Project Manager Service

David M. Younce Sr. Mobile Phone: 443-***-****

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

Abingdon, MD 21009 Email: ********@*******.***

SERVICES OPERATIONS MANAGER

SUMMARY

To secure an Information Technology Management position in which acquired expertise, creative talents, and commitment to

Customer Service Excellence will have valuable application.

RELEVANT EXPERIENCE

• Innovative professional with Fourteen plus years of progressive management and project management expertise in Information

Technology, with demonstrated initiative, creativity, and success. Proactive leader/manager with experience in multi domain and

global enterprises.

Expertise in resource management and planning, to include personnel management, budgeting, customer service, staff training,

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supervision and mentoring.

Professional trained and certified in Project Management and ITIL (Information Technology Infrastructure Library).

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Highly skilled in scheduling and management of personnel to meet the needs of high level government customers.

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Known for developing new strategies, and tools for deployment of hardware, software requirements within the Information

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Management Center.

Experience in managing resources in excess of 200 Service Desk, Desktop Support, Managed Print Services Technicians and

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Engineers.

Experience in large Service Desk environment to exceed 20,000 users collectively.

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Over 10 years’ experience DoD environment.

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Proven track record of increasing positive customer care feedback.

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Proven Track record of increasing percentage metrics on Service Level Agreements.

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Daily operation of the Secure Mobile Workstation roll out and implementation Team Executive office of the President.

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Project Manager for CAC/BLACKBERRY implementation. Managed team for encrypted wireless device installation for the

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Department of the Army. Completed on time.

Managed Project’s to refresh over 20,000 PC’s, Laptops, Print devices within the DoD, DoED. Completed on time.

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Managed project to deploy over 9,000 CAC encryption readers in the DoD. Completed on time.

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Managed project to migrate in excess of 7,000 users to new operating system, Department of the Army. Completed on time.

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Lead project to migrate 5,000 end users to new OS and physically move to new location for the Food and Drug Administration.

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Completed ahead of schedule.

Set up and implemented, and completed, an ITIL Assessment for the Army Research Lab, Adelphi, Maryland. Research lab was ITIL

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aligned for IT processes.

Local, Regional, National Desktop Services/ Managed Print Services Supervisor.

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Operational Support for the Office of the Secretary of Defense.

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CAREER EXPERIENCE

NetCentrics Corporation Pentagon Mark Center

Department of Defense Office of the Secretary of Defense Services Operations Manager (November 2013 Present)

Operational support of a large scale Service Desk environment for the Department of Defense (DOD), Office of Secretary of Defense

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(OSD).

Manages a large 7x24x365 Service Desk environment, consisting of about 200+ Service Desk Analysts, supporting over 20,000 users.

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Responsible for monthly Service Level Agreements and contractual deliverables.

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Trains, mentors, and coaches the Service Desk/Desktop Support Managers, Service Desk/Desktop Support Leads, Service

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Desk/Desktop Support Analysts in all aspects of providing technical support.

Manages all personnel issues including staffing, performance management, evaluations, and training

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Develops and implements performance measuring tools to analyze the Service Desk call flow and incident management process to

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establish best practice techniques and strategies to facilitate outstanding customer support.

Generates and presents metrics, reports, information, and improvement recommendations to upper management.

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Implemented ITIL service delivery within the OSD Service Desk environment.

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Recommended and assured compliance with policies, procedures, and standards.

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Initiated and Implemented HDI (Helpdesk Institute) personnel certification, 88% certified qualifying for “Team” certification award.

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Initiated and Implemented HDI (Helpdesk Institute) Service Center certification, self evaluation. Service Center certification is in

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process.

Dell Services Federal Government DSFG Washington, DC

Department of Education Office of the Chief Information Officer Senior Services Delivery Advisor (February 2012

November2013)

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident

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ownership and customer account management on a 24x7, regional, and nationwide basis, as the National Desktop Support manager.

Responsibilities include the management and oversight of service delivery processes, incident management, problem management,

request management, change management, service level management and configuration management as well as resource coordination,

customer management, dispute and technical resolution management, and communications at various levels during service

engagements from tactical (incident based) to strategic (Global Account Management Strategies). Overall management of local (DC)

and Regional Technicians to include scheduling resources in all Department of Education locations in the U.S. and Puerto Rico. . In

addition to the Desktop Services Manager position, manages the National Regional Managed Print Services. This consists of over

7,000 print related devices in all Department of Education locations in the U.S. and Puerto Rico. Manages Dell personnel as well as

oversees the resource management of three on site subcontractors and vendors.

