from site to site, user password changes, post office password changes)

Primary point of contact for any and all cc:Mail (including cc:mobile) related application issues and troubleshooting

Participated in upgrade of Novell 3.X servers to Novell 4.X.

Lotus Notes Administration

Don Richard Associates (January 1995 - November 1995): Employed as cc:Mail consultant at FANNIE MAE where responsibilities included:

Administration and management of 37 post offices

Institution of automatic directory exchange (ADE) between FANNIE MAE sites nationwide

Streamlining of bulletin boards and mail lists

Testing and implementation of remote electronic messaging (cc:Mobile) communications

Electronic messaging (CC:Mail) post office administration.

Metters Industries, INC. (October 1993 - January 1995): Employed as electronic messaging (cc:Mail) subject matter expert for Metters Industries, INC on it's contract in support of Space and Naval Warfare Systems Command (SPAWAR). Responsibilities included Administration and management of 7 post offices, CC:Mail post office administration, Managing nightly post office maintenance procedures, Managing internet gateways (i.e. SMTPLINK), Maintaining dial-in remote (cc:remote) gateways.

Accomplishments/Awards/Skills

3-time earner of 5.0 CPAR for operations on DTRA ITSS contract

5-time recipient of Lockheed Martin Special Recognition Award (SRA) in 2009, 2010, 2012, and 2014, and 2015

ISO 9001 and ISO 20000-1 Certified program DTRA ITSS

Lockheed Martin IS&GS “Team Excellence” Award

Help Desk Institute Certified (Desktop Support Technician) – May 2012

“Exceptional” performance rating 2009 and 2010

22% increase in customer show rate in ONLY two weeks

50% departmental budget reduction from 2002-2004

27% staff reduction from 2002-2004

45% cost per seat reduction from 2002-2004

95% “very satisfied” customer ratings for 2004

98% overall satisfied customer ratings for 2004

73% of executive issues resolved in 4 hours or less for 2004, exceeding service level agreement

82% reduction in customer concerns for 2004

Manager of “Capital One Site of the Year" two years in succession

Letters of Accommodation from The Surgeon General of the Army, LTG Ronald Blanck, and Deputy Surgeon General, MG John Cuddy

Recipient of “The U. S. Army Surgeon General” coin for outstanding service

Recipient of the Army Medical Service Corps “Quality Service Through Professionalism” coin

Recipient of the Army Dental Corps “Outstanding Performance and Service” coin

Recipient of the Army Medical Command “Responsive and Dedicated” coin

Certificates of completion of the following courses Lotus Notes System Administration I and II, Lotus Notes Application Development I and II, and Lotus Notes Power User

Nominated and selected for the “Circle of Excellence” by my peers at Capital One

Behavioral Interviewing

Negotiating skills

Hardware, Software and Operating System Skills

CISCO UCCX; CISCO Finesse; Automatic Call Distribution (ACD); TMetrics ACD; Remedy/SmartIT; Microsoft Project; Microsoft Windows 10/11; Clarify, HEAT; Blackberry; VPN,; MS-Exchange; Active Directory/Active Role Services (ARS); Citrix, NT Backup, Lotus CC:Mail Administration (DB6 and DB8) and client Releases 6 and 8 including cc:Mobile, Novell/Netware 3.X, 4.X, 5.X Administration, ArcServe 6.1 and 6.6, Symantec/Norton Anti-Virus, Symantec Ghost, PC Anywhere host and client version 8, Microsoft Windows NT Server 3.51 and 4.0, Microsoft Windows NT 4.0 Workstation, MicroSoft Windows XP OS, UNIX, Lotus Notes, Microsoft Windows 95, NT, 2000, XP, Microsoft Office 365 Suite (Word, Excel, Powerpoint, Project), Visio, WordPerfect, HP COMPAQ server Proliant models 1500, 2500, 3000, 5500, 6000, 6500, and 7000.

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