Jenny A. Barajas, M.S. Email & Phone Number

Virginia, United States

Oakton, Va

Responsible for supervising a team of engineers and consultants who are engaged in the development and implementation of technical enterprise wide solutions using the company’s AEO products for a client. Through engagements completed by staff consultants, direct the development and implementation of technical enterprise wide solutions, using the AT&T Enterprise Orchestrator (AEO) products. Oversee the completion of customer solutions and strategies based on the analysis of the… Show more Responsible for supervising a team of engineers and consultants who are engaged in the development and implementation of technical enterprise wide solutions using the company’s AEO products for a client. Through engagements completed by staff consultants, direct the development and implementation of technical enterprise wide solutions, using the AT&T Enterprise Orchestrator (AEO) products. Oversee the completion of customer solutions and strategies based on the analysis of the customer business goals, objectives, needs, and general business environment. Provide both management and technical leadership. Review completed proposals for technical integrity, quantification of risk, and strategic direction prior to presentation to customer. Lead the strategic development and design of principles, processes, models, and standards that address business requirements and goals. • Responsible for managing VMWare and SAN to reduce overall costs and power consumption, while improving availability, reliability, and providing an infrastructure for disaster recovery/business continuity.• Responsible for manging the support of AEO products for supported Fed Gov customers;• Responsible for also managing Alaska GCSC Tier 2 direct reports within the 24x7x365 Network Operations to include scheduling of staffing, help management, inventory management, and escalation management with AT&T vendors/suppliers for site dispatches for all services provided.• Responsible for maintaining DR/COOP, Oakton AT&T Lab, and Server Environments Show less

Oakton, Va

Managed LAN/WAN/MRS Network for over 80 US Government and Commercial customers. Managed customers over a virtual environment between Raleigh, Tampa and Oakton sites. Responsible for managing 17 Tier 2 direct reports within the 24x7x365 Network Operations to include scheduling of staffing, help management, inventory management, and escalation management with AT&T vendors/suppliers for site dispatches for all services provided. Dotted line management of 80 tier 2 technical staff members… Show more Managed LAN/WAN/MRS Network for over 80 US Government and Commercial customers. Managed customers over a virtual environment between Raleigh, Tampa and Oakton sites. Responsible for managing 17 Tier 2 direct reports within the 24x7x365 Network Operations to include scheduling of staffing, help management, inventory management, and escalation management with AT&T vendors/suppliers for site dispatches for all services provided. Dotted line management of 80 tier 2 technical staff members. Supporting over 50,000 devices (routers, switches, quick eagles, fiber logics). Established metrics for 40 customers including MTTR. Established metrics for Tier 2 staff which include ticket closures and ASA on incoming calls. UCCE measurements for call volumes which include skill diversity.Spoke at AT&T’s inaugural World Wide TEDx talks in September 2014, “Connections…Interpersonal Skills in a Technological Society.”AT&T employees please catch AT&T TEDx talks in the intranet at https://hr.web.att.com/sites/TUprograms/TedX/SitePages/Presentations.aspx.I used ITIL’s Continual Improvement methods to automate, streamline and re-evaluate processes to provide better Service Assurance support for our Government and Commercial customers. I assisted in empowering and challenging technical staff members to bring forth innovative ideas to the issues that may plague them in their daily work. The innovations of 2014, brought ticket counts to the lowest level seen in over 3 years. The ticket count was reduced by 75%, allowing more personalized customer support. Empower your staff to have an input into solutions, and you will find creative solutions that would never have crossed your mind. And in turn, the staff will feel that they really do matter. Show less

Oakton, Va

Managed WAN/MRS Network for over 44 US Government customers including the merged US Courts NOC and staff. Responsible for managing 15 Tier 2 staffing within the 24x7x365 Network Operations to include scheduling of staffing, help management, inventory management, and escalation management with AT&T vendors/suppliers for site dispatches for all services provided. Supporting over 10,000 devices (routers, switches, quick eagles, fiber logics). Established metrics for 41 customers including MTTR… Show more Managed WAN/MRS Network for over 44 US Government customers including the merged US Courts NOC and staff. Responsible for managing 15 Tier 2 staffing within the 24x7x365 Network Operations to include scheduling of staffing, help management, inventory management, and escalation management with AT&T vendors/suppliers for site dispatches for all services provided. Supporting over 10,000 devices (routers, switches, quick eagles, fiber logics). Established metrics for 41 customers including MTTR. Established metrics for Tier 2 staff which include ticket closures and ASA on incoming calls. UCCX measurements for call volumes which include skill diversity. Show less

Key Position for $430M awarded contract for the Administrative Offices of US Courts. Maintain MPLS solution for approximately 800 sites. Responsible for the NOC Service Desk to perform the necessary activities to restore AOUSC service within the prescribed time limit defined in the Service Level Agreement (SLA). Responsible for managing all Tier 1.5 staffing within the 24x7x365 NOC to include scheduling of staffing, help management, inventory management, and escalation management with AT&T… Show more Key Position for $430M awarded contract for the Administrative Offices of US Courts. Maintain MPLS solution for approximately 800 sites. Responsible for the NOC Service Desk to perform the necessary activities to restore AOUSC service within the prescribed time limit defined in the Service Level Agreement (SLA). Responsible for managing all Tier 1.5 staffing within the 24x7x365 NOC to include scheduling of staffing, help management, inventory management, and escalation management with AT&T vendors/suppliers for site dispatches for all services provided to the AOUSC.• Created Training Plan for NOC Staff• Created NOC Service Document – Operation Guide• Created NOC Staffing Plan and Document• Created DR/COOP Plan for Business Continuity• Identified and created Process Flows for AT&T touch points• Created Interface Agreements with product sects of internal engagements within AT&T organizations• Identified and purchased workstation requirements for the NOC staff• Utilized Remedy Ticketing System for trouble tickets and Reporting• Maintained an annual MTTR (Mean Time to Repair) of 0.64 hours out of 5800 tickets and within 4hr SLA• Managed approximately 2500 Cisco Routers and Switches (2811s, 2851s, 3845s, 6509s, and 7206s)• Provided Daily and Weekly Reports using Business Objects Reporting• Maintain Financial Budget 2010 – 2011 (Expense, Capital and Revenue) Show less

