Thomas Phalen Email & Phone Number

Chantilly, VA

Manage team of Systems and Network professionals at two Service Centers that are 24 x 7.

As NOC manager, I supervised 24 TIER I network shift personnel at two separate government sites. I reported directly to the government employee responsible for OSD operations. As NOC manager, I managed and directed my staff to provide 24 x 7 network monitoring and Remedy trouble ticket reporting, of the Production environment. I ensured that all my staff.

Managed team of 30+ contractors performing Operations and Maintenance work for the Department of Homeland Security in the District of Columbia. There were four different team responsible for O&M duties at DHS. The teams were responsibility for VTC, Help Desk, NOC, and Avaya PBX operations. The help desk/desktop support personnel were responsible for both.

- Managed technical engineering team in meeting contract operations and maintenance support requirements. Supervised 30 contractors and 6 Department of State FTEs. This team inspected, tested, and certified all cryptographic devices used by our embassies. This included network bulk encryption devices, secure telephonic devices, copiers, and LAN.

- Managed Multi-channel contact center operations staff of 19. - Supervised 19 Foreign Service customer service representatives who provided telephone support for all 240 U.S. embassies and consulates worldwide. - Set up support teams to establish requirements and procure all IT, PBX, UHF radio, and secure VTC hardware for the new U.S. embassies in Baghdad.

Ba, History

B.A