Manager Project
Resume:
Frank J. Schofield Sr.
*******@*****.***
EXPERIENCE SUMMARY
Well experienced and professional highly motivated ITIL Manager and IT Manager with Help
Desk/NOC Manager professional experience with over 30 years of diversified mission critical
telecommunications work. Has experience in course development and training, Corporate IT
Support/Helpdesk management experience with solid academic credentials. Experience in
Business Process Analysis i.e. SIPOC (Six Sigma and ITIL). Has an excellent Working
knowledge of Remedy-SharePoint MSSC applications for Helpdesk and Change/Configuration
Management environments. Strong results-oriented work ethic, outstanding interpersonal skills
and excellent communication ability combine to build lasting and supportive client/coworker
management relations.
SECURITY CLEARANCE
Top Secret/SCI – SSBI/Poly 1980-2000
Top Secret – Jan 2003
Dept of Interior – EOD 2008
SKILLS
Hardware – Dell Desktops Optiplex and Inspirons
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Software: Windows 95,XP,VISTA, Win7, UNIX, Lotus Notes 4.Windows server 2003,
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Office 2003, and 2010, Novell Directory Sturcture,
Network - Telecom Muxes and Aggregate systems. Network Scanning software Hyena.
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Database Experience: MySQL, SQL Queries.
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Morse Code – 16 Groups per min. send and receive.
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Customer Service - Remedy and Heat.
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EXPERIENCE
Summit Realtors – Helpdesk Manager June 2014 - Present
Manages the entire Desktop Production Environment.
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Operations Manager for all clients and Staff
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Event Manager
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Scheduling and Organization of Corporate resources
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Reporting to VP of operations.
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GDIT – Change and Release Manager – January 2014- June 2014
Change Manager for CQRS – UK Health Care. Responsible for the Change Management
processes and documentation for the program. Utilizing Agile Development Methodologies
Manage the Forward Schedule of Change and Internal CAB meeting. Prioritizing and scheduling
Standard, Normal and Emergency changes.
Documented and created all forms and repositories reports and KPI and CSI.
Managed, and implemented operational release management plans and policies. i.e. Maint
releases, builds and revisions for UK Healthcare System.
Managed software and environmental releases OS,Firmware, and Networking. Controled and
coordinated releases ect through dev, test, pre-prod and prod environments.
Managed release planning and coordination with International teams in United Kingdom as well
as in the US. Development and testing Teams and Project Management department.
Created Post implementation policies to enable audits of all product releases.
Managed and maintain the release calendar to coordinate deployments and provide a cohesive
mechanism for managing the overall schedule of releases.
Communicated and managed customer expectations during the planning and rollout of all
releases by chairing the Bridge calls for releases and providing the client with testing, and post
implementation reports.
Mers Corporation Inc. - IS Manager January 2012 – January 2014
Responsible for all corporate infrastructures and IT Staff
Desktops – Deployment, support HS/SW, Maint, Purchasing
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Servers – OS-08,2003 and VM Environment.
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IP Phone System
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Network – HP Core, and Cisco ASA’s
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Regulatory Compliance
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Security Compliance dual authorization
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Network and Standalone Printers
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Support to Legal Staff - Clearwell eDiscovery Administrator
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Backup and Contingency Management – Cloud management w/ Rackspace
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TKC Communications – Compliance Manager and Analyst Asset Manager and
Configuration Manager. September 2008 – January 2012.
Asset Manager of all Government Network, Servers, and PC Systems. Manages and
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developed the main asset management software used in Lifecycle Management and
Software license management. Application is called "Asset Manager". This position
involves managing and providing leadership for the 8+ person staff distributed at locations
in California, Colorado, Northern Virginia, New Orleans, and Washington D.C.
The team takes service requests through the Heat IT ticketing system supporting
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approximately over 1000 assets and provides remote connected and desk-side support to
users inside and outside.
Developed workflow system to track Changes to the infrastructure, information
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technology projects and provides strategic life-cycle roadmaps of the desktop domain.
Through collaboration with all IT managers and key users, establishes standards to be
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deployed globally. Manages vendor relationships and deliverables relative to projects and
technology standards.
Evaluates and proposes tools to help the support of desktop software and patch rollouts as
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well as troubleshooting capability.
Defines objectives and metric measurements for the team and individual team members.
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Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Release Manager – Software Distribution – Freddie Mac Inc. 01-2007 – April 30, 2008.