Key technical manager within the Network Operations Team for a software development and hosting company. Responsible for internal corporate network operations to include Active Directory, email, IP telephony, file servers, and approximately 25 .Net and Microsoft SQL production and development application servers for line of business and social media applications. Manage service desk for 220 internal corporate users and several thousand external customer end users of applications delivered as… Show more Key technical manager within the Network Operations Team for a software development and hosting company. Responsible for internal corporate network operations to include Active Directory, email, IP telephony, file servers, and approximately 25 .Net and Microsoft SQL production and development application servers for line of business and social media applications. Manage service desk for 220 internal corporate users and several thousand external customer end users of applications delivered as Software as a Service (SaaS).• Created Service Desk organization using ITIL/ITSM framework for Service Operation to provide incident and problem management, system administration, communications, and request fulfillment. Established metrics and incident categorization to provide analytical data to supervisors and corporate executives. During a period of rapid growth, reduced average open issues by 50% while the number of reported issues processed increased by 100%, and significantly reduced time to resolution.• Upgraded corporate email from Exchange 2003 to 2007, implemented and manage spam filtering appliance to eliminate 98% of email traffic from network. Upgraded corporate Cisco VOIP phone system to include the addition of call center and routing functionality.• Responsible for more than $300,000 in annual purchasing and asset management of corporate IT equipment. Established document workflow process to insure proper authorizations on all purchases, and tracking of the order and fulfillment process. Negotiated with vendors to achieve significant savings on major purchases.• Consolidated corporate servers using VMWare and SAN to reduce overall costs and power consumption, while improving availability, reliability, and providing an infrastructure for disaster recovery/business continuity.• Managed 3 direct reports with 7 dotted line infrastructure, database and hosting engineer reports. Show less

As a partner in a small company that marketed medical devices, managed all aspects of IT corporate functions, including but not limited to telecom, networking, file and print services, and internet presence. Was instrumental in minimizing the cost of IT related footprint to insure investor dollars were being utilized to the maximum value. • Establish networking with Windows 2003 server and Windows 2000 desktops; • Established corporate website for better market value;• Negotiated… Show more As a partner in a small company that marketed medical devices, managed all aspects of IT corporate functions, including but not limited to telecom, networking, file and print services, and internet presence. Was instrumental in minimizing the cost of IT related footprint to insure investor dollars were being utilized to the maximum value. • Establish networking with Windows 2003 server and Windows 2000 desktops; • Established corporate website for better market value;• Negotiated ISP and other IT vendor contracts;• Managed all HP printers, faxes, and general IT Support. Show less

Managed the IT Support for a global construction company. Responsible for purchasing and asset management of IT equipment for corporate and field operations in several states and Canada, as well as providing IT support to all locations. Established procedures and work flow for job sites (off site) networking and computer needs.• Developed Call Tracking/Trouble Ticket system for IT Support issues; • Established Survey database for QA on deployment of new… Show more Managed the IT Support for a global construction company. Responsible for purchasing and asset management of IT equipment for corporate and field operations in several states and Canada, as well as providing IT support to all locations. Established procedures and work flow for job sites (off site) networking and computer needs.• Developed Call Tracking/Trouble Ticket system for IT Support issues; • Established Survey database for QA on deployment of new desktops/laptops;• Reduced end-user problem resolution turnaround time by 80%;• Increased end-user satisfaction by 75%;• Used Track-IT for inventory of software and hardware;• Managed 6 direct reports that included Help Desk Coordinator, Field Engineers, Network Engineers and System Administrators. Show less

Hired as an IT technician, within a year was given the task of creating a helpdesk and eventually became multi-state manager of 13 direct reports for a healthcare information company best known for producing the “100 Top Hospital” list.• Maintained Help Desk (PC Support)/Network support of 700+ end-users;• Monitored multi-platform activities on NT and Novell;• Developed Call Tracking/Trouble Ticket system for IT Support issues;• Developed new hire orientation and training on… Show more Hired as an IT technician, within a year was given the task of creating a helpdesk and eventually became multi-state manager of 13 direct reports for a healthcare information company best known for producing the “100 Top Hospital” list.• Maintained Help Desk (PC Support)/Network support of 700+ end-users;• Monitored multi-platform activities on NT and Novell;• Developed Call Tracking/Trouble Ticket system for IT Support issues;• Developed new hire orientation and training on IT issues and concerns;• Established a FAQ database via Lotus Notes for end-users to use;• Established QA database for end-users to provide feedback on the Help Desk and Technician performance;• Established New Hire and Exiting Employee Procedures;• Used Remedy for reporting and metrics; Show less