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Manager Management

Miami, FL
September 18, 2018

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***** ** **** *****

Miami Lakes, FL 33018

Cell: 678-***-****


Proven IT Service Manager. Talented, quality-driven leader demonstrating an effective combination of technical, operations management, project management, and planning skills developed over 22 years of experience with world class organizations. Consistently implementing process enhancements that ensure smooth operations and cost reductions. Recognized mentor with skills that foster staff motivation, loyalty and accountability by empowering decision-making and recognizing contributions.


Project Management Professional (1815554), Project Management Institute

ITIL V3 Intermediate, Operational Support and Analysis (00002363), EXIN

ITIL V3 Foundation, IT Service Management (00004402), EXIN


Project Management Institute (4071498)


Department of the Air Force Commendation Medal

General Dynamics Civilian and Homeland Security Solutions EMPLOYEE OF THE MONTH

Northrop Grumman Commercial, State, and Local Solutions CIRCLE OF EXCELLENCE


Office Products: Excellent skills with MS Office products to include Word, Excel, Project, Power Point and Visio

Software: Skilled with Remedy 8.x ITSM, Incident Management, Request Management and Knowledge Management and Change Management modules. Subject Matter Expert with WSUS, ePO, and LANDesk

Functional Skills: Project Management tools and techniques and ITIL Incident, Request, Problem, Change, Configuration, and Release management processes.


DHS Secret

DOD Secret


DHA Group Inc (6 Month Contract) Sept 2017 – Feb 2018

Miami Lakes, FL

Project Manager: provided project coordination for the Department of Defense, Defense Logistics Agency’s Application Rationalization contract. Worked with stakeholders across nine portfolios to determine the most advantageous direction for the disposition of over 1270 applications.

Lead the creation of multiple Job Aids documenting processes related to daily/weekly reports and building metrics from data extracted for ticket tracking systems. Having these Job Aids greatly decreases the time to train new personnel on creation/completion of contract deliverables.

Authored the Application Rationalization Questionnaire enabling quick and accurate disposition of new applications.

Created the foundation for Ticket/Queue Management the customer used as an enterprise standard.

Open Systems Technologies Corp (2 Year Contract) Sept 2015 – Sept 2017

Columbus, OH

ITIL Specialist: provided direct support to the Department of Defense, Defense Logistics Agency’s Deputy Director of Cyber Security on matters ranging from bench marking performance, creating metrics on the status of the environment, to improve processes leveraging/implementing ITIL best practices and PMI processes.

Manage Tier II and Tier III teams across multiple Task Orders.

Developed Daily, Weekly, Monthly metrics reports showing trends, areas requiring attention, and where they excel at providing support. Provided recommendations for reversing negative trends and addressing areas needing attention are also provided to the Deputy Director and their staff.

Work group member on the development of the customer’s Service Catalog. Prior experience with Remedy, Service Level Agreement (SLA) management, Service Catalog creation, and End-user support in a large government environment directly resulted in the accelerated delivery of new services into the catalog.

Through review and analysis provided customer with detailed reports and recommendations on Continues Process Improvement (CPI) strategies. These recommendations have enabled the customer to make educated, informed decisions resulting in an increase customer support performance and awareness.

Worked directly with the ITSM Sustainment group to enhance BMC Remedy ITSM environment. Through submission of System Change Requests (SCRs) improvements related to navigation, reporting, and use of the application were made.

Trained/educated both government and contract personnel on techniques for leveraging BMC Remedy to provide both situational awareness and superior levels of services to the 27,000 DLA employees.

General Dynamics Information Technology (2 Contract for 8 Years) July 2007 – Mar 2015

Miami, FL

Program Manager: supporting the TOMIS/ITOM contracts with Department of Homeland Security (DHS) United States Citizenship and Immigration Services (USCIS). Key member of the management team focused on the implementation of ITIL framework and processes. Responsible for IT operations, projects, and staff performance management. Reduced operational risks and improved processes. Successfully managed a staff of 7 task managers supporting over 24,000 users with 230 technical support specialists providing infrastructure, desktop, telephony, and mobile communication device (MCD) support.

Constantly exceeded contractual Service Level Agreement (SLA) goals. This was accomplished by; process documentation, solid ticket management practices, training, open communications, and constant monitoring – situational awareness.

Worked on contract proposals teams. Areas of expertise for proposal writing are; technical solutions, innovation, use of remote management tools, deskside support, server support, disaster recovery, and hardware repair.

Provided Project Management support to over 400 projects. These projects included: deployment of new applications, deploying application updates, remediation of vulnerabilities detected during security scans, technical refreshes, and infrastructure upgrades.

On-time, on-budget research, design, and pricing of a 1.5 million-dollar LANDesk software, hardware solution for managing DHS USCIS’s over 24,000 computers and servers located at both CONUS and OCONUS office. The first 2 years this management suite was in production it achieved the industry standard of Five Nines (99.999%) for uptime.

As part of the senior management team, was responsible for the implementation of ITIL Incident and Problem Management processes. This resulted in improved process documentation in both Standard Operating Procures (SOP) and Knowledge Base (KM) articles. Additionally, by adopting the ITIL Rapid Restoration of Services approach first and then turning it over to Problem Management for root cause and documentation, the customers levels of productivity increased as a result of the decrease in the duration of outage.

Managed the Tier III group responsible to supporting the over 30,000 Exchange email accounts. This support required ensuring the availability of the system, responding to and working with other agencies on issues, updates, and releases, responding to FOIA request as directed, assisting on the remediation of PII spills, and assisting the assigned ISSO with Certification and Accreditation of the system.

Northrop Grumman (5 Year Contract) Dec 2002 – July 2007

Atlanta, GA

Deputy Area Manager/Technical Lead: Provided Novell and Windows operating support, file server installation, troubleshooting, and technical consultation to client agencies with complex networking environments. Consult with clients to determine the optimal application of technology solutions to meet their current and future IT needs.

In the absence of the Area Manager, supervised a staff of approximately 20 technicians across 7 states.

Trained field support personnel in the use of LANDesk and Active Directory/Exchange account administration.

Managed Active Directory Group Policy Objects. Created and tested new policies, researched and remediated policy conflicts, and recommended, configured, and implemented policy settings for meeting DHS Hardening standards

Getronics Government Solutions (2 Year Contract) July 2000 – Dec 2002

Arlington, VA

Senior System Analyst: Provided on-site technical support and network administration for clients including; installation, maintenance, upgrades, troubleshooting, and support for servers, tape backup units, and workstations.

Sentinel Technologies May 1998 – July 2000

Springfield, IL

System Engineer: Provided network systems administration for client’s Novell network including; installations, troubleshooting, configuration, upgrades, support, and maintenance.

United States Air Force Apr 1982 – Nov 1993

Honorable Discharge

Technical Sergeant (E6): Advanced through increasingly progressive leadership roles based on the demonstrated capacity to lead, and mentor personnel. Provided senior level leadership, technical expertise, and oversight of aircraft weapons systems. Served as the Non-Commissioned Officer in Charge (NCOIC) supervising and overseeing the work efforts of enlisted soldiers providing aircraft maintenance support. Provided administrative support, training, and guidance to all subordinate personnel on all operational activities, scheduling, and direction of work assignments and evaluated and supported the staff in the performance of their job duties; completed consistent and ongoing performance reviews to ensure employees were productive, accountable, and successful in their positions.

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