EDWARD AUSTIN DANIELS, PMP, ITIL, CISSP

Glen Burnie, MD 21060 Cell : 240-***-**** Email : acxscu@r.postjobfree.com

INFORMATION TECHNOLOGY MANAGEMENT

PROJECT MANAGEMENT OPERATIONS MANAGEMENT CHANGE MANAGEMENT

IT Management Professional with 10+ years of proven successes in deploying and directing information technology projects in the public sector, utilizing effective change management and project management approaches to build 'win/win' outcomes on major projects. Adept at evaluating business requirements and processes, determining systems specifications, and building customized functionality that best serves client needs.

With a history of achieving cost savings and enhancing system functionality, and a track record of tackling and solving tough business and technical problems; I am committed to 'hitting the finish line' on time, every time, through clear prioritization and strategic analysis of primary mission goals. Strong talent for reengineering organizations to eliminate poorly-performing processes and systems, replacing them with streamlined processes. I build commitment and structure in complex, multidisciplinary and cross-functional teams.

AREAS OF EXPERTISE

Client Relations and Engagement • Service Delivery • Strategic Planning • PMO

Stakeholder Management • Decision Making • Requirement Analysis • Scheduling

Process & Systems Analysis • Process Management • Performance Management • Data Analysis

Business Process Improvement • Policy Development • Team Leadership • Presentation

Systems Deployment • Technical Training • Technical Support • Communication

Performance Evaluations • Resource Management • Customer Service • Troubleshooting

Team Management • Transition Collaboration • Risk Management/Identification

CERTIFICATIONS

ITILSOA – Intermediate (Service Offerings and Agreements) – In Progress

ITILOSA – Intermediate (Operational Support and Analysis) – 2015

Certified Information Systems Security Professional (CISSP) – 2012

ITILF – Information Technology Infrastructure Library (ITIL) Foundation – 2011

Project Management Professional (PMP) – 2010

SUMMARY OF QUALIFICATIONS

Maintain integrity in all transactions; follows up and keeps promises; maintains ethical standards of clients.

Competent liaison between management, clients, and personnel (tech-savvy and / or otherwise).

Effectively adapts to new requirements; comfortable with complexity, ambiguity and change.

Knowledgeable in requirements gathering and analysis, project planning, kickoff meetings, risk assessment and analysis, quality control, budgeting, forecasting and trend reporting.

Able to take large volumes of complex information and present it in a clear and concise manner to senior management.

Excel at creating and implementing technical strategies and operational plans.

Strong communication, presentation, analytical and problem solving skills.

PROFESSIONAL EXPERIENCE

ActioNet, Inc

OPERATIONS MANAGER / PROJECT MANAGER, Washington DC (JULY 2011 – JUNE 2015)

Provided practical guidance on the implementation of integrated end-to-end processes based on proven industry best practice guidelines for a $15 million per year messaging service provider with 60,000 employees worldwide. Manage staff responsible for all components of business recovery documentation, business resumption, contingency planning and crisis management including disaster recovery plans and attestation to ensure critical business systems are available in accordance to agreed timeframes and standards.

Mentored the infrastructure team in project management, windows back office server technologies and troubleshooting.

Ensured all operational documentation was kept up to date and communicated to team on timely basis.

Consistently utilizing a proactive approach to recognize and analyze problems and to develop timely, practical and cost effective solutions.

Engineered division policy and program management plan to define daily operations.

Launched and implemented hardware and software standards for network, servers, databases, files, and print services.

Key intermediary between Service Owners, Federal Government counterparts, and other departments to effectively communicate timelines, requirements, and current state of affairs.

Track and follow-up on issues and actions items with project team members using SharePoint as collaboration tool to send notifications and reminders.

Develop, maintain and update standard operations management processes, activities and reporting, as well as working with stakeholders to identify and learn to use the tools appropriate for these activities.

ACHIEVEMENTS:

Served as Ops manager for 15 months; in my first 90 days as Ops Manager, I restructured work assignments along with analysts training that saved the client over $100k/year in unnecessary overtime hours by –

Reducing new analysts’ training times from 180 days to 45 (75% reduction) to ensure 24/7 coverage in ops center.

Instituting a mandatory Operational Metrics Performance measurement which helped with tracking ticket resolution times (team was averaging 55% monthly) which improved to 98% after the 2-month pilot.

Avoided an estimated $200k contract penalty by strictly adhering to all contract stipulations during systems interruptions and subsequent business resumption activities through effective planning and coordination of disaster recovery measures required after a critical power interrupted service delivery at the primary data centers.