Manages the entire Desktop Production Environment.
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ITIL Manager Certified, SIPOC – Six Sigma trained.
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Developed Change Management solutions.
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Developed Desktop Change Management processes.
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Provided process and tool expertise in resolving problems.
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Constructed Software Packages for complex or interrelated applications for Automated
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Software Delivery (Novell NAL objects, Altiris pushes).
● Resolved Hotline Calls related to Software Delivery.
● Evaluates Vendor Desktop Support Tools and Techniques for use in Desktop Change
Management and Desktop Distribution Services
NOC/ITIL Consultant – 7/2003 – 8/2006 Technology Staffers
Provided IT Analysis for Helpdesk and NOC/ITIL Implementation.
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Developed Plans for IT Helpdesks and NOC operations and procedures.
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Provided detailed hardware and software analysis for NOC and Helpdesk implementations
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utilizing HP Open-view, Ghost, and MS MMS
System Engineer Project Manager - 2/2003 - 7/2003 Paloma Systems, Fairfax, Va.
Government Contract with DISA - Lead Computer Specialist for engineering, maintenance
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support, and project Management for DISA contract.
● Lead Project implementation and installation of Video Conferencing. System on Air Force
One.
IT Support Help Desk Manager - 10/1999 - 11/2002 Verisign, Herndon Va.
IT Support Manager responsible for 2000+ Desktops and Laptops and associated software
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and network access for a user base of 1500 employees.
Direct Report to Vice President - Business Services.
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Manager of a 22 person staff charged with the 1st, 2nd and 3rd tier problem resolution.
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In charge of 1 mil. plus annual budget for purchasing and deploying desktops and laptops.
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Organized and implemented 1st tier IT Support Ctr. that grew from 2 person shop to 6
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person shop handling over 500 helpdesk tickets a month.
● Implemented an organization for support staff at 5 local area buildings.
● This improved moral and effectiveness of the overall IT Support given to user base.
Operations Manager – CIA Office of Communications
6/1980 - 11/1999 Central Intelligence Agency, Washington D.C.
Network Manager, Washington, D.C. 1997 - November 1999
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Responsible for the management, and operations of three 5 person shifts.
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LAN Administration – NT4.0, monitoring, troubleshooting and maintaining network
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Equipment utilizing x.25 packet switch, IDNX (frame relay, ATM) TCP/IP(protocols),
Cisco routers, GDC Mega Mux, TimePlex, GNOC, and HP OpenviewSystem.
Y2K Project Manager for Global Diplomatic Network 240+ Nodes.
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Project Manager for the re-design of Network Management Center (NOC).
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Implemented web based management applications (remedy ARWEB, HPOpenview,
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Netcool, plus legacy equip.)
Project Manager for the total re-design of the Network Management Center i.e. PC
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placement, Rack equipment, power grid.
Configured and installed new software for LAN/WAN equipment. Tracked and reported
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circuit outages for analysis using Remedy Application.
Responsible for all technical issues within the U.S.Embassy.
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Ensured reliable and secure top secret diplomatic traffic sent and received by U.S
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Embassy.
Provided communications support for U.S. VIP visits to Russia.
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System Administrator for local embassy LAN (WIN/NT – Lotus Notes)Crypto Custodian
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for all embassy cryptographic key
Telecommunications Manager Central Intelligence Agency
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Responsible for the management, and operations of five-person shift
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Provided telecommunications training and assistance to U.S. Diplomatic missions within
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the entire Middle Eastern Theater of Operations.
System Network Manager
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Responsible for maintaining a $4 million system DEC VAX8530
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Instructor - Office of Communications Central Intelligence Agency,
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Responsible for course development and design. Lead instructor for worldwide training of
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U.S. personnel.
Telecommunications Manager Central Intelligence Agency
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Responsible for the management, operations and training of 15-man shift.
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Responsible for the operation of telecommunications equipment including satellite, HF,
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landline modems and standard equipment for the U.S. Government Diplomatic Network.
EDUCATION
BS, Management Studies, University of Maryland, College Park Md., 1987
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MPA, Masters Public Administration, Troy State Un.
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Professional Certifications
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MCSE: Microsoft Certified System Engineer
Comptia: A Plus Certified.
ITIL: Ver 2 Foundation.
CWNP: Certified Wireless Network Professional
ISCET: International Society of Certified Electronic Technicians
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