Resume

Sign in

Engineer Service

Location:
Hanover, MD
Salary:
$160K
Posted:
April 22, 2021

Contact this candidate

Resume:

Summary of Qualifications

** ***** ********** ********** **** Information Technology (IT) systems & Helpdesk Support to 150 Intelligence Community (IC) & Non Title-50 (NT50) organizations, throughout 37 Common Services Supported agencies; 15 years Public Key Infrastructure (PKI) Team Lead experience supporting aforementioned customers and performing Project Management functions to include:

oTracking, compiling & analyzing data in ticketing database to:

Establish solutions for process improvements

Provide suggestions on improving customer experience, operational efficiency & productivity

oMonitoring activity of & collaborating with technical teams to ensure adherence to newly implemented processes

oClosely monitoring customer feedback to determine satisfaction level & implement changes as needed

oReassessing processes regularly for timely capture of inefficiencies

oProviding reports & presentations to management at all levels on suggested areas of improvement & foresight of potential problems

oServing as liaison to supported Agencies & applying in-depth knowledge of the many special requirements of the broad/widely diverse customer base to establish support solutions tailored to their specific requirements & unique network configurations

oPlanning, execution & oversight of re-issuance of 27,000 digital certificates necessary as part of a Common Services Certificate Authority (CA) server life-span expiration/transition

oEnsuring compliance with security policies established for CAs/PKI Programs

Vetting all certificate applicants to ensure possession of proper clearance/accesses & approval for access to respective secure website(s)

1.5 years Operations Supervisor/Business Manager experience

oProviding oversight and management of the operational aspects of the DIA’s 24x7 Enterprise Service Operations Center/Enterprise Service Desk contract and served as Deputy to the Operations Manager responsible for 12 Supervisors and 160+ CSRA & sub-contractor employees across 3 worksites.

oReviewing status of projects and budgets, managing chedules, and preparing status reports

oAssessing project issues and developing resolutions to meet productivity, quality, and client-satisfaction goals and objectives

oDeveloping mechanisms for monitoring project progress and for intervention and problem solving with supervisors, clients and other stakeholders

oConducting interviews & making ESOC staffing/hiring/salary decisions

oResponsible for all interaction with 20+ sub-companies

1.5 years Project Engineer experience

oServing as liason for Federal Agencies/Military Components supported by Einstein 3 Accelerated/Intrusion Prevention Security Service (E3A-IPSS) contract & Defense (Information Systems Network) Continental Transmission Services – Networx contract

oConducting briefings & Technical Exchange Meetings (TEMs) with each Agency for each IPSS service

oGathering & verifying information needed to provision various IPSS services

DNS Sinkhole Service (DSS)

Malicious Email Filtering (MEF)

Transport Layer Security (TLS)

Traffic Aggregation (TA)

oOverseeing provisioning on-boarding process

oAssuring adherence to program deadlines

1year Project Management experience

oServing as primary customer/stakeholder contact

oOverseeing all aspects of Project scheduling/coordinating of all work and resources

oEnsuring completion of all tasks in alignment with Project phases and schedule

4 years Course Development/Training experience

oCreating courses/course materials & conducting training for users of all experience levels

Classes ranged in size from one-on-one sessions to 40+ students

3 years Software Configuration Management/Technical Writing experience.

oCompiling system survey packets to document configuration identification & establish baselines for 30 software systems

oReviewing existing configuration management (CM) implementations for numerous systems and working with customer to convert hardware and software systems to foster understanding of and adherence to Government’s CM plan

oGenerating monthly Quality Assurance/Configuration Management reports and Operational Status Summaries

Selected to serve as member of NSA’s Interoperability Team established to evaluate file format conversion utilities/capabilities (project/service became known as ‘Kleenex’):

oAttending and conducting frequent interoperability meetings/briefings

oConducting in-depth testing of various conversion utilities

oTesting in-house developed e-mail interface with converters

oGenerating and testing hundreds of documents with each converter

oCompiling user documentation and evaluation documents

PROFESSIONAL EXPERIENCE

AT&T – Public Sector Solutions September 2019– Present

Service Project Manager for NSA Greenway/Regional Infrastructure Services I (RISI)

Acts as primary customer contact for Service Project Requests. Scheduling initial meetings with customer organizations and other stakeholders to discuss requirements, gain complete understanding of customer’s request and expectations and walk the project site(s) to determine existing infrastructure and review the Requirements Spreadsheet

