Information Technology Customer Service

The defining leadership traits from my successful career are:

Judgment, Dependability, Integrity, Decisiveness, Courage, and Knowledge.

Summary of Skills/Responsibilities/Experience

10+ years of Professional Experience and Qualifications: Program Management; Project Management; Administrative Management; Personnel and Recruiting; Teaming Agreements; Negotiations; Licensing; Contracts; IT Deployment and User Training (domestic and international); Implementation Management; Federal Agency and Defense Consulting; Systems Upgrades. Provided management oversight of diverse workforce, recruiting, and administrative management of functional areas. Performed business development activities, including the preparation and review of technical and staffing proposals. Ensured adherence to master plans and schedules, developed solutions to program problems, and directed work personnel from various departments. Ensured compliance with relevant corporate and government policies and standards. Customer Service Tier III support; Acquisition policy; Legislative Affairs; Science and Technology programs and applications; Systems Analysis and Exercise coordination (joint and combined forces); Military Training range use analysis; Division level operations Flight operations (Air Force and Navy); Law (Professional and Army Legal Command); Systems Engineering; Workflow analysis and efficiencies; Intellectual Property; Programming; Healthcare industry; Process Improvement; Strategic Planning. Coordinated and monitored the scheduling, and technical performance of company programs, including contracts negotiations.

Experience

Vice President of Information Technology Programs

2017-Present

Veritiss LLC, Reston, VA

Brief Description of Duties:

Corporate executive support of Department of Defense (DoD) contracts at JTF-GTMO, Cuba and Aberdeen Proving Grounds, MD. Project Scheduling, Tracking, Risk Analysis, Cost Management, Personnel Management, Project Performance Evaluation, Process Improvement, Resource Management, Effective Fulfillment of Contract Performance Requirements. Hosted Veritiss Small Business Forum where local small businesses pursued opportunities for teaming and partnering.

Department of State Consular Affairs,

Task Manager, Deployment/Training/Service Desk Tier I, II, III

2014-2017

Phacil Inc., Herndon VA / TJ Westlake, LLC, Potomac Falls, VA

Brief Description of Duties: Program support to Department of State on multi-year IT Systems Refresh and User Applications Training and Service Desk contract. Managing Customer Service Tier III support. Aged open trouble ticket management (trouble shooting and resolution) for Domestic and Overseas sites. Process Improvement. Windows OS upgrade of consular workstations. Hardware (imaging and network protocols) upgrades. Managed consular training in visa and passport processing for domestic passport agencies and international embassies and consulates. Certified as expert in consular affairs applications that are used by Foreign Service officers and staff. Other tasks include oversight of tracking of service desk trouble tickets, metrics, and advanced troubleshooting. Worked closely with 37 government task managers (GTMS) to resolve critical and high priority production problems and issues affecting worldwide operations.

Program Manager

2013

P3 Partners LLC, Arlington, VA

Brief Description of Duties: Short-Term Contract to provide program support to Transportation Security Administration, Office of Information Technology. Managed 3 CLIN teams (IT, Wireless Support, Marketing Communications) to meet agency re-organization and business process improvement goals. Bids and Proposals work including small business showcase at DISA; expertise with FedBid, FBO, and GSA eBuy; drafting of RFIs, NDAs, Teaming Agreements, and other corporate business transactions. Government contract ended and not renewed.

Project Account Manager

2008-2012

Barling Bay, LLC, Arlington, VA

Brief Description of Duties: Project Architect for DHS Immigration and Customs Enforcement (ICE) project to establish consolidated operations facility; Program team lead for major financial system implementation for the Drug Enforcement Administration, Office of Acquisition Management. Served as interface with Department of Justice, IBM (prime contractor), subcontractors, and other Federal users of the automated product. Lead for developing unified policy and procedures for the agency; Team Lead for training instructors for deployment to field sites to prepare 2500 users in new system; and for developing desk reference manuals for all users upon go-live date; Conversion testing; Integrator for Office of Acquisition Management for significant phases of implementation; Direct report to senior leadership; Company policy development; Strategic planning.

Principal / Senior Policy Analyst

2006-2008

HyperMedia Corporation, Arlington, VA,

Brief Description of Duties: Provided executive staffing support to the Defense Procurement and Acquisition Policy Directorate at the Office of the Secretary of Defense (OSD) in the Pentagon. Duties included coordinating the implementation of the 2007 National Defense Appropriations Act as it applies to Departmental acquisition policy. Maintained interactive contact with, and promulgated policy to, all Service representatives, other Defense agencies, and decision-makers throughout the defense procurement chain. Other duties include supporting the analysis, research, and general management of Defense acquisition within OSD, including certification of acquisitions over $1B.

Principal Analyst / Project Manager

2001-2006

SRS Technologies, Arlington, VA,

Brief Description of Duties: BRAC process for Navy commands and facilities; and also supported exercise command and control of Missile Defense Agency (MDA) testing and training in the deployment of defensive ballistic missiles for MDA and host nation clients. OPFOR and TBM scenario experience supporting joint and Allied combined military exercises worldwide (e.g., Juniper Cobra, Joint Project Optic Windmill). Project with the SRS/DARPA Science & Technology Working Group on technological investment options (white paper) for the next two decades in the GWOT. Range analysis of DoD Research Development Training and Evaluation (RDT&E) military ranges as it relates to environmental issues.

Lieutenant Colonel, USAR

2011 - 2012

U.S. Army Reserves, Adjutant General Corps, Branch Chief (G1) for USAR Legal Command.

Commander, USNR

1985-2006

U.S. Naval Reserves Air Intelligence Officer: Command operations and training, various units, US and overseas. Managed Naval Reserve unit programs in operations and training. Implemented procedures to improve systems, practices, resources, and work environments. Naval Flight Officer (A-6E).

Commissioned Flight Officer (B-52 crew), USAF, Active Duty

1975 – 1982

Education & Professional Credentials

•M.S., Human Resources Management, Gonzaga University, 1979

•B.S., International Affairs, U.S. Air Force Academy, 1975 (Basic Engineering core)

•B.S., History, U.S. Air Force Academy, 1975 (Basic Engineering core)

•J.D., University of Minnesota Law School, 1999

Clearance Active TS (SCI eligible)

Professional Certifications

•PMP (PMI)

•CSM (Scrum Alliance)

•ITIL v3 Foundation 2011 (Axelos)

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