Project Manager Help Desk

Frederick Decker

Email: *********@********.***

Address: *** ****** *****

City: Edgewood

State: MD

Zip: 21040

Country: USA

Phone: 443-***-****

Skill Level: Experienced

Salary Range: 55

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

807ErmineCourt Edgewood, Md. 21040

Phone: 443-***-****

EMAIL: *********@********.***

Frederick A. Decker

Objective

To manage and support a service oriented team of professionals as they assist customers with network and workstation functionality.

Experience

April 28, 2011-Aug. 3, 2012 CACI Systems Inc., Washington, D.C.

Project Manager Department of Commerce, OITSIT

Office of Information Technology, Security, Infrastructure & Technology.

Manage projects concerning IT Security involving the following but are not limited to: Logical Access Control, Endpoint solutions, Trusted Internet Connections, IPv6 solutions, SharePoint standup and Personal Identity Verification (PIV) access card and reader rollout.

Oct. 3, 2005-April 27, 2011 General Dynamics/FCBS, Inc. Fairfax, Va.

Department of Commerce IT Service Desk Manager

Lead operations of the Office of the Chief Information Officer (OCIO) ITCSC Help Desk. This includes managing Tier I, Tier II, and Tier III support.

Lead support for the Office of the Secretary including VIP support.

Ensure SLA requirements are met using the ITIL methodology via HEAT support help desk tracking software

During this current tenure, expanded the Office of the Secretary help desk by combining the Office of the Inspector General (OIG), Office of Economics and Statistics (EAS), and members of the International Trade Administration (ITA) based solely on the ITIL model in affect.

Manage changing priorities, evolving technology and user requirements, growing work volumes, and evolving staff, all within ITIL processes and customer performance metrics.

Provided direct support during the migration from Lotus Notes to Exchange/Outlook for the entire Office of the Secretary.

Conducted roll out and provide current support for the security enhancement "Safeboot" provided to all portable computers.

Transferred responsibility of VPN, RSA token, and Mobi-key account deployments from tier 3 personnel to the OS help desk

Became first contact for existing "Sunflower" and "ORSI" help desks due to following the ITIL methodology.

Oversee the creation and deployment of office approved hard drive images along with their support, including Lotus Notes, Microsoft Office Suites, Word Perfect, IPTV, McAfee anti-virus, along with site proprietary applications.

Jan. 3, 2005-Sept. 23, 2005 FCBS/CHM, Inc. McLean, Va.

Deputy Project Manager, House of Representatives

Oversee the migration of 435 offices into a single Active Directory.

Conduct pre-migration, in-office interviews with all parties involved to assure seamless migration.

Provide the office Chief of Staff, TPOC and 3rd party technicians support while tracking their progress using REMEDY.

Maintained Excel spreadsheets, documenting all progress made for reporting purposes.

Created reports reflecting the progression of the office migrations through Remedy inputting.

Oct. 1999-Dec. 31, 2004 CHM, Inc. McLean, Va.

David Taylor/NSWC Service Desk/NMCI Queue Manager

Provide Queue Management support during the migration of all Navy and Marine DOD personnel into a single Navy-Marine Corps Internet (NMCI) domain.

Track all activity and NMCI progress using REMEDY Help Desk support software and available reports.

Act as Liaison between all local site functionality with the east coast (Norfolk, Va.) and west coast (San Diego, Ca.) main facilities.

Create, manage, and support all MS Exchange/Outlook user accounts utilizing Active Directory's "Users and Computers".

Oversaw the support of all NMCI approved desktop applications

Oct. 1990-Oct. 1999 Trandes, Inc/ISA, Inc. Lanham, Md

David Taylor/NSWC Workstation Support/Help Desk Supervisor

Provide PC/MAC workstation and Help Desk support

Manage the Annapolis/Carderock, Md. and Philadelphia, Pa sites directly.

Track all activity with "Magic Solutions" Help Desk support software

Dec. 1989-Oct 1990 ISA, Inc. Merriman, Va.

David Taylor/NSWC PC/Workstation Support Technician

Provide on-site office automation/workstation support

Direct support provided for the repair of all PC and their peripherals interfacing with available outside source.

Feb 1985-1989 TELOS, Inc. Bountiful, Utah

Mainframe Field Service Technician

Provide IBM/DEC mainframe support for the Johnstown (Pa.) Data Center and the A.P.G. Aberdeen, Md. sites including locations in the Baltimore, Md. and Washington, D.C. metropolitan areas.

Military Service

Education

Oct 1978- Oct 1984

United States Navy

Fire Control Technician achieving rank of Petty Office 1st Class.

May 1992 University of Maryland, University College

B.S., Business Management.

Secondary course of study: Information Systems Management.

May 1985 Gavilan College, California

Associates: Electronic Technology

June 1978 Johnstown Vocational-Technical High School

Automotive Technology

Skills

Certifications

ITIL Help Desk

SLA tracking

Remote Desktop

Remedy, Heat, Magic

Safeboot, Mobikey, RSA, VPN setups

Citrix

Web Portal, On-Line Self-Help

MS Project, MS Office Suite, MS Exchange

Active Directory

WordPerfect, Lotus Notes

LAN Desk, SMS

JAVA

Microsoft Certified Professional

ITIL Foundation v.3

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