Manager Customer Service

James M. Rodriguez

*** ******** **** ******, **** Virginia 25438

202-***-**** ********@***-**********.***

SENIOR INFRASTRUCTURE MANAGER/OPERATIONS MANAGER

Proven Technical & Management Expertise in a Career Spanning 20 Years

Experienced, business oriented IT Manager with exceptional people and problem-solving skills. Fifteen years of experience as a Manager / Supervisor in 5,000-10,000 employee companies, managing up to thirty five FTEs. Proven project management skills on projects lasting up to 6 months and budgets over $900K USD. Creative, strong communicator, with a proven ability to deliver under pressure.

Active Top Secret SCI CI w/Polygraph

Team Leadership / Budgeting / Project Management Project Planning / Contract Negotiations / Vendor Relations

Career progression

Innovative Management & Technology Services, LLC March 2014 - Present

Program Manager/Windows Team Lead

During contract re-compete, promoted to Program Manager/Task Lead providing strategic vision on IT engineering infrastructure. Advance the capabilities, solutions, and services of the consulting technology group. Manage implementation and operation of mission critical unclassified and classified IT environment with several hundreds of servers: Cisco network, F5 Big-IP, hundreds of terabytes of EMC SAN storage, UNIX Solaris, RedHat Linux, Oracle RAC database, DNSSec, VMware (virtualization), Microsoft Windows Servers, and Service/Help Desk.

Profit & Loss and business development/growth responsibilities for the contract servicing the Federal Government Intelligence Community. Ensures that the program provides high-value and effective service (SLA). Program management and vendor & sub-contractor partner management.

Oversee 24 contract personnel

Identify client needs and develop customized solutions; this involves understanding primary objectives and implementing solutions to established budgets.

oWindows desktop upgrade from Windows XP to Windows 7 x64;

oDatacenter conversion from physical infrastructure to a more virtualized infrastructure using VMWare.

oImplemented DHCP vs static IP addressing for all workstations as well as printers.

oImplemented BGinfo on all desktops to provide the helpdesk easy access to needed information for user to provide when requesting support.

oBuilt an always-on SQL Enterprise Farm for our Sharepoint Farm

oUpgraded Vsphere to 6.0 from 5.5 on all (5) enclacves

oAuthored twenty five SOPs for various upgrade and operational procedures

ManTech International July 2012 – march 2014

Principal Systems Administrator

Oversee and manage five networks (three classified and two unclassified)

Upgraded SCCM 2007 to SCCM 2012 SP1 as well as implemented operating system deployment via zero touch.

Overhauled patch management into a reusable program

Upgraded twelve VMWare 5.0 networks to VMware 5.5 using VMware’s update manager. (VMtools, hardware version 10, Vcenter, SSO)

Setup DHCP on classified network

Currently upgrading 1,000+ desktops via SCCM 2012 zero touch from Windows XP to Windows 7

Plan, coordinate and perform maintenance activities, upgrades, patches and application deployment

Assist and provide complex on-call customer support and make hardware and software support calls, providing guidance and feedback to junior level administrators

Test and evaluate new hardware and software for compatibility and compliance with ManTech International standards. Define and document for others.

Manage McAfee ePO, Arcsight, and LogRhythm servers for security team

Self Employed July 2005 – June 2012

Senior Program Manager

Oversaw network operation center consolidation project which focused on storage upgrades, networking equipment upgrades and physical to virtual server migrations. Technologies used were VMWare, EMC SAN, Cisco switches and Routers.

Oversaw iPad project where users could securely access their desktop via their iPads. Technologies used were Citrix, RDP, and SSL via Justice Management Division’s (JMD) SSL Infrastructure

Authored server build policy that was key in setting up VMware server build Windows 2008 R2 templates

Managed Windows 2008 R2 Active directory as well as group policy objects in accordance with FDCC guidelines.

Supported the division’s blackberry user’s via Blackberry Enterprise Server (BES)

Setup and configured McAfee Foundstone appliance for the Information Assurance Team

Setup and managed McAfee ePolicy Orchestrator (ePO)

Setup and managed System Center Operations Manager (SCOM 2007) and System Center Configuration Manager (SCCM 2007).

