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PHONE NUMBER AVAILABLE EMAIL AVAILABLE Waldorf, MD LINKEDIN LINK AVAILABLEResults-driven Engineering Manager with 15+ years of experience overseeing, managing, and coordinating engineering projects in Private and Enterprise environments. Dynamic relationship builder works cooperatively with senior staff and vendors to achieve established business goals. Resourceful manager builds high-performing cohesive teams fostering a culture of continuous learning and development, ensuring sustained employee growth and organizational success. Confident decision maker with expertise in business continuity and project management coordinates with technical team members to manage risks and deliver commitments on time. Knowledgeable director ensures compliance with industry and regulatory requirements while leveraging emerging technologies.SKILLSProject Management Agile/Scrum Resource Planning Requirements Gathering Process Improvement Collaborative Negotiator Design and Development Continuous Improvement Productivity Leadership Team Building Disaster Recovery Planning Vendor Relationships Contract NegotiationsTECHNICAL SKILLSActive Directory Microsoft 365 NIST- 800-53 controls Operating Systems Windows Server Intune Linux Citrix VMware vSphere Calisto SCCM Big Fix Crowd Strike Azure AWSPROFESSIONAL EXPERIENCEEndpoint Engineering Manager 11/2021 CurrentLeidos, Inc. Health and Human Services (HHS) Rockville, MDLead and provide technical guidance and direction to engineering teams (M365, Endpoint, UCC, VDI, AV/VTC) in identifying, distributing, and balancing workload among employees, arranging for team member training, while monitoring and reporting on the status and progress of projects. To help facilitate this process, I implemented a weekly MS Teams meeting to review the current status of ongoing projects, address any roadblocks, prioritize upcoming tasks, and ensure alignment across the engineering teams.Develop technical roadmaps and project plans for the team and manage projects, guiding overall strategy.Partner with Product Management to define requirements, scope projects, and lead teams to fulfill commitments; develop MS Project schedules for multiple teams and projectsProvide project schedule updates to federal leadership during (PMR) Project Management Review.Led M365 engineering team in successfully migrating 17K users email services from shared email services to two new environments ensuring operational stability and zero service interruptionsDesigned and developed automated and streamlined imaging process, significantly reducing deployment time, resolving execution inconsistencies, and ensuring reliable refresh cycle across divisionsIdentified areas for improvement and collaborated closely with vendor (Dell) to create custom scripts in Intune, adding unique identifiers, providing faster zero-touch deployment process for machinesDiagnosed and addressed root causes of slow login and bootup times after updates through gathering and analysis of data; resulted in improved system and bootup performance and user satisfactionRecruit, develop, train, and coach team members resulting in high performing and well-equipped engineersCreate, implement, and enforce engineering processes and policies; develop and manage test processes and procedures for various endpoint engineering projects and teams.Develop, review, and track all endpoint engineering related contract deliverables to ensure they are delivered on time and accurately; ensure all Service Level Agreements are met or exceeded.Prepare technical documentation and participate in knowledge transfer for Operational readiness review.Work with infrastructure engineering team, business stakeholders, customers, and contractor partners, on new requests and requirements and prioritizing assignment by program technology roadmap.Foster a culture of engagement, diversity, inclusiveness, excellence and innovation. Championing HHS's commitment to Diversity, Equity, Inclusion and Accessibility to create an environment that promotes a commitment to safety, integrity, and teamwork. To accomplish this task, I am a participant in our engineering diversity and inclusion team where we host quarterly team building gatherings in which participants are encouraged to bring cultural cuisines and share historical facts about their unique backgrounds. Additionally, a brown bag is scheduled to discuss current technology trends and best practices.Senior Engineering Manager 11/2020 3/31/2022Stefanini Group Solvay USA LLC Washington, DC (Remote)Developed, communicated, and implemented account plan and strategic direction of the service delivery outcomes for portfolio of 10-12 clients: defined success and guided outcomes in quality and profitability.Led the success team for each client including Sales/Commercial leader and a Service Delivery Manager.Provided thought leadership and strong guidance and direction for monthly and quarterly client service reviews; recommended and implemented innovations and continuous service improvement ideas.Generated budgets and managed operating profit/loss (P&L) for each account and at portfolio level.Implemented YubiKey as dual-factor authentication to enhance security of infrastructure and ensure compliance with zero trust security policies during migration from on premises to Google Cloud.Migrated customer Exchange data from on-premises Iron Ports to Microsoft Azure cloud in partnership with Microsoft engineers; resulted in maintained compliance with Zero Trust with minimal disruptions.Acted as client advocate for service delivery ensuring clear understanding of SOW (Statement of Work) and that services executed with full compliance meeting and exceeding client expectations.Collaborated with counterparts within USA, Europe, Asia, and Latin America to set policies and procedures for technical support staff.Worked with sales development and pre-sales to support negotiation and solution development.Senior Technical Operations Manager IT Applications/ Development 11/2019 04/2020Insight Global Marriott International Bethesda, MDOversaw day-to-day