Responsible for all aspects of Service Project and scheduling/coordinating of all work and resources to include: Site Survey(s), Cabling, Pre-Wire, IT/Equipment Installs/Setup/Disconnects/Moves, IT/Equipment Excess, Telephony Installs/Disconnects/Moves

Responsible for coordinating with Neighborhood Managers to ensure their understanding of Requirements, in order to assure appropriately skilled technicians are assigned to perform the work required

Responsible for performing site visits for oversight and progress monitoring of the various teams/technicians Neighborhood Managers assign to complete each Project phase. Must ensure site activites are are being completed within the approved schedule

Responsible for maintaining continuous contact with the customer POC(s), and all other stakeholders, providing status updates throughout the duration of their respective Project

Responsible for ensuring tickets contain detailed work instructions, location, schedule, Requirements Spreadsheet and Floor Plan; and that updates are completed and tasking is accurate and assigned to correct queues

Responsible for creating and submitting to Service Owner, Service Project Plans that detail all phases of work and schedules for that work, for each Service Project

Eagle Alliance – Service Delivery Group February 2019– Aug 2019

Project Management Advisor for NSA Greenway/Global Enterprise Solutions

Acted as primary customer contact for Service Desk and/or Monitoring as a Service (SDaaS/MaaS). Scheduled initial meetings with end user customer organizations to discuss SDaaS and/or MaaS transitions

Responsible for the SDaaS and/or MaaS transition of approximately 100+ ISP service desks throughout the NSA

Assisted end user customers with the build out of catalog pages that conform to their organization for their transition in ServiceNow

Bridged communication among peers and end user customers emphasizing the effectiveness of the ServiceNow tool while offering guidance on what it can do to enhance the end user’s organization & productivity

Clearly communicated objectives, while identifying dependencies and reporting accomplishments to the service owner and end user customers for those ISP service desks moving onto the new ServiceNow platform

Ensure end user customers obtained clarity through training and demonstrations with the latest version of ServiceNow

Ensure end user customers received appropriate guidance for building and establishing coherent workflows

CSRA/GDIT – Enterprise Service Operations Center September 2017– December 2018

Operations Supervisor for DIA ESOC

Responsible for oversight and management of the operational aspects of the DIA’s 24x7 Enterprise Service Operations Center/Enterprise Service Desk contract and served as Deputy to the Operations Manager responsible for 12 Supervisors and 160+ CSRA & sub-contractor employees across 3 worksites

Reviewed status of projects and budgets, managed schedules, and prepared status reports

Assessed project issues and developed resolutions to meet productivity, quality, and client-satisfaction goals and objectives

Developed mechanisms for monitoring project progress and for intervention and problem solving with supervisors, clients and other stakeholders

Conducted interviews & made ESOC staffing/hiring decisions

Responsible for all interaction with 20+ sub-companies

AT&T Global Business – Business Solutions Operations February 2017– June 2017

Project Engineer (Detailed) for DITCO/DISA-DCTS-N

Provided Project Engineer support for Defense (Information Systems Network) Continental Transmission Services – Networx contract

Gathered & Verified Information Needed to Provision DCTS-N services

Assured Adherence to Program Deadlines

AT&T Global Business – Public Sector Solutions June 2016 – February 2017

Project Engineer for DHS-E3A/IPSS

Served as Project Engineer/Liason for Federal Agencies participateing in the Einstein 3 Accelerated/Intrusion Prevention Security Service (E3A-IPSS) Program

Conducted Briefings & Technical Exchange Meetings (TEMs) with Each Agency for Each IPSS Service

Gathered & Verified Information Needed to Provision Various IPSS Services

oDNS Sinkhole Service (DSS)

oMalicious Email Filtering (MEF)

oTransport Layer Security (TLS)

oTraffic Aggregation (TA)

Oversaw Provisioning On-Boarding Process

Assured Adherence to Program Deadlines

AT&T Global Business – Public Sector Solutions November 2015 – June 2016

Sr. Member Technical Staff at NSA/ICSOG

Awaited transfer/reinstatement of TS/SCI Clearance/Accesses after being hired by AT&T to continue in Certification Authority (CA) Operator/Common Services/PKI Helpdesk Support provider position for NSA/ICSOG contract and continue to perform duties detailed below. Provided ICSOG Program Management support and completed online training courses during this time.

