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 was fully trained and informed of all government procedures and regulations. I clarified and documented requirements and wrote the documentation and procedures.

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 the Top Secret LAN and the unclassified LAN that both utilized Microsoft XP and Microsoft Server 2003 software. - Managed project-related activities for DHS and FEMA to include task definition, requirements analysis, cost/schedule reporting, and customer support. Developed strategic partnerships with corporate leaders and leads new business proposal teams seeking to capture multimillion-dollar government contract awards

- 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 encryptors.- Negotiated contract terms and Service Level Agreements (SLA's) with consultants, subcontractors, and vendors. Managed these external relationships, along with internal customer expectations, to ensure quality of service throughout the period of performance.

- 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 and Kabul.

Ba, History

B.A