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EMAIL AVAILABLE I PHONE NUMBER AVAILABLE I LINKEDIN PROFILEIT MANAGER AND TECHNICAL SPECIALISTPurpose: I enjoy helping people with technology and creating technical solutions for the future. Previous Roles: Technical Program Manager, IT Manager, Portfolio Manager, Project Manager, QA/QC Manager, Technical Specialist, Field Triage, IT Support Tier 3+, O365 SME, and Technical Trainer. Dynamic Personality I adjust and learn quickly. I can handle multiple roles and responsibilities. Analytical Mindset logical thinking and data structure analysis. Creative Thinker problem solver with forward thinking. Interpersonal Guru Skilled liaison between technical and non-technical people and celebrates all cultures. IT Manager 17 Years Technical Support 28 yearsECS Federal ECS Salary Contracts from May 2022 February 2024 Technical Project Manager September 2023 - February 2024 Department of Homeland Security HQ Office of the Chief Information Officer (OCIO) Solutions Development Directorate (SDD) ServiceNow O&M Product Support (EPMS) team. Managed the creation of a new ServiceNow Product Support team that was directed to take over O&M operations for many ServiceNow applications withing the DHS environment. Initiated and oversaw the creation of all necessary processes, wireframes, and requirements to initiate support. These included Intake, O&M, workflows, escalation, upgrade and patching, health scans, and incident processes. Agile methodology, Maestro/Jira/Confluence/Kanban operations, ServiceNow, and MS Teams utilized for coordination of efforts. Led a team of ServiceNow Architects, Business Analysts, Developers, QA Technician, and a UX/CX Designer. Created financial documents to support our project and program manager, including Level of Effort (LOEs), Weekly Reports, and Progress Monitoring Reports (PMRs). Worked with existing DHS Production and Development teams to align to their operations. Liaison to our Federal Leadership to ensure we met their requirements and kept in sync with other divisions. Technical Program Manager June 2023 - September 2023 Department of Homeland Security HQ Office of the Chief Information Officer (OCIO) Customer Engagement Team Leadership and oversight of a full Customer Engagement Team consisting of Program Managers, Project Managers, Financial Analysts, Coordinators, and Technical Writers. Ensure successful implementation of contract deliverables. Coordinate and monitor program workflow to increase the effectiveness and ease of operations. Ensure compliance with accounting policies and regulatory requirements with our federal leadership. Direct and participate in strategic data analysis, research, and modeling for senior ECS leadership. Investigate ways to improve profitability and analyze markets for business solutions and cost savings. Support project analysis, validation of plans, and ad-hoc requests. Participate in strategic data analysis, research, and modeling for senior leadership. Ambassador on behalf of the team in relation to engagement with Federal and ECS leadership. Introduce new policies and processes to streamline tasks and communication. Decide on suitable strategies and long-term objectives for customer engagement. Watchdog for any issues or risks that may affect our contract or our personnel. Remove obstacles and induce solutions to ensure workflow velocity. Perform as backup to our Technical SME for cloud architecture review and approvals. O365 Engineer Tier IV May 2022 June 2023Food and Drug Administration (FDA) US Department of Health and Human Services Provide support and maintenance for the enterprise e-mail systems on the FDA EaaS (Email as a Service); AADConnect, ADFS, Exchange, Management, eDiscovery, SQL, and WAP servers. Support Daily infrastructure operations and maintenance for Microsoft Exchange Online hybrid Azure environment, as well troubleshooting at server and client levels. Support and maintain Office 365 Exchange online mailboxes, user accounts and day to day infrastructure operations. Manage and maintain on-premises exchange servers 2019, databases, and mailboxes. Keep the e-mail system constantly running and healthy. Perform scheduled weekend patches maintenance and after-hours work, as well as after-hours emergency work, as required. Monitor Service Now (SNOW) ticket queue and provide end user support within response and resolution SLAs. Upgrade software and applications, for example, SQL Server, MS Azure Active Directory Connect, VMware to the new version. Develop, update, and test the step-by-step instructions for daily, weekly, and monthly reports and SOPs. Support and maintain VMware 7.0 environment. Utilize EAC, Splunk, SolarWinds, PowerShell, and custom scripts to monitor and make changes to the systems. Handle Agency wide sensitive tasks, such as Email Purges, Email Retention Policies, and Role Based Access Controls(RBAC). Register and configure Azure Applications for production and test environments. Coordinate with other teams and contracts while keeping in alignment with regulatory requirements. Utilized scripts to create automated processes for weekly executive exchange reports. Mentor and assist lower tier support teams. FDA Public Trust ClearanceRELIGroup Inc (salary contract) October 2021 June 2022 Software Asset Management SMETransportation Security Administration (TSA) Department of Homeland Security Managing security compliance, evaluations, and licensing