Computer Sciences Corporation (CSC) November 2000 – November 2015

Sr. Member Technical Staff at NSA/ICSOG

Certification Authority (CA) Operator/Common Services/PKI Helpdesk Support provider for NSA/ICSOG

Served as Common Services/PKI Support Team Lead Performing Program Management Functions

Monitored operations of the IC PKI Common Services CA/Certificate Management System (CMS) to include:

oReviewing, approving, issuing, declining and revoking PKI X.509 Digital Server and Client Certificates

Created certificates for and provided oversight for the operations of 350+ IC PKI Common Services appointed Web Registration Authority Operators (WebRAOs) issuing certificates at various customer sites world-wide

Generated Certificate Revocation Lists (CRLs) for IC PKI Common Services (ICSOG) customers

Ensured compliance with security policies established for CAs/PKI Programs

oVetted all certificate applicants to ensure possession of proper clearances & approval for access

Served as Registration Authority (RA) for Department of Defense (DoD) PKI Program, processing NIPRNet and SIPRNet DoD PKI client and server Certificate Requests for IC Common Services (ICSOG) customers

Provided IC-Wide & NT50 PKI technical helpdesk support to users of all experience levels

Made deletions and modifications to Common Services LDAP records to ensure data integrity and accuracy

Responsible for Common Services Support/Common Services Provider (CSP) functions to include:

oCreating IC E-Mail accounts on ICSOG webmail servers

oIssuing PKI certificates and creating IC E-Mail accounts in coordination with the NT50 Support Team’s setup of new workstations and user accounts at 20+ NT50 customer sites

Produced and udpates PKI-related documentation and status reports

Managed, updated & tracked PKI Support requests & inquiries for NIPRNet, SIPRNet and JWICs via the Intelink Ticketing Systems

Assisted, as ‘other duties as assigned’, with event coordination for conferences, meetings, visitor receptions etc.

Computer Sciences Corporation (CSC) October 1995 – November 2000

Sr. Member Technical Staff at DNI/ICES

Intelink 24x7 Operations Support/Helpdesk Team member for DNI/ICES (formerly Intelink Management Office- Intelink Service Management Center (IMO/ISMC))

Provided day-to-day operational management and support to Intelink-TS, Intelink-S, and Intelink-U worldwide IC users

Monitored functionality of HTTP and newsgroup servers and automated wide-area IP network status pages to detect failures and initiate or arrange for fixes

Monitored numerous webchat/Internet Relay Chat (IRC) channels; bulletin boards/newsgroups; network e-mail; and multi-line phones answering customer’s questions and processing user requests and problem reports

Performed server backups and reboots and updated servers’ statistics reports for approximately 30servers

Produced and updated web server pages and operational procedures and provided training to new Operations Team personnel

Assisted, as ‘other duties as assigned’, with event coordination for conferences, meetings, visitor receptions etc.

EDP July 1995 – October 1995

Applications Software Engineer at Ryland Homes Technical Support Center

Technical Support Team member for Ryland Homes

Provided technical support for Microsoft (MS) Word, Excel, PowerPoint; WordPerfect; and proprietary home builder software application

Monitored servers on wide-area network (WAN) and initiated or arranged for fixes when failures were detected

Populated problem tracking database (DP Umbrella) and utilized database to generate various management reports

Ms. Cole’s position was dissolved as the result of an APL-wide thirty-percent reduction in force. During the July 1995-October 1995 timeframe, Ms. Cole performed consulting services: developing course materials, providing software training and technical support; while exploring opportunities that would enable her to return to the SCI cleared arena.

Aerotek/Maxim Group August 1994 – July 1995

Applications Software Engineer at Johns Hopkins Applied Physics Laboratory (APL)

Johns Hopkins APL Computer Helpdesk Team member

Provided technical assistance, advice, and consultation for WordPerfect (DOS/Windows/Macintosh versions); and MS Office Suite: Mail/Word/PowerPoint/Excel (Windows/Macintosh) in response to user help requests

Evaluated new versions of supported application software and coordinated introduction of upgrades and maintenance releases

Prepared technical skills requirements for related APL Education and Training Office seminars and periodically evaluated technical qualifications of training vendors who presented seminars

Developed course materials and presented training modules of APL-specified and advanced concepts workshops

Prepared newsletter articles; and served as APL-wide liaison providing accurate, up-to-date, emerging technology and technical information for supported products

Computer Sciences Corporation (CSC) October 1991 – August 1994

Member Technical Staff at National Security Agency’s (NSA) Microcomputing Resource Center (MRC)

NSA MRC Helpdesk Team member

Provided technical support for WordPerfect (DOS/Windows/Unix) and MS Office Suite

Generated course materials, coordinated classes and served as instructor for Quick-Reaction Training of supported applications

Served as member of NSA’s Interoperability Team established to evaluate file format conversion utilities/capabilities (project/service became known as ‘Kleenex’):

oAttended and conducted frequent interoperability meetings/briefings

oConducted in-depth testing of various conversion utilities

oTested in-house developed e-mail interface with converters

oGenerated and tested hundreds of documents with each converter

oCompiled user documentation and evaluation documents

Generated articles and technical notes for several databases and publications

Assisted with event coordination for conferences, meetings, visitor receptions etc.