Cross Resource Group (CRG) for Dell Services Federal Government DSFG Washington, DC

Department of Education Office of the Chief Information Officer Desktop Services Delivery Manager (October 2011 February

2012)

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of

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incident ownership and customer account management on a 24x7, regional, and nationwide basis, as the National Desktop Support

manager. Responsibilities include the management and oversight of service delivery processes, incident management, problem

management, request management, change management, service level management and configuration management as well as resource

coordination, customer management, dispute and technical resolution management, and communications at various levels during

service engagements from tactical (incident based) to strategic (Global Account Management Strategies). Overall management of local

(DC) and Regional Technicians to include scheduling resources in all Department of Education locations in the U.S. and Puerto Rico.

. In addition to the Desktop Services Manager position, manages the National Regional Managed Print Services. This consists of over

7,000 print related devices in all Department of Education locations in the U.S. and Puerto Rico. Manages Dell personnel as well as

oversees the resource management of three on site subcontractors and vendors.

L3 Communications – Washington, DC November 2000 – October 2011

Executive Office of the President – Secure Mobile Workstation – Project Manager (July 2009 – October 2011)

Duties include but not limited to the overall daily operation of the Secure Mobile Workstation roll out and implementation Team.

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Responsible for reporting the weekly and month progress and accountability of the Implementation Team. To insure timely delivery of

secure encrypted laptops to VIP customers in the White House Office, East Wing Office, West Wing Office, and the Office of

Administration. Responsible for collaboration with government personnel on scheduling and reporting of installations, and

maintaining and meeting the project milestones. Coordinates and manages a group of twelve engineers that customize, configure and

install the secure laptops.

Training and mentoring the new incoming Service Desk Manager and Service Desk Lead.

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Participated in an Incident Management startup program to better ITIL align the EOP. Did a baseline assessment of current workflow

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and provided recommendations.

Insured the Service Desk and Desk Side Support personnel were HDI certified by working with the Corporate Trainer and the L 3 IT

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University (Mind Leaders).

Insuring Quality Assurance was in place for process work flow and expeditious ticket routing, by implementing a Quality Assurance

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Manager at the Service Desk level. This resulted in a low 80% FCR (First Call Resolution), to a mid 90% FCR.

Overseeing the Asset\Configuration Management position for the EOP. Insuring assets are properly inventoried in data bases as they

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are deployed for each of the 7 components of the EOP. This includes blackberry devices, workstations; MAC’s and secure mobile

laptops.

Project Manager IMCEN (Information Management Center) VTC Engineering Branch Manager (Nov 2006 – July 2009)

Duties include but not limited to the overall daily operation of the IMEN VTC Engineering Team. Responsible for reporting the

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weekly and month progress and accountability of the Engineering Team. To insure proper preventative maintenance task and

scheduling are conducted. To oversee all vendor related installations of VTC equipment as defined as requirements and all warranty

and service agreements. To work closely with the Requirements and Analysis division as required, determining Agency and Customer

need. To perform walk through and design analysis to insure accurate requirements for the customer. Responsible for collaboration

with government personnel on cost quotes to vendors for submission to bid.

In addition to the daily operation; Reports on emerging technology to managing every detail of conference room integrations.

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Provides technical advice on current technology as well as advising the customer on the pathway forward to stay on the cutting edge of

technology. Analysis of customer requirements for VTC/Multimedia room designs and recommendations on a preferred solution that

optimizes engineering, management, and cost parameters. Creates detailed parts list once a solution has been decided on by the

customer. Analyze business processes, and develops plans for re engineering and replacing legacy systems to improve customer

productivity, enhance maintainability, and reduce costs. Prepares engineering designs for VTC systems and networks. Creates test

plans which will allow for a proper evaluation of hardware and software being considered for implementation. Evaluates Vendor

submissions for compliance with customer’s specifications. Verifies all products are JTIC approved and alerts the customer if

something is not DISA compliant. Coordinates and manages a group of six engineers that integrate small to medium video

conferencing rooms. Develops and implements detailed project plans for these projects, coordinates with the customer for timelines.

