IT Manager

Jeremy S. Harris

571-***-**** • ***************@*****.*** • 4801 W Braddock Rd. Apt. 104, Alexandria, VA 22311 SUMMARY

An IT Service Operations Management and Engineering/Design Professional with over 8 years specializing in the infrastructure service delivery / support of IT solutions aimed at providing executive decision support, team leadership and resource allocations to accomplish specific IT program directives. Broad knowledge of networking technologies and operating systems in order to provide a powerful combination of analysis and support pertaining to network operations support and management. Experience in vulnerability remediation and management, hardware/software evaluation, videoconferencing systems and network security, and incident analysis/recovery. Very positive individual with an enthusiastic attitude and a strong interest in gaining professional experience and knowledge in the areas of video teleconferencing, IT Management, Network Engineering, and Network Security. Looking to secure a position with a well-established Government agency, with a stable environment, that will lead to a lasting relationship in the field of Information Technology, and expand my knowledge of the industry to move forward.

QUALIFICATION HIGHLIGHTS & ACHIEVEMENTS

Proven leader, coach, supervisor (informally and formally), team collaborator with all stakeholders providing leadership to accomplish IT program objectives

• Currently leading, coaching and supervising the Windows, Sharepoint, Site Support, and Telephony Team in the IT Infrastructure Department (ITCOS) supporting internal & external vertical teams within the Office of Information Technology (OIT) and the Pension Benefit Guaranty Corporation (PBGC) Enterprise as a Federal IT Specialist Lead.

• Currently managing the technical delivery of services for all Enterprise users for the PBGC for any issues related to Telecom and/or Video Teleconferencing.

• Currently manage an integrated project team of federal and contractor staff in the execution of service delivery for 900+ mobile users (iPhone 5s) for the PBGC as a Contractor through SAIC to include a Mobile Device Management (MDM) solution and Mobile Application Management (MAM) solution configured and managed through Microsoft Intune.

• ITIL v3 Foundations certified

• ITIL v3 RCV (Release, Control, and Validation) certified

• IBM Bigfix Operator certified

• SCCM Operations Troubleshooting certified

• Microsoft Intune Administrator

• Office 365 Global Administrator

• Think Automation Engineer and Administrator

• Splunk Reporting Operator

• Project Manager for Operational Activities / Maintenance tasks

• Subject Matter Expert and Engineer for Mobile Management Solutions and Mobile Device configuration for the entire agency (~1,000 devices)

• Created hundreds of technical manuals and documentation on day-to-day operations and engineering platforms for employees to follow on a daily basis to execute tasks, upgrades, procedures, to maintain or upgrade existing systems

• Created several technical guides and manuals for employees to replace existing systems with state of the art modern platforms

• Created baseline design and security documentation for several projects

• Created and presented documentation to support our Technical Review Board and Technical Reference Manual

• Created and presented hundreds of Requests for Change (RFCs) to present and obtain approval from our Change Advisory Board (CAB)

Proven Federal Manager and Lead for Pension Benefit Guaranty Corporation

• I lead four different Operations teams to include Windows Infrastructure, Telecommunications, Desktop Support and Sharepoint. This is approximately 30 contractors total. I am ultimately responsible for the day-to-day Operations to ensure availability of 500+ Windows server infrastructure, 3000 Windows 10 workstations in multiple environments, 1000 managed mobile phones, Office 365 applications (Outlook, OneDrive, Sharepoint, and Office products), 2400 desk phones, and 40 conference rooms with video equipment.

• I have engineered, configured, and deployed ~1,000 mobile devices using Microsoft Intune to manage each device and manage the applications on each device. I have also refreshed these 1,000 devices 3 times since joining the agency across two different vendors.

• I have managed project teams in response to PVMG vulnerability scanning to remediate critical and high vulnerabilities to ensure PBGC devices are maintained at the most secure configuration levels and patched on a monthly and quarterly basis.

• I am the subject matter expert for modernization of our videoconferencing solutions to include new conference room designing for our new building (relocating 2020-2021) and integrating Microsoft Skype/Teams into our existing conference room configuration.

• I manage the Change Management process and Release Control process for all of my perspective teams to ensure we are following the agency policies and procedures during all change request and deployment activities.

