Information Technology Customer Experience

PhonesavanhLy https://www.linkedin.com/in/phonesavanhly/

Von Ormy, TX 210-***-**** ***********.**@*****.***

Professional Summary

Information Technology professional with extensive experience in building and maintaining networks and servers, coupled with a strong foundation in cybersecurity principles. Proven track record in developing client relationships and effectively communicating with both technical and non-technical audiences. Experienced in managing projects from concept to implementation with a focus on compliance and risk management. Familiar with security frameworks, including NIST and CMMC, and adept at conducting risk assessments, incident response activities, and providing security training. Strong analytical skills and ability to adapt to new technologies in fast-paced environments. Experience

Information Technology Manager

HIGHLANDS COMMUNITY CHARTER SCHOOL

5/16/2017 - 4/30/2022 Sacramento, CA

• Led the design of network topology and established standards for WAN/LAN and group policies, enhancing system efficiency.

• Oversaw IT system security measures, ensuring comprehensive protection for physical, personnel, and network aspects.

• Developed a disaster recovery plan and identified key requirements for LAN expansion, streamlining operational responses.

• Managed an annual budget exceeding $2 million, optimizing resource allocation across multiple work sites.

• Supported a large team while collaborating with school administrators to create software tailored to organizational objectives, boosting productivity.

Information Technology Specialist

PENNSYLVANIA STATE POLICE,

1/07/2014 - 12/31/2017 Greensburg, PA

• Led functionality goals and compliance for secured Federal networks with FBI and government agencies, saving millions in investigative costs annually.

• Served as chief technical officer, enhancing customer experience and providing exceptional systems integration and support.

• Acted as primary liaison between state and interagency divisions on all IT initiatives, streamlining communication and collaboration.

• Authored business proposals and identified key requirements for technical hardware and software acquisitions, improving procurement processes.

• Designed, built, and maintained state servers, boosting productivity and reducing labor costs while ensuring user- friendly operations.

Software Development Manager

NORTHROP GRUMMAN CORPORATION

1/06/2009 - 12/31/2012 Johnstown, PA

• Delivered engaging presentations to managers, directors, and executives on product development, user experience, and cost benefits to Northrop Grumman and B2B clients.

• Served as a trusted technical advisor with a strong focus on customer experience, recognized by senior management and end users.

• Led project teams as a dynamic developer, driving critical software practices for both internal and external stakeholders.

• Developed and launched a web application that boosted productivity by 28%. Certifications

Cisco Certified Network Associate (CCNA)

• Initiated and proposed application development projects to business managers and directors, contributing to strategic planning.

Lead Software Developer

CORNING INCORPORATED

1/01/2008 - 12/31/2009 Corning, NY

• Proposed innovative application development projects, receiving approval from business managers and chief scientists.

• Developed and launched a corporate web application, achieving a 32% increase in budget utilization and enhancing user adoption and customer experience.

• Identified and resolved errors in applications, significantly reducing downtime and improving overall product reliability.

• Collaborated with lead engineers to streamline processes, boosting employee productivity by 28%.

• Delivered training sessions for end users, increasing engagement and satisfaction with new system functionalities by 24%.

Satellite Communications Systems Supervisor

UNITED STATES ARMY

5/01/2001 - 09/11/2005 Fayetteville, NC

• Presented communication status updates to senior leadership, enhancing transparency and engagement.

• Supervised and mentored over 50 military personnel, fostering professional development and advocacy for soldiers and their families.

• Installed, operated, and maintained strategic and tactical multi-channel satellite communications systems, ensuring consistent operational readiness.

• Led training initiatives on diversity and security for personnel, promoting an inclusive and safe working environment.

• Achieved operational efficiency through effective management of communications security (COMSEC) devices and associated equipment.

Education

Bachelor of Science in Computer Science 2008 CU-Mansfield Master's of Science in Data Science 2025 EU

Associate in Science in Engineering 2006 SUNY CCC

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