Prepares and presents training information to technical staff and user personnel. Created and Maintains a SOP for the VTC Branch.

ReliaTrust Technologies Incorporated – Adelphi, MD May 2006 – Nov 2006

Project Manager CIOC (Corporate Information Operations Center) ARL Army Research Laboratory

Duties include but not limited to, oversight of day to day operations, including after hour emergencies, CIOC Activities and Change

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Management of the CIOC Network Operations Center (NOC). Process and procedure development and maintenance. Interface with

functional groups. Facilitated and tracked all ARL IT related projects as they pertain to CIOC, and coordinate periodic progress

reviews to key staff. Maintain professional appearance of CIOC facility. Participate in generating and ensuring that staff adheres to

Service Level Agreements (SLA’s). Responsible for the Network Monitoring and overall health the Army Research Laboratory at

three additional sites, Army Research Office, North Carolina, Whitesands Missile Range, New Mexico, Aberdeen Proving Ground,

Maryland. Set up and implemented, and completed an ITIL assessment for the Army Research Lab, Adelphi, Maryland. Research lab

was ITIL aligned for IT processes. Additional duties included overseeing the Tier I and Tier II Service Desk at the Adelphi site.

Titan Corp / L3 Communications – Crystal City, VA / Pentagon Nov 2000 May 2006

Project Manager IMCEN (Information Management Center) VTC Engineering Branch Manager (Nov 2005 – May 2006)

Duties include but not limited to the overall daily operation of the IMEN VTC Engineering Team. Responsible for reporting the

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weekly and month progress and accountability of the Engineering Team. To insure proper preventative maintenance task and

scheduling are conducted. To oversee all vendor related installations of VTC equipment as defined as requirements and all warranty

and service agreements. To work closely with the Requirements and Analysis division as required, determining Agency and Customer

need. To perform walk through and design analysis to insure accurate requirements for the customer. Responsible for collaboration

with government personnel on cost quotes to vendors for submission to bid.

In addition to the daily operation; Reports on emerging technology to managing every detail of conference room integrations.

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Provides technical advice on current technology as well as advising the customer on the pathway forward to stay on the cutting edge of

technology. Analysis of customer requirements for VTC/Multimedia room designs and recommendations on a preferred solution that

optimizes engineering, management, and cost parameters. Creates detailed parts list once a solution has been decided on by the

customer. Analyze business processes, and develops plans for re engineering and replacing legacy systems to improve customer

productivity, enhance maintainability, and reduce costs. Prepares engineering designs for VTC systems and networks. Creates test

plans which will allow for a proper evaluation of hardware and software being considered for implementation. Evaluates Vendor

submissions for compliance with customer’s specifications. Verifies all products are JTIC approved and alerts the customer if

something is not DISA compliant. Coordinates and manages a group of approximately six engineers that integrate small to medium

video conferencing rooms. Develops and implements detailed project plans for these projects, coordinates with the customer for

timelines. Prepares and presents training information to technical staff and user personnel. Created and Maintains a SOP for the VTC

Branch.

Project Coordinator Implementation Branch, Implementation Cell Coordinator (April 2005 – November 2005)

Directed all deployments of all new workstation, laptop computers, and operating system upgrades for the DOD, Department of the

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Army. Tasked with the total deployment of installations and upgrades in excess of 250 workstations per week. Responsible for the

imaging of all computers in accordance with DOD directives, maintaining strict guidelines for DOD security and compliance of

approved software. Responsible for, and directing the management of 15 team members within the branch, to include scheduling of

installations, and personnel and maintaining databases to track all work performed and the reporting of all work to the Federal

Contracting Representative within the branch.

Special Projects Manager, Blackberry Team (Nov 2004 – April 2005)

Implementing and deploying wireless devices (Blackberry) to Senior Level end users within the DOD community. Providing

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encryption, through the use of PKI/CAC level encryption. Responsible for maintaining Databases to track and implement the

installation of the wireless devices. Responsible for the scheduling of a Team consisting of in excess of 15 team members. Program

enables end users to digitally sign and encrypt e mail messages on the portable devices as required by DOD directives.