Managed the division’s JCON desktop in accordance with departmental standards

Assisted with three Exchange/Outlook upgrades – Exchange 2003/2007/2010 and Outlook 2003/ 2007/2010

Managed application and operating deployments with SCCM 2007 operating system deployment (OSD) and Microsoft Deployment Toolkit functionality (MDT)

Defined the resources required for completion of a project and allocated resources accordingly

Managed different teams working on programs and sorted out any possible chances of conflicts

Evaluated the timely performance of different teams working on a project and documented the progress accordingly

Assisted the engineers in documenting the project designs and making changes as per needs

Ensured that all programs were executed within the decided time period and complied with the defined standards. Collaborated on numerous management committees including the Systems Application Selection Team, Chair of the Network, Operations, and Security Team, and the Y2K Implementation Team.

Northrop Grumman IT August 1998 – July 2005

Operations Manager,

Selected to provide technical direction and leadership for recognized international company offering advanced technology solutions to governments, corporations and other large entities. Balance personnel, administrative, technical and customer service tasks by determining priorities and utilizing quick and analytical thinking skills.

Responsibilities

Provide Facilities Maintenance and Management and physical security recommendations including climate control, Cat 5, 10/100, and Fiber cabling. Also, provide guidance to the computer room upgrade to a full Datacenter.

Oversee $15 million Facilities Management contract by performing technical support functions for the Department of Justice, Criminal Division’s 1,300 employees.

Oversee hiring, coaching and reviewing of up to 35 contract personnel.

Direct $15 million budget as well as manage P&L goals as set forth by corporate headquarters

Plan, Coordinate hardware/software rollouts

Supervise software and hardware maintenance with 3rd party vendors

Support secure remote dial-in solution (iPass, JSRA VPN, and PointSec) to the division’s users

Coordinate with Division system admins (User Groups) on system outages, software/hardware deployments, and any significant system changes or migrations.

Manage the Windows NT 4.0 LAN/WAN as well as the Division’s Document Tracking System (Excelerator).

Developed the current desktop (Windows 2000) security policies and procedures with emphasis on unauthorized software downloads/installation and system changes.

Provided input and guidance to the division’s security officer for the development and implementation of the division’s disaster recovery, classified PC/data, and intrusion detection policies and procedures.

Implemented secure iPads for the division’s users

Performance and Technical Highlights

Received STAR Achievement Award for outstanding performance July 2002 and November 2003.

Planned and coordinated three major system rollouts to nearly 1,500 worldwide users (Windows 95/98/2000, and Corel Office 9/10) and came in under schedule for the critical Y2K deadline.

Introduced initiatives that exceeded satisfaction expectations, expanded ability to meet contractual obligations and played an integral role in renewing a five-year, $15 million contract.

Achieved lowest turnover rate within the Homeland security department

Consistently received highest customer service rating (Blue) from client

America Online, Inc. July 1996 – August 1998

HelpDesk Supervisor

Recruited as a HelpDesk Analyst and within (6) months was promoted to oversaw daily operations of internal helpdesk including seven Analysts and eight Field Engineers. Coordinated worldwide remote sight hardware support with third party vendor. Provided Novell/NT network administration to AOL users including password resets and group deletion/creation. Assisted with hiring of new personnel. Supported Windows 95/98, Windows NT, Windows 3.1, Unix/Linux, ACD/Telecom, Vantive, Office 97, AOL, Procomm+, Novell 4.1, Lotus Organizer, TCP/IP, Sybase, Informix, Remedy, Macintosh and Defender.

Utilized extensive analytical and technical expertise to accurately diagnose issues and quickly determine solutions that resulted in over 90% fix rate on all incoming first tier calls.

Maintained productive environment by monitoring problem management resolution system for accuracy and providing corrective feedback to fellow employees.

Military Service

US Navy – Seven years, Honorably discharged

U.S. Army National Guard – three years, Honorably Discharged

Education

ITILv3 Foundations Certified 2014

University of Maryland University college – College Park, Maryland

Master of Science, Management Information Systems 1996

Bachelor of Science, Business Management 1992

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