IT Supervisor / Manager / Director

SUMMARY OF QUALIFICATIONS

-- Customer-centric IT manager with over 22 years of experience in IT, including 6+ years in leadership / supervisory roles.

-- Demonstrated success at project leadership; excellent verbal, written, and interpersonal skills.

-- Experienced with managing geographically disbursed teams.

-- Extensive background in Desktop support, vendor management, strategic planning, providing customer-facing IT services, and supporting 24/7/365 customer-driven IT operations with classified computer systems.

-- Possess strong educational qualifications with Master’s and Bachelor’s degrees in Technology.

-- Active US government security clearance through 2012.

AREAS OF EXPERTISE

Desktop and Technical Support: Oversaw/managed Desktop and Technical Support functions and team projects, including system deployments, hardware/software configurations/upgrades, end user training, applications tracking, security/anti-virus support, and systems administration (US Government, Logtec, SAIC, CNAC, Early Career, Military Experience).

Vendor Management: Demonstrated experience in vendor management, including negotiations, pricing/selecting, and acquisition/procurement of hardware, software, printers, desktops, laptops, servers and other computer/network services (US Government, Logtec, SAIC, CNAC, Early Career, Military Experience).

Strategic Planning: Actively participated in strategic planning processes; shared in the development of vision, goals and initiatives (US Government, Logtec, CNAC, Early Career, Military Experience).

Customer-Facing Support Services: Managed/planned the delivery of customer-facing support services, which resulted in earning numerous awards and recognition (US Government, Logtec, CNAC, Early Career, Military Experience).

Change Management: Effective at leading employees to accept and embrace technology changes in their current/existing business environment (US Government, Logtec, CNAC, Early Career, Military Experience).

Collaborative Partnerships: Track record of success at building rich, collaborative partnerships with business partners, peers, executive level management, and others organization-wide, and with external clients (US Government, Logtec, SAIC, CNAC, Early Career, Military Experience).

Process Improvements / Best Practices: Put forward several effective process improvements and best practices in technology support that yielded efficiencies, improved customer satisfaction, and increased computer security awareness organization-wide (US Government, Logtec, CNAC, Early Career, Military Experience).

Project Support / Management: Extensive experience in execution of numerous high-profile technology support projects with a heavy impact on customers (US Government, Logtec, SAIC, CNAC, Early Career, Military Experience).

EDUCATION

MEd Master of Education – Technology 2010

Strayer University, Washington, DC

BS Bachelor of Science – Computer Networking 2006

Strayer University, Washington, DC

AAS Associate in Applied Science – Information Systems Technology 1996

Community College of the Air Force, Montgomery, AL

ADDITIONAL TRAINING: Project Management, Customer Service Management, IT Security, etc.

EXPERIENCE

US GOVERNMENT -- Washington, DC 2006 – Present

Supervisor, Desktop Services, 2011 – Present

-- Manage/direct a staff of 10+ that perform Desktop support & customer-facing IT services.

-- Work closely with corporate leadership and executives on strategic and operational planning processes to deliver IT Support Services to over 40,000 customers.

-- Act as Assistant Director of Desktop Services in the absence of the Assistant Director.

IT Team Lead, 2010 – 2011

-- Coached, mentored, and provided leadership on a team of 7.

-- Evaluated the effectiveness of existing technology support processes, and put forth recommendations for process improvements.

IT Specialist, 2006 – 2010

-- Oversaw/managed customer IT Support Services, including Desktop support, laptop systems, audio-visual equipment, and software applications.

-- Tracked and kept inventory of IT assets valued at over $85,000.

-- Developed collaborative partnerships with business associates to deliver IT Support Services to over 1,200 customers onsite, and over 30,000 customers offsite. .

LOGTEC -- Arlington, VA 2005 – 2006

Systems Engineer

-- Supervised the operations of technology support systems.

-- Oversaw the management of servers, Desktop and Technical computers, and local area network (LAN) equipment.

SAIC -- Falls Church, VA 2003 – 2005

Systems Administrator

-- Managed operations of PC systems, IT security, Windows servers, and web-based services.

CNAC -- Alexandria, VA 2000 – 2003

Senior Systems Analyst

-- Successfully led a several hundred thousand dollar computing infrastructure upgrade project.

-- Served on employee advisory committee.

-- Increased organization-wide awareness of computer security.

EARLY CAREER 1996 – 2000

Held a series of progressively responsible Technology Support positions for defense contractors:

-- Systems Administrator, Orkand

-- Network Specialist, Base Technologies

-- Systems Analyst, Vredenburg

-- Computer Specialist, British Nuclear Fuels Ltd

-- PC/User Support Specialist, Pinkerton Computer Consultants

MILITARY EXPERIENCE 1989 – 1996

Honorably served our country for 7 years on active duty military in the US Air Force in a series of increasingly responsible Technology Support roles in 24/7/365 customer-driven, TS/SCI operations:

-- Computer Systems Administrator, The Pentagon, Washington, DC

-- Assistant Data Center Shift Supervisor, Rhein-Main Air Force Base (AFB), Frankfurt, Germany

-- Systems Monitor, Dyess AFB, Texas

-- Lead Computer Operator, Dyess AFB, Texas

-- Computer Operator, Dyess AFB, Texas

TECHNICAL REPERTOIRE

Systems: Windows (XP, Vista, 2003, Win7), Novell.

Hardware: Dell, HP, Blackberry, Sony, PCs, Laptops, Servers, Hubs, Routers, Switches.

Software: MS Office, SQL, ZENWorks, Adobe, Symantec, Exchange/Outlook, IE, Google

Chrome, RightNow, webMethods, Remedy.

Networking: TCP/IP, DNS, DHCP, Ethernet, Ping, Traceroute, Citrix, pcAnywhere.

Other: HTML, Java, Adobe Flash, Active X, Backup/Archival Software, Disaster Recovery.

AWARDS / HONORS

Earned many awards/honors in recognition of high performance and leadership in IT support.

PUBLICATIONS

Authored many newsletter articles on technology support topics, including computer security, computer best practices, and computer tips & tricks.

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