Donald Vaughan Email & Phone Number

• Responsible for 200 FTEs providing: Tier 1 and 2 level IT support, IT Trainings, IT Depot Services and Project Coordination and Delivery to the Drug Enforcement Administration (DEA) on a 7-year Cost Plus Award Fee Contract.• Managed Award Fee criterion for Field Support section, which consisted of Call Abandoned Rate, Customer Satisfaction, Call Wait time, Customer Response Time and First Call Resolution (FCR).• Key in consolidating 11 separate contracts in single contract supporting both unclassified and classified systems by collaborating and building commitment within the consolidated team and developing a shared culture of common goals.• Develop Administrative Operating Procedures (AOPs), Workforce Training Plans, Communication, and Risk Management Plans.• Created transformational Project Management Plans (PMPs) designed to be drive efficiencies and provide cost savings to the customer• Excellent Communication by routinely briefing DEA Senior Management regarding project status, critical issues and risks and provides corrective recommendations when necessary• Worked with Program Management Office (PMO) and FedSim to capture and forecast Project Financials to related to the installation, relocation, refreshment of equipment and software.• Delivered multiple large scale refresh projects including Server, Laptop/Desktop, Mobile Phones and Operating Systems upgrade on time and under budget

• Provide leadership to the DEA $100+ million contract of 175 engineers that provides 24 X 7 Enterprise Operational Support (Network Operations Center and Helpdesk), Information Security, Release Management and Application Support including serval major system such as Mobile Device Management and Email. • Implements and monitors Industry Standard Metrics (MTTR, Call Abandoned Rate, Microsoft Patch/DAT file Deployment, and Service Availability) for co-located Service Desks to ensure contract creates an IT system that is reliable and ensures quick resolutions to problems.• Develop Project Management Plans (PMP), Administrative Operating Procedures (AOPs), Workforce Training Plans, Communication, and Risk Management Plans.• Routinely briefs DEA Senior Management regarding project status, critical issues and risks and provides corrective recommendations when necessary• Maintains Technical Skill set by providing direct IT support to DEAs C-Level Executives.• Excellent Oral and Written communication skills with the ability to work in fast past environment with multiple competing priorities to achieve goals and meet deadlines.• Part of Operations Team working with Engineer, Integration and Operations on transition from Waterfall Mythology to Agile / DevSecOps environment.• Awarded DEA Administrator Award in Science and Technology Excellence

• Responsible for Tier 3 level support for a large network maintaining, restoring and recovering systems from backups, hardware and software support. • Lead engineer for release and deployment process via Microsoft System Center Configuration Manger• Ensured the deployment of all new software, updates to existing software, and security patching was completed with the SLAs defined by customer. • Used CMMI and ITIL to improve the release and deployment process. • Awarded NRO superior service award as a result of driving down security vulnerabilities by implementing Group Policy Objects (GPOs) and deploying baselines via System Center Configuration Manager (SCCM).• Utilized Microsoft SCOM to monitor enterprise, which consisted of creating new rules, deploying/troubleshooting agents, and deploying/configuring Management Packs.

• Lead a Tier 2 team consisting of 7 engineers providing mid-level support to the Drug Enforcement Administration (DEA).• Acted as POC for all enterprise support related tasks for DEAs network that consisted of 36 onsite locations, approximately 350 remote locations, 17,000 user located worldwide and 900 + servers.• Provided Weekly status reports on weekly activities, tasking individuals with resolving issues outside of their daily duties• Managed Lab inventory and administration of Lab servers.

Drug Enforcement Administration Contract:• Lead a Tier 2 team consisting of 7 engineers providing mid-level support to the Drug Enforcement Administration (DEA).• Acted as POC for all enterprise support related tasks for DEAs network that consisted of 36 onsite locations, approximately 350 remote locations, 17,000 user located worldwide and 900 + servers.• Provided Weekly status reports on weekly activities, tasking individuals with resolving issues outside of their daily duties• Managed Lab inventory and administration of Lab servers.

• Responsible for transitioning and migrating an existing Exchange 5.5 architecture to a new Exchange 2000 environment for the U.S. Navy and Marine Corp command located in Charleston, SC, consisting of approximately 15,000 users• Gained hands-on experience with Windows NT/2000 computer networking and how it interacts with Exchange 5.5/2000.• Attended meetings with Electronic Data Systems EDS and the client to review the deployment schedule the status of the transition. Managed Lab inventory and administration of Lab servers.• Administered both Exchange 5.5 and 2000 mail servers during transition of transition user mail, distribution lists, functional and resource mailboxes.

• Managed a team of Systems Engineers that were responsible for the installation, configuration, and administration of a Windows 2000 network to capture biometric data for new applicants at 7 Transportation Security Administration (TSA) assessment sites.• Responsible for the training of new engineers in the administration of the TSA biometric data capturing network Attended meetings with Electronic Data Systems EDS and the client to review the deployment schedule the status of the transition. Managed Lab inventory and administration of Lab servers.

Bba, Computer Information Systems

Activities and Societies: Club Basketball

Education record