Customer Service Project Manager

Anthony M. Grantham

*** **** **. ** #***** Atlanta, Georgia 30363 404-***-****

****************@***.***

Executive Summary

Veteran U.S. Marine with 25 years Information Technology/13 years IT

Director/CIO experience and 15 years IT Security Management experience.

Proven Senior Technology Director/Chief Information Officer(CIO)/Chief

Operations Officer (COO). Solutions driven with emphasis on executive

level customer service. Subject Matter Expert on Department of Defense

(DoD) Enterprise Architecture Framework, War Fighter, and both private and

Aerospace industry best practices. Professionally skilled at salvaging

troubled relationships and building strategic long-term alliances.

Excellent written and oral communications skills. Strong analytical/problem

solving skills with emphasis on completing the mission in both private and

public sectors. Adept at exceeding client/customer expectations on IT

Program Delivery/Solutions Delivery/Disaster Recovery/Business Continuity.

Active DoD Secret Security Clearance - Secret (Expires Nov 2019)

Professional

Experience

First Data Financial Services

July 13-Present

Executive Director/Program Manager/Global Enterprise Security

Atlanta, Ga

Served on the Senior IT Management Staff to provide Program Management

Consulting and direction to Business Executives on the design and

strategically significant security systems, projects, and emerging

technologies as they relate to overall Business Strategy. Utilized both

federal and industry best practices to integrate into the First Data

environment. Serve as Director for the global Electronic Federal Tax Payer

System for the Bank of American client and Internal Revenue Service.

Results

Managed day to day Team aspects, reviewed deliverables, applied

methodology, identified resources, minimizes risks, tracked team hours,

client facing, matrix environment, cross functional teams, technical

excellence, technical presentations of 7-10 IT Security Engineers, and (4)

24/7/365 Data Security Operations Centers with over 100 personnel each,

helpdesk, desktop support, Global IT service management. Provided

professional development and direct reporting for all team members.

Maintained awareness of new and emerging technologies. On-site Desktop

Support to user client, Hardware Repair Services, Customer Service Call

Center Support, CONUS Field Staff Support, Network Technology Services,

Infrastructure Emergency Preparedness, Global Activities Support, Shared

Services, and Architecture Support. Interaction with the customer,

management of operations support staff, supervision and coordination of

multiple subcontractors, and direct responsibility for overall program

success.

Ensured both technical and non-technical internal/external security

controls were established and maintained in a complex IT Security

Environment. Managed IT Security disciplines/tiered architectures/and

access controls. Risk mitigation, reporting, remediation, ITIL.

Captured, conveyed, and monitored Security Risks while managing multiple

Security Projects and working closely with technical teams on Security

Issues. Provided Strategic Insight, forward thinking, and risk mitigation

strategies to support the company business objectives.

Set IT Security Policies, Risk Analysis, Gap Analysis, and established,

maintained, and executed the IT Security Roadmap for the client. Provided

Web Activity Firewall (WAF) and NIRT reports on multiple operating systems.

NIST/ISO/PCI/SOX Compliance Criteria.

Developed strategic business decisions regarding the use of technology, and

participated in riving the technical aspects of those decisions.

Governance of the Risk Management Framework (RMF).

Determined short and long-range information technology needs based on

industry trends.

Defined information technology product and service offerings. Followed up

with clients and stakeholders.

Ensured the integrity and security of organization-wide data, proprietary

information and intellectual property.

Oversaw the development of information technology standards and governance.

Interacted with internal customers and key stakeholders to ensure high-

quality customer service.

Student Excelsior College

Apr 13-Sept 13

Albany, NY

KPMG/Air Force Chief Information Office /

Office of Secretary of Defense- AF/ CIO (OSD)

Jul 08 - Apr 13

Executive Director/Program Manager

Pentagon. Wash DC

Enterprise Information Technology

Contracted as a Senior Technology Consultant to provide customer/client

support to the Secretary of the Air Force Information Technology Budget by

re-architecting the Enterprise Software application for multiple business

areas. Took ownership of the EITDR program to provide an integrated Chief

Information Office (CIO)/IT Governance compliance solution, ensuring

correct budget data reporting to the Office of the Secretary of Defense

(OSD/NII) and the Office of Military Budget (OMB) for Federal Financial

Management Act (FISMA) compliance reporting to achieve congressional

approval of the 110th, 111th, 112th, 113th Congress of the United States of

America.