• I have successfully completed the design, engineering, configuration and deployment of production infrastructure for several projects in which I was nominated as the Subject Matter Expert, Project Manager and Engineer for the Integrated Project Team (IPT). This would include developing a project plan, a statement of work, a risk register, status reports, and assisting with budgeting. This also includes creating and maintaining operations documentation to ensure a smooth transition to operations support.

• Proven as an effective escalation point for any and all Operations issues for my perspective teams, and willing to go the extra mile to get the job done and done correctly. Proven Senior Network Engineer responsible for all stakeholder needs for the National Capital Region Network (NCRnet)

• Senior Engineer for team of three Lead Engineers with 5-10 Junior Employees underneath

• Successfully assisted in Engineering a Layer 3 dark fiber network from Washington D.C. to 19 jurisdictions surrounding Washington D.C. that supported Applications such as License Plate Readers, Finger Print Identifiers, and Videoconferencing (to be used in the event of a National Emergency) and to also help these 20 jurisdictions in communicating through integrated databases to track down criminals or persons of interest.

• Implementation included Construction diagrams for laying the fiber optic cables throughout each City, Network diagrams for pre-determined locations where Routers/Switches would be installed to show network flow, and also upgrading existing infrastructure to move from Cisco 3750s using BGP to Juniper MX80s allowing MPLS.

Proven Managed Services Lead responsible for the Design, Implementation, and Support of a Private MPLS videoconferencing network for the State of Colorado Judicial System (13 Courts)

• Engineered Integrated Audio/Video system for each site

• Assisted in planning with customer specific dates for installers to arrive and complete work (each courtroom was a week-long project)

• Worked with Installers to thoroughly test each site after install was completed

• Worked with stakeholders to fulfill any needs or concerns that came up during the installation process

• Supported equipment moving forward after project with daily testing and network monitoring tools. EMPLOYMENT

Federal Operations Lead / Manager for Windows, Telecom, Site Support and Sharepoint

(GS13 Level position)

Pension Benefit Guarantee Corporation (PBGC) – 06/27/2016 – Current

• Manage Site Support for 6 locations (10 employees)

• Manage Telecom Technicians for 6 locations (3 employees)

• Manage Windows Operations team for 6 locations (10 employees)

• Manage Sharepoint Operations/DM&E for agency (6 employees)

• Report to upper management on SLAs (Service Level Agreements) execution for all teams Weekly/Monthly/Quarterly/Yearly

• Escalation point for any Customer Service related issue

• Coaching and supporting team growth to maintain above 90% SLA success (Highest SLA completion monthly for all operations teams)

• Team is responsible for approx. 70-80% of ALL tickets that are not resolved at the Service Desk level

• Manage the Change Management cycle for all teams

• Maintain/Manage the entire ITC/CDEi test environments and ITC lab for entire agency

• Setup opportunities for ALL team members to shadow other teams

• Responsible for operations of all telecom (video and phone) devices

• Responsible for operations of all agency printers and print servers

• Responsible for all Windows Infrastructure in all environments

• Responsible for Sharepoint and Office 365 applications

• Sharepoint Content Specialist for Department (ITIOD)

• Manage PVMG vulnerability remediation for all voice servers on network (15 including FBA sites)

• Manage PVMG vulnerability remediation for all Printers and Print Servers

• Manage PVMG vulnerability remediation for all Polycom audio/video infrastructure

• Tier 3 support for all Mobile issues

• Microsoft Intune MDM and MAM Administrator

• Designing and engineering Professional Video Networks using Skype/Teams, Crestron and Cisco equipment

• Troubleshooting issues with video codecs to include MPEG4, H.263, H.264

• VoIP integration to include NEC PBX on the enterprise level and migration to Cisco VoIP

• Conference room content implementation for use in VTC calls (PC content and DVD/Blu-ray)

• Cisco VoIP network support of all switches and routers (Cisco 3750 and 6500 switches)

• Videoconferencing Integration and Management of an Enterprise Polycom network

• Monitoring and managing the entire corporate network to include VoIP and VTC

• Troubleshooting connection issues with external clients (Cisco/Avaya/Radvision support)

• Support of Polycom Infrastructure (RMX4000 and Polycom VBP 5300E)

• Engineering, implementation, and administration of Polycom VBP5300E series (Video firewall to public internet)

Telecom Lead and Site Support Manager, SAIC

Pension Benefit Guarantee Corporation (PBGC) – 9/11/2015 – Current

• Manage Site Support for 3 locations (10 employees)