Lead Administrator, Windows XP Migration Upgrade Project (June 2004 November 2004)

Developed strategies and tools for the back up of data in preparation of the migration of end users from Windows NT 4.0 and

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Windows 2000 operating systems to Windows XP Professional, in an end user enterprise in excess of 7,000 users. Managed a team of

14 engineers that utilized the PTPRO migration tool and the ghost 8.0 program, which was then utilized for the re imaging of

the workstations.

Lead Administrator, PKI / CAC Project (February 2003 June 2004)

Developed and orchestrated the deployment and configuration of local workstation encryption and log on devices (common access

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card) to the National Capital Region, Department of the Army, in an enterprise of over 9,000 users. Managed a team consisting of 8

Technicians. Program enabled end users to digitally sign and encrypt e mail messages as required by DOD directives. Project included

the deployment of hardware and software consisting of 4 different CAC readers and 3 software packages.

Senior Technician, Information Management Center (IMCEN), Army G 1 (March 2001 February 2003)

• Duties included, but not limited, the daily response to end users request for assistance and or hardware, software configuration, utilizing

the MAGIC program.

Project Lead, FDA (Food and Drug Administration: (November 2000 March 2001)

Fulfilled the position of Project Lead (PRIME) for the backup and migration of 5,000 end users for the FDA, from their downtown

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Washington, DC location, to a new facility in College Park, Maryland. Supervised a team consisted of 5 technicians.

Fiber Plus Incorporated – Jessup, MD Nov 1999 – Nov 2000

Computer Electronics Technician, (Team Lead)

Functional role (Hands On) as the on site Technical Lead. Directly responsible for, but not limited to, the installation of switches,

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routers, personal computers, laptops, to State and Local government agencies as required. The Team installed the “Computers in the

Classroom” program for the Baltimore City school system, consisting of over 70 public schools. The Team installed and maintained

the network infrastructure at each school. Experienced with terminating Fiber Optic connection and media transceivers, setting up

switches and routers for configuration and setting up the subnets, and internet protocol addresses for use on the network.

EDUCATION

MCSE Microsoft Certified Systems Engineer (NT 4.0) Advanced Computer Technology Training, Lutherville,

Maryland

NET+ (Network + CompTia) Advanced Computer Technology Training, Lutherville, Maryland

MCSE Microsoft Certified Systems Engineer (Microsoft 2003) Nextek Training Center Woodbridge, Virginia

Third Year University of Phoenix BSIT, Completed 90 Semester hours

California State University at Fullerton, Fullerton, Ca. Police Science

Saddleback College, Mission Viejo Ca. Police Science

12 Week L 3 Communications PMO PMP course

PROFESSIONAL CERTIFICATIONS

Certified Project Management Professional (BrainBench)

Certified ITIL v2 Service Foundations

ITIL Practitioner v2 Service Desk/Incident Management

DVS (DISA) Level I VTC Certified

CLEARANCE

Department of Defense: Secret 2014

Department of Education: Public Trust

TECHNICAL SKILLS

Helpdesk Management. Staff and end user technical training, Resource planning, hardware, software installation and configuration. Ghost

imaging, data migration and back up. Public key, common access card installation. PC installation, Server installation, and configuration. MS

Exchange, MS Outlook, MS Office Suite. Citrix configuration, wireless networks (Access Point). Bay switches, Nortel, Cisco concentrators,

Dameware Remote Admin, SMS, Hyena, Remedy, Magic, HP OpenView, Active Directory, Computer Associates Unicenter ServiceDesk

ServicePlus, Unicenter Network System Management, Unicenter Asset Management, Unicenter Software Delivery, Primavera Team play, MS

Project. VTC design engineering, implementation. ITIL Service Delivery. Data Armor disk encryption.

PROFESSIONAL ORGANIZATIONS

Disabled American Veterans

Parris Island (Marine) Drill Instructors Association

HDI Helpdesk Institute

AWARDS

Received IMCEN (Information Management Center) Award for Excellence in Performance.

Received (X2) CIO Department of the Army Personal Performance Awards

Received Secretary of the Army Performance Award

Received Joint Chiefs of Staff Award for Excellence in Performance.

Received Commandant of the Marine Corp Award for Excellence in Performance.

Letter of Appreciation from Vice Chief Staff of the Army 2008

Letter of Appreciation from Chief Staff of the President 2009

HOBBIES

Baseball, Softball, Classic Car Restoration, Lacrosse, Computers

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