Manager Customer Service

LARRY S. SCHREIDER, PMP

*** ********* ****** • Toccoa, GA 30577 706-***-**** / 703-***-****

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

PROGRAM DIRECTOR

Strategic leader in IT program management and development with over 20 years of experience as

the driving force behind multiple successful technology contracts for major federal and state entities.

Proven history of delivering multimillion dollar business by developing winning proposals for IT

infrastructure projects and processes. Able to design forward-thinking technology strategies that

provide necessary organizational structure. Strong leader with a talent for guiding teams in delivering

operational excellence. Adept at forging and maintaining solid client relationships, with a focus on

understanding and capitalizing on client needs.

Program Management • BPA/GWAC • Project Management • Business Unit Leadership • Team

Building

IT Infrastructure Development • Contract Management • Client Relationships • Proposal

Development

Process Improvements • Executive Communications • New Business Development • Budget

Administration

Service Delivery • Process Reengineering • Presentations • Service Desk • Organizational

Development

PROFESSIONAL EXPERIENCE

TELESIS Corporation, McLean, Virginia

Program Director/Solutions Architect/Senior Consultant • 2013 - Present

Provides Solutions Architecture expertise for new opportunities and ongoing programs.

Develops technical, staffing, quality assurance, and pricing solutions for TELESIS program

opportunities to meet contractual performance requirements.

Supports TELESIS proposal efforts

TAPE (Technical and Project Engineering), Alexandria, Virginia

USPTO Program Manager • May 2013 – June 2013

Bid as Key Program Manager on a $150M, 500 person contract to provide support services to the

US Patent and Trademark Office. During the two months TAPE was waiting for award, I prepared

the Program Management Plan, the Transition Plan and schedule, and the Program Organizational

Chart. I interviewed and extended contingent offers to over two dozen PMO staff members for the

program. TAPE was not successful in winning this program.

ACENTIA (Formally ITSolutions), Falls Church, Virginia • 2011- 2013

BRAC BP 198 IO&T Program Manager

Lead and managed a team of over 400 Acentia and subcontractor staff in preparing the Defense

Heath Headquarters facility for the collocation of the Surgeon's General of the Army, Air Force,

Navy Bumed, and TRICARE Management Activity. This $127M, 30-month contract under the DoD

oversaw construction, design, purchase and installation of 160 VTC systems, furniture for 3000

users, achieved IA certification of the SIPR and NIPR networks, the purchase and installation of the

IT systems, and the relocation of 3,000 military, civilian, and contractor staff. Critical services I am

responsible for included:

• Comprehensive Program and Project Management – Integrated project management with

the building owner, the general contractor, the tenant, GSA, and Tricare Management

Activity

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- Construction Integration - Risk Management

Management - Overall Budget Responsibility

- Change Management

- Managed 15 different small and large business subcontractors; over 80 vendors

• Complete DoD Information Assurance Certification and Accreditation Process (DIACAP)

Certification

• Lifecycle (design to deployment)

- Information Technology - Furniture

(install) - Way Finding

- Video Teleconference (VTC)

- Distributed Antenna System for cellular service

• Move and relocation, including move logistics and planning, Service Desk, and asset

management

• Strategic Communications

- Newsletters, Video Production - Websites (public & secure)

• Security Design Engineering (Physical Security)

Acentia’s integrated management approach focused on cost and operational efficiencies to

eliminate risks at the latter stages of lifecycle development, enabling my team to provide early cost

estimates and technical scope management, while ensuring this new facility met DoD Anti-

Terrorism Force Protection standards.

INTEGRITY MANAGEMENT CONSULTING, McLean, Virginia • 2010-2011

Program Director (2010-2011)

Lead and managed the national practice group that provided program management and acquisition

contracting support services to the General Services Administration and other civilian agencies

under a GSA BPA. Responsible for client relationship management, service delivery, staff oversight,

contract growth, quality and profitability necessary to maintain and expand the client base.

COMPUTER SCIENCES CORPORATION (CSC), Hanover, Maryland • 1994-2010

A $16 billion international business and IT services company with over 90,000 staff in 90 countries.

Acting Business Unit Director / Program Director, North American Public Sector (2008-2010)

Lead all operational and financial areas of the State and Local Government Solutions division in

Maryland. Managed the CSC State of Maryland CATS II BPA for all state contracts. Managed

development of solutions specifically tailored to clients in state and local government transportation,

as well as other key areas. Negotiated and maintained over a dozen contracts. Strategized

business development initiatives. Coordinated PMO operations. Administered finances, invoicing,

and subcontracting. Directed the activities of six program managers. Previously managed the

Network Managed Services program, with full authority over operations, network service desk

(NOC), maintenance, and engineering for the State of Maryland Department of Transportation.

Monitored service delivery for performance and quality. Supervised other major contracts.

• Recovered funds for short-paid invoices from 2008 onwards by negotiating with the State of

Maryland to resolve a contractual dispute over covered network devices.

• Eliminated $250,000 in monthly client expenses by initiating and managing a large-scale

restructuring of the contract, with increased scope for covered devices and updated pricing from

fixed per unit to firm fixed.

• Drove a $4 million increase in the contract ceiling and gained a 6-month extension on contract

terms as a result of the contract restructuring.

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Oversaw preparation of proposals and oral presentations for U.S. federal and state business

opportunities. Provided subject matter expertise, written materials, and bid information for

prospective clients, including the Executive Office of the President, Equal Employment Opportunity

Commission, and GSA. Orchestrated technical responses for new and recompete proposals.

Developed strategy, pricing, and oral presentations.

