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Program Manager

Slidell, LA
October 10, 2019

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PMP - CCNA – Security+ - CISM - MCSE – CNE

**** ******* ***** • Slidell, LA 70461 • 301-***-**** •


Director – Program\Project Manager

Exceptional record of success for over 20 years in the management of IT operations, including network, help desk, systems, database, and network operations center (NOC) departments. Special expertise in system and network engineering, software services, cybersecurity, and service desk functions. Strong background in government systems and networks with domestic and international experience. Consistent history of improving reliability, resolving complex issues, increasing profitability, and reducing risk. Experienced at policy and procedure design, change management, system upgrades, data and call center operation and consolidation, network configuration, and system migrations. Exceptional troubleshooting and technical skills with multiple certifications. Adept at leading top-performing teams. Active Top Secret Clearance.

Core Competencies:

Project/Program Management - Network Management – Process Improvement – Technology Deployment – Troubleshooting – Quality Strategic Planning – Scheduling – Staff Training – Best Practices – Analysis

Policy & Procedure Design – Network Security – Virtualization – Compliance – Disaster Recovery


TSCTI, Richmond, VA 04/2018 – 08/2019

Program Manager for DeCA ISS Contract

Oversaw the transition and conversion of the $30M Defense Commissary Agency contract from Time and Materials (T&M) to Firm Fixed Price (FFP). Responsible for 6 separate projects/tasks – Enterprise Infrastructure Support, Enterprise Server Support, Database Management Support, Enterprise Service Desk Support, Enterprise Application Support, and Program Support. This program is responsible for maintaining and updating continuity of operations for a $4 Billion business in a 24x7x365 environment for 250 locations around the world. Responsible for integrating and doubling the size of the team to nearly 60 leads and team members to ensure improve continuous operations. This was accomplished in 60 days and under budget.

Daily interaction with the CTO, IT leadership, and teams to ensure highest support and service.

Guided multiple projects – Hardware Refresh (PC/Server/SAN), P2V Migration, VMWare upgrade, Server upgrade from 2008R2 to 2016, Exchange Upgrade to 2016.

Negotiated appropriately improved SLA’s to allow for better detail and accurate weekly and monthly reports.

Brought the CCORI score from over a 3.8 to under 1.0 in less than a year for over 5600 hosts

Streamlined the Enterprise Service Desk with over 70,000 tickets per year and decreased wait times from > 5 min/call to < 1 min per call while improving customer service.

Implemented QA/QC procedures to ensure highest level of customer service

Updated baseline inventory, SOPs, Designs to include required documentation and inventory

Oversaw continued operations and support for key Sustainment programs within the onsite Datacenter while meetings multiple service levels agreements.

Implemented BHC Remedy to automate key processes and procedures for better efficiency including the automation of DeCA’s onboarding process from paper to electronic support.

Coordinated maintenance shutdowns of key environments while maintaining operational support.

Improved and met AQL/SLA levels from under 60% to above 98%.

Delivered on time weekly, monthly, and quarterly reports on time

Ensured appropriate personnel were properly hired, trained, and performed to best ability.

Full responsibility for hiring, firing, reviewing, and guiding program personnel.

CITY OF NEW ORLEANS, New Orleans, LA 06/2017 – 01/2018

Director of IT Operations (contractor)

Oversaw the Information Technology Division of the Chief Administrative Office for the City of New Orleans. Responsible for Networking, Systems, Databases, Service Desk, and Mainframes. Managed 30 managers and staff. Carried out strategic planning for a centralized data processing facility. Additionally, managed systems analysis and security functions. Prepared long-range plans for technology utilization at the city level. Directed training of city personnel in automated systems.

Regular meetings and interactions with the CIO and IT Directors

Improved security and reduced risk by resolving phishing attacks of the employee payroll process.

Implemented enterprise security best practices and a 2-factor authentication system for vendors.

Led the temporary relocation of the City Council to an offsite location during facility renovations.

Worked with the New Orleans Police Department’s academy to comply with federal Consent Decree mandates and to implement best practices for database management.

Provided emergency operations center support during several emergencies, including hurricanes.

Increased productivity and emergency response capabilities by implementing remote access for city department employees.

Reduced costs by negotiating better pricing and practices with vendors.

