Experience

IT Availability LLC

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Project Integrator

  • Aug 2023 - Present



Fusion Innovation

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• System Integrator

  • Aug 2022 - Jul 2023



General Dynamics Information Technology

• IT Services and IT Consulting
• 700 & Above Employee

• Senior IT Program Manager

  • Jun 2019 - Aug 2022

  IT Program Manager for Customers Network & Strategy Planning for Customer Projects.

• Principal Analyst

  • May 2018 - Aug 2022

  Data Web Manager. Update and manage customer website.Provide training to customer’s as needed.



CACI International Inc

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Trainer

  • Mar 2016 - May 2018

  Teach customer's network infrastructure. Certified CTT+ (Certified Technical Trainer) 8/2016

• System Administrator 3/IT Customer Service Desk Support

  • Feb 2014 - Mar 2016

  IT Support Analyst Customer IT Support Desk• Responded to dozens of general questions daily and efficiently and effectively directed members to alternative and available services.• Assisted 100s of members with password reset, email setup, and web page registration and sign in when requested/required.• Resolved complex problems that required escalation—provided detailed descriptions of issues in trouble ticket system and routinely followed up ensuring swift resolutions; over 500 issues resolved during tenure.• Routinely exceeded call-handling goals, closed an average of 35 calls daily with an 85% first-call resolution ratio and an average talk-time of 5 minutes, below required 10 minute talk time goal.• Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues; excelled in asking probing questions and researching, analyzing and rectifying problems for over 35 customers daily.• Processed inbound calls, emails and web tickets from clients/customers for technical support and/or sales—provided remote assistance where/when required; 100s of calls received and processed weekly. Show less



SPARKS IT Solutions

• Chantilly, Virginia

• IT Support Specialist

  • Jan 2014 - Feb 2014

  (Temp - Greystone Corporation, Warrenton, VA) IT Active Directory Support Technician • Tier 1/Tier 2 Support • Creating Groups, Creating Organizational Units, • New Accounts, Departure Accounts, Suspended Accounts • All Active Directory Support (Temp - Greystone Corporation, Warrenton, VA) IT Active Directory Support Technician • Tier 1/Tier 2 Support • Creating Groups, Creating Organizational Units, • New Accounts, Departure Accounts, Suspended Accounts • All Active Directory Support



Unisys

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• IT Project Team Lead/Team Development Manager

  • 2010 - 2013

  • Project Team Lead for Customer Data Center; managed over 200 incoming requests daily and managed 5 personnel. • Coordinated with over 100 customers and server teams through technical exchange meetings and approval boards to provide accurate customer timelines and requirements for IT support projects. • Managed logistics for customer servers and equipment within the data center; relocated, decommissioned and provided virtualization services for over 500 pieces of equipment annually. • Successfully relocated over 200 servers to alternate customer locations; closely coordinated with customers for smooth transition, shipment and delivery of servers. • Training manager for over 20 employees on new databases; ensured all employees were aware of and skilled in new system allowing for better tracking of requirements progress from creation to implementation. • Attended and participated in weekly Operation Readiness Meeting (ORM); when required, provided updates on team requirements to over 30 attendees. • Attended Working Group sessions weekly with other team Deployment Managers; assessed requirements and updated 50 working templates monthly for team utilization across 15 team memberships. Show less



BAE Systems, Inc.

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• IT Senior Technical Team Lead

  • 2007 - 2010

  • Senior Technical Lead for active, high-volume, and high-speed customer service desk; managed 5 employees during evening shift.• Troubleshot hardware and software issues for over 40 customers daily; received kudos for speed of identification and resolution/closure of issues, and for outstanding customer service.• Member of the Help Desk Institute; assisted in providing certification and training to a customer service center organization.

• CWE Senior Training Specialist

  • 2004 - 2007

  • Sole instructor for field and classroom training for Common Workgroup Environment (CWE); completed training for over 100 personnel that included two sites within war theater locations.• Resident expert for field instruction training on the differences between CWE2 and earlier versions of the software application (Field Common Workgroup Environment).• Classroom Instructor for 4 five-week courses for over 35 new employees and returning field system administrators; Lead Instructor for an additional 4 five-week courses.• Recipient of the COOPEX08 CCST Team Customer Service Excellence Award. Show less

• System Integrator

  • 2001 - 2004

  • Sole Data Transfer Officer (DTO) for complex project; developed customized local data transfer procedures that were instrumental in ensuring office was in full compliance with security regulations. • Primary IT Technician supporting Helpdesk employees on a daily basis; joined desktops and laptops to the domain; added and removed peripherals to the network; performed data recovery and troubleshot network issues.• Primary contact for computer hardware issues, including installation planning, relocation, and inventory control for over 200 personnel; updated security patches on customer servers, built new customer servers for the classrooms, and installed new applications on servers.• Customer’s Operations Review Board (ORB) member; ensured operational baseline change issues were identified and resolved prior to board meetings and both facilitated the meeting and prepared agendas and meeting minutes. • Configuration Manager and Systems Integrator for two engineering management boards supporting the FCWE engineering section; provided tracking of the FCWE Discrepancy Reporting database and processed inputs for a major database upgrade--focal point for new system requirements.• Customer directorate-level scheduler; selected to maintain the Directorate of Operation’s Master Schedule— developed several improved schedule input-collection processes and had zero discrepancies during tenure.• Configuration Manager (CM) for 75-person division—established hardware, software and network CM baselines; attended CM forums and contributed to CM policy formulation and solidification. Show less



Trident Data Systems/Veridian (Now General Dynamics Corporation

• Fairfax, VA

• Property Turn In Officer

  • 1999 - 2001

  • Property Turn In Officer; created and distributed agendas for CM meetings and coordinated and maintained master schedule for projects and schedule updates for customers. • Manager and supervisor for four employees; ensured accurate and up-to-date training and skills evaluation. • Established a procedure for implementation of property turn in of equipment/media for 100s of customers; ensured equipment was prepared for proper declassification and destruction—disseminated proper procedures to customers and educated/briefed them on proper implementation. Show less



TASC

• Fairfax, VA

• Associate Member of Technical Staff

  • 1996 - 1999

  • Sole systems administrator for 25-person offsite computer lab; oversaw day-to-day functionality of the lab. • Maintained and updated repository database; provided inputs and ensured updated availability to customers. • Installed and supported hardware and software; conducted installation, upgrade and overall maintenance of PC desktop systems, software and peripherals for over 100 customers. • Sole systems administrator for 25-person offsite computer lab; oversaw day-to-day functionality of the lab. • Maintained and updated repository database; provided inputs and ensured updated availability to customers. • Installed and supported hardware and software; conducted installation, upgrade and overall maintenance of PC desktop systems, software and peripherals for over 100 customers.