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Information Technology Customer Service

Clinton, Maryland, United States
October 03, 2016

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Micheal W. Shelton

Upper Marlboro, Maryland *****

H: 301-***-**** C: 202-***-**** (


To obtain a challenging position in the area of Information Technology which utilizes my professional experience and background in the areas of network management, design, performance and engineering.


B.S., Internetworking Technology, /Strayer University


ITIL Foundation V3 (2010)

Security+ - CompTIA (2009)

Greenbelt Lean Six Sigma (2012)


Remedy ARS, HP Open View Netcool NMS, LAN/WAN Protocols, Gigabit Ethernet, ATM, SharePoint 2010, Microsoft Office Suite2010, Network Health Monitoring System (NetHealth), F5 Firewalls, IPv4 and IPv6, MPLS, EIGRP, Cisco Routers, Switches, Load Balancers, Protocol analyzers, and probes.


11/2015 – 6/2016 – Lockheed Martin, Inc., Fort Meade, MD

Analyzes current process standards and metrics in order to provide solutions for improvements.

Performs data gathering, root cause analysis and performance trending in order to develop appropriate process control changes

Coordinates with Subject Matter Experts to develop process improvement reports for setting forth progress, adverse trends and appropriate recommendations and conclusions.

Prioritizes and implement process change requirements based on the critical project needs.

Determines fiscal requirements and personnel resources required for process re-engineering of process change.

Informs respective teams on process improvement and re-engineering strategies.

Prepares communication plans regarding process re-engineering for multiple stakeholders.

Updates and maintains documentation on process improvements and process performance.

Created presentations and technical briefs for ITA Mission Continuity Division

11/2014 to 2/2015 – Advanced Systems Development Inc., Arlington VA

Position: Disaster Recovery Planner/IA Security

Formatted Information Technology Contingency Plans to submit for government signature per Information Assurance controls, AR 500-3, NIST 800-30, NIST 800-34 and Army PAM 25-1.

Documented processes and procedures for Disaster Recovery Planning, Emergency Management and Contingency Planning.

Collected artifacts as needed to pass all certification and accreditation audit requirements.

Collaborated with other agency departments in support of their contingency and continuity objectives and tasks.

Designed, trained and executed exercises to test DR plans, including Continuity of Operation (COOP) plans.

Represented ITA Mission Continuity Division on DR exercises and participate in hot-wash meetings, providing valuable feedback and recommendations for improvement

Created presentations and technical briefs for ITA Mission Continuity Division

10/2000 to 6/2014 - Lockheed Martin, Information Technology Agency (ITA), Pentagon

Position: NOC Manager, ITA/Air Force Integrated Product Team

Provided monitoring and technical support for the Enterprise Transport Management (ITA-ETM), whose joint mission with ITA was to provide 24/7/365 network operations, management and engineering services to all branches of the military across 300+ sites and 8500+ network devices; supporting DISA Global Information Grid (GIG) connectivity to tens of thousands of users at various classification levels.

Assisted in creating, implementing, coordinating and monitoring systems alerts via Netcool (micro-muse) events browser.

Managed network outages to ensure proper escalation processes were taken as defined by agreed upon policies and procedures.

Utilized the Remedy (BMC) ticketing systems and document and manage operational issues.

Monitored the operational status of all production systems, (web applications, analytical tools and database server processes and services utilizing various network monitoring tools.

Analyzed network data from Net-Health performance tools to identify the root cause of any network challenges.

Performed basic configurations on F5 Firewalls to protect the network against incoming threats that enter the network on the most widely deployed protocols.

Assisted in the creation, implementation and coordination of monitoring alerts to improve monitoring of network and server performance.

Maintained an operational infrastructure and provided notification of all operational concerns and within the time constraints provided by the Service Level Agreements.

Managed the installation, operation, and monitoring of network devices & systems in the network/datacenters and network infrastructure closets according to the change management policy.

Prepared After-Action Reports to ensure accurate and timely communications according to management policies.

Managed the implementation management functions to include monitoring, performance and completion of all PERM and CCB approved changes.

Initiated escalation processes while coordinating with the appropriate third party vendors to achieve a timely resolution.

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