Global IT operations on prem for Marriott International Bethesda Headquarters and managed and franchised properties; managed Global IT Teams and vendors to ensure success of initiatives.Advised on, coordinated, monitored, and performed work in all phases of technical and resources planning and programming designing mission critical LAN/WAN/CSP infrastructure.Directly managed multiple project task leads in technical management functions involving resource analysis, management systems, engineering operations management, and configurations management.Oversaw VPN and remote user access, maintaining and monitoring virtual Infrastructure via Citrix DirectorDirected disaster recovery planning and data backup and system security operationsAssisted Senior Director, IT Dev/Ops, Property Management Systems in monitoring workforce activities, distributing reminders of policies, and ensuring proposal budgets conform to financial requirements.Ensured contracts with vendors (development platforms, telecommunication companies, password managers) and software licenses were up to date and consistent with Purchase Order process.Analyzed business requirements of all departments to evaluate technology needs, provide efficient and capable solutions, and design while also planning for their implementation and/or service migration.Monitored all security-related reports and information flows daily; prioritized response and remediation of system vulnerabilities and risks, identified, planned, and implemented security patches and upgrades.Provided lifecycle management solutions and evaluated and recommended additional services or alternatives to increase efficiency, productivity, and system compliance management.Managed Enterprise COTS Applications and licenses (Office 365, SharePoint Services, and company-wide productivity systems); managed Microsoft Active Directory and group policies for enterpriseProvided infrastructure engineering designs, builds, and escalated support to services and productsManaged Services Manager 10/2017 07/2019Actionet, Inc. Department of Energy (DOE) Germantown, MDManaged Technical Operations teams focused on delivering high quality results in strategy, software development, operations, engineering, development services, information security, and compliance.Led Infrastructure engineering team during implementation of highly complex IT Projects and programs for the DOE client including agency-wide system integrations with large-scale enterprise resource planning and upgrades to Citrix virtual desktop environment.Prepared and presented documents, reports, briefings, and proposals to customers and Senior Management.Managed training, incident reporting and resolution, problem management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).Developed, analyzed, and evaluated long-range plans for the IT Department while developing and implementing standard operating procedures to drive efficiencies and business continuity plansBenchmarked, analyzed, reported, and made recommendations to improve the performance of IT systems delivery and services to internal/external clients; led change management of design and implementationManaged Operations Center contractor resources supporting infrastructure systems and applications on a 24x7x365 basis; monitored staffing levels, on-going training, and continual improvements.Serve as the Information System Owner (ISO) for the organizations System Security Plan (SSP) by providing leadership and guidance on information security governance matters to ensure alignment with business objectives and priorities. I collaborated with our ISSO team to mitigate cyber security risk and threats during bi-weekly AO briefing according to Federal security regulations, standards, and processes including FISMA, FIPS, NIST, and FedRAMP policies.Participate in the configuration management process, establish and maintain inventory of components associated with the information system; conduct security impact analysis on changes; conduct remediation activities to maintain system authorization. To accomplish this task, I utilized security tools (Nessus, Tenable, BigFix, SCCM) to identify and remediate vulnerabilities and prepared weekly action reports of critical suspense data reconciliation between internal/external program offices while identifying discrepancies and providing documentation in compliance with SLAs.Oversaw management of Windows system administration supporting an Active Directory (AD) infrastructureCoordinated with first- and third-party software vendors for incident resolution as primary point of contactRegional Helpdesk Manager 11/2016 01/2017Ameritox Columbia, MDDrove technical service delivery culture through ITIL methodology and excellent customer service standards for large geographically diverse teams; successfully communicated with executive leadershipManaged Service Level Agreement metrics and ticket queue utilizing Service Now ticketing system.Reviewed and validated security documentation (system security plans, risk assessments, disaster recovery, business continuity plans, and/or user security guides) to ensure adherence to NIST 800-53.Documented all repair and maintenance activity per applicable policies and/or procedures to create concise documentation for technical knowledge base; implemented processes ensuring helpdesk met ITIL standardsInitiated, monitored, and managed external vendor service and maintenance agreements/contracts.Coordinated and provided Technical Services support during natural disasters or emergency situationsSr. Helpdesk Manager Level 3 (SAIC) 10/2014 11/2016SAIC National Institute of Mental Health (NIMH) Bethesda, MDMonitor and direct contractors and civil servants who manage IT administrative systems to including, NIMH technical support staff of Intramural and Extramural technicians (Tier 2 Deskside support, Desktop Engineers, Mac admins, and Audio Video Specialist).Planned and developed objectives and milestones for long-range IT projects implementing enterprise-level applications and/or changes to IT infrastructure to meet modified business processes.Oversaw Service Level