Manager Customer Service

Brian J. Thompson

***** ****** *****, *** #***, Fairfax, VA 22033

Cell: 985-***-****

*******@*****.***

****************@*******.***

Career Experience

Information Technology (IT) Operations Manager for 15,000 user enterprise legacy and Navy Marine Corps Intranet (NMCI) operation. Principal Logistician for large Army program - receiving, analyzing, packing and shipping personal armor protective plates and upkeep of proprietary inspection system. ITIL v3 Process Manager for large IT infrastructure consolidation and efficiency program. Help Desk Manager for Department of Defense pay and personnel program. Deputy Site Manager and Operations Manager in Louisiana and Mississippi for the Navy Marine Corps Intranet (NMCI) program. Senior Chief Petty Officer (Retired) U.S. Navy. Over 25 years of customer service management, IT help desk operations, process integration and improvement management, personnel management, military pay, administrative, legal, educational services, stateside and overseas travel, and operational support operations for customer populations of 300 to several million. Four years of cross country tractor-trailer driving. Four years of U.S. Air Force fuels specialist experience and training.

Work History

Science Applications International Corporation (SAIC) 2011 to Present

- IT Operations Manager / Deputy Program Manager (Washington DC)

• Manage Data Center, Global Service Desk, Asset Management, Disaster Recovery and Project team, and operations serving 15,000 customers worldwide, 24/7

• Review/Approve business process and ITIL v3 designs, procedures, and workflows

• Review/Approve Remedy development and configuration

• Manage over 200,000 pieces of geographically dispersed IT equipment

• Perform as Program Manager in the absence of PM

NCI Information Systems, Inc 2010 to 2011

- Principal Logistician/Team Lead (Kuwait)

• Lead a team of eight technicians and engineers in the evaluation and inspection of body armor plates

• Operated and maintained a proprietary Armor Inspection System (AIS), Non-Destructive Test Equipment (NDTE)

• Maintained and repaired computer boards and electrical and mechanical components

• Managed warehouse operations, received, inventoried, shipped, stored and managed daily plate count from local and international sources

• Managed site/team logistics: housing, transportation, safety, training, and security

Northrop Grumman IS 2004 to 2010

- ITIL Process Integration Manager (Chester, VA)

• Managed Change, Release, SLM, Configuration, Incident, Problem, Request, Availability, Capacity, IT Service Continuity, and Continual Service Improvement design, implementation, and optimization of best practices

• Lead collaboration for each ITIL v3 Lifecycle Group and continuous service improvement efforts to improve efficiency and increase maturity level

• Forecast, created and controlled multi-million dollar budgets

• Managed group hiring, temporary staff augmentation and training

• Operated cross-functionally and in a matrixed environment aligning processes and procedures across service towers, IT areas, and business functions

• Managed 10 direct reports and indirectly lead process area matrixed employees operating in service towers, help desks, and in the field

• Process improvement evangelist and IT Change Management leader

• Over two decades of customer support management; able to focus and work under very tight deadlines

• Managed vendor relationships, statements of work (SOW), payment schedules for invoices, and denial of invoice payment for SOW non-compliance

- Help Desk Manager (New Orleans, LA, FT Polk, LA & Merrifield, VA)

• Lead 14 direct reports for a 250 seat (hot seat) internal and external help desk operation

• Performed research and cost analysis for customer support applications. Crafted cost benefit analyses documents, created help desk process documents, and negotiated service level agreements with customer

• Hiring Manager; reviewed resumes and hired staff for large 24/7 operation.

