Manager Management

Thomas Phalen

Security Clearance: Top Secret (active)

Professional Summary:

INFORMATION MANAGER: 35 years of progressive experience in

telecommunications and information technology, specializing in help and

call center management, communication center (NOC) support, networking, and

PC LAN operations. Management expertise includes customer support,

information systems, managing programs, process improvement, service level

agreements, logistics, and software development. Excellent planning and

managerial skills supervising large work forces of 30+ personnel and

directing multi-million dollar budgets. Overseas assignments with the U.S.

Department of State included O&M technical operation and maintenance for

PBX's, LANs, cryptographic equipment, telephones, networks, and software

installations.

Key Technical Skills:

Microsoft LAN Management, Help Desk Management

Unix System Administration, Microsoft XP & Vista, Remedy Help Desk System

IT Project Management, Microsoft Office Suite

Networking Ops & Administration, Microsoft Visio

Call Center Management, Microsoft PowerPoint

Microsoft System Security (ISSO), Microsoft Project

Professional Experience:

InfoZen Dec 08 - Dec 09

NOC Manager [Transportation Security Administration]

. Guided 24+ TIER I network shift personnel at two separate government

sites

. Mentored staff to provide 24 x 7 network monitoring of a Production

environment

. Tutored Staff and informed them of all government procedures and

regulations

. Gathered Customer information and created Statement of

Work/Requirements

. Wrote and Documented all policies and procedures

TWD & Associates (Contract assignment) Jan 07 - Feb 08

Operations Manager [Homeland Security]

. Directed team of 30+ contractors performing Operations and Maintenance

work for the Department of Homeland Security in the District of

Columbia

. Led O&M technicians and supervised 4 teams responsible for

VTC, Help Desk, NOC, and Avaya PBX operations

. Administered project-related activities for DHS and FEMA to include

task definition, requirements analysis, cost/schedule reporting, and

customer support

U.S. Department of State Dec 1975 - Sept 2006

Bureau of Information Resource Management

Technical Security and Safeguards Division May 05 - Sept 06

Deputy Program Manager

. Organized technical engineering and hardware testing team

. Assigned taskings to 30 contractors and 6 Department of State FTEs

. Inspected, tested, and certified all cryptographic devices used by the

Department of State

. Coordinated testing for all network bulk encryption devices, secure

telephonic devices, copiers, and LAN encryptors

Bureau of Information Resource Management Aug 02 - May 05

Help Desk Manager

. Headed Multi-channel contact center operations staff of 19 who provided

telephone support for all 240 U.S. embassies and consulates worldwide

. Organized support teams to establish requirements and procure all IT,

PBX, UHF radio, and secure VTC hardware for the new U.S. embassies in

Baghdad and Kabul.

Technical Experience:

. LAN/WAN. Hands-on Manager in charge of De-installing all Wang VS

equipment and replacing it with a Microsoft LAN(LAN consisted of 2 server

rooms with 12 servers, dozens of CISCO switches, and over 350 desktop

PCs)

. Responsible for overall system administration and system security.

Responsible for both the unclassified and classified LAN and Network

Operating Center.

. UNIX servers: Designed and developed a UNIX-based server solution that

captured, stored, and automatically disseminated State and Defense

department telegraphic traffic throughout an embassy. This was a full

life-cycle project that started with hardware and software selection,

application creation and debugging, testing, and fielding.

. System administration and security for IBM & Wang Mainframes

Education & Professional Certifications:

. B.A., Sonoma State University

. A+ and Network + Certification

. Leadership & Management School

. UNIX Systems Administration

. ISSO Certification

. Commercial Satellite Operations

. ACF2 Security Manager

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