Mike Cooley Email & Phone Number

Greater Boston Area

Prepares, develops, and assists the Government in completing program management documents, events and activities IAW the principles, criteria and procedures of Department of Defense (DoD) Directive 5000.01, DoD Instruction 5000.02, Directive Type Memorandum (DTM) 11-009, Acquisition Policy for Defense Business Systems (DBS), AF Instruction (AFI) 63-101.

• Maintained daily operations over staff of 9 direct reports and 5 globally located matrixed resources. Oversaw the delivery of 2 different services for global internal customers. The services were “Presales Technical.
• Led complex service delivery processes, developed creative resolutions to complex problems by creating standard operating procedures for all global analysts to follow.
• Dealt effectively with pressure; remained optimistic and persistent, even under adversity. Recovered quickly from setbacks.
• Provided in depth correspondence when responding to Customer Satisfaction (CSAT) complaints / praises. Reviewed CSAT responses to look for trends, provide on the spot corrections or make process changes to provide.
• Assigned and mentored cross- functional team members completing major business objectives such as training, 90% success rate on achieving quality assurance on case work and 90% on achieving our Service Level Agreement.
• Encouraged creative tension and differences of opinions. Anticipated and took steps to prevent counter-productive confrontations, mostly between the team members that were in different parts of the world. Managed and.

• Provided necessary engineering direction for planning, organizing, developing and integrating the engineering effort.
• Translated customer requirements into technical specifications, including establishing the specific objectives, systems specifications, systems analysis, baseline management, architectural development, test.
• Assisted in budget activities for the specific engineering project supporting the Air Force DCGS acquisition program office.
• Managed and divided work into discrete and clearly definable tasks and coordinated these plans with the appropriate program management and technical personnel.
• Created diagrams, data flows, technical papers, briefings and other required documentation in accordance with CMMI guidelines.
• Provided engineering support as IPT member for Configuration Management (CM), Systems Engineer Councils (SEC), and Program Management and Engineering Board (PMEB).

• Maintained daily operations over staff of 6 Service Desk personnel, providing advanced technical expertise, problem resolution, break fix, and escalation support for nationwide jobsites.
• Provided prompt, professional customer service and high quality technical support of network, hardware and multiple software applications to all users including personally handling customer calls if workload warrants.
• Coordinated efforts with entire IT team to ensure that necessary training and planning was in place for new applications, patches and releases of software and hardware, to execute on IT projects, and to implement.
• Fostered an inclusive workplace where diversity and individual differences were valued and leveraged to achieve the vision and mission of the organization.
• Reported of Service desk metrics identifying trends and areas of opportunity within the Customer Operations organization.

• Provided necessary engineering direction for planning, organizing, developing and integrating the engineering effort.
• Translated customer requirements into technical specifications, including establishing the specific objectives, systems specifications, systems analysis, baseline management, architectural development, test.
• Assisted in budget activities for the specific engineering project supporting the Air Force DCGS acquisition program office.
• Managed and divided work into discrete and clearly definable tasks and coordinated these plans with the appropriate program management and technical personnel.
• Created diagrams, data flows, technical papers, briefings and other required documentation in accordance with CMMI guidelines.
• Provided engineering support as IPT member for Configuration Management (CM), Systems Engineer Councils (SEC), and Program Management and Engineering Board (PMEB).

• Supported implementation portion of the multi-million dollar FBI Trilogy contract, the overall program provides for the upgrade of FBI's worldwide IT networks, computer systems and selected software applications in the.
• Conducted after installation procedures including inventory, connectivity testing, and QA.
• Supervised and trained up to 20 new personnel on all phases of installations of the WAN, LAN, and PC portions of deployment.
• Responsible for yearly performance evaluations and salary adjustments of team members, scheduling, training completion, time cards, and completed expense reports for team activities and travel.
• Provided daily written reports to superiors.
• Provided oral reports to clients to inform of advancement.

Various

• Technical team lead for network analyst section
• Supervised and trained new personnel on network topologies
• Provided daily oral and written reports to inform branch and regional leads
• Researched open source avenues to discover various network topologies
• Analyzed computer to computer traffic to derive intelligence information
• Spearheaded task of preparing office computers for year 2000 transition to include backing up of hard drives

Flemington, NJ

• Overseen the daily production of over 12,000 cases of yogurt
• Supervised 10 personnel on a daily basis
• Trained newly hired personnel
• Prepared written production reports for the plant manager
• Coordinated with other in-plant departments to reach daily goals
• Conducted Total Quality Management (TQM) training

Ft. Hood, TX

• Conducted technical training for up to 25 personnel
• Performed monthly counseling for 6 individuals on a professional and personal needs
• Conducted training exercises, along with after action reviews
• Lead team of 4 individuals as tank commander for 7 months in Operation Dessert Shield / Dessert Storm in which I was responsible for their livelihood