• Government liaison to SES and GS 15 government officials

• Teamed with NG corporate staff to create the CMMI – Service audit requirements for Northrop Grumman

• Managed day-to-day activities of two geographically separated help desk facilities in New Orleans, LA and Fort Polk, LA

• Configured and customized Help Desk software application – Right Now Technologies. Created business rules, staff accounts and profiles, trained help desk staff and representatives from various groups

• Provided business development leads to senior management; participated in proposal development and red team reviews

- Test & Evaluation Deputy Group Lead (acting) (New Orleans, LA & Merrifield, VA)

• Led a team of 13, two direct reports, in Qual Note (Test Condition) and Expected Result creation, wrote over 12,000 test conditions with associated expected results

• Liaison to government customer for collaboration of test methods and document language

Ultimate Solutions, Inc. 2002 – 2004

- Deputy Site Manager

• Navy Marine Corps Intranet (NMCI) project, directed daily activities of over 50 geographically dispersed IT staff, help desk operations, customer service representatives, field technicians, logistics personnel, and various technical teams and partners providing services to the NMCI project for the states of Mississippi and Louisiana

• Hiring Manager; reviewed resumes, interviewed candidates, hired and fired staff

• Managed transition and steady state operations

• Created and presented high-level briefings to site senior management, both government and contractor, in advance of transition activities

- Operations / Project Manager

• Managed the activities of infrastructure and construction build-out crews for the concurrent creation of eight server farms in geographically separated locations throughout Mississippi and Louisiana

• Liaison to prime contractor EDS, Naval Sea Systems Command, and various construction subcontractors from initial dirt excavation to final punch list

United States Navy 1985 – 2002

- Asst Officer in Charge/Senior Enlisted Advisor

• Lead military and civilian pay and personnel, customer service, employee benefits, educational services, and travel operations serving customer populations of 300 to over 20,000 in deployed and non-deployed environments

• Facilities Manager for large conditioned space complex, including oversight of utilities, landscaping, and interior design

• Classified Material (CMS) Custodian

• Trusted Agent for Navy Standard Integrated Personnel System (NSIPS) evaluation team

• Participated in technical and operational evaluations of NSIPS for initial and upgrade releases

- Admin/Personnel Manager

• Managed administrative, personnel, and legal operations for deployed and non-deployed commands

• Maintained thousands of personnel records in compliance with Navy directives and policies

• Managed a geographic area in accordance with Navy orders to update an emergency contact information database in response to the USS Cole disaster

• Managed a command physical fitness program for over 300 personnel. Restructured a remedial training program and provided a fun, physically challenging program to everyone. Test failures dropped from 10% to 7% in the first six months

- Enlisted Surface Warfare Specialist

• Trained and qualified in use of M18A1 claymore mines, .50 cal machine gun, .60 cal machine gun, M203 40mm grenade launcher, M16 rifle, 12 gauge shotgun, .45 cal pistol, 9mm pistol, and mortars

• Communications Chief, Naval Mobile Construction Battalion 74; lead a team of radio operators working 24/7 to support battalion operations

• Repair Locker Leader; lead a team of trained personnel to combat shipboard emergencies, including fire, flooding, and enemy attack

• Qualified Officer of the Deck (OOD) Underway / Inport, Command Duty Officer, After Steering Safety Officer, Helm Safety Officer

- Security Operations

• Qualified Officer of the Deck (armed), maintained security of ships, participated in security training and responded to real-time security emergencies, CONUS and OCONUS

• Member of the Personnel Reliability Program (PRP), trained to guard conventional and non-conventional weapons and cargo

- Manpower Analyst

• Instructed manpower analysis, command manning and operational readiness

• Presented manning and personnel readiness briefs to high-ranking military and civilian personnel

Education/Certifications

CompTIA Security + Certification 2011

ITIL v3 Foundations Certification 2008

Master of Science – Information Technology Management (GPA 3.86) 2008

Help Desk Manager Certification 2004

Distance Education Teaching Certification 2002

Master of Business Administration (GPA 3.85) 2002

U.S. Navy Senior Enlisted Academy 2000

Bachelor of Business Administration (GPA 3.83) 1994

Clearances

Final Secret – DISCO

Full Top Secret - DoS

General

Runner for over 30 years; member 1994 National Military Duathlon Team; ultramarathoner

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