for all of TSA (80k+ EUs) Coordination and management of a compatibility, security testing, and ISSO/SO approvals for all new and updated software requests Serve as SME and provide Financial Management and Cost Estimating support to ITMSS OED program. Perform acquisition program lifecycle modeling and cost estimating activities in accordance with GAO principles. Review and address ITMSS OED program risk relative to schedule and cost. Review ITMSS OED procurement schedules for completeness and consistency with cost estimates. Review, edit, and consolidate the annual budget requirements for submission to TSA based on the ITMSS OED programs Life Cycle Cost Estimate (LCCE). Produce finance documents and conduct financial analysis and funds management in support of acquisition documentation (e.g., milestone decision approval cost estimates, acquisition program baselines (APBs), acquisition strategies, LCCEs, etc.). Provide input to any cost-related taskers, specifically focusing on sustainment costs to provide accurate and detailed analysis and cost positions throughout the life cycle of a program. TSA Public Trust clearance.Goodwill Industries of Monocacy Valley January 2019 - June 2020 IT Manager - Regional IT ManagerOverseeing all technical aspects for GIMV.ORG in Frederick and Carrol Counties. As a regional IT Manager, I was responsible for IT and security equipment at 8 retail stores, a giant Ecommerce production warehouse, and two administrative buildings. Supporting over 300 employees, 12 servers, and thousands of devices 7 days a week. Directed a complete overhaul of IT standards, equipment, and processes that successfully led to savings of over 60k dollars in the first year. Efficiency and streamlining increased IT Operations from 50% to 150% and reduced weekend work by 90%. Initiated a proactive and prepared IT support team. Senior project manager for multiple hands-on projects ranging from; a company-wide physical move and infrastructure rewiring, Full Security Audit both network and physical, Inventory management and standardization, Telecom dish installation, critical infrastructure audit and security, Staff Training, Work Force Development Case Management database migration, Security Access cards, Sonic Wall VPN, Twelve on premise server migrations to AWS, and many more. Managed multiple vendor accounts and negotiated huge savings. Increased the IT Department staff and created team resources and highly detailed metrics. Created multiple new processes to increase testing and QA automation. Manager and Doer of Daily IT support, documentation, and maintenance. Trained both IT staff and employees on cyber awareness and safety, including federal laws regarding protected information (PII/FICA/HIPA). This also included how to avoid phishing attacks, securing your PC, and internal regulations such as not allowing non-work PCs and personal phones to join the work network. Quarterly IT newsletters were also issued to the employees.Applications and environments managed: Microsoft Office 365 Enterprise, Microsoft Azure Hybrid Cloud, Amazon Web Services (AWS), SolarWinds, Sophos Security Suite, Wireshark, Comodo, Smart PSS Security Systems, Social Solutions Case Management (ETO), SonicWall, and SITW POS servers. TEKsystems (contracts) March 2017- January 2019Technologies included Service Now (SNOW), System Center Configuration Manager (SCCM), O365 Admin Center(Cloud), Exchange Admin Center, Exchange as a Service (EaaS), PowerShell, Batch Scripting, Remote Desktop, Citrix, PIV Card readers, multifactor authentication, Outlook EMC and McAfee plugins, Azure AD (Active Directory), and Cloud services.Federal Drug Administration Office of Information Management Technology - Tier 3 Support Tier 3 Support institute wide cloud migration support on all devices [30k mailboxes]. Colleague and customer facing presence all day resource bridge open for other Tiers direct assistance as well as coordinating with customers. Training Tier 1 and 2 Personnel provided class training and issued solutions documents to better prepare and mentor support teams.National Institute of Health Center of Information Technology - Tier 3 Support Tier 3 Support institute wide O365 cloud migration on all devices [20k mailboxes]. Customer CIT Liaison - Visits to each department to ensure VIP quality. Mobile device management - account management and technical support AstraZeneca (Medimmune) Deployment Lead Leading a golden team, aimed at saving the day for a project gone awry by another vendor. TEKsystems is making a considerable effort to obtain future contracts with AstraZeneca. Hiring and preparing a two-shift team for a national desktop deployment project. Data storing, windows migration, data restoring, and personal triage of migrated applications. Lead post migration classroom training and orientation. Office 365 and Cloud SME for both teams Assess risks and success of team project while coordinating with project managers. Mentoring other project managers and technicians. Focusing team efforts and adhering to immediate and long-term goals illustrated for this project. Worldwide Environmental Services, LLC April 2011 May 2016 QA Manager, Project Manager, Foreseer Trainer, Site Triage, and QC Technician 20152016 Portfolio Manager, Project Manager, Foreseer Trainer, Site Triage, and QC Technician 20132015 Interim Technical Program Manager, Project Manager, Foreseer Trainer, Site Triage 20122013 Technical Program Manager, Project Manager, Foreseer Trainer 20112012 Promoted rapidly through a series of increasingly responsible management positions based on strong management, operating, team building, and team leadership performance. Increased productivity 300% each year for 3 years. Multimillion Support Contract awarded while actively competing with other vendor solutions. Achieved critical monitoring on all National Data Centers, Regional Head-Ends, and all capable edge Hub Sites for Time Warner Cable and TWC/NaviSite co-locations via Digital Realty locations. Comcast Florida regions were also implemented in a similar manner. 