AKIENA BORDAIN-DODDS

ADDRESS: At lanta, GA ***** MOBILE : 678-***-**** EMAIL: ayborda in@gma i l . com 1 P a g e

PROJECT MANAGER OPERATIONS MANAGER NETWORK & SYSTEMS ENGINEER

QUALI FICATIONS PROF I LE

Analytical, performance-focused, and results-oriented professional, offering broad-based experience in project management, systems engineering, and operations management within the information technology industry. Concept-to-execution planner, armed with proven record of success in planning and implementing initiatives to attain organizational goals. Expert at leading and developing high-caliber teams to secure profitable outcomes; identifying and resolving conflicts with minimal supervision; as well as working within fast-paced environments. Equipped with articulate interpersonal skills in building positive work relationships with clients and professionals of all levels. Core competencies include: Project Management Strategic Planning Change Management Data Networking Network Security Conflict Resolution Regulatory Compliance Cross-functional Collaboration Leadership and Development

PROFESSIONA L EXPERIENCE

TiSTA Science & Technology, Rockville, MD

Project Manager Systems Engineer 2016–2017

Fulfill key responsibilities including planning and implementing specific projects to support the achievement of organizational objectives; overseeing project schedules, milestones, and deliverables in compliance with the government guidelines; and managing complex project-related issues associated with schedule, technology, methodology, tools, and components

Serve as a connection to stakeholders and business and system owners for several routine business purposes

Design and develop contracted enterprise propriety systems infrastructure such as the implementation and design of hardware, software, and performance monitoring

Conduct applications systems analysis and generate short-range plans for product selection, systems development and maintenance, and operations for support resources

Leverage management skills in conducting meetings, presentations, and briefings on all phases of project lifecycle; identifying resource requirements and other tasks; as well as devising project initiatives and schedules

Guarantee that all projects are within budget and closely monitor costs and timelines

Deliver quality assurance and quality control of work processes, products, and artifacts

Assume accountability in executing robust risk management processes for all projects Notable Accomplishments:

Demonstrated exceptional leaderships skills as project manager that led to a significant improvement in ratings and client satisfaction of the contract

Succeeded in establishing and IT operation that further enhanced client service delivery of the organization Booz Allen Hamilton, Atlanta, GA

Operations Manager Systems Maintenance Engineer 2013–2016

Spearheaded projects on the VA Mobile Help Desk which included the following:

Application network monitoring and surveillance;

Monthly performance management and customer satisfaction reporting;

Roles and responsibilities establishment;

Risk identification and mitigation;

Onboarding of help desk technicians for access control through the use of VA OI&T compliance requirements; and

Weekly status and/or training meetings between OI&T to address security requirements, scheduled maintenance, mobile device deployment and enrollment

Rendered support with complex maintenance duties for MDM, proprietary systems, and products

Functioned as device support, responsible for handling the initial deployment and distribution, enrollment, configuration, MDM console administration, device swaps/replacement, access issues, upgrade, and troubleshooting

Supported in performing complex maintenance tasks for MDM, proprietary systems, and products including the following:

Service desk quality assurance policy and process, implementation and monitoring;

Access control;

VA OTP Tokens and USB Tokens setup and management;

Problem notification and support: Tier 1, Tier 2, Tier 3, Self-Discovery and third-party request;

Ticket logging, assessment and resolution – Create, Update, Close within scope to meet SLAs;

Knowledge Base entry creation and updates;

Air-Watch Support, Management, Navigation, Reporting;

MDM Provisioning, enrollment, user profile assignment, organization relocations;

MDM Alarm Impact Assessment & Severity;

Quarterly & Monthly Reporting & Support;

General Security Policy and Compliance;

Slow Performance;

Device Staging/Rebuilding;

Unexpected unanticipated anomalies;

Change management support and documentation;

Technical document development and maintenance;

Scheduled Maintenance;

Complex moves, adds, changes, deletion & batch processing;

Infrastructure;

