Customer Service Project Manager

Summary

Objective:

Am seeking an opportunity to utilize wide ranging IT experience for a

technically demanding managerial position. Has successfully managed several

teams that have provided excellent service within contractual boundaries

with high customer satisfaction. Skilled in the installation,

configuration, administration, and troubleshooting of advanced network and

information systems. A professional who has worked in the USCENTCOM AOR for

a combined 7 years. Has worked at various levels of the militaries C4

concepts Command, Control, Communications, and Computers while in USCENTCOM

AOR. Has worked in austere living conditions for extended periods of time

in Iraq, Afghanistan and Kuwait as a U.S. Marine and as a Department of

Defense contractor.

Education:

BSITM - Bachelor's of Science in Information Technology Management UMUC

(Current - December 2014)

Associates - Human Resources Management from UMUC Achieved 2014

Undergraduate Certificate - Human Resources Management from UMUC Achieved

2014

Certifications:

CCNA - (Cisco Certified Network Associate) Achieved 2012 Cisco ID:

CSCO12250159

CCNA - (Voice) Achieved 2014 Cisco ID: CSCO12250159

CCNA - (Security) Achieved 2014 Cisco ID: CSCO12250159

MCITP - (Enterprise Administrator Windows Server 2008) Achieved 2013

Microsoft ID: 9178586

ITIL-F v3 - Achieved 2013 ITIL ID: EXN4753370

Lean Six Sigma Black Belt - Achieved 2014

OSHA 30 Hour General Industry - Achieved 2014

CompTIA Advance Security Practitioner, Security+, Project+, Network+,

Server+ - Achieved 2013 CompTIA ID: COMP001006300321

Professional Experience

Exelis Systems - FOB Shank, Afghanistan 6/2012 to Present

Sr. Network Administrator/Information Assurance Analyst

Sr. Network Administrator Duties

Experienced troubleshooting procedures of complex networking issues.

Understands information security in an enterprise environment as it relates

to networking. Understands the proper implementation of IP and associated

protocols (TCP, UDP, ICMP). Works closely with the IA Analyst to implement

network-security architecture best practices. Provides technical leadership

to team members to form a set of comprehensive and coherent plans to

support the Strategic network on NIPR, SIPR and CX-I. Manages project

initiatives ensuring effective cross-functional representation ensuring

proper prioritization and customer satisfaction.

Awarded the Exelis Presidents Award for 2013 for excellent performance.

Assistant site lead for the DSST at FOB Shank

Project manager over O&M for FOB Shank Strategic utilizing desktop

engineering for planning and implementation

Responsible for maintaining and operating switches and routers form the

Tier 2 and below

Monitor availability and reliability of LAN/WAN circuits from the Black

Core

Analyze and report outages and corrective actions to Regional Network

Operations Center (RNOSC)

VLAN administration though Core SVI and though DHCP administration

Responsible for CAT-5 remediation, tactical to strategic migration of VOIP

and switch assets on all three enclaves

Responsible for all duties and responsibilities of the Tech Control

Facility (TCF) to include DISA compliancy reporting

Use SNMPc to monitor and track the network

Network Cabling Inside Plant (ISP) and site surveys to provide planning

documents to the customer

Plan network development and expansion as needed

Perform other duties as assigned

Information Assurance Analyst Duties

Is responsible for ensuring and documenting that all systems are regularly

scanned and audited in accordance with applicable DoD policy and

procedures, and that incidents are documented and accounted for as

necessary through leadership. Employs network scanning tools such as

REM/Retina, SCCM/SMS, WSUS, AV, etc, to detect system and network

vulnerabilities/deficiencies, as part of a proactive network security

policy. Utilizing skills to determine if requisite cyber security patches

and remediation procedures have been applied per IAVA requirements.

Provided key government personnel with general information security support

Provided key government personnel with policy coordination and

interpretation support

Provided ITT Exelis management with regulatory interpretation support

Assisted with the development and implementation of a defensive security

program to protect information systems and documents

Conducted weekly and monthly vulnerability assessment scans of the network

servers and clients, using eEye Retina and Q-Tip

Reported vulnerabilities to higher commands weekly

Provided follow-on technical analysis of vulnerabilities and mitigation

efficacy

Utilized GFI Languard to push spot patches

Daily ticket actions in Remedy Action Request System, including Access

requests, GPO modification requests, account creation requests, and

security incidents

Managed security incident containment and clean up and perform other duties

as assigned

Meggitt Training Systems Inc - Suwanee, GA 5/2011 to

6/2012

Technical Trainer/Installer

Has installed and provided detailed technical training to high ranking

military and law enforcement personnel on the set up of the XVT-2 systems

that utilizes the BlueFire or tethered weapons. Provided technical training

on the installed equipment by traveling to the customers location.

