Customer Service Manager

IT Operations, Security, and Networking Professional

Professional Profile

An innovative IT leader with a proven track record of supporting diverse

computing environments, and improving both customer and employee

satisfaction with technical innovation and communication.

Industry Credentials

TS/SCI/FS-POLY IT Security ITIL v3

Certified

Experience and Accomplishments

Enterprise IT Integration: BAE SYSTEMS 2008 - May

2013

Promoted to technical manager of a new BAE-IT Integration Facility in

Herndon Virginia. Responsible for standup of new facility and oversight-

delivery of integration products, programs and projects (nearly $30M yearly

IT Inventory and service delivery task orders) to multiple customers;

including but not limited to: Configuration and Asset Management of all

customer inventory, order processing, financial control processes and

procedures, and successful completion of integration and deployment of

systems.

Accomplishments

Led critical infrastructure and facility upgrades to support new IT /

Datacenter requirements.

Successful Oracle to DELTEK consolidation and migration of inventory and

material management system. Integral member of transition team which

consolidated multiple integration facilities, and inventories to one

central location.

Became local go to expert for IT financial control processes, audits,

compliance and import/export control.

Served on Enterprise Architectural Team. Responsible for Active Directory,

Unix platform integration, Enterprise Computing and Desktop Distribution.

Technical Lead for Centralized Facility supporting both Internal and

External customers.

CISCO VOIP, WAN / LAN / Wireless installations and upgrades

Assembly and Manufacturing of cross-domain data servers

Installation, configuration of Enterprise Servers and Network Storage

Devices

Imaging of workstations and desktops

Notable Awards and Recognition

Facility awarded successful re-compete of two key long standing customer

projects.

Integration Facility nominated for chairman's award for enhancement of

corporate and customer service.

Nominated by peers to be Site Executive for Safety, Health, Business

Continuity and Emergency Response and Preparedness Team.

Enterprise IT Support: BAE SYSTEMS 2001 -

2008

Technical and project/program lead for support services across multiple

business units in a matrix organization supporting over 700 customers at 3

different sites. Established clear, definable, repeatable processes and

procedures; identified and incorporated new technologies into the

organization's standardized support infrastructure; obtained executive buy-

in and built successful teams which helped enable the customer to win new

business.

Accomplishments

One of first three sites to implement Cisco VoIP with shared directory

lookups.

First non-outsourced site to implement Microsoft Windows Security Update

Services to all laptops, desktops and servers.

First site to automate backup and restore policy for all laptops resulting

in average yearly cost savings of $10,000 to $15,000.

Successfully coordinated regional merger and acquisition activities

including building moves and integration of infrastructures and data

centers with no interruption of services.

Installation/Configuration and Management of enterprise level MS Exchange,

SharePoint and Active Directory

Established site specific Business Continuity Plans (BCP), processes and

procedures based upon organizational goals and requirements.

Integral member of a successful Nation-wide Exchange upgrade and multiple

windows OS upgrades

Notable Awards and Recognition

Exceeded tier two and tier three customer satisfaction service level

agreements (SLA) every year.

Support team nominated for "delighting the customer" annual awards.

Cross functional IT team awarded Chairman's Bronze Award for Innovation and

Implementation - "Enabling the workforce and collaboration initiatives".

Designated Regional Resource Manager for corporate Project Management

Office (PMO).

Designated local POC for all incident response activities.

Additional Professional Experience and Career Accomplishments

Managed Security Center: VeriSign, Inc. 2000 -

2001

Team Member and Shift Supervisor of Verisign's first managed service center

which utilized Tivoli Enterprise Suite, Checkpoint Firewall ISS and Nokia

network security devices.

Nokia and Checkpoint Firewall Configuration, Installation, and Management.

Windows, Linux, Unix, server and database monitoring and management

Installation and monitoring of IDS

Management of Secure VPN and PKI infrastructure.

Designed, configured and implemented customer firewalls, monitoring

devices, secure VPN tunnels and PKI certificates.

Responsible for management of customer security devices and firewalls,

WAN/LAN and server availability from 24x7x365 centralized managed service

center.

Met all reporting requirements of customer Service Level Agreements

performance matrices.

Network Operations: Sherikon, Inc.

1998 - 2000

Network Manager responsible for the operational management of an 800

employee, 12 office national consulting company and IT infrastructure.

Successfully completed corporate wide Y2k, Novell and GroupWise upgrades on

time and under budget.

Reduced operational and maintenance costs by standardizing to CISCO based

WAN / LAN infrastructure.

Integration and Consulting: IMCI, Inc. 1996 -

1998

Technical team and project lead for multiple integration and consulting

projects.

Appointed Subject Matter Expert (SME) responsible for successful

implementations of customer enterprise networks and management systems

utilizing CiscoWorks, Concord E-Health, HP OpenView, Microsoft Exchange and

SMS.

Systems Administration: GMSI, Inc.

1994 - 1996

Helpdesk and Systems administrator for 2000 plus government user network.

Promoted to task lead for nation-wide Microsoft SMS implementation project.

Redesigned data traffic analysis and monthly reports to customer resulting

in over 50% improvement in time to completion and improved reporting

accuracy due to incorporating historical trend analysis.

Novell and 3D computerized academic lab administrator: Georgetown Univ.

1992 - 1994

Listed as Co-Author on Chairman's research paper for my work with tissue

preparation, electron microscopy and photographic presentation of results.

Education

Guilford College, Greensboro, NC B.S. Biology 1984

Additional Courses and Certification Training:

CISSP #81559 September 2005, BAE Project Management and PMP Study, Novell

CNA, Checkpoint CCSA, VeriSign PKI Training, MS Exchange Administration, MS

SQL Administration, HP OpenView, CiscoWorks, Systems Development Life

Cycle.

Competent Technologies:

Cisco VoIP, Call Manager, Unity

Cisco LAN/WAN Switching and Routing

SAN technology and Management

Virtualization Technologies

Network Management Systems NMS

Enterprise Management and Security, HP Openview, ArcSight, SMS, WSUS

Linux, Unix, MS Active Directory

MAXIMO, Remedy, Microsoft SQL, Exchange and SharePoint Server

Organizations and Associations:

International Information Systems Security Certification Consortium (ISC)2

Information Systems Security Association - ISSA

Project Management Institute - PMI

Institute of Electrical and Electronics Engineers - IEEE

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