Michael Parnell Email & Phone Number

Springfield, Virginia

Currently in charge of site reliability operations for Customs and Border Protection's Passenger Systems Program Directorate (CBP-PSPD). PSPD applications are at the forefront of CBP’s arsenal of innovative technology that aids our frontlines in securing America’s borders (Air, Land, and Sea). Currently leading a team of highly aggressive, ITIL-Focused site reliability engineers that ensure the round-the-clock availability of mission-critical CBP Passenger Systems' applications. The Site Reliability Team monitors, triages, and engages the appropriate resources for the investigation and resolution of of service interruptions involving Passenger Systems applications. The Team is also responsible for ensuring mitigation measures are in place during service interruptions to minimize business impact to CBP inspections officers and travelers moving through airports and other ports of entry. Additionally, the team coordinates with Change Management to identify and monitor scheduled changes that may impact PSPD applications.

Reston, Virginia

Provide 24/7 incident management support for major production incidents at Fannie Mae. Manage a variety of communications and information management tasks including staff support, administrative communications, and information systems and technology support. Facilitate conference calls to drive resolutions of incidents, manage functional, and root cause escalations. Facilitate and ensure timely incident communications to senior management.

Herndon, Virginia

Delivered incident management and configuration management services to support two government agencies, the National Science Foundation (NSF) and the Department of Labor (DOL). Acted as a focal point within the enterprise for all escalation and communication activities for outages and downtimes related to business applications and infrastructure. Effectively managed configuration items and ensured all modifications followed the prescribed path through systems development lifecycle. Led service restoration teams to ensure that service recovery is handled expeditiously and that systematic issues and problems were addressed proactively to minimize adverse impact on business operations. Communicated to senior management and executive levels for awareness and prioritization.

Arlington, Va

Served as the central point of contact during critical incidents and facilitated the sharing of information and operational awareness for the TSA IT Infrastructure Project (ITIP). Provided technical support for a globally dispersed network and hardware infrastructure that enabled TSA to ensure safe passage for all air travelers to and from the United States.

Arlington, Va

Managed the timely resolution of high-visibility outages and service degradations across the Transportation Security Administration’s (TSA) globally dispersed enterprise infrastructure. Created and managed service restoration teams comprised of Tier 2 and Tier 3 Engineers, TSA leadership staff, contractors and vendors, and the Department of Homeland Security.

Washington D.C. Metro Area

Served as Network/Systems Engineer for the Joint Forces Headquarters – National Capital Region (JHFHQ-NCR) and the Department of Homeland Security Headquarters (DHS-HQ). Provided mid-level network engineering and second-tier Active Directory and Blackberry support. Managed port security, access control lists (ACLs) and TACACS accounts. Supervised teams to ensure network infrastructure was compatible with the overall technical and business needs. Researched and evaluated issues to resolve critical network, server, and application issues to include Exchange, Active Directory, and Blackberry issues. Collaborated with system administrators to troubleshoot issues with intrusion detection devices, Cisco firewall service modules, 5500 Series ASA firewalls and VPN concentrators.

Arlington, Va

Recruited by Unisys Corporation in support of the Transportation Security Administration’s (TSA) $100 million Information Technology Managed Services (ITMS) contract. Managed all incidents and scheduled changes to minimize the downtime of TSA critical systems. Managed incident triage and coordination for all high-visibility outages, service degradations and engineering changes within the TSA enterprise.

Reston, Va

Provided team leadership and operational oversight in the delivery of second-tier support to government and private-sector clients across 800 networks. Trained and coached staff on development of technical skills to effectively resolve connectivity issues for Frame Relay, PSN2, ATM, IMUX, MPLS, Wi-Fi and VPN products on Cisco, Nortel, Marconi and Kentrox platforms. Quickly identified potential problems and acted as initial point of escalation for service level agreement resolutions. Crafted action plans to rectify in time-sensitive and challenging situations.

Pentagon, Washington, D.C.

Delivered critical information and first-tier infrastructure management support to intelligence units. Recognized for astute technical abilities to investigate connectivity issues on Cisco and Sun UNIX platforms and ensure 100% network availability. Provided initial troubleshooting for encryption devices and escalated issues to network security.

B.A., Economics

Activities and Societies: Promaji Club, 1987-1991 Vice President - Promaji Club,1990-1991

Certificate Of Regimental Affiliation - Signal Corps, Military Information Systems Technology