Provided outstanding assistance and customer helpdesk support on current

and legacy systems such as the XVT.

Handles customer training on the use and Authoring of Meggitt Computer

Generated Imagery (CGI) scenarios.

Manages the client training on Meggitt Video Authoring Station, Lanes

Authoring for Military, and Law Enforcement.

Attends training on the shipping and receiving of live fire and virtual

components for warranty or billable repair.

Leverages system administration experience while utilizing full knowledge

with EAR99 and ITAR regulations.

Approaches assigned tasks with enthusiasm and pride, and fulfills all of

them within established expectations.

Customer service representative for South America.

Esquire Solutions LLC - Atlanta, GA 1/2011 to 5/2011

Sales Operations

Technical and Administrative Support Functions. Provided a wide range of

timely technical IT support as well as administrative support to the Sales

Floor.

Created operating procedures for IT operations, which provided a baseline

for metrics and continuous improvement.

Re-engineered business processes and workflows to increase business

performance and improve system up-time.

Responsibilities included the creation of useable documentation for system

upgrades and back-out procedures.

C4 Planning Solutions LLC - Kuwait, Kuwait

12/2005 to 11/2010

Customer Service Manager and Technical Full Time Equivalent (FTE)

Decisively managed Department of Defense resources that impacted the

productivity of soldiers in a positive manner. In support of a Defense

Information Systems Agency (DISA) contract to support data replication

between United States Army Central Command (USARCENT) Atlanta and USARCENT

Forward Kuwait possible. Utilized a wide variety of complex proprietary

software called Enterprise File Delivery (EFD) that ran on Solaris 8/10

servers.

Maintained equipment inventory while keeping track of thousands of dollars

of equipment being shipped.

Provided system demonstrations training and program outreach to soldiers on

the capabilities of Akamai.

Demonstrated ability in providing assistance to Akamai help desk

technicians FTE support in Abu Dhabi, Bahrain, Qatar, Kuwait, Djibouti, Al

Asad Iraq, Baghdad Iraq, Bagram Afghanistan, Kandahar Afghanistan.

Offered metric testing and touch maintenance for Akamai Global Content

Delivery Services (GCDS).

Fostered an environment in which soldiers were able to learn how to use

Enterprise File Delivery (EFD) while maintaining sensitive data integrity

when moving between their respective commands in Atlanta or Kuwait.

Skillfully implemented and monitored high visibility systems for DISA, such

as: Akamai GIG Content Delivery Service (GCDS) suites throughout the U.S.

Central Command areas, such as: Abu Dhabi, Bahrain, Qatar, Kuwait,

Djibouti, Al Asad Iraq, Baghdad Iraq, Bagram Afghanistan, and Kandahar

Afghanistan.

Investigated and troubleshot hardware/software problems, performed system

hardware and communication connection repairs to restore interoperability

of EFD. Provide weekly situation reports for DISA program office.

United States Marine Corps - United States 9/1996 to 12/2005

A Non Commissioned Officer in Charge with a Military Occupational Specialty

(MOS) 6694 assigned to New River Air Station, NC - US Marine Detachment

Navy Supply Corps School Athens, GA - Futenma Air Station, Okinawa Japan -

Camp Pendleton, CA

Awarded Navy and Marine Corps Achievement Medal in October 2005.

Achieved the Certificate of Commendation from the Commanding Officer of

Marine Aviation Logistics Squadron 26.

Received the Certificate of Commendation in September of 2004.

Management recognized for outstanding performance - awarded National

Defense Service Medal, Global War on Terrorism Service Medal, Global War on

Terrorism Expeditionary Medal, and Iraq Campaign Medal.

Expertise resulted in the competitive selection to Supervisor in charge of

the Network Administrative Division for the flight line while in the

continental United States, and deployed abroad in a wartime environment.

Contact this candidate