Manage, attract, develop and retain technical talent. Align team members’ strengths, capability and needs resulting in strong delivery results. Facilitate an environment of inclusion that leverages diverse perspectives and talent, to better represent and understand global customersLeads teams to deliver successful customer outcomes while upholding consistent delivery excellence rhythm to ensure alignment with key internal stakeholders. Consistently manages areas of fiscal responsibility, staying within budget, and effectively managing resources.Proactively identify issues/problems in the service and application portfolios driving them to resolution while contributing to the Program design, Incident Management process, data modeling and reporting, policies, and procedures. Provide training, coaching and guidance to team, growing best practices throughout the organization and delivers monthly service review presentations and business management communications.Provides direction and leads efforts for multiple programs/pilots including remote/local Service Desk support agents in support of Microsoft groups, products and services.Organizing programs and activities in accordance with the mission and goals of the organization by developing new programs and initiatives to support the strategic direction of the organization.Creates and manages long-term goals through effective budget and operating plan management.Managing teams with diverse talents and responsibilities along with ensuring goals are met in areas including customer satisfaction, safety, quality and team member performance through runbook workflows and methodologies.Meets with stakeholders to enhance communications with program transparency regarding project issues and decisions on services, producing accurate and timely reporting throughout the program life cycle.Analyzes program risks in concert and develops strategic/tactical solutions utilizing multiple cross-platform teams/resources.

Provides direction and leads efforts for multiple programs/pilots including teams of up to 400 remote Service Desk support agents in support of Microsoft products and services.Organizing programs and activities in accordance with the mission and goals of the organization.Developing new programs to support the strategic direction of the organization.Creating and managing long-term goals.Developing a budget and operating plan for the program.Developing an evaluation method to assess program strengths and identify areas for improvement.Managing program funding proposals to guarantee uninterrupted delivery of services.Managing a team with a diverse array of talents and responsibilities.Ensuring goals are met in areas including customer satisfaction, safety, quality and team member performance.Implementing and managing changes and interventions to ensure project goals are achieved.Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.Producing accurate and timely reporting of program status throughout its life cycle.Analyzing program risks.Working on strategy with multiple team/resources.

Provides direction and leads efforts of a team of up to 400 remote Service Desk support agents in support of Microsoft Office 365.• Manages resources to meet agreed upon service levels, while consistently measuring and reporting on actual team’s performance on a regular basis.• Promote an overall business-driven customer service focus within IT, while delivering Continual Service Improvement.• Manage the implementation of methodologies that will continuously improve request resolution, manage customer perceptions, and build strong customer relationships.• Manage the definition, development and implementation of standards, processes, and systems required to deliver high quality and consistent support services. • Manage a technically diverse staff through the delivery of a high level, consistent and responsive IT operations efforts contributing to a global service delivery environment of 24x7x365.• Assess client services team performance with other managers through various statistical and reporting methodologies to improve the quality of technical service.• Ensure knowledge management systems for all client services issues and requests are kept up to date.• Manage department effectiveness through evaluation of continuing education, training, technology• Work with Service Desk support staff to identify opportunities to leverage training to improve workflows and processes.• Manage individual manager performance, development, and training through documentation, coaching, and personal development programs.• Responsible for on boarding/off boarding of agents.• Document and report on items to upper management for process improvement• Exhibit leadership through personal responsibility, accountability and teamwork

Responsible for Technical Support, Project Engineering, Engineering , product support, program and support management of organizational projects, 24x7 global remote support staff and implementation of ITIL process and procedural documentation. Director of Operations for a critical and fully redundant, high-availability internet and voice infrastructure which was originally created for mission-critical clients, whose interruption of service could result in the loss of life, money, or reputation. Provides insight, direction and ITIL Service Management expertise to business-to-business voice, highly redundant internet and private fully managed unified communications services that matches clients' needs with the highest quality deliverables and customer service available. Management of full time resources, design, forecasting, vision, escalations, management and implementation of various high profile internal and external projects. Responsible for creating and maintaining key partnerships with organization and client side leadership, direct 24x7 Managed Services integration, support and remediation. Provide proven technical ITIL Project Management experience, budget analysis, customer relations, reporting, standardization, Configuration and Service Management process design, implementation and vision.• Provide technical experience and initiative in service delivery development and processes, vendor/partner management and client support.• Mentor technical staff utilizing proven operational success modeling, ITIL processes, extensive field experience and personal investment.• Provide customer interface and technical oversight for all critical systems support, services, implementations, development and ITIL/ITSM standards integration.• Report key metrics for business and support successes.• ITSM documentation, support, post mortem and lessons learned for all client/departmental support issues and resources.• Training and management coordination.

Responsible for Technical Support and Project Engineering Teams, product support, program and support management of organizational projects, 24x7 global remote support staff and implementation of ITIL process and procedural documentation. Operations Manager of critical and fully redundant, high-availability internet and voice infrastructure which was originally created for first responders and mission-critical clients, whose interruption of service could result in the loss of life, money, or reputation. Provides insight and ITIL Service Management expertise to business-to-business voice, highly redundant internet and private fully managed unified communications services that matches clients' needs with the highest quality deliverables and customer service available. Management of full time resources, design, management and implementation of various high profile internal and external projects, responsible for creating and maintaining key partnerships with organization and client side leadership, direct 24x7 Managed Services integration, support and remediation. Provide proven technical ITIL project management experience, budget analysis, customer relations, reporting, standardization, Configuration and Service Management process design, implementation and vision.• Provide technical experience and initiative in service delivery processes, vendor/partner management and client support.• Mentor technical staff utilizing proven operational success modeling, ITIL processes and personal investment.• Provided customer interface and technical oversight for all critical system support, services and ITIL/ITSM standards development.• Daily, weekly and monthly reporting providing key metrics for business and support successes.• ITSM documentation, support, post mortem and lessons learned for all client/departmental support issues and resources.• Training and management coordination.