Agreement metrics and ticket queue utilizing Service Now ticketing system.Provided input to policy development and implementation at HQ as technical advisor to senior managementRequest funding requirements pertaining to IT-related hardware, software, licensing, and maintenance agreements; submit IT-related procurement requests for Agency approval; coordinate IT-related procurements with Resource Analysts. Sunflower was utilized to support Enterprise Applications and COTS software lifecycle management while providing maintenance on office productivity tools such as MS Word, Outlook, PowerPoint, Excel. Additionally, I managed vendor relationships and support contracts to facilitate escalation.Desktop Engineer Manager 08/2011 10/2014Digicon Corp. Commodity Futures Trading Commission (DC, KC, NY, CH) Washington, DCManaged team of onsite and remote Desktop Engineers providing infrastructure supportProvided COTS enterprise application support and software lifecycle management, troubleshooting and providing maintenance on office productivity tools (MS Word, MS Outlook, MS PowerPoint, MS Excel)Performed system maintenance and troubleshooting for Mac OSX 10.10 MacBook Pros and Mac minisCreated and maintained computer objects and managed Exchange mailboxes in Active directory while managing user access and file sharing permissions for network distributed file systemsUtilized Microsoft Deployment Tool along with SCCM 2012 to perform package injections for enterprise application integration and deployment.SPECIALIZED EXPERIENCEIT Specialist 02/2015 02/2016Acting Technical Services Relationship Manager NIMH Bethesda, MDLead and re-enforced network security policy development projects designed to support such as Implementing Imations Iron Key Bio Drive system within the NIMH environment. Project plans were created for documenting each phase of the iron key console setup, and schedules were developed utilizing Microsoft Project to track all related tasks and resources. I conducted consultations with Imation to obtain cost analysis on a per license basis to provide Iron Key secure drives, and physical resources required to initialize the project. Milestones and deliverables were defined, documented, and submitted to all project stakeholders detailing necessary phases of the Iron Key Console. Once the console was complete, all findings were reported to the Senior Advisor to the NIMH Director. In addition, a post review document was created for submission to the NIMH CIO detailing project success.Provided overall direction and coordination of all advanced hardware and software projects required to implement extremely complex operating systems, system control and monitoring programs, computer-based communication networks, database management systems.Served as a project officer on IT service contracts and is responsible for providing operational management of contracts as well as, Advised NIMH Senior Management on best alternatives for the implementation of systems, procedures, and services.Demonstrated extensive knowledge in resolving difficult customer support requests involving integration or configuration related issues and support systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations. For example, related to the Microsoft Windows 10 upgrade, Microsofts SCCM console would not automatically join Windows 10 based machines to the NIH.gov domain.Collaborated with HHS to upgrade the onsite Life Cycle station used to update and issue PIV cards. Throughout the process, I was not always able to find a representative that knew how to program the application; therefore, I contacted our local CIT HHS representative and request our individual site license info along with Deloitte's user management info. Once this information was obtained, I contacted the vendor "Deloitte" directly and spoke with the key software engineer for card management. After working with Deloitte over the course of a couple days, the Life-cycle station was back up and running. This application is crucial to the success of the local support staff's ability to update and issue PIV card certificate renewals and issuance of ALT admin cards.Manage special projects that have a significant impact on the delivery of customer support services such as, collaborating and providing expertise to the Facilities Project Manager in upgrading the technology for all National Institute of Mental Health (NIMH) conference rooms. In addition, facilitated technology upgrades for new office spaces within the NIMH Head Quarters building, and collaborated with the design team, electrical contractors and network engineers to remodel the NIMH support staff workspace. These efforts have directly impacted the NIMH organizational efficiency.Conducted cost benefit analysis to evaluate specifications and features of new products such as the Microsoft Surface Pro 3, Dell 7200 Series Ultra Book and Apple iPad, to determine if they provided full functionality and security encryption as seen in standard issued laptops. The analysis concluded that the Microsoft Surface Pro 3 demonstrated full functionality of both Dell 7200 Series Ultra Book and Apple iPad and in turn eliminated the need for staff to maintain multiple mobile devices. Based on my recommendations NIMH leadership has added the Microsoft Surface Pro 3 to the standard user configuration of mobile options.Develop a comprehensive user productivity program, combining elements of training, user education, feedback, communication, documentation, and leveraging diverse channels to share and collection information including in-person sessions, online meetings, video based, social media channels, and user self-service.EDUCATION, TRAINING, and CERTIFICATIONSBladensburg High School High School DiplomaITIL v3 FoundationAWS Cloud Practitioner Essentials (Second Edition): Introduction to the AWS CloudAWS Cloud Practitioner Essentials: Cloud ConceptsCXD-252I: Moving to the Xen App and Xen Desktop Service on Citrix Cloud and Microsoft AzureCitrix Virtual Apps and Desktops Service on Citrix Cloud CertifiedSigma 6 Yellow BeltPosition of Public Trust, Security Clearance (Active) |