1400 Sites, 27 servers, 17 thousand devices, with 1.3 million channels Increased efficiency with strategies to streamline and automate the QA/QC process from start to finish. The quality of the product was both enhanced, better tracked, and had a faster velocity. Customers entrusted WES to implement, train, and guide all aspects of critical monitoring. Design advocacy and creative solutions for critical monitoring and networking. Created QA tools to automate and quickly assess critical device drivers for easier visual corrections. Windows 7 to Windows 10 conversion for local systems and remote monitoring facilities. Server Hardware migration; NT, 2003, 2008 R2, and 2012 R2. Server buildout and migration of monitoring servers and applications for production redundancy and disaster recovery systems. Windows Server Migration Tool, VMware, Configuration Manager, and SMS were utilized.US House of Representatives September 2010 April 2011 Partner Tech and Account Manager (Over a dozen Congressional offices) Contractor for VariQ via Lockheed Martin, Capitol Hill, Washington, DC Led teams of contractors on a congressional changeover for the 112th Congress. Account Management of congressional offices and single point of contact for each office assigned. Managed all vendors including the House Staff regarding all aspects of that office. Worked directly out of Lockheed Martins office on Capitol Hill. Attained Capitol Clearance for access and security. Unlimited Talent, LLC November 2009 August 2010Information Technology Consultant, Methuen, MA Technical analysis, database, and software solutions for both clients and customers. Server upgrade and maintenance for all IT hardware, PC, and mobile devices. HiWired, Inc. February 2007 November 2009Technical Leadership Team LeadSenior Desktop Support Specialist National brand support for company partners: Comcast, OfficeMax, Clearwire, Windstream, Carbonite, BJs, Cox, Computer Associates, Sana, and Motorola. Technical support to each partners customers for PCs, printers, routers, modems, PDAs, phones, software, and data backup. Led two teams of support technicians, growing from 20 techs to 120 techs in one year. Top of the escalation chain for technical and customer related issues. Reorganized technical teams, created policies and procedural flow charts. Customer service satisfaction was consistently above 92%. Developed applications using scripts to automate PC Restorations. (Efficiency up 85%) Interviewed new technicians and had full veto over hiring (phone screen and live). Organized and aided many management invite only projects to better the company as a whole. Initiated and assembled a technical lab for R&D, QA, and training. Presented Analysis and Metrics to C level management. Graphic design for re-skinning all partner versions of Carbonite data backup solution. Lahey Clinic Hospital 20062007Desktop Support Specialist Supported 4000+ desktops. Anti-virus redeployment and Windows OS upgrades across all desktops and servers. Supported medical and mainframe applications such as Attachmate, IDX, and Flowcast. Trained new consultants in their role as desktop support. IntelliReach 20052006Network Administrator and Desktop Support Supported and maintained 93 Linux/Unix servers as part of a two-person team. Organized and Maintained IT projects using MS Project. Consolidated IT documentation and created standard operating procedures. Analysis and reporting of network usage and security. Sophos, Inc. 20032005Lead Technical Support Engineer Lead escalation point for all of Sophos North America. (Highest level of support for all products in North America) Senior support and troubleshooting for all products on 27 different operating systems. Mentored and trained support engineers, marketing, sales, and sales engineers on SOPHOS products. Both technical and non-technical personnel. Traveled to the UK headquarters as lead trainer and aided in product quality assurance. New England Research Institutes 20002003Helpdesk and Network Support TechnicianGTE Telecom Customer Care 19992000Level Two Helpdesk and VOIP Support TechnicianMetropolitan Life Insurance 19961999Systems and Site Support TechnicianNERI, GTE, and MetLife experiences allowed me to grow and understand; Helpdesk and Network Support, Server Management, Metrics and Reporting, and Coordination and Documentation, in small team environments supporting large scale operations.EDUCATION Western Connecticut State University University of Massachusetts - Lowell Berklee College of MusicCERTIFICATE OF COMPLETION Boston University, MS Windows 2000 Networking and Operating System Essentials Security Certificates: DHS OLC, OIMT certs, GOV IT certs for IT and federal protection acts (FICA,FISA) FEDERAL CLEARANCES: Public Trust at DHS HQ. Previously obtained Public Trust Level and Capitol Clearance. |
