IT staff manager, project management, IT operations

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Bridget Carr *******.****@*******.*** • 508-***-****

linkedin.com/in/bridget-carr-a3583030/ • Framingham, MA IT Management Executive

A highly accomplished IT leader with a proven history of driving innovation, enhancing operational efficiency, and achieving excellence in service delivery.

Demonstrated ability to collaborate seamlessly with division leadership and stakeholders to develop responsive interaction models, conduct research and competitive analysis, and provide strategic guidance. Expertise in wide range of IT areas, from architecture and infrastructure to project management and security. Strong background in mentoring technical teams, translating business needs into technical requirements, and overseeing complex projects. Recognized for establishing IT architectures, leading vendor selection processes, and implementing cost-benefit analyses. Excelled at utilizing Information Technology Infrastructure Library (ITIL) and IT service management (ITSM) for institution of problem and change management practices within the organization.

Areas of Expertise

• Management

• Team Leadership

• Technical Project and program Management

• Service Level Management (SLM)

• Subject matter expert (SME) on ITIL and

(ITSM)

• Cost-Benefit Analysis

• Cyber Security

• Budget Management

• Service Portfolio

Management

• Network Infrastructure

• External Network

Security

• Vendor Selection

• Consulting with DOD and

Intel agencies to guide

their organization on

incident, problem, Major

outage communicator,

change manage and

service reporting

Career Experience

Marathon TS – Sterling Virginia

U.S Air Force, Hanscom Air Force Base - March 2024 until present Assigned Cloud One program.

Project Manager

Build an engagement model with mission systems partners that utilize new cloud services. Provide excellent technical support in a concierge level to foster efficient and effective support to Mission programs.

• Advise and guide team working on the CRM solutions, understand requirements, determine gaps, and clearly articulate to the team a workable approach to overall project management. Bridget Carr

• Worked on project team to deconflict technical sequencing of technical steps. Drove the project team to breakdown project objectives into technical groups and/or process steps. Engaged on a regular basis with internal engineers and contracted resources to deliver on complex problems, tight time schedules to achieve results.

• Obtained direction from Senior management on areas of focus, functioned as a senior customer service point of contact for Mission systems groups. Functioned as an escalation point, worked with groups to document the needs and requirements of the group and either worked on solution or contracted. t to vendor to obtain services. MITRE corporation (2000 – 2023)

Department Head - Service Assurance Center – IT Operations & Multiple other duties Led a team of forty-five staff as Department Head of the Service Assurance Center, overseeing Corporate Help Desk, system monitoring, Service Level Reporting, MITRE site support, and performance management. Managed the MITRE Corporate IT Help Desk serving 8,000+ users across multiple sites. Defined IT services for MITRE sites, improving infrastructure and user experience across 70+ locations.

● Management over performance of help desk metrics, staffing and coordinating with other departments that need software, product, and process support.

● Implemented a Service Portfolio methodology, governance, and metrics in the IT division. Enabled communication with seventy service managers for critical service evolution.

● Developed an initiative-taking Service Level Management (SLM) strategy for MITRE End users, reducing downtime with synthetic transactions on critical applications. o Managed an expansive systems performance management program for the Center, utilized a set of centralized tools to deliver IT metrics, trends, and forecasting value areas.

● Achieved recognition as HDI's Best Help Desk of the Year in 2017, maintaining cost-effectiveness through benchmarking.

● Implemented multiple methods for MITRE staff to reach Help by Web form, Chat, AI, and email. Played a pivotal role as the Principal Engineer, collaborating directly with MITRE sponsors ARMY, ONI, West Point, and Centcom to elevate and pinpoint areas that needed focus along performed analysis of performance levels and metrics. Led multiple process teams that re-defined MITRE’s Incident, Problem, change management process to make it more efficient and responsive to customers and IT senior leaders. In the EPMO and Service Portfolio space: Assumed the role of Principal Staff Member, actively working with service managers to cultivate a deep understanding of each IT service's provision, associated annual budget costs, and future evolution of service.

