Program Manager, US Department Of LaborDirect strategic, service design, contractual, and performance for a 120+ member contract in support of the US Department of Labor. Manage all staff functions. Designed, documented, and tested various incident response scenarios with the DOL Computer Security Incident Response Capability (CSIRC). Designed, managed, and made improvements to the service desk role and response for DOL security exercises. Participated as the service desk SME for Information Assurance directorate projects, initiatives, and activities within the Identity and Access Management (IAM), Enterprise Security Operations Center (ESOC), Enterprise Security Authentication Management (ESAM), and other branches. Coordinated service desk access to BigFix, and conducted nationwide BigFix orientation training for the Enterprise Service Desk and other support teams. Senior contractor member of the ESOC incident response tiger teams. Participated in all incident response activities, both live and exercises. Single point of contact for nationally dispersed U.S. Federal Government customers. Supervise staff and provide high quality customer care with every interaction by successfully applying effective customer service, problem-solving and troubleshooting skills, accurate call-handling procedures, incident management, communication skills, and standard operating procedures. Responsible to design and oversee operational implementation and daily support delivery responsibilities in over 15 geographically separated contractor locations, operating around the clock. Deliver solutions that eliminate the occurrence of most issues, and support teams to perform in an integrated and smooth manner in stable and crises conditions. Competent in implementing strategic plans for customers to deliver sustainable positive service results.

Contract Program Manager, Department of Labor Enterprise Service Desk

Enterprise Voice over IP (VoIP) deployment Project Manager. Manage building/department cutover activities involving the enterprise VoIP migration of 26,000 telephone lines and the replacement of 20,000 phones across the entire University of Virginia (UVa) campus and the Virginia Medical Center, as one of an eight-member PMO team. Project includes BroadWorks provisioning management servers, BroadSoft and Leonid Loki provisioning, and Polycom telephone instruments in an enterprise-wide SIP trunk configuration. Management tools include TeamWork.com project portal (similar to BaseCamp), SharePoint, Sakai collaborative portal, mySQL databases, and office productivity applications such as MS Word, Outlook, Lync, Excel spreadsheets. Train department telephone representatives (DTRs) and coordinate billing and configuration data distribution, editing, and correlation for each department's assigned lines, phones, and accessories. Manage line provisioning accuracy and quality, serving as primary project contact within the office of Information and Technology Services.

Conducted contract-level HDI services self-assessment for a geographically dispersed team supporting a federal government headquarters CIO organization. Assembled assessment, analyzed variances from previous assessments, and developed both trending and compliance reports, which were extremely well-received by the government management. Conducted interviews and assembled a comprehensive staff skills gap analysis, mapping entire support staff skills and experience to the contract’s labor category requirements, identifying areas of strength and deficiency, and pointing out additional value and making remediation recommendations where indicated, Researched and constructed the organization’s first ISO 20000-compliant Information Systems Infrastructure Policy and Procedures documents, in preparation for their corporate certification audit. Documents included corporate Information Security Policy, Controls, Change Management, Incident Management, Technical Capacity Management, Service Continuity and Availability Management, and associated plans. Researched corporate program management tools, specifically targeting tools incorporating Resource Management, Time & Expense, Earned Value, Direct and Indirect Costs, Time & Expense, and corporate as well as contract Risk Management.

Corporate Service Catalog Manager. Report directly to the Director of Corporate Strategy and Business Development.

Managed four teams (32 personnel) in areas as diverse as Systems Engineering, Unix Systems Administration, Call Center Operations, and Windows Systems Administration. Ensured successful integration and operation of all systems and processes, as well as round-the-clock support for an organization within the Offices of the Secretary of Defense.

Managed operations for a 16-member callcenter team. Team included five geographically separated locations, and required round-the-clock support. Designed and managed the transition from Support Magic to an enterprise Remedy solution. Instituted numerous business rules in Remedy to support SLA measurement and completion.

Provided HQ-level helpdesk management and support for the HQ Army Space and Missile Defense Command. Provided round-the-clock support for a 3-star general and his executive team. Managed a team of six.

Managed all IT operations and engineering for the executive offices of the Secretary of Defense, Deputy Secretary of Defense, and their executive staff. Rebuilt and upgraded the SecDef IT operations following 9-11, and stood up the first round-the-clock IT Call Center in the OSD.

Managed all support systems (ACD, voicemail, trouble ticket interface, Helpdesk Knowledge Base) for a 60-member helpdesk supporting a component of the Department of Defense.

Provided high-level security and risk analysis for the executive offices of the Secretary of Defense. One-deep position. Wrote and conducted comprehensive security audit and provided 30, 60, and 90 day mitigation plans for the organization.

Provided IT Management for the President's Commission for Critical Infrastructure Protection (PCCIP.GOV), a national commission formed by Executive Order and given the responsibility to bring together government and industry in the identification and mitigation of CI risks and vulnerabilities nationwide. Designed, purchased, installed and integrated the entire commission infrastructure, from servers to Email systems to network infrastructure, to client workstations and remote access. In conjunction with the NSA, configured and deployed FORTEZZA encryption for all commission personnel. Provided complete cost analysis in preparation of this commission's hand-off from the Department of Defense to the Department of Commerce.

Selected as Agency Civilian of the Year in 1994.