Results

> Identified opportunities for CIO compliance integration

resulting in a 46%

reduction in the C&A path requirement; consequently

reducing workload for

Program Managers. Complete Task Order Management,

Production Control.

Directed IT Portfolio Managers all USA, Hawaii,

Guam, Japan, Germany. Global IT

Service Delivery. Concentration on IT Governance. Managed day to

day Team aspects, reviewed deliverables, applied methodology,

identified resources, minimizes risks, tracked team hours,

client facing, matrix environment, cross functional teams,

budget performance, provided technical excellence. 25,000 user

clients. Project plans, cost estimation, SLA/SOW/Task Orders.

Developed, coordinated, and integrated technical aspects of

computer analysis and design. Key to this effort was building

and maintaining critical Air Force Technology relationships

nationwide and OCONUS, with more than 115 direct reporting

Portfolio Managers. Capital Planning and Investment Control

(CPIC). On-site Desktop Support to user client, Hardware Repair

Services, Customer Service Call Center Support, CONUS Field

Staff Support, Network Technology Services, Infrastructure

Emergency Preparedness, Global Activities Support, Shared

Services, and Architecture Support. Interaction with the

customer, management of operations support staff, supervision

and coordination of multiple subcontractors, and direct

responsibility for overall program success.

Sox/HIPAA/PCI Compliance. Full SLDC Program management, cradle

to grave. Delivered high level/well organized presentations.

> Implemented a new Graphical User Interface EITDR version 2.9 to

improve navigation access to user education, policy, processes,

theories, and standards on the NDAA process. FISMA

Compliance/FIPS/NIST/OMB/Privacy Act/Computer Security Act/DoD

8500/EKMS/NISPOM/POAM/ATO/ATC/Continuous Monitoring/Incident

Response/DAA/SSP/Certification and Accreditation. Provided

resource acquisition support and oversight of technology assets.

> Streamlined the investment registration process to ensure

appropriate CIO compliance reporting and business requirements

are aligned with the appropriate IT Investments. Provided

leadership Strategic Planning and guidance to Air Force/Army HQ

Staff and major command activities is support of operations and

management. Performed technical assessments and acquisition

requests, while distributing AF/Army Portfolio Management

policy, guidance, and schedules to meet deadlines established by

policy and standards. 3-4 major projects per year or 1 quarterly

with a budget of 4 million annually for 4 years. Understands

contracting billing procedures.

> Program Management policies, guidelines, DoD 8570.01, Project

Reviews, Program Management framework, customer workload

requirements, project schedules, and workplans. SDLC management.

Organizational Change Management/Microsoft Project. Stakeholder

Management and reporting. Statements of Work (SOW).

> Reorganized EITDR path requirements to properly align with the

Acquisition Lifecycle phases and responded to requests for

access of information on the AF IT Budget. Federal Acquisition

Regulation (FAR) and Rehabilitation Act of 1973. Assisted with

the development of organizational policy and procedures from

OSD. Planned, developed and conducted analysis of projected

effectiveness. Exhibit 53/300 Capital Planning Investment

Control (CPIC)/Standard Operational Procedures (SOPs)/IT Asset

Management (ITAM), and Planning, Programming, Budget and

Execution (PPBE). Security Incident Response.

> Provided daily input and direction to Program Managers/Portfolio

Managers on AF CIO policy and procedures, and NDAA Compliance.

Security Policy and Doctrine/Security requirements and

analysis/Gold Disk/STIG's/SSR's Security Awareness Training,

policy, procedures, and Organizational Change.

> Approved/disapproved changes requested by Portfolio Managers and

coordinated EITDR roles and responsibilities with all Air Force

Major Commands throughout the C&A cycle. Federal Architectures-

FEA, FSAM, SOA, TOGAF 9, NIEM. Clinger-Cohen Act. Sarbanes Oxley

compliance and mitigation of audit findings.

> Provided input to all aspects of the NDAA process, to include

Privacy, IT Lean,

Section 508 Compliance, Interoperability, Records Management,

FISMA, DIACAP, DITSCAP/NIST 800-53/NIST 800-37/OMB A-130/123,

FIPS 199/200, ISO 20001 Standards/Certification and

Accreditation/Plans of Action and

Milestones (POAM), Technical Writing, and Threat

Assessments.

