SUMMARY OF QUALIFICATIONS:

I am an Information Technology specialist with more than Ten years of experience providing a broad range of technical support.

Supervisory Managerial Responsibilities include: strategic planning, communicating the organization’s vision and objectives; setting priorities, assigning tasks and responsibilities, monitoring and evaluating performance of organization units, managers, and employees. This includes supporting equal employment opportunity concepts in all areas of responsibility. Treating employees in a fair and equitable manner and foster an organization representative of diversity and promoting opportunities for employees to influence their work environment with a focus on continual improvements.

SECURITY CLEARANCES:

Level of Clearance issued: Interim Top Secret

Date of Clearance: 02/17/2016

DHS/TSA: EOD Clearance

Date of Clearance: 02/05/2015

WORK EXPERIENCE:

DMI INC Bethesda MD

Federal Contractor: October 2016-Present Regional IT Manager

Federal Contractor to the United States Department of State (DOS), Providing Supervisory technical support as a Regional IT Manager

Supervisor: Kim Rheubottom 202-***-****

40+ Hours/Week

•As an IT Regional Manager, I supervise and mentor IT professionals who are well-versed in information technology, while applying expert level knowledge and a thorough understanding of the principles of management and strategic planning, and the ability to integrate the work of multiple organizational components, projects and/or programs to accomplish mission objectives

•Plans, directs, coordinates, and facilitates the activities and technical oversight of 50 Subordinate tier II/III desktop support technicians and 5 IT Team leads spread across 9 State department annexes in support of more than 30,000 users domestically and abroad.

•Directs operations in executing production tasks according to a documented schedule that meets or exceeds customer expectations.

•Provides expert technical advice, guidance to management and other specialists on critical issues involving installing, configuring, maintaining and troubleshooting hardware and software.

•Ensures sufficient and proper utilization of personnel, materials, funds, facilities, and equipment, and act as primary contact for project matters between customers/clients and company leadership, provides briefings on project status, successes, and issues

•Provides oversight and management of information technology staff by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.

•Maintains the organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies by providing comprehensive customer service, assessing and developing customer service support programs by assessing the impact of forecasted changes in technology and business requirements on an organization’s long-range IT investment plans; and collaborating to ensure all Information Technology contract objectives are being met.

•Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.

•Coordinates the activities of the team to assure compliance with published policies and regulations, completion of deadlines, proper execution of functions, and overall efficiency of operations.

•Provides technology vision and leadership for developing and implementing technology initiatives that improve cost effectiveness and business development in a constantly changing, competitive marketplace.

•Makes assignments, reviews work accomplishments as necessary, and renders technical advice and guidance on unusual, controversial or complex problems

•Ensures specific needs of the customers are met in a timely manner and according to service level agreements.

•Coaching staff in the application of appropriate problem solving methods and provides advice on work methods, practices, and procedures while planning, leading, and implementing complex IT projects in all aspects of the system development life cycle.

•Forecasting trends and develops customer service strategies. Developing and interpreting policies, procedures, and strategies, governing the planning and delivery of customer support services throughout the Department of State. Developing and managing customer service performance requirements, researching system data to identify and evaluate trends or patterns of problems, and making recommendations to senior management for addressing such problems.

•Enforces techniques, policies, operational procedures and technologies that secure and defend information systems which includes ensuring all users are adhering to these requirements.

•Experienced in the preparation of project/task plans and schedules, and status reports, as well as in the coordination of the activities of outside vendors; with the ability to manage time and resources in order to deliver results on schedule with minimal supervision.

•Manages the delivery of excellent customer service, standardized with measured and appropriate key performance metrics.

•Planning for and overseeing major office moves and/or large scale equipment requests during and outside of normal business hours within the areas I supervise.

•Ensuring established processes designed to facilitate prompt troubleshooting, escalation, communication, and resolution of incidents and service requests are consistently followed.

•Ensuring that the incident management processes are followed, including routine review of tickets to spot trends and actively working with management to affect lasting fixes to problems.

•Overseeing the documenting of processes and procedures, taking into consideration current policies, and ensuring the information remains current.

•Approves and administers change management activities according to defined policies and procedures.

•Provides Information Technology (IT) and Project Management (PM) expertise in the planning, development, implementation, operation, maintenance, and disposal of Enterprise-wide software applications and Information Systems and their IT components; ensuring interoperability among all assigned Department of State assets and enforcing software and system development standards and policies.