• Manage Telecom Technicians for 3 locations (3 employees)

• Managing and supporting Service Desk transition to off-site location

• Report to upper management on SLAs (Service Level Agreements) for both teams Weekly/Monthly/Quarterly/Yearly

• Escalation point for any Customer Service related issue

• Coaching and supporting team growth to maintain above 90% SLA success (Highest SLA completion monthly for all operations teams)

• Team is responsible for approx. 50-60% of ALL tickets that are not resolved at the Service Desk level

• Manage the Change Management cycle for both teams

• Maintain/Manage the entire ITC/CDEi test environments and ITC lab for entire agency

• Setup opportunities for ALL team members to shadow other teams

• Responsible for operations of all telecom (video and phone) devices

• Responsible for operations of all agency printers and print servers

• Manage PVMG vulnerability remediation for all voice servers on network (15 including FBA sites)

• Manage PVMG vulnerability remediation for all Printers and Print Servers

• Manage PVMG vulnerability remediation for all Polycom audio/video infrastructure

• Tier 2 support for all Mobile issues

• Airwatch server Administration

• Designing and engineering Professional Video Networks using Polycom and Cisco equipment

• Troubleshooting issues with video codecs to include MPEG4, H.263, H.264

• VoIP integration to include NEC PBX on the enterprise level

• Conference room content implementation for use in VTC calls (PC content and DVD/Blu-ray)

• Cisco VoIP network support of all switches and routers (Cisco 3750 and 6500 switches)

• Videoconferencing Integration and Management of an Enterprise Polycom network

• Monitoring and managing the entire corporate network to include VoIP and VTC

• Troubleshooting connection issues with external clients (Cisco/Avaya/Radvision support)

• Audio/Video setup and management for live video feeds across network streaming appliances

(VBrick)

• Support of Polycom Infrastructure (RMX4000 and Polycom VBP 5300E)

• Engineering and implementation of Polycom VBP5300E series (Video firewall to public internet) Telecom Technician IV, Support Staff Lead, SAIC

Pension Benefit Guarantee Corporation (PBGC) - 5/14/2013 – 9/11/2015

• Project Manager for Mobile User Migration (900+ users)

• Designing and engineering Professional Video Networks using Polycom and Cisco equipment

• Troubleshooting issues with video codecs to include MPEG4, H.263, H.264

• VoIP integration to include NEC PBX on the enterprise level

• Conference room content implementation for use in VTC calls (PC content and DVD/Blu-ray)

• Cisco VoIP network support of all switches and routers (Cisco 3750 and 6500 switches)

• Videoconferencing Integration and Management of an Enterprise Polycom network

• Monitoring and managing the entire corporate network to include VoIP and VTC

• Troubleshooting connection issues with external clients (Cisco/Avaya/Radvision support)

• Audio/Video setup and management for live video feeds across network streaming appliances

(VBrick)

• Support of Polycom Infrastructure (RMX4000 and Polycom VBP 5300E)

• Engineering and implementation of Polycom VBP5300E series (Video firewall to public internet) Current duties include Project Management on the Contractor side for 900+ users being migrated from Blackberry devices to iPhone 5s. I am also a Team Lead for the telephony team involved in day to day operations with all phones (desk, conference rooms, and mobile devices). Because the voice network is separated from the data network, our team manages upgrades and operations for all Windows servers and Linux servers on the voice network. This includes PVMG resolution and research, and monthly software patching. We also manage nine separate PBX systems that are integrated on the Enterprise level and are responsible not only for day to day survivability, but also monthly reporting of all incoming and outgoing calls and yearly software upgrades. I am also a Team Lead for the Enterprise Videoconferencing / Videoteleconferencing / Audio conferencing for PBGC, and in charge of audio/video integration from the Engineering level to day to day operations. This includes assisting my Federal Manager in the design and integration of new conference rooms and capabilities. I am also in charge of assisting the end user in scheduling and setting up all video and audio calls in the event they would like to connect with anyone inside or outside of the organization. These calls can include VoIP integration and also all types of media including PC content and/or DVD media. Although PBGC has mostly Polycom VTC equipment, my knowledge of other vendors equipment (i.e. Cisco, Avaya, Radvision, Sony) helps in troubleshooting connections issues with external clients in the event that we cannot establish a solid video connection. I was also a key player in upgrading PBGC from an ISDN-only VTC network to adding IP H.323 calling, which enables video resolution to exceed HD quality. I presented the Engineering and Implementation recommendations to the client, then after their approval, installed the video firewall (VBP 5300-E) in the network DMZ to allow IP network video calling to external clients. This was a huge accomplishment for the customer. I have assisted in several conferences and meetings that have required VBrick media. I have acquired knowledge in setting up mobile VBrick devices as well as the video compression (MPEG4/H.263/H.264) of media across the network to all users for PBGC. Although I have not yet received professional training on VBrick, I have acquired enough knowledge to assist in setup and survivability of the VBrick system in the event that PBGC needs to supply any video training or digital media to end users. Being a Team Lead for the Telecom team, I am in charge of managing day to day operations including a ticketing queue for the entire team. We are under contract to maintain an 85% SLA completion for all tickets, to include VIP services, to all employees for any phone (desk and mobile) issue. To maintain this SLA, we follow a strict daily testing schedule and try to resolve each ticket presented with the specified SLA timeframe.