Network Issues;

Application/Development;

Lost Data;

Incorrect Data;

AKIENA BORDAIN-DODDS

ADDRESS: At lanta, GA 30303 MOBILE : 678-***-**** EMAIL: ayborda in@gma i l . com 2 P a g e

System Outages;

User Error;

Non-Client External Account Issue

Facility Wi-Fi Performance; and

Device or OS Issues

Notable Accomplishments:

Drove revenue growth by performing market research on necessary tools for the operations

Earned selection in traveling to numerous client location and executed onsite training and development of user groups on technologies deployed in the environment

Successfully established IT departments on operational practices

Assisted in the identification and development of the location of talent for open positions Stratix Corporation, Norcross, GA

Mobile Operations Center (MOC) Supervisor 2013

Performed operations management, training, development and coaching of technical staff on various maintenance systems

Led a combination of 13 Tier I, II, and III mobile operations center technicians in a high volume inbound/outbound mobile operations center to support and maintain complex wireless mobile IT environments

Rendered assistance to customer relationship managers and project managers for the Mobile Operations Center

Partook in the weekly, monthly, and quarterly status calls focused on customer and MOC statistics

Efficiently created and kept records of documentation for all accounts within the organization

Assisted in the training and development of the organization’s technician by conducting customer site visits

Carried out weekly quality assurance functions to include but not limited to: monitoring, feedback, and ticket tracking United Parcel Service (UPS), Alpharetta, GA

Sr. Network Operations Control (NOC) Technician 2006–2012

Directed systems maintenance engineering tasks of many domestic and international IT networks

Delivered support and dealt with complex maintenance tasks across global WAN IT network

Collaborated with field technicians, users and/or vendors through remote desktop tools to configure various LAN devices and proprietary software

Determined and settled conflicts and other concerns for users on servers, network connectivity, data backup, and other general hardware and software issues

Provided direct supervision to third-party vendors for layer 4 transport efficiency through maintenance of the data center network integrity and reliability for layers 1–3

Executed basic configuration, repair, replacement, and command line troubleshooting for Cisco and HP Routing and Switching Technologies

Managed daily ticket loads and meeting departmental mean time to repair requirements

Monitored and scrutinized organization’s global network with different types of technologies, topographies, and protocols such as SONET, Frame Relay, ATM, VoIP, DSL, ISDN, X.25, and FTP

Rendered support to more than 400,000 UPS internal users and technical service personnel

Produced and updated NOC network training and support documents, processes, and procedures

Took charge of decommissioning outdated equipment as assigned by vendor support contracts

Made sure that all optimal productivity, quality customer satisfaction, and technical resolutions are achieved in a timely manner

Led the configuration of new hardware and upgrades, as well as the relocation of existing hardware for multiple business requirements

Notable Accomplishments:

Earned multiple fast-track promotions for showcasing exceptional performance in developing the department

Integrated IT professionals within data center to the policies and practices of the department to unify all IT sections of the organization by independently creating and NOC training course

EDUCATION AND CREDENTI ALS

Bachelor of Science in Information Technology with Concentration in Advanced Networking In Progress (Expected Completion Date: December 2017) University of Phoenix, Tempe, AZ

Program in Information Technology with Concentration in Advanced Networking Certificate In Progress (Expected Completion Date: Apr 2017)

University of Phoenix, Tempe, AZ

Associate of Arts in Information Technology with Concentration in Cisco CCNA: 2015 University of Phoenix, Tempe, AZ

TECHNI CAL ACUMEN

Network Architectures SONET, VPN, Frame Relay, ATM, VoIP DSL, MPLS, Wireless Networking Device Technologies &

Environments

Cisco, HP, Blackberry, Android, Apple iOS, Mobile Iron, Windows Mobile, AirWatch, Maas360

Microsoft Applications MS Office Professional Suite advanced knowledge Others Network Security, Powershell, Windows Server 2008 and 2012, Cisco IOS, LAN, MAN, WAN

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