Responsible for technical, product support, program and support management of organizational projects, 24x7 global support staff and process and procedural documentation. Technical Support Manager of critical 911 call center systems, Managed Services and applications support for over 4000 locationsManage over 36 full time resources, design, management and implementation of various IT projects, responsible for creating and maintaining key partnerships with client side leadership, direct 24x7 Managed Services integration and 24 hour 911 integrated systems support. Provide proven technical project management experience, budget analysis, customer relations, reporting, Standardization, Configuration and Service Management process design, implementation and vision.• Provide technical experience and initiative in service delivery, channel partner management and client support.• Mentor technical staff utilizing proven operational success modeling, ITIL processes and personal investment.• Provided customer interface and technical oversight for all critical system support, IT services and standards development.• Daily, weekly and monthly reporting providing key metrics for business and support successes.• ITSM documentation, support, post mortem and lessons learned for all departmental support issues and resources.• Training and management coordination.

Responsible for program, project and support management of organizational projects, support staff and documentation. Manage 12 contract resources, implementation of various IT projects, and 24 hour support. Provide proven technical project management experience, budget analysis, customer relations, reporting, Standardization, Configuration and Service Management process design, implementation and vision.• Provide technical experience and initiative in service delivery and client support.• Mentor technical staff utilizing proven operational success modeling, ITIL processes and personal investment.• Provided customer interface and technical oversight for all medical support IT services and standards development.• Daily, weekly and monthly reporting providing key metrics for business and support successes.• ITSM documentation, support, post mortem and lessons learned for all departmental support issues and resources.• Training and management coordination for technical teams.

Responsible for management of approximately 27 Desktop Support staff members and Contract resources, various IT projects and 24 hour support for Regional facilities and Partnering Medical Institutes. Provide proven technical project management experience, budget analysis, customer relations, reporting and Service Management process design, implementation and vision.• Provide technical experience and initiative key to the implementation of new procedures and successful operations of the day to day Desktop Operations Support Model.• Mentor technical staff utilizing proven operational success modeling, ITIL processes and personal investment.• Provided customer interface and technical oversight for all medical support IT services.• Manage vendor relationships in support of various projects and support contracts.• ITSM assessment, audit, design and implementation.

As an Independent Writer, I am currently involved in the creation and/or development of many types of creative and technical writing while meeting required deadlines. Activities include:• Selecting subject matter based on personal or public interest, or commissioned by a publisher or agent• Using my literary skills to develop themes and storylines• Verification and validation of the factual content of written work• Submitting material for publication in the required and expected format• Exercising self-discipline, motivation and time management to organize and facilitate various tasks and projects• Encouraging and acting upon critical feedback• Performing rewrites or rework as needed in support of directives and or creative enhancement

• Supporting various IT Enterprise projects for Northrop Grumman. • Management of multiple technical and process projects relating to datacenter migrations, virtualization, server room upgrades and asset driven assessments. Mega Enterprise deployments such as Office 2007, IE 7, Vista, Microsoft Server 2003, SOPHOS Firewall and Anti-Virus Suite, Enterprise WIKI development and delivery, Data Center Modifications and Corporate Application Assessments and auditing. Corporate jet flight operations, Information Technology support.

• Support Kaiser's enterprise wide environment by managing a diverse level two, level three and level four engineering team of technicians and engineers totaling over 70 employees and contractors spread across 3 locations.• Management of personnel who provide remote support of more than 200,000 workstations, 9,000 Wintel servers, 1,400 Citrix servers and 40,000 various network attached devices. These teams delivered more than 3,000,000 application instances and workstation deployments in a two year period, and resolve over 70,000 incidents per year.

Responsible for creating and reviewing process documentation and operational guidelines. Front line for insuring that all aspects of operations were included in any new projects. Incident management of High and Critical support calls throughout the Kaiser environment.

Managed all technical staff relating to support and operations of the business. Successfully rolled out a new Electronic Medical Record system that resulted in faster patient care delivery and record availability across numerous locations.

Traveled across the country consulting to various fortune 500 or above companies performing intrusion detection, firewall installation, site analysis to recommend and provide solutions.

14 year veteran of the United States Air Force.Crew Chief on various Fighter/Bomber/Tanker AircraftLaunch/Recovery/Maintenance/Depot RebuildTelecommunications/Encryption/Field Deployments/Computer Systems Support and DesignFlight Data Processing/Telemetry Tracking/Network Infrastructure Support/PBX and Phone System Design, Installation and Support

Sr IT contact and direct technical resource for an 8 site LAN/WAN configuration with both production and administration networks.• Implemented firewall site to site VPN security structures between corporate facilities.• Managed enterprise software rollouts and conversions for several platforms and delivery structures.• Migrated entire facilities to new implementation structures utilizing state of the art tools and security applications such as NAV, Net Prowler, ESM, ITA, Raptor firewall and VPN appliances, intrusion detection audits, Configuration Management and security assessments.• Incident support escalation process design, configuration and implementation through core baseline identification, impact assessments and escalation enhancements.