•Leverages service management best practices and process frameworks, such as ITIL, to drive continual process improvements.

•Supports higher level program managers by contributing to the development of comprehensive project plans, including long and short range goals and milestones.

•Conducts regular meetings with customers/clients to ensure all requirements in the Statement of Work are met, changes in scope or workload are discussed and contractually documented, impacts are identified, and issues get resolved.

•Exercises sound analytical judgment and demonstrates proven problem solving skills; ensures all staff is able to troubleshoot software and hardware problems and initiate timely corrective action. Possess the ability to quickly identify, understand and implement new technology in a rapidly-changing environment.

•Ensures the desktop technicians operate within approved procedures and that systems are operated and maintained in accordance with all applicable DOS security directives and procedures.

•Mastery of a specialty area of information technology to serve as a technical authority covering a wide range of technology and applications. This knowledge is used to perform a key role in very difficult assignments

•Performs call and ticket analysis to ensure that all customer contacts are documented and information related to an incident or service request, from the time reported until resolved, is included and tickets meet or exceed quality standards.

•Manages the delivery of excellent customer service, standardized with measured and appropriate key performance metrics.

•Taking a lead role in managing user facing communications according to established Major Incident communication processes.

•Fosters positive communications and close cooperation between the tier II/III teams I supervise as well as with other teams across the enterprise.

DMI INC Bethesda MD

Federal Contractor: March 2015-Present IT Team Lead/Systems Administrator III

Federal Contractor to the United States Department of State (DOS), Providing Supervisory technical support as an IT Team Lead

Supervisor: Kim Rheubottom 202-***-****

40+ Hours/Week

Tasks include, but not limited to:

•As an IT Team Lead, plans, directs, coordinates, facilitates the activities and technical oversight of 18 tier II desktop support technicians spread across 8 State department annexes in support of more than 15,000 users.

•Serves as the Deputy to the Regional Manager providing technical oversight of 28 Subordinate contractors and 3IT Team leads in her absence.

•Coordinates the activities of the team to assure compliance with published policies and regulations, completion of deadlines, proper execution of functions, and overall efficiency of operations.

•Makes assignments, reviews work accomplishments as necessary, and renders technical advice and guidance on unusual, controversial or complex problems

•Ensure specific needs of the customers are met in a timely manner and according to service level agreements.

•Ensures Information Technology and Infrastructure Library (ITIL) standards are implemented and adhered to.

•Ensures the desktop technicians operate within approved procedures and that systems are operated and maintained in accordance with all applicable DOS security directives and procedures.

•Mastery of a specialty area of information technology to serve as a technical authority covering a wide range of technology and applications. This knowledge is used to perform a key role in very difficult assignments

•Demonstrated experience initiating action; writes, revises, and implements various policies and procedures to provide quality service to customers.

•Performs systems administrative and operational duties on all Department of State systems and function covered within IRM’s in-scope agreement.

•Dispatches Technicians to Respond, investigate, and correct network connectivity issues on workstations, network printing, and network access issues

•Mentors IT staff, completes hands-on technical work as necessary and provides leadership on complex technical issues

•Maintains the organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.

•Implements information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating industry trends; anticipating requirements.

•Maintains quality service by establishing and enforcing organization standards. A motivated self-starter, able to work independently in a fast paced environment..

•Supervises work completed in a coordinated team environment assessing trouble calls from Remedy ticketing database to provide ongoing Exchange support solutions to users.

•Manages user Exchange account attributes (LYNC), mailboxes and their properties.

•Explains and presents high-level technical subjects and processes related to assignments and application installation.

•Effective writing and speaking skills sufficient to be persuasive in advocating technical solutions for improvements to new systems or implementation of new technologies.

•Extensive knowledge of varies federal agencies to include Department of Defense (DOD), Department of State (DOS), Department of Homeland Security (DHS) and their information processing standards, policies and authorized system design approaches to manage large scale projects.

•Expert knowledge of a wide range of state-of-the-art data automation practices and technology to advise on alternative approaches for extremely complex application system development and/or to resolve critical problems.

•Skilled to serve as the technical authority supporting projects which include evaluation of newly developed approaches used to formulate systems specifications

•Ability to isolate and define issues or conditions, resolving critical problems, or developing new approaches and techniques for use by others.