BDM October 1988 – October 1991

Software Configuration Management (CM) Specialist at NSA

Software CM Specialist on NSA’s Consolidated Support Services Contract (CSSC)

Responsible for identifying various software configuration items (CIs) and maintaining life-cycle support within context of NSAM 81-2 and 81-3

Reviewed existing configuration management (CM) implementations for numerous systems and worked with customer to convert hardware and software systems to foster understanding of and adherence to Government’s CM plan

Analyzed source code to determine complexity and manageability as CI

Provided Secretariat support for various Configuration Control Boards (CCBs) by generating agendas, listings, and minutes, in addition to maintaining Software Discrepancy Reports (SDRs), and other CM documentation

Developed new CM and Document Control (DC) procedures and reviewed and modified existing CM and DC procedures in coordination with implementation of automated NETHERWORLD (NW) software CM system

Prepared briefing materials and conducted NW briefings for division, work center and software support managers

Compiled system survey packets to document configuration identification for approximately 30 systems under the division’s purview, in preparation for transition to NW

Responsible for training new CM and DC personnel

Provided event coordination support, as ‘other duties as assigned’, for conferences, meetings, contract ‘win’ parties, visitor receptions etc.

BDM October 1990 – January 1991

Executive Secretary at BDM

BDM Executive Secretary reporting to Director of Distributed Systems; Director of Management Systems, as well as Vice President of Defense & Intelligence Systems/Deputy for Columbia Operations. Also served as administrative focal point, acting as liaison, for approximately five managers and 30+ employees working under their purview

Coordinated travel arrangements and provided administrative support for meetings and conferences

Tracked Contract Deliverable Requirements List items as they were generated by a sub-contractor

Generated correspondence and typed/updated performance appraisals and resumes

Maintained personnel and program files and reviewed timesheets and expense reports

Compiled monthly project status reports

Provided event coordination support for conferences, meetings, contract ‘win’ parties, visitor receptions etc.

BDM October 1989 – February 1990

Technical Writer at NSA

For several months, while also performing duties as Administrative Services Assistant and CM Specialist on the CSSC, Ms. Cole served as Technical Writer

Generated monthly Quality Assurance/Configuration Management reports and Operational Status Summaries

Provided Secretariat support : generating agendas, listings, and minutes for multiple CCB meetings, working group meetings, and weekly division meeting

Responsible for training new Technical Writer

BDM October 1988 – November 1989

Administrative Services Assistant at NSA

Supported Program Manager of CSSC with all clerical/administrative duties

Served as administrative focal point for all 13 CSSC employees and acted as liaison between them and BDM’s Human Resources Department

oMaintained all personnel and project files, schedules and logs and processed timesheets

oCoordinated out-of-town and overseas travel arrangements

oProvided administrative support for CSSC related meetings and conferences

oTyped/Updated performance appraisals and resumes

Provided event coordination support for conferences, meetings, contract ‘win’ parties, visitor receptions etc.

National Security Agency (NSA) December 1986 – June 1988

Junior Research Analyst at NSA

Received on-the-job and formal course training in field of Signals Intelligence (SIGINT) reporting

Conducted in-depth intelligence analysis of SIGINT data and determined trends, patterns, and similarities

Maintained graphs, charts, and maps for research/long-term analysis purposes

Composed summary reports to present conclusions

SKILLS

Unix Windows Sun Solaris Internet Explorer Mozilla Firefox Netscape Communicator/Navigator/Delegated Administrator HTML Front Page Sharepoint Public Key Infrastructure (PKI) Cybertrust UniCERT Digital Rights Management SSL TCP/IP LDAP DP Umbrella Remedy Microsoft Office Suite Zimbra ServiceNow

Education

Diploma, Archbishop Spalding H.S., 1985

Some National Security Agency/Central Security Service (NSA/CSS) & College Courses



Contact this candidate