Standardized monthly performance reporting with the performance management teams across all reporting entities across the enterprise (authored five (5) operational process documents.

Contributed to efforts in standardizing the disaster recovery approach by helping to create perpetual inventory disaster recovery planning/response/restoration documentation using continuous improvement methodology across all global locations including primary internal data centers.

Define and implement client development and training programs designed to increase operational efficiency and reduce performance gaps.

Fully engaged the client and achieved consensus with the operational metrics and KPIs within the first 90 days.

Managed 40 contract employees on a daily basis across 5 cross-functional teams.

Successful in hiring, motivating and retaining quality personnel by creating a positive work environment.

PROJECT MANAGEMENT

In my dual role (Lead Operations Support Analyst / Project Manager), I served as onsite Lead for 20 direct report ActioNet employees, conducting yearly evaluations and recommending raises in addition to Lead Operations Support Analyst daily duties at the client site. Instrumental in creating a Monthly reporting process, by which all potential risks are identified, reviewed, assessed and mitigated.

Set goals, establish priorities, manage resources, and develop targeted hiring and restructuring strategies.

Reviewed business contract to ensure scope, schedule and costs committed to are reasonable and achievable.

Maximized staff effectiveness with proactive coaching, development and mentoring.

Implemented extensive, successful team member training program.

Critically evaluated information gathered from multiple sources, resolved conflicts, decomposed high-level information into details and reconcile business request to business capabilities.

Identify and communicate problems, risks and issues, and develop actions to handle them and meet deadlines.

Updating dashboards and presenting weekly reports to senior management.

ACHIEVEMENTS:

Conduct 20 employee yearly reviews.

Hire 15 new analysts over a 3-year period.

Achieved the highest analyst rating for two (2) years in a row at 99.97%.

WINS – Worldwide Information Network Systems, Inc. (Now MANTECH Inc.),

LEAD OPERATIONS SUPPORT ANALYST Washington DC (May 2011 – July 2011)

Serve as a subject matter expert (SME) for the messaging office bridging the legacy systems with new application interface to ensure seamless transfer of organizational information. Worked cross-functionally with a team of technology and policy professionals to development and implement projects that support key organization strategies.

Analyzed system problems, ran preventive tests, performed troubleshooting, and trained staff as part of preventive and corrective measures.

Assisted with directing, developing, and administering information dissemination services, to targeted audiences.

Managed message queues to ensure that all unit operations are adhered to and proper handoffs are executed.

Provided day-to-day support to include problem analysis and resolution of hardware and software issues, program and configuration modifications for projects, quality assurance testing and coordination of technology installations.

ACHIEVEMENTS:

Led cross-functional teams to support the implementation of strategic policy initiatives.

Provide strategic guidance and counsel to senior management (C-level executives’ et al).

Supervised 6 newly hired staff members – Guided and trained junior analysts assigned to the data center.

Achieved the highest analyst rating ever reported at 99.97%.

GLOTECH INC.,

Project Team Lead Washington DC (June 2009 – April 2011)

Served as PMO on-site contract Team Lead for a $10M contract deploying proprietary software to support overseas and domestic clients. Led teams of 2 to 6 deployment engineers, technical trainers, and customer service specialists to implement new software and manage usability interactions.

Gather facts through research, observation, interviewing and surveys to analyze the client's business, draw conclusions, prepare final reports and gives presentations.

Coordinate team activities for deployment efforts including extensive international travel. Initiate all project tasks, and host DVCs with clients.

Develop project management plans, ensure that customer requirements are clearly defined, and create schedule to achieve on-time completion.

Led "Train the Trainer" sessions to empower team members with usability training experience, and the ability to conduct 1-on-1-deskside assistance during deployments.

Effective at clearly communicating technical information to technical and non-technical stakeholders.

Worked with Deployment Engineers with training systems administrators on rule writing, queue management and other back end systems administration tasks.

Effectively build strategic relationships with a broad group of stakeholders in order to foster trust and influence key decisions.

Ensure compliance of development process with accepted methodology and communicate to responsible managers or staff.

Ensured all project documentation was kept up to date and communicated to team on timely basis.

Updating project updates using the customized dashboard and presenting weekly reports, and if needed escalating issues to senior management on daily basis.

Manage the relationship with the client and all stakeholders.

Work with Client Engagement and PMO, to capture and report on project proposition,

ACHIEVEMENTS:

Led 17 deployment projects, and conducted 55 software training sessions, 15 informational presentations, and 10 auditorium presentations in 15 months.