•Utilizes monitoring tools to oversee multiple systems operating within a defined support operations area.

•Independently reviews all pertinent regulatory and policy guidance available for general objectives and breaks up work into assigned tasks; analyzes problem areas; coordinates work/policy changes with all Command levels; determines methods to correct problems/develops implementation plans to carry out problem resolutions and expedites/monitors plans through implementation.

•Performs account management through Active Directory to include, the management of distribution lists, security groups, organizational calendars, as well as assisting users in email setup/PST creation. Instrumental in Troubleshooting online account access, access to share drives, and resolving internet challenges.

•Strong desk side user support skills with excellent customer service, troubleshooting & problem solving abilities.

•Maintains continual communication with management to evaluate needs, review potential issues and risks, and devise best practice solutions to improve established processes.

•Interact closely with end-users on highly advanced technical issues.

•Explains and presents high-level technical subjects and processes related to assignments.

•Independently composes and delivers reports and presentations.

•Develops novel concepts and approaches to resolve critical issues and broad design matters.

•Acts independently on technical matters pertaining to assigned field and related disciplines

•Serves as a POC for issues affecting IT production capabilities, including networks, applications, hardware, and information systems.

•Provides technical support to customers who need advice, assistance, and training in the application monitoring, functionality and use of hardware and software systems.

•Provides general guidance, as to the scope and priorities of projects in the assigned area, determines time-frames and possible shifts in staff assignments.

•Plans, organizes, and carries out assignments, coordinates work with others, determines the approach and methodology to be used, and keeps the supervisor apprised of potential problems, clears with supervisor approaches that may have potential policy impact. Completed work is reviewed for its effectiveness in meeting user requirements, accuracy of estimated time frames and projected problem areas, and effectiveness in coordinating the project with other groups.

•Provided technical analysis, advice, and problem mitigation of all key IT components

•Responded to end user inquiries to resolve software problems encountered.

•Provided guidance to staff regarding proper labeling and protecting sensitive electronic information.

•Assisted in providing informal training to others on network operations, protocols and trouble shooting.

•Plans/revises work schedules on a regular basis to ensure an even flow of work. Gives special instructions and answers technical questions. Informs higher-level supervisors of anticipated vacancies and increases in workload or other circumstances that require replacements or additional staff.

•Recommends promotions, awards, and reassignments. Resolves informal complaints, and contacts higher levels of supervision for correction of unsatisfactory conditions. Directs on-the-job training, and provides for cross training. Secures resources for satisfaction of these needs.

•Advises employees of their performance requirements and prepares formal evaluations. Holds corrective interviews. Explains promotion plans and training opportunities. Explains management's policies, procedures, and goals to employees. Ensures equal opportunity in all aspects of the personnel management process.

Insight Technology INC Bowie MD

Wintel Server Admin ITIP Program February 2015- March 2015

Federal Contractor to the United States Department of Homeland Security Transportation Security Administration, providing technical support as a systems administrator.

Supervisor: Matt Anderson 301-***-****

40+ Hours/Week

Tasks include, but not limited to:

•Self-starter; able to manage multiple tasks efficiently for on-time delivery

•Self-motivated; proactive; a team player; well spoken

•Strong oral and written communication skills, including presentation skills and experience communicating with technical and non-technical audiences

•Exceed expected quality of service on maintenance & deployment of upgrades, enhancements and modifications to systems

•Work ticket queues and document resolutions completely and accurately

•Provide daily administration of workstations and servers in a fully virtualized environment.

•Follow best practices to adhere to enterprise architecture.

•Strong ability to install, troubleshoot and deliver COTS and custom apps to end users using server infrastructure.

•Demonstrated ability to work with application owners to formulate, troubleshoot and document application installations

•Analyzes, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printer, servers, and applications to meet business needs.

•Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous functioning. Recommends course of action and implements as approved.

•Upgrades system software and hardware components as required to meet business needs; coordinates backups. Ensures upgrades are occurring in accordance with established parameters.

•Coordinates the installation of client department specific applications and systems. Determines appropriate method for installing applications and systems; resolves matters of significance and implements corrective course of action as needed.

•Installs, tests, upgrades and configures system files and services to enhance performance.