MITRE Corporation

Solutions Engagement Manager (2020 – September 2022) Assigned to lead the establishment of MITRE’s venture working in the commercial space, new company Engenuity. Responsible for defining a new IT infrastructure, PC’s, Phones and help desk support center. Work autonomously as Engenuity IT manager and CISSO. Had to utilize MITRE technical staff to bring about the implementation of new services. Leverage MZ Azure for company’s project work and MS 365 online for SharePoint development and company’s user facing membership portal. Outsourced cyber services to an MSSP, wrote technical requirements, part of group that chose the Bridget Carr

vendor and was the (Managed security service provider) MSSP primary point of contact for implantation and on-going daily monitoring. Functioned as the pivotal point of contact to Engenuity staff when they had new requirements or needed a MITRE Corp cont.

change to the existing service. Guide and mentor technical teams, articulating project goals and scope, translating business needs into technical requirements, and developing detailed work breakdown structures (WBS).

● Established an IT architecture, team, and operational processes for a new business unit, introducing a cloud-only architecture distinct from MITRE, and creating a resilient infrastructure with help desk support systems.

● Orchestrated cost-benefit analyses and Return on Investment (ROI) assessments, providing a solid foundation for informed decision-making regarding proposed IT investments. Expertly addressed project challenges, including staffing shortages, tactical issues, scope expansion, and diverse business and user requirements.

● Successfully implemented the selected cyber security vendor and maintained vigilant anomaly reporting.

● Responsible to contribute to RFI that came into Engenuity, I articulate IT architecture, Cyber security and IT policies and procedures.

TUFTS HEALTH PLAN Waltham, MA 1988 – 2000

Director Network Services

Oversaw Network Services staff and budgets, encompassing data network and LAN systems engineering, telecommunications, customer support center, and desktop technicians. Managed, developed, and maintained an annual budget exceeding ten million dollars. Crafted marketing and communications plans for new IT services or capabilities. Managed program-level initiatives and organized projects, teams, technology, and processes. Maintained service levels by generating customer and leadership metrics.

• Responsible for Network Services staff and budget. Department included Local area and wide area network, Telecommunications, and Customer support center and Desktop Technicians.

• Managed and negotiated voice/data vendor maintenance and carrier service agreements.

• Developed, managed, and maintained an annual budget of over ten Million.

• Senior project manager for company's expansion into 400,000 sq. facility.

• Planned and implemented a new data and telecommunications architecture.

• Project manager for network infrastructure upgrade project, which included identifying software application high traffic leaders, documented network technical performance specifications.

• Developed Network RFP selected Cisco Systems as network vendor.

• Planned and implemented replacement of existing network infrastructure over a six-month period.

• Developed and implemented external network security policy to govern and document E-commerce business rules with Tufts business partners to ensure secure connectivity protocol.

• Developed marketing and communications plans for new IT services or capability's Successfully managed program level initiatives and I am a seasoned organizer of projects, people, technology, and process areas Maintain Service levels to customers by generating metrics to share to customers and senior leadership. Bridget Carr

Education

Bachelor of Science in Management Lesley University, Cambridge, MA DOD – Secret Clearance

Technical Skills

MS Project, Word, Excel, Access, PowerPoint, MS Azure, Oracle, SQL Server, TCP/IP, SMTP, HTTP, FTP, DNS Help desk: Cherwell ITSM, ServiceNow, Salesforce, RSA secure/softID, Avaya call center, various help desk tools Bomgar. Monitoring Tools: BMC patrol, HP (BSM suite, NNMi, site scope) xMatters, Business Process Monitoring, SiteScope Bandwidth utilization using NNMI.

Project leader toolset: JIRA & Kanban

Understands Active Directory, Domain Certification process, Crowd strike various MIM products and cyber alert types. F5 load balancer

Cloud technologies – Azure, AWS, Google

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