IT Operations, Programs & Security Leader

MICHAEL WASHINGTON

Austin, AL

910-***-**** ********@*****.***

INFORMATION TECHNOLOGY OPERATIONS MANAGEMENT CYBERSECURITY ANALYTICS Communications Executive and Military Veteran with a Top Secret, SCI Security Clearance leveraging 22+ years of supervising, developing, and coordinating personnel and resources to meet internal and external requirements. Demonstrates a capacity to balance concurrent IT operations, projects, and programs; orchestrating installation of technology, software development, network maintenance, troubleshooting, and logistical support while prioritizing impactful IT communications and ensuring intentional adherence to policies and procedures. Comprehensive background in program management, connectivity issues, user problems, cybersecurity analysis, personnel operations, process improvement, resource allocation, team collaboration, conflict intervention and resolution, and cross-functional leadership derived from conducting domestic and global operations. Instrumental in achieving measurable results while leading multifaceted teams in fast-paced, high-pressure circumstances, producing written products that meet organizational objectives within established timelines and parameters.

● Program Project Management

● Quality Assurance Control

● Process Improvement Innovation

● Policy Procedure Implementation

● Training Development Processes

● Software Installation Configuration

● Network System Administration

● Records Retention Maintenance

● Information Technology Systems

OVERVIEW OF KEY CONTRIBUTIONS

Program Management Foster a culture of professionalism, teamwork, and continuous improvement within the IT department, promoting excellence and a high standard of performance. Maintain a strong understanding of different project delivery methods and the roles and responsibilities of all stakeholders involved in all IT processes. Personnel Operations Equip emotional intelligence to personalize communication, resulting in effective interactions and successful resolution of identified dissatisfaction. Collaborate intently with the team and key stakeholders to establish and maintain robust quality standards across the organization, ensuring transparency and fostering strong relationships. PROFESSIONAL EXPERIENCE

Help Desk Technician Kestra Financial 2022 – 2023 Assisted in the development of a comprehensive knowledge base and customer support documentation, providing easy-to- follow guides and solutions for common computer issues, improving customer self-help capabilities, and reducing the volume of support requests.

● Provided expert technical support and assistance to customers, addressing their software and hardware-related computer problems promptly and effectively

● Interacted with customers via phone or in person, offering personalized solutions to ensure their computer systems are functioning smoothly and efficiently once again

● Demonstrated exceptional problem-solving skills, diagnosing complex technical issues remotely and guiding customers through step-by-step troubleshooting procedures, resulting in customer issue resolution Information Technology (IT) Operations Manager U.S. Army 2014 – 2018 Managed daily operations, ensuring seamless delivery of service and meeting all requirements while providing training and technical assistance to support personnel, enabling them to perform their tasks effectively.

● Issued, installed, and maintained equipment, efficiently troubleshooting any issues that arose to minimize malfunctions and downtime

● Facilitated video teleconferences for team members, ensuring smooth communication and collaboration, strategically assigning subordinates to different sections and effectively tackling various issues and challenges that arose

● Offered specialized support for mobile devices such as Blackberry and iPhone, enabling team members to work efficiently on the go

Communications Security Manager U.S. Army 2012 – 2014 Troubleshot and resolved system errors, connectivity issues, and user problems, ensuring uninterrupted operations and maintaining a stellar track record in resolving trouble tickets, achieving an impressive 99% uptime for critical systems. MICHAEL WASHINGTON PAGE 2 OF 2

(CONTINUED)

● Supervised a team of 5 subordinates in the Central Command Area of Responsibility, promoting cohesion and efficiency

● Collaborated with account holders to bring their accounts in compliance with departmental standards, ensuring successful inspections

● Ensured international access and unlimited communication capabilities for devices, facilitating seamless communication worldwide

CERTIFICATIONS

Security + InfoTech

TECHNICAL COMPETENCIES

Google Workspace: Gmail Calendar Docs

Microsoft Office 365: Outlook Word Excel PowerPoint Operating Systems: Cloud + Windows Active Directory Exchange VPN

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