Xerox Corporation

Jun 05 - Jul 08

Information Technology Senior Program Manager (PMO)

Atlanta, Ga

24/7/365 Data Center

Provided top-tier customer service while recommending Xerox

hardware/software solutions necessary for effective Corporate Document

Management. Familiar with complete Life Cycle Management from desktop

solutions to Technology Training. Provided technical advice and guidance

to Senior Management Officials. Acted as liaison to clients providing

client development, performance measurement, desktop solutions, business

continuity planning. Provided technical, administrative, and operational

leadership to team members. Concentration geared towards Executive Level

Service Delivery. Responsible for the successful IT Solution Delivery and

resolution of Customer Service Issues. Concentration on IT Governance and

Structure.

Results

> Targeted troubled accounts and rebuilt key corporate relationships

previously viewed as unsalvageable and lost to competition. Identified

add on sales opportunities/solutions management. Excellent business,

financial, and negotiation skills. Managed day to day Team aspects,

reviewed deliverables, applied methodology, identified resources,

minimizes risks, tracked team hours, client facing, matrix

environment, cross functional teams.

> Maintained a high level of customer service while exceeding objectives

and proposed daily goals. Built and managed customer relationships.

Captured and managed customer requirements, objectives, and vendors.

Account management/P&L Management.

> Routinely presented proposals and options to top-level executives and

fiscal staff. Participated in overall business planning, bringing a

knowledge and vision of technology that creates business value.

> Responsible for Technology policy, planning, concepts, scheduling,

tracking and performance reviews. Password controls, virus

protection, and audit controls incident response. Stakeholder

Management and reporting.

Conducted Quarterly Account Reviews. Generated proposals for

equipment upgrades for 24/7/365 Operations/Data Center. On-site

Desktop Support to user client, Hardware Repair Services, Customer

Service Call Center Support, CONUS Field Staff Support, Network

Technology Services, Infrastructure Emergency Preparedness, Global

Activities Support, Shared Services, and Architecture Support.

Interaction with the customer, management of operations support staff,

supervision and coordination of multiple subcontractors, and direct

responsibility for overall program success.

>

> Effectively managed and implemented Microsoft Sharepoint Server 2007

Project/Office Sharepoint Designer Services/Products and Technologies,

and developed training for users.

> Designed Sharepoint Farms upgraded Sharepoint Environments. Ensured

the understanding and acceptance of Enterprise Network Products and

Services.

> Managed a project team of five members and directed daily tasks and

activities to meet client and organizational work objectives, as well

as to execute Operational/Procedural standards/Sarbanes Oxley

compliance. Effectively communicated Project Plans, managed vendors,

and established relationships. Provided input on Vulnerability

Assessments/Penetration Testing. Enforced departmental policy and

utilized industry best practices.

> Innate ability to organize and prioritize to meet strict deadlines.

Evaluated impact of new technologies on current systems and policies.

Georgia Tech Research Institute

Dec 04 - Jun 05 Information Technology Project

Manager/(PMO) Atlanta,

GA

Naval Submarine Activity Center Panama City, Fl

Project Manager/Contracted Consultant for US Navy/Air Force/Army C-4

classified Military Command and Control projects for Technology Services/IT

Delivery/Solutions Delivery. Strong Business Development

Manager/Operations Management.

Results

> Successfully coordinated the planning, testing, and implementation of

the Marine Corps Realistic Operational Communications Scenario (ROCS)

Software Development Project.

> Developed a team of programmers and coordinated test bed

functionality. Project plans, cost estimation, task order

performance.

> Planned and recommended system implementation and architectural

approaches on

US Government classified projects at the Naval Submarine Warfare

Center in Panama

City, Florida. Managed NIPRNet/SIPRNet, FEA (Federal Enterprise

Architecture)

VOIP, OSI Layer 1-3 faults. Joint Worldwide Intelligence

Communications Systems

(JWICS), COMSEC OPERATIONS, and Network Intrustion

Detection/Monitoring.

> Recommended software solutions and Infrastructure changes for Joint

Task Force (JTF) Command and Control. Policy Planning Budgeting and

Execution (PPBE).

> Developed Statements of Work/Work Requests and frequently interacted

with clients via

Conference calls, account reviews, and on-site meetings.

Marine Corps Base, Camp Butler

Dec 94 - Dec 04

Executive Director,(CIO) 24/7/365/Data Center Okinawa,

Japan/Kaneohe Bay, Hawaii

Accountable for an Enterprise-level Telecommunications Control Center

(24/7/365 Call/Operations Center), Network Operating Center (NOC), Network

Security, Help Desk, Computer Systems Engineers, Computer Programmers,

three teams of Network Troubleshooters and a Video Teleconference Center.

Managed daily, weekly, and quarterly activities utilizing MS Project 2010.