Served as the team lead with specialized equivalent to the GS-13 grade level in contractor service leading a team in developing IT Assets and Technical Requirements utilizing ITIL processes of Asset, Availability, Capacity, Incident, Problem, Service Level and Configuration Management. As the Telecom Team Lead, VTC technician, and PVMG lead for Telephony supporting the Pension Benefit Guaranty Corporation (PBGC), I served as the Telecom Team Lead and Project Manager for the Mobile Migration Team (900+ users). I actively interacted and directed day-to-day activities with the Tools and Workflow reporting units within Asset and Configuration Management, Service Desk, and Continuity of Operations

(COOP) Team(s). I provided weekly and monthly performance analytics on Telecom operations and maintenance, mobile survivability, Enterprise Local Access Network (ELAN) processing, Service Desk Interactions, and key performance indicators (KPI) associated to Availability and Capacity Management Process. I am in charge of and reporting status updates to all levels of personnel on the ITIOD contract, specifically senior management on the contractor and Federal side. Senior Video & Network Engineer, Columbia Telecommunications Corporation 4/15/2012 – 12/10/2012

• Designing and Engineering Professional Video Networks Polycom, Cisco, Radvision, Sony, and Avaya equipment

• Troubleshooting Issues with Video codecs to include MPEG4, H.263, H.264

• VoIP Integration

• Videoconferencing Integration and Management

• Strong network support including TCP/IP Network protocols and firewall port management

• Cisco and Juniper Firewall network support

• Engineering, Installing and Managing VTC Network Infrastructure Equipment (Cisco VCS/Polycom VBP) (Polycom RMX2000 and Avaya Call Manager)

• Project Engineer for several Government Applications (including LPR, GDX, RITIS, NCRnet)

• Sharepoint Administration using Windows 2008 and Design for The National Capital Region

(NCRnet)

Hired as a Senior-Level Network Engineer to manage a team of five Engineers in the Design, Implementation and Post-Deployment support for the National Capital Region Network (NCRnet). This is a local government emergency response network used in the event of any disaster to maintain government continuity between local jurisdictions around the National Capital. This project consisted of installation and leasing of dark fiber from Washington DC out to each surrounding city in the DMV area. There were nineteen jurisdictions involved and the private dark fiber network was used for applications such as License Plate Readers (LPR), Fingerprint Identification systems, GDX, RITIS, Criminal records, and videoconferencing. I managed a team of five Engineers, with each Engineer specializing in one or more of these application fields and worked with a geographic imaging team to plan construction of the dark fiber, installation of all network components including network routers and switches, servers, and VTC. We were also in charge of establishing a colocation in Merrifield, VA to support the survivability of this network in the event that the main site in Washington, DC was compromised. Finally, we were tasked with upgrading the network from Cisco 3750 switches to Juniper MX80s using MPLS instead of the outdated BGP routing protocols. I was also tasked with Sharepoint Administration for the NCRnet. This included building Sites for each jurisdiction under the main sharepoint site for the NCRnet. Each Site was to include workspace for each jurisdiction to save pertinent documentation as well as using the Calendar to manage any events. There was also a place on each Site for emergency contact information for any key players at each jurisdiction. During my time with CTC, I was also the only person managing and upgrading VTC systems for the entire region included in the NCRnet. In my time there, I was able to manage each project handed to me, plus maintain day to day operations and upgrading 22 VTC systems from Tandberg series codecs to the new Cisco version of hardware (mainly Cisco E20, C90 codecs). The day to day maintenance and entire system overhaul included the infrastructure as well. The infrastructure was Telepresence Management System (TMS), VCS Control and VCS Expressway, and a Codian bridge as well as a Polycom RMX. This private network had to integrate with each jurisdictions VTC system which could range from Polycom to Cisco and Avaya. My background knowledge and certifications with each of the vendors played a key role in my ability to integrate across the different platforms and provide sustainability to the entire 19 jurisdictions.

