-Manage and direct the technical personnel working in the Database Administration, Cloud Computing Administration, and Cloud Computing Development units.-Manage systems administration for Salesforce Service Cloud, Cornerstone OnDemand and Saba Organizational Planning.-Manage the development, implementation, and support of data interfaces between systems.-Oversee and guide software development and database configuration management principles and practices concerning upgrades and version control of program modules, databases and documentation.-Provide strategic guidance on the implementation and upgrade of database technologies.-Perform database administration to maintain centralized database servers.-Oversee the procurement and management of contractor technical resources.-Manage MDTA staff resources by reviewing current workloads, knowledge of business solutions, and assigning new projects.-Ensure compliance with industry best practices concerning software upgrades and version control of program modules.-Ensure review, maintenance, and implementation of standards for development, administration, and database principles.-Monitor and maintain software maintenance and service agreements.

-Responsible for the implementation of DRB Site-Watch a Windows-based point-of-sale (POS) solution. This application improved profit streams, access to business data, and enhanced the overall customer experience by streamlining several business processes.-Interviewed management, staff, and customers to identify pain points and capture areas for improvements.-Performed an analysis on the requirements and recommended an automated system.-Served as the Contract Manager to negotiate and procure the solution.-Served as the Project Manager to oversee the implementation of the software by the vendor.-Integrated the systems (POS, tunnel controller, and payment)-Trained staff on new functionality (system customization and operation)-Created and maintained the database with an upgraded service agreement

-Implemented Solar Winds for network, database, application, system management, and IT security. Ensured 100% uptime for all systems.-Managed system administration for Salesforce CRM. Performed database administration, optimization, and ensured best practices were being utilized and software upgrades were being performed on a routine schedule.-Responsible for the operation, maintenance, and repair of various systems including software applications, SQL Database servers, Enterprise servers, network equipment, desktop PCs, and Virtual Machines.-Recorded task progress, resources costs, and allotted budgets to analyze performance measures, generate performance reports for key leaders and implement corrective measures, which improved performance of all IT projects by an average of 20%.-Evaluated, diagnosed, and resolved technical issues involving Windows 10 operating systems, and Office 365. Point of contact for escalated issues from L1 Service Desk agents.-Responsible for administration of virtual machines which included monthly patching updates and general maintenance of the systems and resources. Managed system backups using DATTO backup.

IBM acquired AT&T Hosting and Application Services in April 2016.- Responsible for consistently servicing multiple, medium client contracts simultaneously, or a large, complex contract. Define, manage, and meet client expectations by identifying operational needs and provide solutions that drive customer satisfaction, optimize end user experience and maximize profitability.- Develops methodologies and company policies for configuring, maintaining/upgrading, and testing an application suite and\or application development, including coding, testing, integrating, deploying and maintaining applications by applying diverse knowledge in areas of data analysis, data modeling, requirement analysis, rapid application development and design, and database development\design. - Uses professional concepts to provide support for operational problems of a complex scope.Acts as a point of escalation to others for these issues. - Define, manage, and meet client expectations by identifying operational needs and provide solutions that drive customer satisfaction, optimize end user experience and maximize profitability. Manage the portfolio of projects needed to enable partner’s business initiatives including project definition, content, prioritization, execution, and deliverables.

AT&T acquired Usinternetworking in Jan 2007.- Led weekly client support conference calls discussing status and resolution details of reported issues. Discuss Change Management requests, weekly case report details, and status of weekly Infrastructure changes which may have occurred during previous week.- Respond to reported network outages and engage appropriate resources to remedy situation. Manage bridge calls and keep client informed as to severity and provide them with regular and timely updates.- Utilize monitoring tools, online web resources, client appointed technical leads and support resources to resolve application or environment related issues.

*Promoted to ECommerce Client Management Team in April 2009*- Managed internal PeopleSoft CRM for employee users and business unit administration. Assisted NetApp and PartnerEdge clients with cost breakdowns, server hardware configurations, build quotes, and client user account creation and administration.- Handled client support requests for Washington Post / Kaplan University and subsidiaries (700+ incidents per month).- Verified cases were being worked on expeditiously and resolved quickly, achieving and maintaining 99% first call resolution time and 80% level 2 resolution rate within 24 hours.- Communicated with client through weekly meetings and daily status calls, categorizing and prioritizing urgent issues.

IT Contractor for United States Patent and Trademark Office in Alexandria, VA.

IT Contractor for United States Patent and Trademark Office located in Alexandria, VA.