Douglas Zitzmann Email & Phone Number

Sterling, Virginia, United States

DC Office Of The Chief Technology Officer

Network Management and Operations Center SME responsible for leading toolset integration and process improvement.

Lead Architect for federal customer’s implementation of an Integrated Operations Center (IOC). Responsibilities include but are not limited to performing capability and gap analysis of resources and tools, development of playbooks, leading incident management drills, design of IOC, and authoring of CONOPS. Environments included Windows, Linux, Cisco, F5.

• Network infrastructure and management consultant for Accenture Federal Services.Specializing in IT Service Delivery, Availability and Incident Management. Primary duties include but not limited to:Availability Team.
• Team (8 – 10 people) comprised of representatives from all supporting towers within the organization.
• Responsible for shift management of a 24x7 network and application monitoring team.
• Incident manager and RCA POC for all management and customer reporting.
• Primary Environments include FW’s, Application Gateways, Load Balancers, Jboss Applications, Red Hat virtual servers, multiple large scale database and data storage environments, VPN’s, Citrix.Lead IT Data Center.
• Acted as PM / Scheduler for coordinating data center migrations and proactively mitigating risks for multiple production and testing environments.

• Responsibilities include but are not limited to: Oversight of multiple programs, customer inventory, order processing, financial control processes and procedures, and configuration management.
• Integral member of transition team which consolidated multiple integration facilities, and inventories to one central location.
• Facility recently awarded successful re-compete of two key long standing customer projects.
• Integration Facility nominated for chairman’s award for enhancement of corporate and customer service.

• Responsible for IT support services across multiple business units supporting over 700 customers at 3 different sites. Established clear, definable, repeatable processes and procedures; identified and incorporated new.
• Exceeded tier two and tier three customer satisfaction service level agreements (SLA) every year.
• Support team nominated for "delighting the customer" annual awards in 2007.
• Member of multi business unit IT team which was awarded Chairman's Bronze Award for Innovation and Implementation - "Enabling the workforce and collaboration initiatives".

Shift supervisor of a managed service center which utilized Tivoli Enterprise Suite, Checkpoint Firewall ISS and Nokia network security devices.

• Network Manager responsible for the operational management of an 800 employee, 12 office national consulting company.
• Successfully completed corporate wide Y2k, Novell and GroupWise upgrades on time and under budget.
• Reduced operational and maintenance costs by standardizing WAN / LAN infrastructure.

Appointed Subject Matter Expert (SME) responsible for successful implementations of customer enterprise networks and management systems utilizing CiscoWorks, Concord E-Health, HP OpenView, Microsoft Exchange and SMS.

• Helpdesk and Systems administrator for 2000 plus government user network.
• Promoted to task lead for nation-wide Microsoft SMS implementation project.
• Redesigned data traffic analysis and monthly reports to customer resulting in over 50% improvement in time to completion and improved reporting accuracy due to incorporating historical trend analysis.

Bachelor Of Science (B.S.)

Education record