Spearheaded a system capacity and storage space expansion initiative that enabled 400% greater storage space and state-of-the-art backup solutions.

Provided technology support for the Digital Literacy, JobOne Internship, and Digital Equity programs.

Key member of the Change Control Board, ensuring IT-related changes followed correct processes.

Facilitated the success of a project for the Legal department by recruiting an application developer.

Enhanced capabilities by cross-training Security and Service Desk personnel.

Eliminated 50% of open support tickets and decreased time-to-close 10 fold.

PHACIL, Arlington, VA/Stennis, MS 03/2014 – 06/2017

Senior Shift Supervisor & Interim NOC Manager

Directed daily operations for the USCIS Network Operations Center. Hired, trained, and supervised a staff of 23 analysts to facilitate a multi-million-dollar DHS contract. Monitored production environment, created reports, and ensured Service Level Agreement (SLA) compliance. Served as Subject Matter Expert on performance issues and outages. Planned and led regular troubleshooting teleconferences. Identified and resolved port security, firewall, and network issues. Responsible for maintaining a database of more than 3,000 network devices. Oversaw shift supervisors. Played a key role in transitioning USCIS from previous service provider. Selected to serve as Interim NOC Manager (11/2015-3/2016), overseeing multiple shifts in 24x7x365 support environment comprising multiple data and service centers plus 300 field offices worldwide.

Achieved 24 months of consecutive 100% SLA compliance.

Reduced outage notification times 33% by developing new standard operating procedures (SOPs).

Developed and trained a team to provide Tier 1/Tier2 support for firewall issues and changes.

Improved efficiency by creating/updating knowledge management documents shared across teams.

Facilitated the implementation of a new ticket system by designing project management procedures.

QUALITY TECHNOLOGY, Landover, MD/Falls Church, VA 10/2013 – 02/2014

IT Manager

Led a 5-month contract to build out the network for the Affordable Health Care Act call center of the Dept. of Health & Human Services. Supervised a staff of 3. Responsible for computer imaging, installation, and replacement, printer installation and troubleshooting, network connectivity, Active Directory, group policies, DNS, and DHCP for a large office.

Integrated 2 legacy infrastructures with new Active Directory domain.

THE ANGELO GROUP, Springfield, VA 09/2012 – 10/2013

Technical Team Lead

Oversaw development, server support, help desk, network support, and clean room test environment areas for the Reserve Component Automation Systems (RCAS) management group. Responsible for disaster recovery and backup/restoration functions. Carried out software deployments and upgrades at remote locations (National Guard bases).

Planned and managed the refresh of the complete network infrastructure and network security.

Improved security by mitigating information assurance vulnerability alerts (IAVAs).

Introduced changes to bring the clean room environment into information assurance (IA) compliance.

Led the consolidation of 2 environments and instituted system and network best practices.


NOC Team Lead & Senior Systems Administrator, National Park Service

Directed network and server maintenance, backup functions, load balancing, hardware, vulnerability, SharePoint, and Active Directory for the Park Facility Management Division. Supervised a staff of 4.

Reduced costs and improved efficiency upgrading servers to a virtual environment.

Enabled greater capabilities and lowered costs by consolidating 2 data centers.

CAREER NOTES: Previously held the positions of Network Engineer/Systems Administrator at the Dept. of Navy Bureau of Medicine & Surgery, Systems Administrator at Lethe SnP, Team Lead at Baltimore Police Department, and Systems Administrator at Hechinger. Details available on request.


BS in Mathematics, Wichita State University, Wichita, KS

PMI: Project Management Professional (PMP) Cisco Certified Network Associate (CCNA) + CCNP-Switch, Microsoft Certified Solutions Expert (MCSE), Certified Novell Engineer (CNE), CompTIA Security+ (IAT Level II), ITIL Foundation Level Certification, SCRUM Fundamentals

Certified Information Security Manager (CISM – In Progress)


MS Office, Project, SolarWinds, Active Directory, BMC/Remedy, Service Desk Online, Ziften, SolarWinds, Cisco Jabber, help desk systems, LAN/WAN, security, computer/network infrastructure,


Security Clearance: Top Secret/SSBI (current); USCIS EOD (2014)

Affiliations: Project Management Institute (PMI)

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