• Delivered an advantage on the EOP and MDOT proposals by being bid as key Transition

Manager.

Director / Program Manager, Pension Benefit Guaranty Corporation (2008)

Supervised oral presentations, contract transition, consolidation, Service Desk, and infrastructure

reorganization. Recruited, interviewed, and hired staff for the transition team. Coordinated planning

and migration to a service aligned organizational architecture.

• Streamlined four existing contracts into a single new contract.

• Managed all infrastructure operations including the NOC, Services Desk, servers, and web

development

• Maintained stable operations during the process of contract and infrastructure transition.

Director / Program Manager - Millennia GWAC (2007-2008)

Acted as primary point of contact with FEDSIM, providing a single point of contact to the

government GWAC contracting officer, and back up support to the individual task orders contracting

officers. Drove internal support of Millennia and Millennia Lite task orders throughout the PMO.

Participated in bid/no-bid reviews, monitored RFP status, preparation, and delivery. Guided and

advised personnel on preparing proposals, completing task orders, pricing, negotiating contracts,

and communicating with PCO staff.

Led the GSA / FSS Managed Services contracts for Europe and Asia.

• Facilitated process improvements by contributing recommendations during process reviews.

• Assured a seamless transition for the GSA / FSS contracts through close cooperation with the

vendor.

Director / Program Manager, GSA Federal Supply Services (2002-2007)

Director responsible for the GSA Distributed Computing Services (DCS) BPA. Managed a mission-

critical contract spanning 120 personnel, $100 million, and six years. Developed strategy,

operations, and business development functions for seven FSS CIO task orders including

managing enterprise wide desktop support, wide-area network infrastructure, servers,

telecommunications, and an enterprise-wide IT service desk. Coordinated project planning and

implementation. Ensured high visibility for senior government IT personnel across all areas of

operations and staff. Delivered comprehensive information on compliance with new FSS

requirements. Administered the FSS IT infrastructure across the United States, Asia, and Europe,

including the IT help desk.

• Spearheaded the GSA proposal that streamlined 35 global infrastructure support contracts into one.

Coordinated transition support, incumbent capture, and integration of 15 help desks under a single

enterprise-wide service desk.

• Served as Chief of Staff for the GSA CIO of the Presidential Transition Support Team.

Implemented the infrastructure for voice, data, and help desk services for the 2004 election

cycle with support for 600 staff members.

• Under the DCS BPA, generated new business by developing and pricing multiple winning

proposals, including new and expanded services such as managed telecommunications for

FSS sites in Asia and Western Europe.

Manager, NASA, Information Technology Division (1994-2002)

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Directed operations and management for the Marshall Space Flight Center (MSFC)

telecommunications facility. Coordinated telecommunications services via engineering, technical,

and subcontractor teams. Ensured appropriate maintenance and administration of PBXs and

switches. Managed radios, the cable plant, and cellular service provision at Michoud Assembly

Facility. Oversaw procurement and distribution of voice and near-site data circuits. Monitored and

allocated project budgets. Planned and justified expenses for new projects. Took an integral role in

telecommunications transition for Y2K.

• Saved $400,000 / year in telecommunications costs by combining MSFC circuits under one

contract.

• Cut cellular annual costs by $75,000 via a pilot project using cell phones with MSFC PBX

extensions.

• Enabled expanded helpdesk support services, including agency-wide, 24/7 support, without the

need for additional staff. Developed technical specifications and review criteria for a new CTI

system.

• Reduced third-party expenses 50% by extending the MSFC telephone system to five offsite

facilities with no additional circuit costs.

• Delivered specifications for improvements to safety and emergency response via a new E911

system.

• Pioneered multiple projects to improve the overall telecommunications environment.

• Instrumental member of the ISO9001 team that guided the contract in achieving ISO9001

registration.

Special Projects:

• Manager, NASA Customer Support Center, PrISMS Contract: Oversaw the 24/7 enterprise-

wide customer IT support center, which provided technical support for more than 10,000 local

users and 15 NASA Centers. Served as chair of the Change Control Board for the help desk /

service management system. Provided back up monitoring to the Marshall NOC and the Center

Emergency Operations Office. Developed a five year plan. Drove modernization and virtualization

of the support center. Leveraged metrics to improve service.

• Manager, Customer Services, PrISMS Contract: Led customer service teams in delivering

consulting and tier 2 support services spanning MSFC Computing and Communications Users

and the IT Office.

UNIVERSITY OF PHOENIX, Phoenix, Arizona • 1999-Present

Senior Member of the Teaching Faculty

Develop and instruct courses in Telecommunications, Networks, Project Management, and

Management for undergraduate and graduate students in the College of Information Systems and

Technology. I have total responsibility for these courses including preparing the course syllabus,

writing and delivering lectures, facilitating class discussions, grading assignments, and assigning

course grades.

Resume

Additional Roles (details on request):

Digital Equipment Corporation (DEC)

•

• District Business and Quality Manager • Software Services Manager

Computer Products, Inc.

•

• Manager, Applications Engineering • Applications Engineer

• District Sales Manager • Software Engineer

EDUCATION

Master of Arts, Organizational Management

University of Phoenix, Phoenix, Arizona

Bachelor of Science, Computer Systems

Florida Atlantic University, Boca Raton, Florida

CERTIFICATIONS

Project Management Professional (PMP) – Project Management Institute (PMI)

ITIL v3 Foundations Certification

CLEARANCES

Active DoD Secret Clearance (March 2013)

Inactive GSA Public Trust Moderate (January 2011)

Resume

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