Michael Parnell
Manager, Site Reliability Engineering at Dev Technology Group, Inc.- Claim this Profile
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English -
Topline Score
Bio
Credentials
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ITIL Foundations
CSME, Inc.Feb, 2015- Nov, 2024 -
CompTIA Security (2008 edition)
CompTIADec, 2010- Nov, 2024
Experience
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Dev Technology Group, Inc.
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Manager, Site Reliability Engineering
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Jul 2017 - Present
Currently in charge of site reliability operations for Customs and Border Protection's Passenger Systems Program Directorate (CBP-PSPD). PSPD applications are at the forefront of CBP’s arsenal of innovative technology that aids our frontlines in securing America’s borders (Air, Land, and Sea). Currently leading a team of highly aggressive, ITIL-Focused site reliability engineers that ensure the round-the-clock availability of mission-critical CBP Passenger Systems' applications. The Site Reliability Team monitors, triages, and engages the appropriate resources for the investigation and resolution of of service interruptions involving Passenger Systems applications. The Team is also responsible for ensuring mitigation measures are in place during service interruptions to minimize business impact to CBP inspections officers and travelers moving through airports and other ports of entry. Additionally, the team coordinates with Change Management to identify and monitor scheduled changes that may impact PSPD applications. Show less
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Princeton Information
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Major Incident Manager
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Jul 2015 - Jun 2017
Provide 24/7 incident management support for major production incidents at Fannie Mae. Manage a variety of communications and information management tasks including staff support, administrative communications, and information systems and technology support. Facilitate conference calls to drive resolutions of incidents, manage functional, and root cause escalations. Facilitate and ensure timely incident communications to senior management. Provide 24/7 incident management support for major production incidents at Fannie Mae. Manage a variety of communications and information management tasks including staff support, administrative communications, and information systems and technology support. Facilitate conference calls to drive resolutions of incidents, manage functional, and root cause escalations. Facilitate and ensure timely incident communications to senior management.
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Booz Allen Hamilton
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Lead Technologist (Senior Incident Manager)
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Jun 2014 - May 2015
Delivered incident management and configuration management services to support two government agencies, the National Science Foundation (NSF) and the Department of Labor (DOL). Acted as a focal point within the enterprise for all escalation and communication activities for outages and downtimes related to business applications and infrastructure. Effectively managed configuration items and ensured all modifications followed the prescribed path through systems development lifecycle. Led service restoration teams to ensure that service recovery is handled expeditiously and that systematic issues and problems were addressed proactively to minimize adverse impact on business operations. Communicated to senior management and executive levels for awareness and prioritization. Show less
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CSC
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United States
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Information Technology & Services
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700 & Above Employee
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Critical Incident Manager
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Dec 2013 - Jun 2014
Served as the central point of contact during critical incidents and facilitated the sharing of information and operational awareness for the TSA IT Infrastructure Project (ITIP). Provided technical support for a globally dispersed network and hardware infrastructure that enabled TSA to ensure safe passage for all air travelers to and from the United States. Served as the central point of contact during critical incidents and facilitated the sharing of information and operational awareness for the TSA IT Infrastructure Project (ITIP). Provided technical support for a globally dispersed network and hardware infrastructure that enabled TSA to ensure safe passage for all air travelers to and from the United States.
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PRISM
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Information Technology & Services
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1 - 100 Employee
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Critical Incident Manager
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Mar 2012 - Dec 2013
Managed the timely resolution of high-visibility outages and service degradations across the Transportation Security Administration’s (TSA) globally dispersed enterprise infrastructure. Created and managed service restoration teams comprised of Tier 2 and Tier 3 Engineers, TSA leadership staff, contractors and vendors, and the Department of Homeland Security. Managed the timely resolution of high-visibility outages and service degradations across the Transportation Security Administration’s (TSA) globally dispersed enterprise infrastructure. Created and managed service restoration teams comprised of Tier 2 and Tier 3 Engineers, TSA leadership staff, contractors and vendors, and the Department of Homeland Security.
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Summit Technologies, Inc. (Hartford, CT)
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IT Services and IT Consulting
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1 - 100 Employee
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Network/Systems Engineer
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Nov 2010 - Apr 2012
Served as Network/Systems Engineer for the Joint Forces Headquarters – National Capital Region (JHFHQ-NCR) and the Department of Homeland Security Headquarters (DHS-HQ). Provided mid-level network engineering and second-tier Active Directory and Blackberry support. Managed port security, access control lists (ACLs) and TACACS accounts. Supervised teams to ensure network infrastructure was compatible with the overall technical and business needs. Researched and evaluated issues to resolve critical network, server, and application issues to include Exchange, Active Directory, and Blackberry issues. Collaborated with system administrators to troubleshoot issues with intrusion detection devices, Cisco firewall service modules, 5500 Series ASA firewalls and VPN concentrators. Show less
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Unisys
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Incident Manager
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Jun 2007 - Dec 2010
Recruited by Unisys Corporation in support of the Transportation Security Administration’s (TSA) $100 million Information Technology Managed Services (ITMS) contract. Managed all incidents and scheduled changes to minimize the downtime of TSA critical systems. Managed incident triage and coordination for all high-visibility outages, service degradations and engineering changes within the TSA enterprise. Recruited by Unisys Corporation in support of the Transportation Security Administration’s (TSA) $100 million Information Technology Managed Services (ITMS) contract. Managed all incidents and scheduled changes to minimize the downtime of TSA critical systems. Managed incident triage and coordination for all high-visibility outages, service degradations and engineering changes within the TSA enterprise.
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Sprint
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United States
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Telecommunications
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700 & Above Employee
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Technical Support Engineer - Shift Lead
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Sep 1998 - Jun 2007
Provided team leadership and operational oversight in the delivery of second-tier support to government and private-sector clients across 800 networks. Trained and coached staff on development of technical skills to effectively resolve connectivity issues for Frame Relay, PSN2, ATM, IMUX, MPLS, Wi-Fi and VPN products on Cisco, Nortel, Marconi and Kentrox platforms. Quickly identified potential problems and acted as initial point of escalation for service level agreement resolutions. Crafted action plans to rectify in time-sensitive and challenging situations. Show less
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US Army
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United States
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Armed Forces
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700 & Above Employee
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Information Systems Operator-Analyst
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Nov 1994 - Mar 1999
Delivered critical information and first-tier infrastructure management support to intelligence units. Recognized for astute technical abilities to investigate connectivity issues on Cisco and Sun UNIX platforms and ensure 100% network availability. Provided initial troubleshooting for encryption devices and escalated issues to network security. Delivered critical information and first-tier infrastructure management support to intelligence units. Recognized for astute technical abilities to investigate connectivity issues on Cisco and Sun UNIX platforms and ensure 100% network availability. Provided initial troubleshooting for encryption devices and escalated issues to network security.
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Education
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1987 - 1991
Virginia Military Institute
B.A., Economics -
1994 - 1995
US Army Signal Center at Fort Gordon, GA
Certificate of Regimental Affiliation - Signal Corps, Military Information Systems Technology
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