Engineer Customer Service

JUDY M. GOLLAWAY

**** ******** **** **********@*******.*** (Cell) 703-***-****

Fairfax, Virginia 22033

INFORMATION TECHNOLOGY PROFESSIONAL

Seasoned professional with over thirty years of diverse management experience in government, military, and commercial information systems. Extensive technical background with large data centers, cryptographic-based telecommunications systems, and computerized data communication systems. Recognized as a subject matter expert, currently specializing in a leading government intelligence agency’s transition from a Service Domain Manager to a Managed Service Provider environment. Respected technical specialist with visible achievements and proven leadership skills.

QUALIFICATIONS SUMMARY

Management/Team-Building Skills: I am an open and honest team leader, with both my team members and my clients. I facilitate team communications, solicit and share ideas, and ensure the understanding of shared objectives. I strongly encourage staff training and mentorship. As a senior IT management specialist, I am frequently called upon to address problem areas with issues ranging from broken work flow processes to diplomatically collaborating with partner agencies or organizations to address project roadblocks across the enterprise. It is not unusual for me to prepare and brief project status from group chiefs to major federal agency directors.

Technical Skills: Within the field of information technology, I have an extensive technical background. My work spans years of development and implementation on increasingly complex computer networks and applications. Many of my projects have been highly visible, of significant dollar value and cost impact. I routinely support “outside the box” requirements, coordinating details on emerging technologies while ensuring compatibility within an organization’s security and operational confines. For example, after 9/11, I applied an innovative network solution that enabled my organization to restore services and save in excess of $300,000 by leveraging an available facility’s infrastructure which was still intact.

KEY SKILLS AND FOCUS AREAS

Project Coordination Technical Troubleshooting

Problem Resolution Customer Assistance/Support

Interpersonal Communication IT Hardware/Software Installation

Staff Development LAN/WAN Client/Server Operations

PROFESSIONAL EXPERIENCE

ENGILITY/TASC, INC. April 2011–Present

Senior Staff/Networks Service Domain Management. Responsibilities include coordination with customer service engineers on the assessment of customer needs and development of requirement scope, collaboration with engineering and operations stakeholders, both within the organization and with external mission partner stakeholders. This can range from Federal level Intelligence Community, DoD, to local government officials. Requirements analysis is supported by collaboration with capacity and performance metrics review, leveraged against budgetary constraints, and mission priorities. Problem Coordinator for the Problem Management Board–an ITIL business process. COMM Representative to the Continuity Working Group, leveraging extensive technical and institutional knowledge to support the organizational Continuity of Operations (COOP) requirements development. Lead Network Systems Engineer assigned to complex inter-agency projects where I have been instrumental in identifying and resolving project risks. Proficient in numerous operating systems, network tool applications, specialized LAN programs, website/graphics design programs, database/spreadsheet applications, and email programs.

RAYTHEON September 1999 – April 2011

Principle Systems Engineer. Responsibilities included systems engineering and project management on a variety of networks for a worldwide government customer. Additional duties included: requirements review and analysis, mentoring colleagues and field personnel. Reviewed and approved engineering designs produced in my department in preparation for board reviews by contract customer. Excellent rapport with customers within the community. Performed Engineering and Project Management duties for projects ranging from $50k to multi-millions. Participated in Tiger Team efforts, focusing on process improvements, from Six Sigma to customer mandated teams. Represented our functional branch as a Subject Matter Expert (SME) at multiple process improvement boards.

Telecommunications Technologist/Systems Engineer. Responsibilities included the Detachment Communications Center Engineer. Additional duties included field engineering for the Centralized Installations Group. Duties included the engineer, design, and managing the implementation of new Communications Equipment Rooms (CER), and of new, redesign and upgrade circuit requirements. Designed and implemented plans to renovate the Detachment COMM Center by upgrading the infrastructure and communications equipment to facilitate the increasing requirements. Provided engineering and network training to new employees. Provided technical assistance to project managers, maintenance and operations personnel. Performed the additional duties of Detachment Maintenance Lead during an extended vacancy. Instrumental in the coordination of a scheduled COMM Center power outage. Developed a restoration plan in which we returned service to the customer 12 hours ahead of schedule.

LOCKHEED MARTIN October 1997– September 1999

Systems Engineer. Responsible for the engineering, design, and implementation of new requirements in the Communications Center and various off site locations. Provided technical assistance to program manager and technicians, and reported on the status of projects. Interfaced with the customer, management, and technicians to facilitate project completion.

Engineering Technician. Assigned to the CER installation team. Responsible for the installation and upgrade of communications centers, both on site and at various customer facilities. Provided technical assistance during the planning phase prior to the start of the actual installation. As a member of the installation team, I was responsible for interfacing with the customer, together with performing the installation, integration, testing, activation, troubleshooting of circuits and cabling requirements for the network.

COMPUTER SCIENCE CORPORATION October 1995– October 1997

Electronic Technician Specialist. Assigned as a Team Leader at the Department of State (DTS-PO) for the installation, upgrade, and integration of the DTS-PO network throughout the world. I supported the Field Support Group (FSG) in design, testing, integration, troubleshooting of circuits and cabling requirements for the network. As the Lead Electronic Technician, I was responsible for the Installation Material Requests (IMR) for rack and stack, cable fabrication, testing and integration of new installation per the Request for Change (RFC) for future installations. All of this required a working knowledge of various types of multiplexers, modems, packet switch nodes, LANs/WANs, router, encryptions, and satellite equipment, cable fabrication and installation, fiber optic fabrication and termination, duct and conduit installation, and the tools necessary for E&I work.

MANTECH FIELD ENGINEERING CORPORATION September 1991– July 1995

Electronic Technician & Installer. Assigned to main communications center at the NSA with primary duties of new installations. Operated, repaired, and installed cryptographic based telecommunications systems (same as noted above with CSC).

U.S. NAVY & U.S. NAVAL RESERVES April 1983– December 1991

Petty Officer, Cryptologic Technician Maintenance (CTM). Naval Security Group Activities. Performed installation, preventive and corrective maintenance support on a wide variety of cryptographic-based communications systems. The various types of equipment included IBM PC AT/XT and 386-class desktop computers, terminals, modems, multiplexers, secure FAX, teletype, Mitel switch, patch panels, fixed plant facilities, station clock and testing facilities. As Reservist, led team of five CTM personnel.

CERTIFICATIONS & TRAINING

SIX SIGMA Certified, 2010 ITIL Foundations Certified, 2011

U.S. NAVY TECHNICAL & LEADERSHIP TRAINING:

Navy Leadership & Management Training

Basic Electricity and Electronic School

Cryptologic Technician Maintenance School

Crypto Maintenance (various)

Teletype Repair

Terminal Maintenance

SPECIALIZED EQUIPMENT: MPLS (CISCO, Juniper, Foundry) equipment, SONET, Various Type 1 and Type 2 encryption equipment and technologies, ATMs, Multiplexers, VOIP & PBX technologies, Packet Switches, Mobile Systems.

SECURITY CLEARANCE: Active Top Secret/SCI with Current CI Polygraph

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