Ensured that 2000 users on 25 different projects received 1st-hand training and gained insight into improving productivity by 35% through use of extensive technical knowledge.

Increased deployment project success by 75%+ through multiple initiatives including:

oInitiated process to expedite student registration by copying web links to user profiles for rapid availability of information.

oReduced registration time by 15 minutes and Removed redundancy threatening training timelines in 80+ deployment projects.

oSuggested inclusion of link to consolidate all user needs on SharePoint site, increasing client confidence and producing seamless transitions with multiple projects.

oReceived Department of State Commendation Award for Excellence.

ACCESS SYSTEMS INC., Reston, VA

Deployment Manager (May 2005 – June 2009)

Key contributor to 33 international deployment projects over 4 years on a worldwide Windows Server 2003 migration with proprietary software deployments. Led teams of 2 to 6 Senior Systems Analysts installing over 1000 workstations and 100 servers.

Consistently completed 5-10 projects/year for 4 years on time and on budget.

Contributed to project planning and management, systems reviews and analysis, requirements definition, user support activities, and systems testing and documentation.

Led team of 3 in successful 1-day install and configuration of 150+ workstations.

Performed QA checks to ensure that Oracle database upgrades were completed on schedule.

Ensure full compliance with IT Security Awareness to established and published security policies.

ACHIEVEMENTS:

Coordinated technical and end-user training on multiple software platforms for 28 projects including network security best practices and proprietary software deployment.

Trained 65 different software classes in 2-weeks period with 150+ students.

Trained 250 classes and gave 98 presentations in over 4 years.

Received Department of State Commendation Award for Excellence.

ROBERT HALF TECHNOLOGY, Washington, DC

IT Consultant (January 2005 – May 2005)

Provided desktop support to multiple clients for Windows XP migration projects. Monitored and managed service requests in accordance with published SLAs. Created images using Symantec ghost to reimage multiple workstations at client sites. Supported hardware and software installations and provided daily project management support.

ACHIEVEMENTS:

Key member of 5-person team that deployed 150+ workstations in 1 weekend for major DC law firm.

Contributed to support for 800+ users daily for DHHS/Rockville, with 100% client satisfaction.

MARYLAND DEPARTMENT OF HUMAN RESOURCES, Baltimore, MD

Data Communication Specialist (August 2001 – January 2005)

Provided Desktop and Tier 2 Helpdesk support for 10,000–node network infrastructure. Installed new computer systems, maintained existing mainframe systems and provided end-user support for 23 Maryland counties and Baltimore City. Led teams of 2 to 5; desktop support analysts and IT Consultants on 7 hardware/software deployments, installing CAT 5 cable at 25 sites in 3 years. Installed, configured and provided first tier maintenance of local, network printers and other network components.

ACHIEVEMENTS:

Prepared end user guides for DHR new user orientation and created knowledgebase articles. Conducted and coordinated training sessions on Novell, GroupWise and MS Office suite.

oClosed out 150 desktop tickets in 2-months.

oPerformed the duties of a Team Lead with deployment projects with clients (Local Department of Social Services throughout Maryland State) as needed.

oConsistently maintained a Tier II Resolution average of 85% and a service level average of 90%.

Played key role in the introduction, implementation and management of new service center incident management, change management, problem management and configuration management technologies for the agency.

EDUCATION and TRAINING

Diploma, Network Engineering, Administration and Security

Chubb Institute (Now Anthem Education Group), Arlington, VA – November 2003

MSc, Information Technology Management (Telecommunications Management)

Graduate Certificate, Information Systems Management

University of Maryland University College, Adelphi, MD – May 2002

VENDOR TRAINING:

ITIL Intermediate Training – 2014 - 2015.

Certified Information Systems Security Professional Bootcamp Training, VA – 2011.

Project Management Bootcamp Training, Online – 2009.

Certified Ethical Hacker Bootcamp Training, IL – 2008.

Certified Technical Bootcamp Training, VA – 2008.

Support Center Team Lead Training, Online – 2007.

Support Center Desk Analyst Training, MD – 2006.

Customer Service Training, MD – 2006.

OTHER CERTIFICATIONS:

CompTIA Network+ – 2009.

CompTIA Security+ – 2008.

Certified Technical Trainer (CTT+) – 2008.

HDI Support Center Team Lead (SCTL) – 2007.

HDI Customer Service Representative – 2006.

HDI Support Center Analyst – 2006.

SOFTWARE/SYSTEM EXPERTISE

Microsoft Project • Microsoft Visio • Remedy • SharePoint • Advanced Excel user

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