Seasoned IT Leader providing efficient and cost-effective IT Management, Cybersecurity and Data Interoperability for various business establishments and K-12 Schools in the Mid-Atlantic states.Responsible for managing FCS' IT Engineers and Specialists.Maintains a high level of client satisfaction by providing various schools with systematized, efficient IT Management (Network System, Firewall, etc.), Cybersecurity, and Data Interoperability.

Provide leadership to a team of Technical Support and Professional Service engineers, supporting Cybersecurity products.Lead a team of high-performing contributors focused on customer relationship management, chronic issue identification and overall service improvement.Provide leadership in the areas of information security, configuration management, training, operational oversight and technical support.Identify and implement ideas that deliver value to the business, by recognizing and delivering solutions resulting in revenue growth and cost reduction.

*Responsible for managing a relatively large, globally diverse team (70+ engineers)*Manages team of engineers spread across 12 offices in 8 countries*Provides leadership and guidance to 6 Managers/ Sr.Managers/ Team Leads*Creates and manages a CapEx budget in excess of $4M*Responsible for ensuring renewals of maintenance/service revenues in excess of $50M*Maintains a high level of customer satisfaction to ensure annual renewals and additional product purchases by customers*Maintains processes, policies and procedures to ensure high levels of customer satisfaction*Provides guidance and technical direction to global staff of Network Security Engineers and Support Engineers*Provides status and metrics to senior management, including C-level executives*Strong leadership skills with ability to strategize, plan and execute at all levels of engagement*Resolves Human Resource issues; adept at conflict resolution, mentoring and guidance of a large staff*Attains high levels of KPIs in service levels, productivity and efficiency*Develops vendor relationships to aid in selection of Support tools*Key leadership position in integrating Support teams and systems during merger and acquisition (M&A) activities *Creates and monitors metrics and reports to measure and gauge the team's performance*Motivates team and excels at driving team to required goals*Excellent written and verbal skills*Established processes and resources to operate a 24x7 infrastructure*Highly experienced in management and technical leadership*Well respected by peers, subordinates and executives*Inclusion in President's Club for recognition of achievements in various areas of performance*Received numerous awards for activities leading to "Friend of Sales"

Privately Held; 1001-5000 employees; Computer & Network Security industryMarch 2003–Present(9 years 4 months)Belcamp, MD*Responsible for managing a relatively large, globally diverse team (70+ engineers)*Manage team of engineers spread across 12 offices in 8 countries*Provide leadership and guidance to 6 Managers/ Sr. Managers/ Team Leads*Create and manage a CapEx budget in excess of $4M*Responsible for ensuring renewals of maintenance/service revenues in excess of $50

Responsible for managing 15 support Engineers across the Americas region. Provided management escalation and technical escalation resolution to our customers. Established numerous processes for a rapidly growing company and organization:*Documenting and improving ticket entry process*Documenting RMA process*Documenting quality control and measurement of ticket handling*Created process for escalations to other departments (R&D, Product Line Management, Quality Assurance, Engineering Test, etc.)*Creating process for Technical Support requirements during the life cycle of a newly released productEnsured high levels of customer satisfaction. Established protocols for mentoring junior members of the team.

Managed a local team of approximately 7 Support engineers. Established processes to capture customer issues (Remedy). Aided in improving our 24x7 response. Performed duties as a Working Manager, aiding in ticket resolution, as needed. Adept at handling technical and management escalations. Escalated issues to other departments (R&D, Product Management, Customer Service, RMA, Manufacturing Operations), as required. Acted as primary liaison between these departments and Technical Support.

Provide post-sales support to SafeNet customers. Provide technical guidance and leadership to junior members of the team. Create, manage and resolve cases / tickets for customers in a timely and efficient manner. Establish processes and systems to aid in the growth of the organization. Maintain lab infrastructure and ensure customer issues can be replicated for further analysis. Occasionally, provide pre-sales support to Account Managers and other Sales team members. Escalate issues to R&D for further troubelshooting.

Aid all sales personnel in generating revenue by entertaining customer technical requirements, in a pre-sales capacity. Proficiency in all aspects of network security, including all Cylink products, VPN configuration, and WAN (T1, Frame Relay, ATM) configuration. Deal with various aspects of customer relationships, including developing test labs, documentation, procedures and integration of Cylink products with existing customer network equipment. Assist customer in selecting products to conform to network and security requirements. Deliver technical presentations to customers informing them of Cylink product needs and benefits.

*Trained students on the Microsoft Official Curriculum*Delivered training on Microsoft technologies*Delivered training on the complete MCSE certification*Delivered training on Cisco Network Associate certification*Created curriculum and presentation materials on basic networking courses

Trained students on the Microsoft Official Curriculum*Delivered training on Microsoft technologies*Delivered training on the complete MCSE certification*Delivered training on Cisco Network Associate certification*Created curriculum and presentation materials on basic networking courses

Network engineering including Firewall administration. Configuration and administration of Checkpoint Firewalls and VPN installations. Configuration of Security Policies on Firewall. Developing VPN Site-to-Site and Client-to-Site implementations. General network administration in a mixed environment – NT, Linux and Unix. Designing NAT (Network Address Translation) solutions. DHCP configuration and implementation. Troubleshooting TCP/IP connectivity issues. Checkpoint Firewall Training.