This network design played a key role in the communication between the surrounding cities on the National Capital Region during the 2012 “El Derecho” storm that severely damaged a lot of communications in the region during June of that year. Managed Services, Lead Technician, Solutionz Inc.

State of Colorado - 8/4/2010 - 4/15/2012

• Designing and Engineering Professional Video Networks using Polycom, Cisco, Radvision, Sony, and Avaya equipment

• Troubleshooting Issues

• Managing VTC Infrastructure gear for customers

• Troubleshooting Issues with Video codecs to include MPEG4, H.263, H.264

• VoIP Integration

• Videoconferencing Integration and Management

• Strong network support including TCP/IP Network protocols and firewall port management Although this was my first IT-related job out of college, I was able to move into management quickly based on my prior experiences before and during college. I started on the Help Desk, but within a year was moved to a new role for the company as a Managed Services Technician. This new role required assisting in the design, implementation, and support of entire VTC networks for clients to include the State of Colorado Judicial System. I was in charge of supporting MPLS configuration and sustainability for an entire video network, and the engineering and installation of integrated VTC systems for each Courtroom at specified locations in Boulder, CO and surrounding jurisdictions. This included highly visible systems in front of the Judges and also damage-resistant, covered video systems to be used in cells with inmates. This technology removed the need to transport most prisoners for their hearings. Each system required VoIP integration and also the ability to share PC content across any platform. This required the installation of video projectors, DVD/VHS players, and Smartboards. During my time with Solutionz, I was certified with several different vendors’ audio/video codecs and infrastructure to include: Polycom, Cisco, Sony, Avaya, Vaddio, and Radvision. This knowledge was acquired over the span of two years and assisted me in the integration of any vendor’s system with another.

Prior Management Experience

• Route Manager Trugreen Lawncare (over 500 customers)

• Kitchen Manager Outback Steakhouse (extensive Management training) – 20+ subordinate employees

• Kitchen Manager NY/VA Wings – 20+ employees

• Assistant Store Manager Lowe’s Home Improvement Warehouse – 100+ employees CERTIFICATIONS & TRAINING

• NEC PBX SV8500 Installation and Configuration

• NEC PBX SV8300 Installation and Configuration

• Polycom CVE2.0

• Cisco PATSIV 1 and 2

• Radvision VTC Certified

• Sony VTC Certified

• *currently working on CCNA

• *currently working on PMP Cert

CLEARANCES

• Public Trust (Active) 2013

EDUCATION

B.A. in Computer Information Systems, ECPI University Graduated in June 2010

• Bachelor’s Degree in Computer and Information Science

• Concentration in: Networking and Security Management, GPA 3.4

• Related Coursework:

o Logic and Design- focused on the language of programming, tasks were to draw flowcharts and write pseudo code for programs from scratch (desk checking) o Networking I, II, III, & IV- focused on the design of home to large business networks, router configuration, subnetting, and security of the network through design o Security I, II, III, & IV- focused on the importance of security, implementation, non-repudiation, STIGS, DIACAP process

o Windows Active Directory- focused on security issues, group policies, adding users, resetting passwords, DNS Server (Server 2003 and 2008), administration process Management Information Systems (MIS) Intern

• Completed 135 hours of hands on experience within the IT Department

• Worked hands-on with video conferencing materials

• Able to work hands on with Active Directory (adding new users, changing and resetting passwords)

• Worked hands on using the OSI model to troubleshoot student and faculty issues

• Used imaging software to configure new PCs for students and faculty

• Used Anti-virus software to troubleshoot personal and school PCs for students and faculty

• Able to keep a working inventory of damaged and new software and hardware

• Maintained great customer service

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