Branch Chief, Infrastructure Operations

Steven B. Edwards 443-***-**** *********@*****.***

Summary

Dynamic Program and Project Manager with 20+ years of leadership experience in IT service delivery, infrastructure operations, cybersecurity, and enterprise service management. Proven ability to drive strategic initiatives, optimize processes, and lead high-performing teams to deliver measurable results across DoD, Federal Government, and civilian organizations.

Key Skills

• Strategic Leadership & Distributed Team Management

• IT Service Delivery & Operations Optimization

• Cybersecurity & Risk Management

• Process Reengineering & Systems Integration

• Budget & Timeline Oversight

• Stakeholder Engagement & Communications

• ITIL Compliance & CMMI for Development

• Service Desk & Local Support Management

• Cost Savings Execution & Efficiency Improvements

Professional Experience

Supervisory IT Specialist - Enterprise Operations Branch Chief

Department of Homeland Security (DHS), USCIS – Stennis, MS

GS-14 Jul 2021 – Present

• Spearheaded the management of a 24x7x365 team of Federal Watch Officers and contractors, ensuring seamless operations of USCIS enterprise infrastructure, network systems, and applications.

• Expanded team capacity by 250%, establishing defined roles, responsibilities, and a 24x7 shift schedule to support mission-critical operations.

• Strengthened change management processes by integrating Watch Officers into ICCB voting roles, minimizing operational disruptions and enhancing service delivery.

• Cultivated cross-functional collaboration with Service Desk, SOC, developers, and system owners, driving improved monitoring, reporting, and faster service restoration.

• Achieved an “A” rating during the USCIS TOC Security Assessment, earning a three-year ATO and recognition as a DHS Center of Excellence.

• Co-authored the Performance Work Statement (PWS) for the TOC TOSS2 contract, expanding scope to include AIOps, automation tools, and project/change management.

Deputy Program Manager (DPM)

PHACIL INCORPORATED – McLean, VA

Nov 2017 – Jul 2019

• Directed network services, help desk operations, and enterprise infrastructure for DHS/ICE EOSS contract, leading 110 FTEs across sensitive projects.

• Optimized infrastructure support for server, network, and desktop updates, leveraging tools like SolarWinds, SCCM, and ServiceNow to enhance operational efficiency.

• Delivered high-risk infrastructure projects, ensuring compliance with SLAs and driving operational excellence.

Program Manager

PHACIL INCORPORATED – Various Roles

Sep 2013 – Nov 2017

• Established risk management and security engineering processes for the Department of Education, improving program execution and reducing residual risk.

• Led daily infrastructure operations for the National Science Foundation (NSF), managing 90 FTEs and ensuring performance of data networks, voice systems, and computing infrastructure.

• Implemented audits, incident management, and process improvements to enhance service delivery and reduce downtime.

Director of Infrastructure Services

DYNANET CORPORATION – Elkridge, MD

Jul 2011 – Sep 2012

• Directed infrastructure and IT services contracts, ensuring performance and compliance with SOW and PWS requirements.

• Delivered strategic oversight for infrastructure projects, driving operational improvements and cost savings.

Senior Project Manager

CATAPULT TECHNOLOGY, LTD. – Bethesda, MD

2007 – 2009

• Led the consolidation of GSA’s IT operations, transitioning 39 contracts into a centralized support group with 375 global staff.

• Managed deployment of private and community cloud environments, achieving 90% of monetary incentives and exceeding SLAs.

• Streamlined IT operations, reducing costs and improving service delivery across 17,000 global customers.

Deputy Program Manager

Department of State, Bureau of Diplomatic Security

2004 – 2007

• Implemented IT service delivery operations across 120 global sites, reducing service desk wait times and enhancing customer satisfaction.

• Directed system/server backups for 1,200 servers globally, ensuring data integrity and operational readiness.

Additional Experience

• Information Assurance Implementation Manager Computer Sciences Corporation (CSC)

• Deputy Program Manager DynCorp, Theater Systems Integration Office

• Program/Operations Manager Computer Sciences Corporation (CSC)

• INFOSEC Analyst Computer Sciences Corporation (CSC)

• Airborne Command and Control Communications United States Air Force

Education & Certifications

• Project Management Training – Project Management Institute (35 hours)

• ITIL Foundations Certification – IT Service Management

• HDI-Support Center Manager Certified

• Certified Computer Emergency Response Team Manager – Carnegie Mellon University

• CMMI for Development v1.3 – Carnegie Mellon University

• Communications Electronics – Community College of the Air Force

Key Achievements

• Directed deployment of GSA’s private and community cloud environments, supporting 17,000 global customers.

• Consolidated 39 IT contracts into a centralized support group, reducing costs and improving efficiency.

• Achieved ISO 20000 certification for Corporate IT infrastructure, enhancing compliance and operational standards.

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