Tracked schedules, managed timelines and costs. Implemented disaster

recovery procedures and planning. Drafted security policies, procedures,

password standards and controls in a large Heterogeneous/Enterprise-level

environment. Dealt with IT industry trends, interoperability developments

with both DoD and Non-DOD Agencies, and Information Technology Operations

from both a Technical and Operational standpoint. Served as main conduit

between Executive Level Staff and the IT Enterprise Network End Users.

Responsible for the resolution of Customer Service Issues. Heavy vendor

management/IT Governance and Structure

Results

> Managed assets in excess of 50 million dollars with full P&L, Life

Cycle Development,

Budget Creation and re-forecasting. International Technology Services

experience. Managed day to day Team aspects, reviewed deliverables,

applied methodology, identified resources, minimizes risks, tracked team

hours, client facing. On-site Desktop Support to user client, Hardware

Repair Services, Customer Service Call Center Support, CONUS Field Staff

Support, Network Technology Services, Infrastructure Emergency

Preparedness, Global Activities Support, Shared Services, and

Architecture Support. Interaction with the customer, management of

operations support staff, supervision and coordination of multiple

subcontractors, and direct responsibility for overall program success.

> Provided leadership and guidance, while determining the Scope and

Vision of the

organization. Managed cross-functional/diverse telecommunications

talent of more than

170 personnel. Managed regulatory compliance of Govt IT products

and services

management/Operations Management.

> Maintained detailed knowledge of Data Center Networking Policy and

Procedures, core technology and all IT systems emphasizing customer

relations and conflict-resolution with a customer base of more than

250,000. Supervised, planned and executed training programs for the

department.

Developed strategy for growth and conducted performance reviews

for mid-level Project

Managers. Developed and documented Standard Operating

Procedures (SOPs).

> Served as the Senior Project Manager, developed Project

Objectives/milestones and maintained project schedules, while

recommending appropriate client solutions/Business Continuity

Planning/ DITSCAP/DIACAP/NIST/SOC processes.

> Ensured Information Systems Coordinators (ISC's) were informed well

ahead of planned, pending and ongoing events. Ensured daily customer

requirements were met and continual service improvement processes were

followed.

> Managed, directed, and successfully implemented project NMCI for the

Navy/Marine Corps Internet Project as the Senior Project Manager and

managed a number of Project Plans, five support project teams, and

facilitated change control and Strategic Development.

> Provided consulting and expert advice to Top CEO/CFO LEVEL/C4I

Executives.

Programming, Planning, Budgeting and Execution (PPBE).

> Conducted periodic security audit reviews, network access, Security

Program Oversight/Firewalls/Routers/VPN/IDS. Operations/Risk

Assessments in the Windows LAN/WAN environment.

> Conducted Malicious Logic/Virus Detection Training and

Awareness/Websense/EnCase.

> Reviewed IDS alerts, Network Intelligence, Incident Reports

(IAVA/IAVB).

> Selected to testify in court as Computer Security Expert.

Education

Excelsior College 2015- Masters Liberal Arts

and Sciences

Excelsior College 2013 - BA Liberal Arts and

Sciences

Professional Licenses and

Certifications

? Certified Network Telecommunications Engineer

. Certified Information System Security Manager (ISSM/ISSO)

. Certified Computer Systems Security Concepts and Practices

. Certified Computer Security Risk Management

. Certified Computer Security Risk Assessment

. Certified Computer Security Risk Analysis

. Certified Microsoft's Advanced Networking Techniques

. Certified Microsoft Windows 2003/2008 Server

. Certified Microsoft Windows 2003/2008 Professional Client

. Certified Microsoft's Networking Essentials/MS Office Tools

. Certified Microsoft Exchange Server 5.5 Concepts and Administration

. Certified Microsoft Exchange Server 5.5 Design and Implementation

. Certified Microsoft Exchange Server Performance and Troubleshooting

. Certified Microsoft Supporting Windows NT 4.0 Enterprise

. Certified Microsoft Supporting Windows Core Technologies

. Certified Microsoft Administering Windows NT 4.0

. Certified Small Computer Systems Specialist

. Certified Senior Management Administrations and Communications

? Certified Client Centered Selling

Techniques/Methodologies

? Certified Customer Needs Satisfaction Methodologies

? Certified Professional Sales Skills and

Techniques PSS III

? Certified Professional Sales Skills and

Techniques PSS IV

? Air Force Acquisition 101

Anthony M. Grantham

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