•Utilizes standard corporate tools to record change and problem activities for tracking purposes.

•Extensive knowledge of Active Directory Users, OUs, and Groups.

•hands-on experience with Microsoft Exchange 2010

•Mobile device management Through (GOOD App)

•Responsible for migration of TSA employees to GOOD for Enterprise App

•Provided “GOOD Pins” to user’s for initial setup.

•Instructed user’s on installation and initial setup of GOOD APP.

United States Army

Information Technology Specialist February 2006- February 2015

Telecommunication Specialist (2006-2009) LAN Manager (2006-2009)/Systems Administrator (2008-2012)/Automations Team Chief/Help-desk Supervisor (2011-2015)

Supervisor: Jose Rivera 608-***-****

40+ Hours/Week

Tasks include, but not limited to:

•Other position I have held include Telecommunication Specialist (2006-2009) LAN Manager (2006-2009) Systems Administrator (2008-2012) Automations Team Chief/Help-desk Supervisor (2008-2015) Information Management Officer (2009-2012) Information Assurance Security Officer (2010-2012)

•As an Automations Team Chief I have successfully managed the network infrastructure of an organization consisting of six file servers, over 1000 computers, printers, and VoIP phones totaling over 2000 devices across three separate networks.

•As a Helpdesk Supervisor I have managed the efforts of a windows vista and windows 7 migration for more than 5,000 users using the Army Gold Master (AGM) baseline for all workstations. I managed the project by prioritizing task, allocating resources and reporting progress to key stakeholders. I ensured requirements for approvals, controls and documentation where satisfied. I obtained detailed knowledge of the project, identified problem areas before they impacted the project and coordinated corrective actions, and ensured compliance with applicable policies and standards. After designing the project, I was responsible for leading the project to completion, including writing the performance work statement (PWS) for Helpdesk employees and vendor provided equipment. Overseeing those employees to ensure work was completed as requested. As a result, all users where successfully migrated to windows vista and subsequently windows 7 with little to no downtime.

•Served as the primary advisor responsible for systems analysis and automation support Division wide. Coordinates efforts of other Division/District Information Technology Specialists to assure interoperability, integration, and operations for the installed base of hardware and software, and continuity of operations (e.g., computers, file servers, workstations, local area networks (LANs)) and ensures that all Districts remain in compliance with the established DOD standards. Serves as the principal technical expert and works independently in providing Division-wide staff direction and operational coordination relative to integrating, developing, and implementing computer systems, including office automation, in all Information Mission Area (IMAs) and across all business areas.

•Leads the team in functions that deal with the operational aspects of customer support and responsible for information technology services IAW Information Technology Infrastructure Library (ITIL) standards. Ensure ITIL standards are adhered to, the Service Desk programs operate within approved procedures, and that systems are operated and maintained in accordance with all applicable command, DA, and DOD security directives and procedures.

•Responsible for all aspects of data analytics administration and systems administration, including implementation, configuration, coordination, control, maintenance, problem resolution, testing, usage monitoring and the development of systems infrastructure. Coordinate data analytics software releases, system upgrades and patches and resolves complex problems. Monitor storage space for critical file systems and performs capacity planning to address growth in items like storage, memory, CPU utilization. Create and administer user, groups, roles, security schemes, and security profiles.

•Provides advice on network/telecommunications doctrine, systems, and procedures. Provides information and data on special equipment and systems in support of special projects. Provides guidance and assistance to subscribers and/or users concerning network/telecommunications systems upgrades and/or special requirements. Coordinates the development of specifications for large data communications systems serving a variety of computers and terminals in an industrial type of operation. Exercises approval/disapproval/modification responsibility for requests from communications customers/subscribers for standard Local Area Network service additions or modifications. Provides technical guidance to mechanics, e.g., providing complex voice problem identification and resolution services. Conducts testing to insure operability, efficiency, and compliance with existing network security standards.

•Performed signal support functions, to include secure telecommunications, automated telecommunication computer systems, local area networks and routers; signal communications and support electronic equipment and satellite radio and communications equipment.

•Responsible for the installation, configuration and administration of Windows Servers in an Enterprise/Active Directory environment.

•Supervised staff in the installation and operation of communications systems equipment, implemented work schedules, layout, maintenance, and repair procedures of telecommunications equipment. Developed and coordinated training programs to enhance mission objectives, sustained combat telecommunications systems and battlefield automated systems for the executive staff.

•Performs highly technical computer system Tier I and Tier II administration level customer support tasks where state-of-the-art and technology is rapidly changing. Functions as a Workstation Administrator (WA) and System Administrator (SA). Ensures systems comply with current security Technical Implementation Guides (STIGs).Work involves troubleshooting network systems, Active Directory, SQL, Printer servers, File Servers, routers, and switches. In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and work with other staff to implement changes.

•Proficient with Windows Server 2003, 2008, 2008R2 and 2012; Windows Domains, Active Directory, DHCP, DNS and other Core Competencies.

•Utilizes monitoring tools to oversee multiple systems operating within a defined support operations area.

•Continuously check for and review all Information Assurance Vulnerability Management (IAVM) alerts and bulletins and address the timely implementation of them.

•Perform computer system administration/customer support tasks to include troubleshooting, installation and management of all IT systems and software. Use the Army Gold Master (AGM) baseline for all workstations and servers.

•Ensure all mandated training and certification requirements are met in accordance with DoD policies.

•Establish and maintain documentation to track and manage all open security-related problem reports and enhancements.

•Ensure that the system meets its security requirements and that all risks have been mitigated to an acceptable level.

•Work with various manufacturers’ software to include all versions of Microsoft Office and all versions of Microsoft Windows Server/Desktop operating systems.

•Re-image customer workstations and thin client devices when required and resolves complex hardware/software problems.

•Develops and/or use programs and techniques to isolate causes of problems and user errors. Installs and test equipment such as microcomputers, thin clients, blackberry’s, servers, printers, scanners, etc.

•Provides administrative support, technical, and operational support to improve performance of all automation systems under my supervision.

•Directs a program that performs highly technical and complex administrative work relating to a wide variety of applications, operating systems, protocols and equipment used in customer organizations.

•Directs customer service in the areas of desktop automation (hardware/software), telecommunications, video teleconferences, desktop video and peripheral support which is essential to Army operations.

•Assignments involve extensive probing, analysis and integration which involves constant changing due to technological advancements, and implementation of higher headquarters actions for critical mission functions and activities.

•Customer service support has an overall effect on the Materiel mission of the Army involving information technology, logistics, and readiness

•Communicated information in a variety of settings (one-on-one, group, executive) in a manner understood by varying knowledge levels.

•Obtained reports on virus incidents and notified appropriate party for further action

•Maintains continual communication with management to evaluate needs, review potential issues and risks, and devise best practice solutions to improve established processes.

•Interact closely with end-users on highly advanced technical issues.

•Effectively integrating diverse and complex information in support of regulatory programs, and completing complex problems and issues.

•Applies sound principles, practices and precedents while pursuing innovative software advancements when working with advanced detailed and technical issues.

•Identifies IT related problems using a variety of materials or sources;

•Gathers and applies technical information to determine accuracy and relevance to moderately complex problems; uses sound judgment to generate and evaluate alternatives.

•Explains and presents high-level technical subjects and processes related to assignments.

•Independently composes and delivers reports and presentations.

•Develops novel concepts and approaches to resolve critical issues and broad design matters.

•Acts independently on technical matters pertaining to assigned field and related disciplines

•Accountable for the entry of Personal Identifiable information regarding personnel, equipment, and work logs; maintaining and updating numerous excel spreadsheets containing data that is constantly changing; Viewed as an expert within assigned field

•Maintains liaison with counterparts in other Department offices and other Federal agencies to provide advice and guidance and to exchange information with regards to information technology standards and policies. Serves as a subject matter expert in the area of information technology on inter-agency working groups, committees, and task forces.

•Performs analysis, planning, advisory, operational or evaluative work concerning the development and implementation of security policies, procedures, standards, training, and methods for identifying and protecting information, sensitive operations, material, and/or facilities from security threats and unauthorized disclosure.

•I am responsible for the recommendation and implementation of procedural changes and best practices, as well as interacting with supervisors, customers and team members to ensure the resolution of issues.

•Manages computer operations to ensure production schedules are met; ensures computer system resources are used effectively, and coordinates the resolution of production related issues.

•Establish proper relationships between customers, teaming partners, and vendors in order to facilitate the delivery of information technology services.

•Provides users with computer output, as well as Supervises

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